Network and application technology continue to change constantly, causing a large number of CIOs to rethink their Application Performance Monitoring strategies on an ongoing basis. But have the main issues really changed? Frustrated enterprise companies describe exactly the same core problems related to application performance that they did five years ago: End users spot problems first (embarrassing), isolation takes too long (revenue killer), and too many people are involved in the problem resolution process (operationally inefficient).

Although the core problems enterprise companies face haven’t changed, modern applications and complexities in the IT infrastructure mean they require different technical solutions and data gathering approaches.

In a blog recently featured on Wired’s Innovation Insights, INETCO’s Marc Borbas takes a look at the vendor-driven storylines IT Operations and Application Developers are bombarded with on a daily basis.  He discusses how difficult and time consuming it has become to peel away the layers of marketing, and get to the heart of what any Application Performance Management (APM) technology can actually do for you.  He shares a little about the evolution of the APM market and explained how the goalposts continue to move as new technology waves, such as SOA, Virtualization, Cloud Computing, and the expanding services available through Internet and mobile devices, hit enterprise IT approximately every 18 months.

If you are currently trying to clarify your current APM needs, try take 5 minutes to read the entire Wired Innovation Insights posting here. 

Armed with this understanding of the evolution of APM, we hope you can better decide what you require, and remember to look for the appropriate APM solution from a technical implementation and data gathering perspective.

Given these facts, the value proposition around transaction-centric application performance monitoring within multi-channel retail banking environments is stronger than ever.  It’s quite common to hear banks that have adopted these solutions as a part of their IT monitoring strategy report positive results, including up to 25% reductions in failed consumer transactions, or a 65-75% faster understanding of where and why service delivery is failing.

So here’s the question:  With so many business expectations evolving around the consumer experience as a focal point, why has transaction-centric application performance monitoring NOT been adopted by ALL banks?

Talking to our prospects, customers and partners, I believe there are two major hurdles inhibiting the wide-spread adoption of transaction-centric application performance monitoring.  One is lack of trust in vendor claims – profiling an end-to-end transaction in near real-time is a tough thing to do, and decoding a multi-protocol environment requires deep expertise in data communications and protocols that is difficult to find.  There has been a lot of skepticism about data integrity, and whether it is really possible to access end-to-end transaction data in one place, given today’s infrastructures complexities such as multi-vendor application architectures, mobile and online applications, virtual data centers, third party software-as-a-service and the Cloud.  The default solution for many banks has been to slowly and painfully piece fragmented data gathered together across multiple tools and silos to isolate the root cause of an issue affecting consumer transactions.

The other major hurdle is time and the lack of a forklift large enough to deploy a heavy application performance management solution – the amount of instrumentation, code changes and extra traffic loads involved in the deployment of most traditional performance management solutions is completely mind-boggling. In the past, taking at least 365 days to deploy an agent-based solution was not uncommon, and the hit on resource consumption was huge.  And placing agents in environments the bank did not own?  Ha.  We all know how that goes over.

The good news is these hurdles have been overcome through modern network-based instrumentation and new spins on transaction management approaches.  A new breed of application performance monitoring solutions now exist that have proven the ability to profile end-to-end transactions in real time.

Network-based solutions such as INETCO Insight correlate multi-hop transactions in near real-time – without requiring agents, code changes or extra traffic loads.  They are easily deployed in less than a day, providing a “one stop” view for multiple IT silos and channel managers across ATM, POS, mobile, online banking, IVR and branch environments.  25 years of decoding multi-protocol transactions has enabled INETCO to also build the most extensive decoding engine and protocol library within the banking space – and guess what?  It expands with every new customer.  The bottom line?  Improved service delivery and operational efficiency – made possible by technology innovation!

So if you are under pressure to keep up with evolving self-service applications and meet consumer expectations around “on-demand” accessibility, consistency and choice, it may be time for you to consider monitoring your critical banking applications with INETCO Insight.

Throughout this year, INETCO has been attending various financial tradeshows, NCR roadshows and partner conferences to demonstrate this technology in action.  We showcased how INETCO Insight is being used by IT operations, application support teams and self-service channel managers to monitor critical applications and the consumer transaction life cycle within complex multi-channel retail banking environments that include ATM, POS, mobile, online, call center services and branch level transactions.

