Delivering a stellar customer experience involves being able to continuously monitor complex customer care processes that span numerous business applications, from service provisioning to customer service to billing, so as to be able to proactively respond to and resolve issues. While most business executives are not necessarily interested in the granular activities that occur within individual applications, they desperately need a better view into the key milestones and events that impact the end-to-end customer experience. Featuring research from Gartner, this newsletter details how customer-centric organizations are leveraging Operational Intelligence solutions to gain real-time visibility and actionable insight that is required to deliver superior customer service.

The Frequently Asked Questions (FAQ) section of this issue delves into the advantages of choosing a real-time Operational Intelligence solution over a traditional Business Activity Monitoring (BAM) solution to gain visibility into end-to-end operational performance. It also outlines how an Operational Intelligence solution can complement your existing Business Intelligence (BI) infrastructure and compares and contrasts it with other approaches to Big Data Analytics. In this newsletter, we also detail other common applications of an Operational Intelligence solution to help you gauge how it might be beneficial to your business. We hope you find the information compelling and insightful. Visit us at

Dale Skeen, CTO & Co-Founder, Vitria Technology, Inc.

  • Case Study: Learn Some Lessons From TXU Energy's Operational Intelligence System
  • Roy Schulte
  • 21 September 2011
  • The knowledge gained by TXU Energy when it implemented its process-monitoring system is applicable to organizations that need to improve the effectiveness and service levels of complex, end-to-end processes that encompass heterogeneous business applications.
  • Overview

  • This research explains how real-time operational intelligence is used to improve customer service for complex end-to-end business processes in a virtual enterprise. IT leaders, business leaders and business analysts must understand best practices to minimize their risk and achieve rapid payback.

  • Key Findings

    • End-to-end operational intelligence reveals problems that cannot be detected by silo management reports and monitoring systems that track only individual applications.
    • Operational intelligence does not require a workflow or process orchestration tool to actively drive the end-to-end process. The event data required for end-to-end monitoring can be captured from database management systems (DBMSs) or other aspects of the business applications.
    • Significant business events typically occur when a transaction crosses from one application to another, from one company to another, or when a person finishes work on a task. In most cases, business people do not need or want to see fine-grained details on the minor events that happen within application systems.

Vitria Content

  • Understanding Operational Intelligence: Frequently Asked Questions

    Q: What is Operational Intelligence?

    A: Operational Intelligence (OI) is the next-generation real-time business analytics and process management discipline, which brings together real-time analytics and business event management capabilities into a complete intelligence platform. Operational Intelligence helps organizations make smarter decisions with complete and up-to-the-second information in time to maximize impact. By providing deep analysis of a wide variety of business events and data from both streams and transactional data silos, OI helps organizations visualize operations through advanced dashboards in a comprehensive manner, in-context, with real-time insight into business performance and health so that immediate policy-based action can be taken. Read more.


    Using Operational Intelligence For Your Business: Common OI Use Cases

    Operational Intelligence applies the benefits of real-time analytics, alerts, and actions to a broad spectrum of use cases across and beyond the enterprise. Here are some application areas where OI can be applied to solve problems:

    Continuous Monitoring
    With OI applied to continuous monitoring, organizations can improve governance, lower compliance costs, and optimize operational performance. The most effective organizations use continuous monitoring across a breadth of use cases, including governance, compliance, and situational awareness. Read more.