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Friday, August 19, 2016

Selamat HUT ke-71 Kemerdekaan RI, Sayangnya SDM dan Industri TIK Kita Belum Merdeka

Selamat HUT ke-71 Kemerdekaan RI, Sayangnya SDM dan Industri TIK Kita Belum Merdeka

Komite Penyelarasan Teknologi Informasi dan Komunikasi (KPTIK) menilai bahwa kesiapan sumber daya manusia (SDM) untuk mencapai target ekonomi digital masih menjadi kendala besar. Indonesia masih sangat kekurangan SDM yang kompeten untuk mengelola industri TIK. KPTIK menyoroti dua masalah atau isu utama pada dunia TIK di Indonesia. Pertama definisi TIK yang masih carut-marut. Kedua kesiapan SDM untuk menyambut gegap gempitanya pesta-pora dalam industri TIK itu sendiri.

"Banyak definisi salah kaprah soal e-warung, smart city, digital business, dan lain-lain. Semua orang bisa membuat definisi sendiri, padahal belum tentu definisi itu benar. Anehnya tidak ada yang mau teriak soal definisi-definisi ini," ujar Ir Dedi Yudiant, praktisi TIK yang kini menjabat Ketua Komite Penyelarasan Teknologi Informasi dan Komunikasi (KPTIK), Kamis (18/8/2016).

Pada saat berkunjung ke Amerika Serikat bulan Februari 2016 lalu, Presiden mengangkat konsep ekonomi digital sebagai topik utama. Nilai potensi ekonomi digital Indonesia pada 2020 akan mencapai 130 miliar dollar AS atau sekitar Rp 169 triliun dengan kurs Rp 13.000 per dollar AS. Jika konsep itu berjalan dengan baik, nilai itu akan tercapai.

"Tapi dengan apa kita akan mencapai itu? Ekonomi digital kan butuh SDM yang banyak, dalam hal ini adalah lulusan SMK yang paling tepat dijadikan operator digital itu. Tapi, kondisi yang ada sekarang ini banyak lulusan SMK belum terserap industri, malah ingin kuliah. Mau kemana mereka setelah lulus bersaing dengan SMA? Di sisi lain, kesiapan guru dan kurikulum yang ssesuai tandar industri TIK masih harus dibenahi. Untuk itu, butuh pelatihan-pelatihan khusus untuk mengejar akselerasi itu,” ujar Dedi.

Berdasarkan data Kementerian Pendidikan dan Kebudayaan RI, ada sekitar 4,4 juta siswa SMK yang bisa menjadi generasi siap pakai. Tenaga kerja lulusan SMK itulah yang sebenarnya dibutuhkan oleh pemerintah dalam mewujudkan visi ekonomi digital itu secara cepat, selain ada sumber SDM melalui BLK (Balai Latihan Kerja) dengan menyasar generasi muda tamatan SD/SMP yang merupakan 62%  dari angkatan kerja.

“Apa jadinya ketika Yahoo tiba-tiba menutup layanan emailnya? Apa efeknya jika Gmail pun menutup layanan surat elektroniknya lantaran semua pengguna harus bayar? Bagaimana jika Facebook juga melakukan hal serupa? Apa yang bisa kita lakukan? Hari ini, dalam suasana kita merayakan ulang tahun Kemerdekaan RI, dunia TIK kita ternyata masih belum merdeka. Kita masih tergantung pihak asing," ungkap Dedi lebih lanjut.

Produk asing makin merajalela, sehingga membuat masyarakat Indonesia makin ketergantungan memakainya. Indonesia hanya akan kehabisan waktu jika mengejar capaian produk-produk asing itu, seperti Facebook, Google dan lain-lain yang sudah mencengkeram kuat.

Tapi, itu bukan berarti orang Indonesia tak mampu membuat produk sekelas Facebook atau Google. Lantaran itulah kesiapan SDM Indonesia menjadi persoalan paling utama untuk diprioritaskan.
Untuk tujuan itulah, KPTIK yang didukung hampir semua organisasi di bidang TIK dan para pakar TIK dari segala bidang, mulai software dan hardware, internet, telekomunikasi dan banyak lagi, menggagas berdirinya "Cyber Maestro Center" atau CMC. CMC dirancang sebagai training for trainer dari para "maestro" TIK di bawah koordinasi KPTIK untuk para guru dan pelatih serta generasi muda yang mau masuk ke dunia TIK.