We’d like to share with you a video shot at the NCR sales kick-off, demonstrating INETCO Insight in action…

Click here to view the embedded video.

That’s right, I said Small Data.

Small Data consists of simple, contextual facts that help you complete a task faster or better. Big Data consists of intricate, thought-provoking insights that help you discover new opportunities and innovate. Everybody needs Big Data sometimes, but most of the time, most people need Small Data.

Take IT operations teams for instance. Every once in a while you need to plan capacity, explore better ways to run applications or infrastructure, etc. That’s a Big Data problem. Keeping it running smoothly and efficiently day in and day out? That’s a Small Data problem.

However, most IT operations teams I talk to have a Big Challenge. On a daily basis, they have to turn Big Data into Small Data to do their jobs. It’s hard to do and takes a lot of time.

Because they have so many monitoring tools, they end up with Big Data. Terabytes of application and infrastructure performance data chock-full of interesting insights. But, they’re trying to complete very specific tasks like “figure out why this service is running slowly, and how much of an impact it’s having on the business so I can get the right team working on restoring it to normal service levels.” So, they start downsizing their data to bend it to the task they need to complete. Big becomes Small through significant human effort.

INETCO Insight is built around a Small Data philosophy. Simple, contextual facts to help IT operations teams complete tasks faster. You’ll only find five metrics on our dashboards: duration, rate, failed rate, network delay and application delay.

Within a few clicks you can get these measurements for any application, transaction, component, or network link. You can see them in real-time, over time, or go back in time.

When you see a data point or trend you’re interested in, you can get a short list of the exact individual transactions generating those data points. Each of those individual transaction records is presented exactly the same way, with instant access to complete details on the transaction (This is one place where we have a LOT of data, but because it’s all about a single transaction, it’s not Big Data).

Don’t get me wrong, INETCO Insight isn’t a simple piece of software. We actually solve a whole host of ugly Big Data problems so we can generate and analyze the Small Data IT operations teams need. I think we’ve got it right – Big Data is for computers, Small Data is for people.

If you are interested in learning more about the INETCO Insight application performance management software, you can download this product overview whitepaper, or contact INETCO for a demonstration. 

Transaction Junction is a subsidiary of one of the largest providers of prepaid air time in the world – Blue Label Telecoms Limited (JSE:BLU). Providing end-to-end transaction management solutions within South Africa, India and Mexico, their processing business is divided between electronic funds transfer (EFT) and value added services (VAS). They are also a recent adopter of transaction-centric application performance management (APM). Here’s why:

Transaction Junction’s VAS side of the business is growing – fast.  The number of critical transactions linked to private label loyalty cards, closed loop credit cards, lotto ticketing, bill payment, prepaid electricity and prepaid mobile air time now account for more than half their processing business.  This means customers such as the RCS Group, SPAR Group, National Lottery, Capitec Bank, Spark ATM Systems, TOTAL South Africa Petroleum, ShoeCity, Jumbo Cash & Carry, Woolworths, Franco Cecatto and Queue Shoes are seeing an increasing amount of revenues attributed to these product sales.

If a supplier connection or service application fails, it results in a direct revenue loss and a very dissatisfied consumer. As a result, Transaction Junction has had to adopt ways to monitor the performance and availability of their expanding service suppliers and applications. Choosing a network-based solution, they were able to have transaction-centric application performance monitoring software installed and running within their data centers in less than a week. The APM software has enabled IT operations, application support and help desk teams to analyze real-time transaction performance by customers and authorization hosts, and to share common visibility into performance issues that are affecting customer service delivery.

Transaction Junction also adopted real-time alerting capabilities as a part of its daily operational process. These real-time alerts contain relevant response codes and timing information that quickly indicate what type of event is degrading the customer experience, the severity of the issue, and who is responsible for it. Alerts are also configured around specific elements contained in the application message, and include warnings of authorization host or switch connection time outs, message format errors, data base errors, network availability issues, cryptographic errors, and supplier offline or product not available scenarios – information that previously took hours of manual labour time, multiple tools and endless finger pointing exercises to access and piece together.

With the adoption of transaction-centric application performance monitoring, Transaction Junction gained an operational view that reflected what the consumer was experiencing.  As Neal Bresler, Operations and Security Manager at Transaction Junction summed up,

“The primary driver for the implementation of INETCO Insight was to provide an operational view of our transactional environment that reflected the customer’s experience.  This is particularly true when system performance degrades as opposed to complete system failures. INETCO Insight allows us to easily adjust our view and sensitivity to proactively detect the onset of system degradation.”

