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SolarWinds Singapore End User Survey Sheds Light on the Application's Importance, IT's Continued Challenge to Ensure Its Performance and Availability

Ninety-Four Percent of Singapore Business End Users Say Application Performance and Availability Affect Their Ability to Do Their Job, While Forty-Five Percent Contacted IT Six Times or More Due to Related Problems in the Past Year

SINGAPORE -- (Marketwired) -- 08/13/14 -- SolarWinds (NYSE: SWI), a leading provider of powerful and affordable IT management software, today announced Singapore survey results highlighting the impact of application performance and availability on business end users, and their experiences with and expectations of IT when problems arise. Chief among the findings is that while the application is now the heart of businesses of all sizes and its performance is the lifeblood of success, IT continues to struggle to ensure its performance and availability.

The proliferation of BYOD, cloud, SaaS and consumer technologies in the workplace have made the application the disruptive technology that will drive business IT into the coming decades. At the same time, the application delivery chain is becoming more complex to support as applications become more networked, virtualization drives IT infrastructure convergence and abstraction and end users become more mobile.

"Applications affect nearly every aspect of our world. And not just business, but well beyond. Today, applications impact people's lives in ways never imagined just five to ten years ago," said Suaad Sait, executive vice president, products and markets, SolarWinds. "The resulting importance of application performance and availability requires IT to expand beyond infrastructure-centric management to add app-centric management. Beginning now and increasingly so in the future, this will make or break businesses. Ultimately, IT will be held responsible for application performance, regardless of whether the application resides on premise or in the cloud. It's no longer just about if an application is working, it's about that application working to end user expectations. These survey results should be a wakeup call for IT pros everywhere."

Fielded in June 2014, the survey yielded responses from 202 business application end users currently employed full time in an office environment -- public and private sector small, mid-size and enterprise companies -- in Singapore.

Survey Findings

The application is the heart of business and its performance is the lifeblood of success

Applications, such as Microsoft® Exchange™, SharePoint®, NetSuite® and others, are now at the core of nearly all business-critical functions and beyond. Major vendors such as Cisco have acknowledged this reality by architecting data center offerings to be app-centric. With this, application performance and availability have become more important than ever; productivity, end user satisfaction and revenue are all affected.

In fact, 94 percent of business end users who responded to the survey said application performance and availability affect their ability to do their job, with 59 percent saying it is absolutely critical. 71 percent also mentioned that app performance and availability have become more important to doing their jobs over the past five years. Of this group, 61 percent said app performance and availability have become more critical because the amount of time they spend using apps on the job has increased. Fiftty-seven percent also said they are expected to work faster/complete deadlines sooner.

In addition, 37 percent said slow or unavailable applications result in significant financial loss (tens of thousands of dollars or more) for their companies annually.

Reliance on applications is high, end user expectations are even higher

The quality of the end user application experience is critical for success. End users expect applications to work and work well. When application performance or availability issues do arise, end users expect a quick response time to problem resolution from IT, down to just minutes in some cases. Seventy-six percent of business end users said they are only willing to wait an hour or less to contact their IT departments when they experience an app performance or availability issue, with 47 percent of those willing to wait only a half hour or less and 17 percent unwilling to wait at all.

IT struggles to ensure application performance and availability

Despite the rise of applications as king of business infrastructure, applications and some form of management tools to support them have been in general business use for decades. However, the struggle for IT to ensure performance and availability of business-critical applications remains. To illustrate, 66 percent of business end users said they have experienced a job-critical app performance or availability issue. Twenty-five percent of those who experienced a critical issue claimed that it took one business day or more to resolve the problem while 41 percent said the problem was resolved in more than one hour but within the same business day, and 44 percent within an hour.

The complexity of the modern application stack (AppStack), or the application delivery chain comprised of the application and all the backend IT that supports it -- software, middleware and extended infrastructure required for performance -- adds to the challenge of identifying issues and the time required to resolve them. For instance, IT departments are only occasionally aware of app performance or availability issues before they are raised; respondents state that IT departments are only 11 percent aware of issues in 75-100 percent of cases.

Additional Resources

About SolarWinds
SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our thwack® online community to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at http://www.solarwinds.com/.

SolarWinds, SolarWinds & Design and thwack are the exclusive property of SolarWinds Worldwide, LLC or its affiliates. All other company and product names mentioned are used only for identification purposes and may be or are intellectual property of their respective companies.

© 2014 SolarWinds Worldwide, LLC. All rights reserved.

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Courtney Cantwell
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