“Butuh dukungan SDM yang kuat di segala bidang untuk membuat sebuah produk startup bisa menjadi viral macam Facebook, Twitter, Google, yang dipakai untuk kebutuhan sehari-hari, dan bisa meraup pendapatan. Inilah yang akan kami mulai di CMC" ujar Fanky, Ketua Pokja "Maestro Class & Maestro Teacher Program".

Di CMC inilah Fanky dan para pakar serta praktisi TIK Indonesia, menyediakan ruang maya bagi para guru atau maestro untuk mengisi materi yang dibutuhkan para generasi muda agar mereka bisa memahami industri TIK untuk bekerja dan berusaha di bidang industri TIK.
Ada sekitar satu juta pelajar SMK yang lulus dari sekolahnya setiap tahun. Mereka tidak hanya ada di kota, tapi juga di desa-desa di seluruh Tanah Air. Para pelajar SMK itulah yang perlu disiapkan menjadi operator ekonomi digital Indonesia, selain generasi muda di pedesaan juga bisa diberdayakan.
"Segala hal di sekeliling kita sekarang ini sudah semakin mengarah digital, apapun itu. Mulai dari pesan makanan, transportasi, sampai dengan transaksi keuangan dan bidang lainnya, sudah semakin berbasiskan digital. Sumber penyedia SDM yang paling banyak untuk memenuhi kebutuhan tersebut saat ini adalah SMK dan BLK. Untuk itu para guru dan siswanya harus disiapkan dengan serius, tak bisa hanya mengandalkan peran pemerintah semata," tukas Fanky.

Tentang KPTIK
KPTIK (Komite Penyelarasan Teknologi Informasi dan Komunikasi) adalah organisasi yang dibentuk untuk membantu memajukan kualitas pendidikan TIK di sekolah, pesantren, BLK (Balai Latihan Kerja), lembaga pelatihan, perguruan tinggi, dan komunitas-komunitas berkumpulnya generasi muda, sehingga nantinya diharapkan kemampuan SDM generasi muda sesuai dengan kebutuhan perkembangan industri TIK masa kini.
Pendiri dan anggota KPTIK adalah hampir semua asosiasi/organisasi TIK di Indonesia, antara lain AINAKI, AOSI, APJII, ATSI, Genta Foundation, APKOMINDO, ASPILUKI, Klik Indonesia, Meruvian, LSP Open Source, APMI, LSP Telematika, LSP Komputer, FTII, dan Onno Center

Sunday, August 14, 2016

Perhitungan ROI untuk Monitoring System PRTG

Introduction

ROI is the magic abbreviation for any manager: „Return on Investment“ is intended to provide a simple calculation that determines the period during which an acquisition is amortized. Of course, when evaluating monitoring software, it would be interesting to know how long it would take until the purchase price of the software is regained by the various benefits of the software. However, so many incalculable factors come in to play that a precise ROI is impossible to calculate. It still doesn’t hurt to take as many numbers as possible into account when evaluating a monitoring solution, and to consider these for the decision.

The Impossibility of Quantification

The cost side of introducing of a monitoring solution can be put into numbers rather easily and reliably: license and hardware costs, implementation investment and service costs can usually be calculated precisely. The difficulty lies in quantifying the benefits of a monitoring solution. After all, monitoring does not initially generate revenue, but instead obviates losses by preventing failures. But what damage actually occurs if a mail server crashes? How much do two hours of downtime of the entire IT cost? How high are the losses if a website is offline for a day? And above all: which failures will the monitoring software actually prevent?
Another aspect of implementing a monitoring solution is long-term data collection, on the basis of which optimization measures are planned and executed: hardware and bandwidth can be acquired and distributed to meet exact requirements or avoid excess costs accrued by unused resources and failures through long-term optimization. This poses the question when calculating the ROI: how do you know in advance how much you might save through long-term optimization – especially while searching for the tool that should identify this saving potential for you?
How, then, should you orient yourself and how can you decide whether the purchase of a monitoring solution will ultimately be profitable? First, you should determine all the figures you can. Even if you don’t end up with an exact ROI, every number helps. In the following pages, we have gathered various average values and example numbers that can – if used with caution – help you estimate the cost and value of network monitoring solutions.