Some of the key features resulting in significant efficiency gains, proactive troubleshooting and improved service delivery include:

• Automatic linkage of an alert to the individual transactions that triggered it
• Customizable alerts that proactively detect the onset of system degradation
• Real-time correlation of hop-by-hop response timings, network TCP acknowledgement metrics and application message information for each transaction to speed up troubleshooting
• A lightweight deployment model – no agents, extra traffic load or code changes

To learn more about the actual business/technical requirements and the business impact Transaction Junction was able to make by adopting a transaction-centric approach to their application performance management, read this full case study.

Source: RSR Research March 2013

Interesting data?  Personally, I think it speaks volumes… transaction volumes, that is.  To exponentially expand their business, all a bank or payment processor needs to do is:

• Support an ever-growing number of payment options,
• Show immediate responsiveness to consumer transaction issues, and
• Explore a few ways to keep down processing costs

How hard can that be, really?  Ha.

If you work for a bank or payment processor, and spend your days within an IT operations environment, you already know the answer.

As consumer demands for more service and payment options continue to grow, retailers are expecting banks and payment processors to “keep up” and expand processing capabilities to cover all emerging payment channels. As a result, IT operations teams are finding themselves monitoring more diverse transaction types and taking responsibility for a transaction switch that needs to do a lot more than it used to.  We have heard many of our own banking and payment processing customers make the analogous reference to new service roll-outs as “the straw that broke the camel’s back.”

Today, there are more third party applications and stand-alone software modules being layered over switching applications than ever before. Many use modular architectures that wire together multiple, distributed components (e.g. HSMs, preferences servers, databases, 3rd party services) to execute a single transaction. And, increasingly, IT operations teams are facing pressure to run all of this in a private cloud environment to simplify scaling and disaster recovery.

Modern switching applications are also playing host to an explosion of message-based services ranging from POS, mobile and online purchase applications, to security encryption, to the looming EMV. Many of these critical security and service applications are moving to, or already reside in SaaS, virtual or Cloud-based environments, making visibility into business activity levels and end-to-end transaction performance tough.

This is even more of a struggle for payments organizations that are failing to upgrade their application performance monitoring tool sets through this transition – leaving them with diminished visibility into application and transaction performance. In many cases it’s impossible to upgrade legacy tools to operate effectively in a modern transaction switching environment.

So rolling out new services, implementing new architectures, and managing a consolidated payments environment does have its challenges for banks and payment processors… Delivering the ideal end customer experience to retailers and the operational efficiency needed to control processing fees is definitely getting more complicated.  But for the banks and payment processors that do figure out how to guarantee service delivery and operational efficiency across all emerging payment channels, the payoff will be tremendous.

To delve deeper into the business challenges, opportunities, and organizational inhibitors that ultimately shape retailers’ technology investment priorities, take a look at: Retail Payments: When the Future Becomes Now , RSR’s first benchmark report on the retail payments process. It can be downloaded for free from the link above.

If you would like to learn more about the role transaction-centric application performance management solutions such as INETCO Insight play within multi-channel retail payment environments, contact us for a demonstration.     

• The number of deposits or withdrawals on an ATM for a selected time period
• The number of transaction failures, approvals, declines, force posts and reversals on your hosts
• The number of transaction failures, approvals, declines, force posts and reversals on from your different card issuers.

When you log into the INETCO Insight transaction-centric application performance monitoring software, you can use the new analytics view by selecting the “Object Analytics” tab and selecting which category you want to view (i.e. Terminals, Host Links, or Card Types). The first thing that pops up is a list of the most recent analytics available for all of the objects you have configured:

If there is an object you are interested (say an ATM terminal where you have been alerted to having performance issues or transaction anomalies) you can use the “Quick Filter” to view analytics for only that ATM.

You can also “Set Time” button to change the time you are viewing.  Here you can select to view your analytics up to 8 days in the past.

The columns in the list allow you to customize your view and sort by any column so you can quickly see your data in a way that makes sense to you.

We also wanted a way to highlight terminals or hosts whose performance behavior is outside the “norm”, so we added a feature where you can highlight the outliers for each of the columns.  To turn this on, select the wrench button on the top right side and select “Use Standard Deviation for column thresholds”.   You can scroll through the list and see the outliers quickly and do more investigation if necessary.

