BSMdigest: The End-User Experience Issue
April 20, 2011
Pete Goldin
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BSMdigest is celebrating its one year anniversary since our relaunch in May 2010, and in one sense the End-User Experience Issue is long overdue. On the other hand, maybe this is the perfect time to talk about end users, and the new breed of Application Performance Management (APM) and Business Transaction Management (BTM) tools offering more visibility into the user experience than ever before.

I always felt that the user experience had to be a key part of BSM. How can you really know if a business service is performing unless you look at it from the end-user's perspective? In 2006, I wrote an article for BSMdigest about the end-user experience, which I have republished in this issue. Since we don't offer accessible archives of BSMdigest articles prior to the 2010 relaunch, I wanted to make this one available.

I thought it would be interesting to compare BSM and the end-user experience from 5 years ago to today. Back then, the best way to monitor the end-user experience, other than agents on the user's desktop, was synthetic or robotic transactions that replicate the actions of an actual user. This was often simply a ping to the webpage to see if it was still up. While helpful, this approach just wasn't enough. Now tools such as APM and BTM provide much better visibility into the end-user experience, and our articles in this issue delve into those topics further.

In conjunction with this issue, I would also like to point out that our “Resources” section has been redesigned to provide our readers with valuable white papers, reports, webinars and more. Check out my blog to find out more.

We would like to continue improving the site to meet your needs, so if you have any ideas, let me know.

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