Statistical Costs for IT Failures

In 2012, American analyst Michael Krigsman calculated the global costs generated by IT failures to be 3 trillion USD per year. With this estimate, Krigsman puts the results of a study by the British Computer Society into perspective, which estimated the costs to be above 6 trillion USD in 2009. Another study by software manufacturer CA Technologies claims IT failures, on average, cost small companies 55,000 USD, mid-sized companies 91,000 USD and large companies and corporations 1,000,000 USD. Gartner estimated the average costs for network downtime in 2014 to be 5,600 USD per minute of downtime, which equates to 300,000 USD per hour.
The collaboration specialist Avaya calculated a similar value in a survey of European companies. 81% of the surveyed companies suffered network failures in 2013, which resulted in average costs of approximately 68,000 EUR for 77% of the companies. One in five of the affected companies let the responsible IT staff go as a result. In Germany, it was one in four.
The German research company Techconsult performed a study in 2013 that examined the cost of IT failures in German mid-sized companies. 300 companies with 200 to 5,000 staff were surveyed. This study revealed considerable yearly losses as well: 380,000 EUR per year, per company. One hour of downtime for the IT systems is estimated to cost between 20,000 EUR and 40,000 EUR and the participating companies had on average four failures per year and recorded the restoration duration to be 3.8 hours per failure.
The Bern University of Applied Sciences had a very different, theoretical projection. In 2009, the costs for IT outages in smaller companies were classified according to various factors and then simulated using a fictitious company with 50 staff and yearly revenue of roughly 4 million USD. The result was 10,000 EUR per outage and around 5,000 EUR per hour of network downtime. This study is somewhat older, but remains of interest because it takes smaller companies into consideration, which are seldom included in such analyses. Analysts like Gartner and companies like CA and Avaya have a clear focus on large companies. What they consider to be ‘small’ companies are often much larger than the fictitious company in Bern University’s study.
Regardless of their accuracy and relevance for individual companies, these numbers show that IT outages cause substantial financial damage and everything that can help to avoid them and/or quickly resolve them is generally worthwhile and justifies a certain (financial) investment. But in order to create a sound foundation for your decision, you need more: various factors must be considered.

Numbers and Factors for ROI Estimation

Some factors are relatively easy to quantify and should be familiar to you.
Here are some examples: 
  • Costs = salary and benefits for IT staff
  • Average time required to restore failures and network downtimes
  • Number and duration of network downtimes that affect productivity of staff, individually or collectively within a specific time frame (the past year, five years, …)
  • Average revenue via web shop
  • Contractually arranged compensation for nonadherence to SLAs by service providers
Other factors are much more difficult (or impossible) to quantify, such as the following:
  • Unavailability of customer support
  • Unavailability of the website as an image or marketing instrument
  • Failure of individual systems while others are still functioning
It becomes even more difficult in cases where there is no total outage, only performance setbacks, such as slow website response times, or delayed emails:
  • How many clients make purchases in a slow web shop and how many give up if the page loads too slowly?
  • What are the effects if internal systems work painfully slowly, but staff is still able to complete their tasks?
  • What damage occurs if emails are delayed?
Although they are relatively easy to substantiate, these inconspicuous costs are often underestimated because they are easy to ignore in day-to-day routine. One example of this is the additional workload that accumulates if you are constantly, laboriously searching for the source of smaller outages. If you invest an average of four hours per week in this task, that amounts to 10 % of your work time – with a yearly salary of 75,000 USD, that’s already 7,500 USD per year. That’s more than enough to purchase some monitoring solutions, which would take over this workload for you. Of course, that amount does not include other costs generated by these outages, like the important tasks that get left by the wayside or detraction from general productivity.



Incalculable Dreams of the Future

So far, one of the integral factors of ROI calculations has been mentioned only briefly: comprehensive monitoring solutions do not only provide short-term error recognition and alerting, but also offer the opportunity to optimize the entire IT based on intelligent evaluation of data gathered over time. If, for example, parts of the infrastructure are virtualized, precise knowledge of the bandwidth and memory requirements of the affected applications is essential. Long-term data is needed to ensure that even temporary peak demands are included. A classic example is accounting software that regularly produces network loads at the end of each quarter, but runs idle the rest of the time. It becomes even more interesting when monitoring solutions support trending and can independently evaluate data so as to predict forthcoming developments. In its simplest form, this could be continuous monitoring of a hard drive that precisely predicts when the capacity of the drive will be used up. But in some cases, even data flow developments or impending bottlenecks and outages can be predicted.

