End User Experience - Perceptions of Performance
February 18, 2016

Larry Dragich
Technology Executive

Share this

If something has always worked, there is a notion that creeps in that says we don't need to improve it, stick with the tried and true. Unless we are concerned that it will fall out of favor or fail to provide us the benefits from when it was first acquired.

When put into the context of technology we enter into tricky territory, trading off new functionality for stability, or stability for new functionality depending on what camp you call home, Development or Operations.

Consider the paradox when vying for limited IT resources from a highly scrutinized capital budget; too small to do it right but too big not to

Using the end-user-experience (EUE) as a yard stick to measure application performance helps provide the needed visibility to create tangible metrics for strategic decision making.

Communicating in terms of the EUE provides a focal point that allows IT to make a connection to the business and speak to them in a language they can appreciate. It doesn't matter if every system dashboard is green, if the end user has a perception that the application is slow, then it is slow.

We are only limited by our beliefs and the perceptions we have of what is real and what brings us value. The end users of our critical business systems are no different, and with the convergence of technology finding its way to their own personal devices, meeting the expectations of a quality customer experience for everyone is much more difficult.

Consider using the Application Performance Management (APM) framework as a reference when working to improve the Customer Experience. The framework puts the EUE at the heart of it all and creates the necessary focus point to help make that connection to the business.

Understandably, the technology saga in how to extract the most meaningful end-user-experience metrics that the business can relate too, can leave even the savviest IT leader perplexed about what tools they should use and what processes they should follow.

Before you select a tool-set or roll out a new process, I recommend starting with a simple APM methodology focused on the EUE. On SlideShare: Click here

You can contact Larry on LinkedIn

Larry Dragich is a Technology Executive and Founder of the APM Strategies Group on LinkedIn
Share this

The Latest

August 21, 2018

High availability's (HA) primary objective has historically been focused on ensuring continuous operations and performance. HA was built on a foundation of redundancy and failover technologies and methodologies to ensure business continuity in the event of workload spikes, planned maintenance, and unplanned downtime. Today, HA methodologies have been superseded by intelligent workload routing automation (i.e., intelligent availability), in that data and their processing are consistently directed to the proper place at the right time ...

August 20, 2018

You need insight to maximize performance — not inefficient troubleshooting, longer time to resolution, and an overall lack of application intelligence. Steps 5 through 10 will help you maximize the performance of your applications and underlying network infrastructure ...

August 17, 2018

As a Network Operations professional, you know how hard it is to ensure optimal network performance when you’re unsure of how end-user devices, application code, and infrastructure affect performance. Identifying your important applications and prioritizing their performance is more difficult than ever, especially when much of an organization’s web-based traffic appears the same to the network. You need insight to maximize performance — not inefficient troubleshooting, longer time to resolution, and an overall lack of application intelligence. But you can stay ahead. Follow these 10 steps to maximize the performance of your applications and underlying network infrastructure ...

August 16, 2018

IT organizations are constantly trying to optimize operations and troubleshooting activities and for good reason. Let's look at one example for the medical industry. Networked applications, such as electronic medical records (EMR), are vital for hospitals to provide outstanding service to their patients and physicians. However, a networking team can often not be aware of slow response times on the remotely hosted EMR application until a physician or someone else calls in to complain ...

August 15, 2018

In 2014, AWS Lambda introduced serverless architecture. Since then, many other cloud providers have developed serverless options. What’s behind this rapid growth? ...

August 14, 2018

This question is really two questions. The first would be: What's really going on in terms of a confusion of terms? — as we wrestle with AIOps, IT Operational Analytics, big data, AI bots, machine learning, and more generically stated "AI platforms" (… and the list is far from complete). The second might be phrased as: What's really going on in terms of real-world advanced IT analytics deployments — where are they succeeding, and where are they not? This blog will look at both questions as a way of introducing EMA's newest research with data ...

August 13, 2018

Consumers will now trade app convenience for security, according to a study commissioned by F5 Networks, The Curve of Convenience – The Trade-Off between Security and Convenience ...

August 10, 2018

Gartner unveiled the CX Pyramid, a new methodology to test organizations’ customer journeys and forge more powerful experiences that deliver greater customer loyalty and brand advocacy ...

August 09, 2018

Nearly half (48 percent) of consumers report that they currently use, or have used in the past, services of organizations that were involved in a publicly disclosed data breach and, of those, 48 percent have stopped using the services of an organization because of a breach, according to Global State of Digital Trust Survey and Index 2018, a new report from CA Technologies ...

August 08, 2018

Here's the problem: IT teams are in the dark. The only information they have available to them is based on what users decide to tell them about through calls to the help desk ...