Business Challenge Business application performance that ensures that customer- service operations deliver the value that the most discriminating luxury-car buyer expects – that was the challenge that this Americas arm for a luxury European auto maker was striving to meet and overcome. Besides the company’s own IT systems, it must also effectively support continual interactions with the disparate IT systems at several hundred associated dealerships nationwide. For a time, however, the company’s IT staff was often becoming aware of application problems only after a dealership complained directly to the CIO. (Not good.) The thing that was missing was real-time monitoring of key performance indicators (KPIs), especially for its CICS and DB2 apps. In IT industry parlance, what t

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