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

June 21, 2018

There’s no doubt that digital innovations are transforming industries, and business leaders are left with little or no choice – either embrace digital processes or suffer the consequences and get left behind ...

June 20, 2018

Looking ahead to the rest of 2018 and beyond, it seems like many of the trends that shaped 2017 are set to continue, with the key difference being in how they evolve and shift as they become mainstream. Five key factors defining the progression of the digital transformation movement are ...

June 19, 2018

Companies using cloud technologies to automate their legacy applications and IT operations processes are gaining a significant competitive advantage over those behind the curve, according to a new report from Capgemini and Sogeti, The automation advantage: Making legacy IT keep pace with the cloud ...

June 18, 2018

It's every system administrator's worse nightmare. An attempt to restore a database results in empty files, and there is no way to get the data back, ever. Here are five simple tips for keeping things running smoothly and minimizing risk ...

June 15, 2018

When it comes to their own companies, 50% of IT stakeholders think they are leaders and will disrupt, while 50% feel they are behind and will be disrupted by the competition in 2018, according to a new survey of IT stakeholders from Alfresco Software and Dimensional Research. The report, Digital Disruption: Disrupt or Be Disrupted, is a wake-up call for the C-suite ...

June 14, 2018

If you are like most IT professionals, which I am sure you are, you are dealing with a lot issues. Typical issues include ...

June 13, 2018

The importance of artificial intelligence and machine learning for customer insight, product support, operational efficiency, and capacity planning are well-established, however, the benefits of monitoring data in those use cases is still evolving. Three main factors obscuring the benefits of data monitoring are the infinite volume of data, its diversity, and inconsistency ...

June 11, 2018

Imagine this: after a fantastic night's sleep, you walk into the office ready to attack the day. You sit down at your desk ready to go, and your computer starts acting up. You call the help desk, but all IT can do is create a ticket for you and transfer it to another team to help you as soon as possible ...

June 08, 2018

As many IT workers develop greater technology skills and apply them to advance their careers, many digital workers in non-IT departments believe their CIO is out of touch with their technology needs. A Gartner, Inc. survey found that less than 50 percent of workers (both IT and non-IT) believe their CIOs are aware of digital technology problems that affect them ...

June 07, 2018

CIOs of 73% of organizations say the need for speed in digital innovation is putting customer experience at risk, according to an independent global survey of 800 CIOs commissioned by Dynatrace ...