Can the potential benefits of a monitoring solution as a foundation for long-term network optimization be translated into concrete numbers? No! Is this optimization a deciding factor in evaluating the right tool? Yes! This optimization is an abstract factor beyond concrete numbers that you will have to judge according to your experience and take into consideration for the decision. Other companies’ experience might be helpful in evaluating the value of the optimization.



Real-Life Numbers

For years, Paessler AG has been running continuous customer surveys. Clients are asked, among other things, about savings through PRTG Network Monitor. One analysis of answers from 648 clients in 2015 shows the potential that implementing a suitable network monitoring solution can bring.

TIME SAVING IN NETWORK MANAGEMENT

154 of 648 clients (24%) report saving some work time with PRTG, while 415 clients (64%) save a lot of time to an exceptional amount of time.



























COST SAVING IN NETWORK MANAGEMENT

The question regarding network management costs returns similar values. 46% (301 clients) save a lot of value to exceptional value and 33 % (213 clients) indicate saving some value.
roi_en-2.png


IMPROVEMENT IN RELIABILITY

An impressive 78 % (504 clients) confirm that PRTG has considerably increased the general reliability of their IT.


Hidden Costs in Monitoring Solutions

Above, we described the cost side of monitoring solutions as being relatively easy to calculate. This is generally correct, but there are other factors here that must be considered as well.

1. Modules and Add-Ons

Many solutions are like big building sets, containing a lot of different tools, add-ons and modules. What seems reasonable at first – you just buy what you need – often turns out to be a complicated money pit. It can be extremely difficult to assess which modules will be needed in advance and to include these in the calculation. Once you’ve implemented the solution, you will most likely prefer to bite the bullet and purchase missing modules instead of going through the effort to replace the solution right after purchasing it.

2. Open Source vs. License Costs

Open source solutions seem to offer huge saving potential at first – after all, you save the (sometimes formidable) license costs of commercial software. However, these solutions usually require high investment for implementation and maintenance. With the help of a neutral Nagios expert, monitoring provider Paessler created an example calculation of the costs for licensing, implementation, customization and one year of operation for a Nagios installation and a PRTG Network Monitoring installation: while implementation of PRTG came to a total of 5,412.50 EUR including license costs, the Nagios experts estimated their costs to be over 10,000 EUR7.
Of course, this doesn’t take into consideration that you and your Linux experts undoubtedly have enough other tasks to worry about without investing huge effort in implementing and maintaining a monitoring system.

Conclusion: Realistic Estimation Instead of Blind Faith in Numbers

First of all: the available ROI calculators often are not really constructive. The human brain is still much more powerful than any computer, where intuition, abstraction and transfer of learning are concerned. Of course, these calculators can be used for interest’s sake – taken with a grain of salt, the numbers can be helpful – but be prepared for endless contact requests from Xing and LinkedIn, if you have to enter your contact data to view the results.
It’s better to trust in your healthy common sense and to collect, evaluate and compare available numbers. These can be costs calculated by analysts for IT outages, examples from client case studies, average values for outage times of IT components, etc. However, concrete costs also play an important role, including salaries for responsible staff, daily revenue from the web shop or the number of employees in the company. You also need to keep company-specific costs in mind, as the prices you see on the manufacturer’s page do not necessarily reflect the end cost of the monitoring solution – implementation, consequential costs for upgrades and modules and maintenance costs must be included in the calculation as well.
Above and beyond all number games, you should factor in your own experience with outages that could have been prevented by efficient monitoring. This isn’t about formulas and calculations, but about developing a sense of the costs that could be – or may have already been – incurred through disturbances in your IT systems. And don’t forget the potential added value that a monitoring solution can provide through long-term IT (cost) optimization. Here’s a brief overview of the most important factors:











Costs

  • License costs
  • Implementation effort
  • Upgrades und modules
  • Service fees
  • Maintenance effort

Benefits

  • Damage prevention
     - Concrete damage caused by outages and
        interference
     - Damage to company image due to down
        times in the website or customer support
  • Reduced workload for IT personnel
  • Long term IT optimization

Of course, these are not all possible factors that must be taken into consideration. Much depends on your company’s business model: is your website purely a marketing instrument, or does a web shop generate most of your revenue? Can your clients demand higher compensation if you violate the arranged SLAs? Is your team consistently understaffed and thankful for anything that reduces their daily workload? You know your company, your numbers – trust your intuition and think outside the box.

