Three-quarters of organizations surveyed by Gartner increased customer experience (CX) technology investments in 2018 ...
Users today expect a more consumer-like experience and many self-service web sites are too focused on automating the submission of tickets and presenting long, technically written knowledge articles with little to no focus on UX. Understanding the need for a more modern experience, a newer concept called "self-help" now dominates the conversation in its ability to provide a more deliberate knowledge experience approach that better engages the user and dramatically improves the odds of them finding an answer ...
Establishing a digital business is top-of-mind, even more so than last year, as 91% of organizations have adopted or have plans to adopt a digital-first strategy, according to IDG Communications Digital Business Research ...
If digital transformation is to succeed at the pace enterprises demand, IT teams, the CIOs who lead them, and the boardroom must forge a far greater alignment than presently exists. That is the over-arching sentiment expressed by IT professionals in a recent survey on the state of IT infrastructure and roadblocks to digital success ...
Given the incredible amount of traffic traversing corporate WANs, it's not surprising that businesses are seeing performance issues. If anything, it's amazing applications work as well as they do ...
Are your business applications sluggish? Choppy? Prone to getting hung up or crashing at the most inopportune times? If these symptoms sound familiar, you might be suffering from the heartache of … poor application performance. Stop me if any of this sounds familiar ...
AIOps Exchange, a not-for-profit private forum defining the future of AIOps, published The AIOps Manifesto discussing the role of AI in supporting digital transformation ...
As network transformation initiatives like SD-WAN, edge computing and public/private clouds are adopted at increasing rates, hybrid networks are quickly becoming the new normal for IT and NetOps professionals.Without visibility into these hybrid network environments, NetOps are unable to troubleshoot the business-critical applications every organization relies on today. Here are four ways IT and NetOps teams can gain better visibility into complex, hybrid networks ...
A minimum Internet Performance Bar exists that, if met, should deliver top-tier website performance, regardless of industry, according to the 2019 Digital Experience Performance Benchmark Report, from ThousandEyes, a comparative analysis of web, infrastructure and network performance metrics from the top 20 US digital retail, travel and media websites ...
Since digital transformation is happening at such a rapid pace based on new, highly complex technologies like multi-cloud, containers and microservice architectures, customers are experiencing more challenges than ever in managing this complexity. However, with every challenge comes an opportunity. So, how can channel partners leverage these market disruptions to open the door to opportunity? The answer is simple ...
Executives from proactive organizations reported using performance management strategies to deliver innovation and meet broader business goals, and implementing application performance management (APM) tools with advanced monitoring features such as real-time user experience monitoring, and providing a composite view of log and performance data, according to Driving Business Performance Through Application Performance Management, a new report from GigaOm ...
Through our recent study, we wanted to better understand how service desk users are interacting with the service teams; how they connect for service; the manner in which most service desks receive user requests; and if organizations employ a knowledge base and how that information might be stored. Here’s what we’ve discovered ...
EMA analysts teamed up to explore DevOps realities from multiple dimensions. One of the primary goals was to learn what's true beyond the hype in terms of how DevOps initiatives succeed or fail, who's really involved and why, what activities, best practices, toolsets and technologies are most likely to bring success, and what are the impacts of trends such as cloud, microservices, digital and transformation. We learned a great deal and look forward to sharing many of the highlights with you ...
The first word in APM technology is "Application" ... yet for mobile, apps are entirely different. As the mobile app ecosystem is evolving and expanding from pure entertainment to more utilitarian uses, there's a rising need for the next generation of APM technology to stay ahead of the issues that can cause apps to fail ...
For application performance monitoring (APM), many in IT tend to focus a significant amount of their time on the tool that performs the analysis. Unfortunately for them, the battle is won or lost at the data access level. If you don’t have the right data, you can’t fix the problem correctly ...
Findings of the Digital Employee Experience survey from VMware show correlation between enabling employees with a positive digital experience (i.e., device choice/flexibility, seamless access to apps, remote work capabilities) and an organization's competitive position, revenue growth and employee sentiment ...
In today's competitive landscape, businesses must have the ability and process in place to face new challenges and find ways to successfully tackle them in a proactive manner. For years, this has been placed on the shoulders of DevOps teams within IT departments. But, as automation takes over manual intervention to increase speed and efficiency, these teams are facing what we know as IT digitization. How has this changed the way companies function over the years, and what do we have to look forward to in the coming years? ...
Although the vast majority of IT organizations have implemented a broad variety of systems and tools to modernize, simplify and streamline data center operations, many are still burdened by inefficiencies, security risks and performance gaps in their IT infrastructure as well as the excessive time it takes to manage legacy infrastructure, according to the State of IT Transformation, a report from Datrium ...
When it comes to network visibility, there are a lot of discussions about packet broker technology and the various features these solutions provide to network architects and IT managers. Packet brokers allow organizations to aggregate the data required for a variety of monitoring solutions including network performance monitoring and diagnostic (NPMD) platforms and unified threat management (UTM) appliances. But, when it comes to ensuring these solutions provide the insights required by NetOps and security teams, IT can spend an exorbitant amount of time dealing with issues around adds, moves and changes. This can have a dramatic impact on budgets and tool availability. Why does this happen? ...
Data may be pouring into enterprises but IT professionals still find most of it stuck in siloed departments and weeks away from being able to drive any valued action. Coupled with the ongoing concerns over security responsiveness, IT teams have to push aside other important performance-oriented data in order to ensure security data, at least, gets prominent attention. A new survey by Ivanti shows the disconnect between enterprise departments struggling to improve operations like automation while being challenged with a siloed structure and a data onslaught ...