The other feature we included was the ability to view the historical trends.  The “Object History” view shows all the available statistics for the selected object over the last 8 days.

It is also important to be able to get to individual transaction-level detail quickly, so if there is a problem or issue you can isolate and investigate way faster (in fact, our customers report an average of 65-75% faster).  By clicking on any row in “Object Analytics” view, you can open up the Object History view or the Transaction Log view to show the transactions for that time period for the selected object.

A helpful feature?  We sure hope so.  If you are interested in sharing your thoughts, or arranging for a demonstration of the INETCO Insight product, please don’t hesitate to contact us at insight@inetco.com.

You would also love to share with you a complimentary whitepaper we created titled: Thinking Beyond the ATM:  How End-to-End Transaction Visibility Improves the Customer Experience

Download Your Complimentary Whitepaper From NCR & INETCO

Over the past few months, we have seen retail financial institutions face mounting pressures to keep up with evolving self-service banking applications and meet consumer expectations around “on-demand” accessibility, consistency and choice. We have seen virtual channels explode due to high speed Internet, security advances and mobile accessibility.  We have also seen creative convergences between direct services offerings, social media and personalized marketing campaigns.

So what does this all mean?  It means that we are living and breathing a very cool self-service evolution. Integrated, multi-channel retail banking is a reality – presenting increasing operational risk…and endless revenue opportunity for those retail financial institutions that are “ready”.

It also means that the most likely point of unexpected service latencies or transaction failures has shifted.  In a multi-channel self-service delivery environment, most performance issues occur not in hardware devices (such as an ATM) whose technology is fairly mature, but in the handover of transactions from one IT hop (e.g. device, processor, core banking platform, third party service providers, back end connection) to another.

To be “ready” requires IT operations teams and channel delivery managers to have a combination of management solutions that can deal with both self-service device performance and end-to-end transaction performance. The powerful combination of device or ATM monitoring and transaction-centric application performance monitoring (APM) gives you complete, holistic visibility into your critical devices, service applications, consumer transactions and the underlying infrastructure they run on.

Recently noted by Jamal Abboud, Group CIO of National Bank of Abu Dhabi,  “The ability to combine and analyze granular details on consumer transactions and ATM device statistics means we have maximum control over all the various services and payment options being provided through our ATM network and other banking channels.  We can react in seconds – not hours – to what our end customers are experiencing.”  

As the only transaction-centric application performance management software provider to specialize in the performance of self-service banking networks and applications, we decided to release a whitepaper on 5 recommended Best Practices when it comes to monitoring integrated, multi-channel retail banking environments.  Our goal was to help today’s retail financial institutions to:

• Reduce consumer transaction failures
• Deliver seamless service integration across multiple channels and networks
• Improve communications between modern applications, third party connections and core banking systems

Key recommendations included:

1)      Adopt real-time transaction monitoring across all your self-service delivery channels.  Without  monitoring the transactions themselves as opposed to the hardware or device systems, operators will be blind to slow downs or failures in transactions and unable to trace the source of the problem.  Real-time transaction monitoring will enable you to provide consistent levels of service, spot consumer transaction issues as they emerge and become more proactive across all your integrated channels.

2)      Monitor every transaction coming to and from your core banking system.  Look beyond uptime and start using response times, usage patterns, and failed transactions as key metrics.  These will help you to identify communication issues between modern applications and core banking systems, and isolate the source of any transaction slowdowns or failed consumer interactions on average 65% faster.

3)      Use transaction-based monitoring and analytics to track the performance of external and internal service providers (e.g. 3^rd party web services, bill payment systems, mobile top-up apps, managed hosting providers, core service providers, private cloud environments, co-location facilities, EFT and interbank connections).  That way you can reduce blame storms and hold them accountable for their issues affecting the customer experience.

If you are interested in reading the whitepaper we have co-written with NCR, you can download it here.

We also invite you to join us for a 45 minute webinar on Wednesday, March 27th  to learn more about transaction-centric application performance monitoring software and what these 5 practices will actually look like when implemented within a multi-channel banking environment.

So are you ready to lead the self-service evolution?  Your feedback and thoughts would be most welcome!!