Apakah kita memiliki cukup bandwidth untuk pekerjaan kita ?

"Some applications on my computer are unacceptably slow!" Have you ever heard this from your colleagues? Maybe one of the first issues you think about as a system administrator is a bandwidth bottleneck, because limited performance of applications on the network may indicate a lack of available bandwidth. This results in delayed data packets being delivered to their destination and can lead to slow and unresponsive applications in your network. It can be pretty annoying when you're trying to do a great job and your system is hardly reacting!
Of course, there can be other reasons for poor performance of applications, for example, overloaded CPU or memory. With PRTG Network Monitor you will find out the causes immediately—in fact proactively, before anyone notices the issue. Likewise, you are able to have a close look at the bandwidth usage in your IT infrastructure. PRTG detects network congestion and helps you identify which resources you need to ensure sufficient bandwidth capacity. You can even differentiate bandwidth usage by network protocol and IP address and discern networks devices with excessive bandwidth consumption!

Bandwidth Monitoring Technologies

PRTG provides various technologies to monitor traffic in your IT infrastructure. You can use WMI, SNMP, Packet Sniffer, and xFlow (NetFlow, IPFIX, jFlow, sFlow). The best solution depends on your network and available resources:
  • We recommend SNMP for most standard situations since it needs the least CPU and memory resources, but SNMP does not support differentiation of traffic by service and protocol.
  • We recommend Packet Sniffer if you need differentiation of traffic by service and protocol. This sensor type can also show Toplists for the data, but packet sniffing creates the highest CPU load of the traffic sensors on the PRTG server. However, this works on every router on which you can set up a mirrored monitoring port.
  • We recommend xFlow and IPFIX for high traffic networks. You can use these sensor types with many Cisco, Juniper, and HP devices to measure bandwidth and you can also view Toplists, but it does require configuration of the network devices.

Discerning Excessive Bandwidth Usage

You are able to detect the network devices which consume the most bandwidth when using packet sniffing and/or xFlow/IPFIX. These sensor types can break down network traffic by many different parameters, such as IP addresses, port numbers, protocols, in addition to measuring bandwidth usage. For this purpose, you can use specific filter rules. Using xFlow and IPFIX sensors, the router gathers bandwidth usage data (flows), aggregates them, and sends information about these flows to PRTG via UDP packets. Toplists then show bandwidth usage by connection, protocol, and IP address.
PRTG's built-in Packet Sniffer analyzes all packets which pass the network card of a computer, or you can connect it to the monitoring port of a switch to calculate bandwidth usage. You can create packet sniffers anywhere in your network using remote probes. Just like xFlow and IPFIX, you can view Toplists with all desired information about bandwidth usage.
Using traffic analysis, you can see recent and long-term bandwidth usage, recognize trends which are important for planning of resource enhancement, detect devices and applications with excessive bandwidth usage—and, because of this, you will always have enough bandwidth available to perfectly accomplish all your tasks!

How to Grow and Stay Agile

I have been founder and CEO of this company for almost 20 years. It started as a one person part-time shareware business, and today we are 160 people with 10 offices around the globe, serving 150,000 users every day. With this blog article series, I want to share with you some of the better business and software development decisions we have made in the past 15 years. I could tell you that everything went exactly as planned, but really it was an iterative process. We just did everything we could to grow the business—and then it did...
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The reasons for our success are a combination of luck, good timing, grit, stamina, expertise, and a few important decisions along the way. When I look back, it was these decisions that shaped who we are today. This article series is not about the roads not taken, but about decisions that didn't seem very important at the time and which had a big impact on our business later:

Decision 1: Bootstrap—Take Your Time, Not Someone Else's Money!

Today everybody talks about startups, which pick up millions from investors and must conquer the world very quickly to become "unicorns". But is that really the only viable path to success? Paessler started as a side project of mine in 1997. In the first four years, I worked about one day per week for this startup, developing software, handling PR, marketing, support, and also everything else. During that time I learnt so much in all departments. And it was fun!
In 2001 the dot-com bubble had just burst. Everybody got out of the Internet-and I started taking the business full-time. The profits at this time weren't yet enough to pay my monthly bills, so my wife and I had to live from her salary for a few months, but the profits quickly went up, because I was taking care of things full-time. Since then, the revenues from one month have always paid for our wages and the development of the products that we would sell in the following month—and we soon made profits, too.
We never had a "burn rate": At every point in time we were profitable and would have been able to continue the business forever—without being under pressure to reach a certain goal at a specific time. Starting slower and staying frugal in the early years means that today we have no external investors who demand a certain dividend or demand an IPO (Initial Public Offering). All I did was to turn up for work every morning. Every day. For almost 20 years. I'd never do it differently-to quote Thomas A. Edison: "I never did a day's work in my life. It was all fun".

