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Delivering Deep Insights Into End User Quality of Experience

The quality of an end user's experience of an application is becoming an ever more important consideration in the APM world. It's not enough to draw a conclusion about the end user's experience based on an evaluation of how an individual application is performing. Increasingly, multiple applications and loosely coupled infrastructure components are coming together to contribute to the end user's experience. Understanding how all those applications and components are interacting at the point where the user is engaging them is crucial to an understanding of the user's experience.

So where do you start to gain this understanding? First, you must identify what constitutes a user's experience of an application: Response speed? Ease of information access? Depth of integration with other applications? Until you understand what constitutes a user's experience, you're not in a position to measure or quantify it.

Some of the elements that contribute to an end user's experience of an application will be inside the corporate firewall — servers, routers, database machines, and more.

Other elements contributing to the end user's experience will be outside the corporate firewall — data feeds from third parties, for example.

Organizations that want to know how well their applications are performing for users — particularly customers who are interacting from outside the firewall — need tools to monitor the user's experience that look at it from both the inside and the outside.

Monitoring Application Response Times For Each Transaction

Today's application infrastructures involve many servers, routers, switches, load balancers, and more. In any given application, information moves among these different devices. To understand fully what is happening every time the data moves among application or network elements, you need tools that can track and capture transaction information in real time and at a very granular level.

You also need to monitor for patterns in user engagement. Response times for an online booking application, for example, may be consistent all week long, then spike suddenly on a Friday night when everyone leaves work for the weekend. The user experience of your applications on a Friday night may be poor, given the traffic that your systems are experiencing.

Without insight into the response times for each movement between application and infrastructure elements, though, you won't know where to make changes to improve the end user experience.

Monitoring Business Metrics Related to Application Performance

While the ability to monitor all the different aspects of the application and infrastructure that contribute to end user experience is critical, you also need a context in which the data you capture from that monitoring effort has relevance. You need to develop business metrics that identify desired transaction performance levels.

Without both the metrics and the ability to track transaction performance against those metrics, you have information without any context — and it is impossible know where or how to refine a user's experience without that context.

Monitoring the Impact on End User Experience Across Infrastructure Tiers

Increasingly, today's applications are built from loosely coupled components that can exist in many different places and in many different infrastructure tiers — even within a single organization. Tracing root causes of end user experience problems is more complicated now, given the different infrastructure tiers in place.

In order to improve that end user experience, you need tools that can provide a comprehensive view of all those infrastructure elements — and show you how data and messages are moving between those elements.

Generating Synthetic Transactions For Measuring End User Performance

Finally, the ability to monitor the end user experience and trace root causes of problems across different transactions and infrastructure elements is crucial when an end user calls to report a problem. With these tools, you can find and fix a problem quickly.

However, it would be better to monitor the system proactively, finding end user experience problems before the end users report them. If you are able to do that, you could eliminate a large number of poor experiences before users even encounter them.

Passive monitoring tools can provide insights into the end user experience from outside the firewall. They can monitor the transactions, the transitions from page to page in a web application, and how much time it takes before the user can move on to a next step while waiting for a transaction to complete.

Active monitoring tools, in contrast, can create synthetic transactions that you can use to understand end user experience without the end user's involvement. They enable you to get a jump on end user experience management, because you can find and fix problems before the users do.

Ultimately, when you're looking at APM, you need to pay particular attention to the tools that enable you to monitor and manage the experience of the end user. The traditional APM tools are powerful tools for managing traditional applications, but as newer applications veer away from the traditional development and deployment models, you need tools that can focus on the end user experience, in order to understand how best to use the APM tools to modify the application delivery environment.

Create the right user experience, and you will keep more customers. They will be engaged with the experience you have created — and that, ultimately, is the best measure of application performance.

About Raj Sabhlok and Suvish Viswanathan

Raj Sabhlok is the President of ManageEngine. Suvish Viswanathan is an APM Research Analyst at ManageEngine. ​ ManageEngine is a division of Zoho Corp. and makers of a globally renowned suite of cost-effective network, systems, security, and applications management software solutions.

