"We manage a complex IT environment with different monitoring tools assessing different parts of the infrastructure. We needed one tool that would pool all performance information together to help us understand whether we were providing good service to end users across the various central IT functions - telling us not simply whether components such as the servers were ‘up or down’, but what overall service performance looked like, what response times were and highlighting potential problem areas. Effectively, we needed to move from monitoring the technologies involved in our infrastructure to monitoring overall IT service. However, the University relies on IT 24/7 so overhauling our monitoring was a huge challenge. As such, speed of implementation was a top priority to ensure IT monitoring and, ultimately, IT performance was improved without any disruption to students and staff."