Decision 2: Company Growth without Culture Is Futile

Four years after starting out alone in 2001, our company already had 6 employees. And it was this core group of people who has shaped the company culture we still live today—in 2016 with 160 employees. This is probably the most important aspect that helped us to manage our growth: to build and maintain our unique culture.
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At Paessler we do many things differently: We look for people who will fit our culture. We won't remodel our company culture to appeal to others. Our culture is not for everyone, but the ones that attach to our culture will flourish in it. Managing growth "guided by culture" beats having a lot of venture capital (VC) money anytime, because we are driven by purpose, not burn-rate. Our business success has a direct impact on our culture and vice versa: Whenever we celebrate a milestone or treat ourselves with a cool event, or get to move to a nice new office building, we always know: We have earned the necessary funds ourselves. It's not a gift. It's not VC money.

Decision 3: The Team Hires the Team

An integral part of our culture is our unique hiring process: All new hires go through our email-based assessment, an initial personal meeting with 1-3 employees, and a so-called "Schnuppertag" (I guess "get-to-know-each-other day" would be a fitting translation). On this day, the applicants spend at least 6 hours at our offices and can experience our culture themselves. They get to meet with up to 12 Paessler experts from various teams, can ask all the questions they like, and we as a team can see if the applicant is a good fit for us. After this trial day, we make our hiring decision as a team.
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This process helps us develop a team of experts who fit into our culture. This enables us to foster long-term working relationship and, most importantly, to have fun working together!

Decision 4: Data-Driven, Analytics and Tracking

Whenever we can, we base our decisions on numbers. Correctly interpreted, numbers don't lie and they provide a more reliable foundation for making a decision than mere gut feeling. When you start looking for business data sources inside a company you will be surprised about the possibilities that you will find. And you can learn so much about how your business actually ticks. This approach isn't cutting edge—it is status quo. Running a software business in 2016 without this kind of data-driven approach is anachronistic.
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Decision 5: Embrace Being a One-Product-Company

Being an independent software vendor, it was important for us to find a niche that was small enough that we could cover it, yet complex enough that Google doesn't do it, and large enough for us to make a living. And with networking monitoring we found that niche by intuition, chance, and constant readjustment, not smartness alone. It translates all the following important aspects directly down to the product level: With PRTG Network Monitor we solve a generic B2B (Business-to-Business) problem that does not depend on a specific language, culture, legislation, business practice, customer company size, industry, or technology.
In our niche, focusing on one product alone isn't a problem. It's good. Everybody at Paessler has no other goal than improving our sales and bookings from this one product. In a time when everybody wants to be part of the digital gold rush, it's a good long-term strategy to sell the shovels. Everybody needs to know what's going on in their networks in order to provide reliable services. It's a fundamental necessity.
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If you have found your niche and a product that perfectly fits that niche, try to withstand the idea of adding other products to your portfolio. This also means no contract work and no OEMs (branded versions of PRTG). Once you have a winner, everything else is too much distraction. By the way, there are many successful one-product-companies, all of them offering a generic product: Uber, WhatsApp, Snapchat, Airbnb, Dropbox, Spotify, and Slack, just to name a few.

Decision 6: The Trial User Is the Decision Maker Is the User

A direct result of choosing your niche is your target group. For network monitoring, our target group consists of system administrators—and this is a great target group! System administrators are used to looking for solutions and products online, they have the ability (and the rights) to download and test software, and they are able to evaluate our product and make their decision based on what they really need. Since system administrators (mostly) have their own budget to spend, it's likely they want to spend it on our product, which can relieve their stress and make their work easier. They are great customers from the get-go-and they continue to be so, as they are used to solving problems on their own: We receive less than one support email from each customer in 3 years. Also they are easy to support and communication is great, as we speak the same language: technology. This directly results in happy customers as our recommendation rate of 98% shows.
Stay tuned for the second part of this blog series, in which I'll focus on decisions that affected the way we develop software...