Related Links:

www.manageengine.com

Click to read "Another Look at Gartner's 5 Dimensions of APM" by Raj Sabhlok and Suvish Viswanathan

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Delivering Deep Insights Into End User Quality of Experience

The quality of an end user's experience of an application is becoming an ever more important consideration in the APM world. It's not enough to draw a conclusion about the end user's experience based on an evaluation of how an individual application is performing. Increasingly, multiple applications and loosely coupled infrastructure components are coming together to contribute to the end user's experience. Understanding how all those applications and components are interacting at the point where the user is engaging them is crucial to an understanding of the user's experience.

So where do you start to gain this understanding? First, you must identify what constitutes a user's experience of an application: Response speed? Ease of information access? Depth of integration with other applications? Until you understand what constitutes a user's experience, you're not in a position to measure or quantify it.

Some of the elements that contribute to an end user's experience of an application will be inside the corporate firewall — servers, routers, database machines, and more.

Other elements contributing to the end user's experience will be outside the corporate firewall — data feeds from third parties, for example.

Organizations that want to know how well their applications are performing for users — particularly customers who are interacting from outside the firewall — need tools to monitor the user's experience that look at it from both the inside and the outside.

Monitoring Application Response Times For Each Transaction

Today's application infrastructures involve many servers, routers, switches, load balancers, and more. In any given application, information moves among these different devices. To understand fully what is happening every time the data moves among application or network elements, you need tools that can track and capture transaction information in real time and at a very granular level.

You also need to monitor for patterns in user engagement. Response times for an online booking application, for example, may be consistent all week long, then spike suddenly on a Friday night when everyone leaves work for the weekend. The user experience of your applications on a Friday night may be poor, given the traffic that your systems are experiencing.

Without insight into the response times for each movement between application and infrastructure elements, though, you won't know where to make changes to improve the end user experience.

Monitoring Business Metrics Related to Application Performance

While the ability to monitor all the different aspects of the application and infrastructure that contribute to end user experience is critical, you also need a context in which the data you capture from that monitoring effort has relevance. You need to develop business metrics that identify desired transaction performance levels.

Without both the metrics and the ability to track transaction performance against those metrics, you have information without any context — and it is impossible know where or how to refine a user's experience without that context.

Monitoring the Impact on End User Experience Across Infrastructure Tiers

Increasingly, today's applications are built from loosely coupled components that can exist in many different places and in many different infrastructure tiers — even within a single organization. Tracing root causes of end user experience problems is more complicated now, given the different infrastructure tiers in place.

In order to improve that end user experience, you need tools that can provide a comprehensive view of all those infrastructure elements — and show you how data and messages are moving between those elements.

Generating Synthetic Transactions For Measuring End User Performance

Finally, the ability to monitor the end user experience and trace root causes of problems across different transactions and infrastructure elements is crucial when an end user calls to report a problem. With these tools, you can find and fix a problem quickly.

However, it would be better to monitor the system proactively, finding end user experience problems before the end users report them. If you are able to do that, you could eliminate a large number of poor experiences before users even encounter them.

Passive monitoring tools can provide insights into the end user experience from outside the firewall. They can monitor the transactions, the transitions from page to page in a web application, and how much time it takes before the user can move on to a next step while waiting for a transaction to complete.

Active monitoring tools, in contrast, can create synthetic transactions that you can use to understand end user experience without the end user's involvement. They enable you to get a jump on end user experience management, because you can find and fix problems before the users do.

Ultimately, when you're looking at APM, you need to pay particular attention to the tools that enable you to monitor and manage the experience of the end user. The traditional APM tools are powerful tools for managing traditional applications, but as newer applications veer away from the traditional development and deployment models, you need tools that can focus on the end user experience, in order to understand how best to use the APM tools to modify the application delivery environment.

Create the right user experience, and you will keep more customers. They will be engaged with the experience you have created — and that, ultimately, is the best measure of application performance.

About Raj Sabhlok and Suvish Viswanathan

Raj Sabhlok is the President of ManageEngine. Suvish Viswanathan is an APM Research Analyst at ManageEngine. ​ ManageEngine is a division of Zoho Corp. and makers of a globally renowned suite of cost-effective network, systems, security, and applications management software solutions.

Related Links:

www.manageengine.com

Click to read "Another Look at Gartner's 5 Dimensions of APM" by Raj Sabhlok and Suvish Viswanathan

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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