A couple of years ago, I attended the Computer Measurement Group (CMG) conference in Washington, DC and connected with a lot of great people.  I was pleasantly surprised to see a lot of the attendees shared my passion for creating useful visualizations and was also looking for the best way to display their data so it could be easy to explore, understand and share.  Scott Chapman from American Electric Power was particularly interested in topic and had a lot of great ideas so while sharing a conventional beverage, we decided to write a paper together and submit if for the CMG 2012 conference.

Even though Scott and I lived across time zones and in different countries (Scott is from Columbus, Ohio and I am in Vancouver, BC) we were able to collaborate and write a paper about best practices and guidelines for creating visualizations.  We were happy to see our paper, “Better Information from Better Data Visualization”, got accepted and even happier to learn that it also won the Best Paper award.

Here’s a summary of the whitepaper:

As performance analysis and capacity planners, we collect data to share with co-workers and management in order to explain and justify our technical capacity and performance recommendations. To display this data, we often create the easiest graphs and don’t consider how it is perceived. This paper discusses ways to visualize data and describes scenarios in which these visualizations should be used to transform data into useful information. We discuss common ‘mistakes’ and ways to improve your charts to better get your point across and better represent your intended message.

As well as winning the Best Paper award, I was awarded the J. William Mullen Award for our presentation!  The Mullen Award includes a stipend that will enable me to present this paper to a number of regional groups in North America, EUROTEC in the UK, and International chapters around the world.  I am honored and excited that I get to share our paper and our work with others and look forward to spreading the word about how to create good visualizations.

I would also like to share this paper with any of you that are interested in data visualization, and would love to hear of any major challenges you may be having when it comes to exploring, understanding and sharing your data.

The title of the report begs the question: Is Application Performance Management becoming obsolete? The answer is maybe unclear at this point. But Cappelli does infer that APM suites will evolve and offer more analytics-based data as these two aspects of application performance monitoring converge over the next five years.

Cappelli says:

“The end-user experience will continue to grow in importance…I’m beginning to get some calls from end-users looking at the CMDBs or asset management databases or trouble ticketing systems and asking if they can use analytics in these areas…That is a new development that takes us beyond performance and availability.”

According to Cappelli, there are three key reasons for this evolution:

1) Application Complexity and Interdependence

Cappelli points out that we will see changes in how we watch and monitor applications as they become increasingly complex and interdependent with one another:

“Non-analytic APM tools will continue to generate more and more data, [and] in order to understand what is going on in the application, deeper and deeper analysis capabilities are required.”

APM vendors need to be very conscious of the law of unintended consequences when it comes to delivering and presenting APM data. For example, the INETCO Insight software collects data off the network and decodes every application and network message to extract data fields and enable complex transaction correlations. It would be very easy to overwhelm an operations user with this detail. Instead, we’ve worked very hard to structure how the data is presented, how much data is retained, and how visualization techniques can make it easy for users to quickly understand and act upon APM information.

2) Automation of Monitoring

The aforementioned complexities and interdependencies of applications means that it won’t be humanly possible, let alone resource-effective, to oversee everything that’s going on. Cappelli explains:

“Root cause analysis…now [is] not really done with analytics tools [but] by looking at the topology map. As the application topologies become a lot more complex, you are not going to be able to just look at a map on the screen and find the root cause. You are going to have to apply some sort of automated algorithm that will identify what could be the cause.”

Our answer to this problem is a unique data model we call the Unified Transaction Model. It is a set of automated algorithms that transforms low-level network and application information gleaned off the network into higher-level application and business transaction objects. Part of this transformation involves mapping the observed activity to a set of ideal models and highlighting where slowdowns or failures occurred. Key data and meta-data is preserved at each layer (e.g. IP addresses, SQL statements, session IDs, etc.) to assist in root cause determination.

3) Proactive Strategies to Potential Problems

As IT organizations place increased emphasis on end-user experiences, predictive analytics will become a key component in monitoring application performance. After all, end users do not care why an app is not working – they just get frustrated when it does not work. So it makes sense to address potential glitches in a proactive fashion, which analytics can better address.

Says Cappelli:

“Until now most of the burden of the application performance monitoring tools has been in the area of retroactive determination of the root cause of the problem. We are seeing, with the people we talk to, more and more focus on getting out ahead of problems before they occur. And in order to do that kind of predictive action, you need some kind of analytics tools.”

