Evolution of Cloud Management & Support, Saving Customers Hundreds of Hours of Unplanned Downtime

VMware recently completed the research above with IDC on the Evolution and Integration of Cloud Management Systems with Advanced Support Technologies. The IDC Spotlight attached highlights VMware’s differentiated integration of Skyline and vRealize Operations Cloud with powerful, new supporting data. The paper was authored by IDC’s Elaina Stergiades who leads Software Support research at the firm. Here are some of the highlights:

“In the IDC Cost of Downtime survey, 68% of respondents indicated their organizations were using proactive, preventive, and/or predictive support technologies to help identify potential problems before they affected critical systems.” 615 customers responded to IDC’s Cost of Downtime survey in June 2020.

“These organizations reported saving an average of 201 downtime hours per year due to these advanced support technologies – most commonly across servers, storage, network, and security systems.” An adjacent Gartner study on Cost of Downtime revealed one hour of downtime costs ranges from $140K to $540K. If you combine the conservative end of the range, it is equivalent to $28M in savings for a customer per year.

“Organizations that were using preventive support were more likely to report fewer downtime hours overall – and because of these results, 47% of respondents expect to purchase more advanced support contracts to provide additional services and improve system performance and availability.” 

“IDC believes VMware will need to continue its investments in integrating systems management tools and support technologies, deepening the integrations and including other providers when necessary and appropriate. These investments must cover all capabilities in services delivery – from back-end tools and utilities to enabling advanced automated preventive support to the hands-on resources and cross-channel access to resources required to help customers when they contact VMware with questions and problems.”

Do you have experience managing cloud infrastructure across a homogenous environment? What is your take on this research around advanced support technologies integrating with cloud management software? How do advanced support capabilities help your organization increase reliability, productivity and security? Feel free to leave your thoughts below in the comment section.