Many INETCO Insight customers use our flexible alerting engine to set multiple threshold triggers on things like response time or failure rate. For example, they’ll set a “warning” threshold at 4 seconds (which is a significant delay in performance, but still within their SLA), and a “critical” threshold at 6 seconds. INETCO Insight will automatically capture the transactions responsible for the “warning” event, allowing teams to analyze these and get ahead of problems before they occur.

At INETCO, we have long predicted that analytics are going to be a part of the APM equation. Our latest version of INETCO Insight comes with a new analytics service that monitors transaction usage, as well as performance characteristics from users, devices, and hosts, and then pushes that data via the user interface and an API. This means we now analyze the performance characteristics of every user, device, and component of a distributed application and can provide this information to the higher level IT operations analytics platforms Cappelli describes.

Cappelli also states:

“I think you’ll see IBM, HP, BMC, CA, Compuware rolling out generic IT operations analytics platforms, if they are in multiple enterprise management areas. If they are an APM specialist, like a Compuware, their analytic platforms will tend to be more specific to APM.”

We see this combination – APM and IT operations analytics – as extremely powerful.  We’ll be providing a detailed use case example of how you can use our “Object Analytics” capabilities in next Friday’s blog.

Vancouver, Canada – February 19th, 2013 - INETCO Systems Limited, a leading provider of transaction-based application performance monitoring solutions, today announced the National Bank of Abu Dhabi (NBAD) has chosen INETCO Insight to monitor customer service delivery across their ATM networks and other core banking channels.  NBAD, largest bank in UAE by market capitalization, will be the first bank in the Middle East to deploy INETCO Insight alongside NCR’s APTRA Vision self-service banking software, gaining a powerful “one-stop” view into device performance and business transaction management.

“The INETCO Insight end-to-end transaction monitoring capabilities, bundled with NCR’s APTRA Vision product, represents a combined solution that is far superior to any other application performance monitoring products in the market today,” says Jamal Abboud, Group CIO of NBAD.  “The ability to combine and analyze granular details on consumer transactions and ATM device statistics means we have maximum control over all the various services and payment options being provided through our ATM network and other banking channels.  We can react in seconds – not hours – to what our end customers are experiencing.”

With INETCO Insight, NBAD gains real-time access to rich transaction intelligence that can help them ensure all banking transactions are secure and reliable. The software captures every customer transaction in real-time and correlates all device, switch, and network response timing data – without the use of agents, extra traffic loads or code changes.   NBAD’s ATM and IT operations teams can receive instant notification when transactions slow down, time out or fail, and can quickly isolate third party response issues, communications failures, underperforming components or infrastructure bottlenecks – on average 65% faster.

“NBAD is the first bank in the Middle East to adopt the INETCO Insight solution and recognize that what happens between customer facing devices, the switch and other third party components can affect the completion of an end customer’s transaction,” says Bijan Sanii, President and CEO of INETCO.  “We greatly admire their technological leadership and the emphasis they put on delivering an exceptional customer experience through their ATM networks and other core banking channels.”

NBAD has one of the largest networks in the UAE, with more than 120 branches and 570 ATMs across the country.  The Bank also hosts the largest global network among all UAE banks.  Since 2009, NBAD has been ranked one of the World’s 50 Safest Banks by the Global Finance magazine and the safest bank in the Middle East. The Bank was also named in 2011 the Best Bank in the UAE for the third consecutive year by Euromoney. NBAD surpassed US$1 billion net profits in 2010, becoming the first UAE bank to reach this milestone.

The sale of INETCO Insight to NBAD was orchestrated through NCR.

“INETCO Insight and NCR APTRA Vision solutions align with NBAD’s priority of exceptional service delivery,” says Bob Tramontano, Vice President, NCR Financial Services.  “Within their first year of deploying INETCO Insight, customers have reported up to a 26 percent reduction in failed transactions and a 65 percent faster isolation of transaction performance issues. INETCO Insight’s transactional intelligence will help NBAD gain meaningful data from their self-service channels in order to improve operations and deliver a great experience for their customers.”

To learn more about INETCO Insight and monitoring multi-channel retail banking environments, sign up for the complimentary webinar and whitepaper discussion happening this Thursday (February 21st) titled, “Self-service Evolution or Die: 5 Best Practices for Monitoring Multi-Channel Banking Environments.”