Who's Doing Your ECM QA? Your Users?
December 05, 2014

Dave Gibson
Reveille Software

Share this

End users are increasingly demanding. Not many years ago, expectations for apps and performance were set by experience with in-house systems. Now, users’ expectations are set by social media interaction in terms of interfaces and performance. Everyone expects high-performance access – both in their personal lives and for their knowledge worker applications.

ECM (Enterprise Content Management) systems, and their supporting IT and application teams, know this all too well. How often have you heard, “It’s taking forever to download a document,” or “search is taking forever!”

Two big problems are revealed - what do these ambiguous performance comments mean in terms of measured ECM application service levels AND why are you hearing about this problem from your end user? These problems lead to more questions. How do you diagnose the issue? What does forever mean? Why does the user know about their performance problems before you do?

The recent survey, Managing and Monitoring Business-Critical Content and Capture Applications, executed by AIIM and Reveille revealed critical statistics about these concerns.

■ 72% of organizations said their current performance monitoring was “manual – triggered by incidents/support calls.”

■ Of the companies surveyed, only 20% had dedicated content monitoring products that helped them find ECM-specific problems before their end users are affected.

■ Systems with 1000+ users created 60-150 support tickets per month.

This might be one reason that adoption and expansion of ECM solutions is such a challenge for organizations. According to a Forrester Global Enterprise Content Management and Archiving Online survey, “48% find user adoption of existing ECM solutions to be a challenge facing their organization”. (Five Key Trends That Are Shaping How We Manage Enterprise Content, Forrester Research, Inc., September 19, 2014)

Rethinking QA – Ongoing, Not One-Time

To get ahead of these support calls and improve end-user satisfaction, ECM support teams need to proactively manage their ECM application performance. Say goodbye to the days of testing only prior to upgrades and migrations, with ideal use cases, and a limited set of users. Say good riddance to relying on synthetic logins and scripts to tell you (by simulation) what your end-users are experiencing after deployment. And yes, let’s drop ambiguous performance descriptions like slow and “forever.”

In today’s demanding environment, with new case management and workflow-based applications, ECM applications are becoming increasingly mission-critical. Here are the top four items you need to know about your ECM environment to support continuous improvement and ensure your end users aren’t the ones dong your QA:

■ Know actual, named end-user's experience by having insight into their real-time transactions and response times.

■ Know your systems actual usage – both volume and transactions for a normal operations and peak loading scenarios.

■ Know when a problem is about to strike by leveraging thresholds, so you can be alerted when performance is starting to falter, before end-users feel the impact.

■ Know how to correlate issues between ECM platform performance and your end-user experience to more quickly diagnose problems.

There are many other important aspects to managing your ECM – benchmarking, trending, automatic repairs and more – but by focusing on the actual end-user experience, you’ll be one step closer to ensuring peak ECM performance and widespread adoption.

Dave Gibson is COO of Reveille Software.

Share this

The Latest

July 09, 2020

Enterprises that halted their cloud migration journey during the current global pandemic are two and a half times more likely than those that continued their move to the cloud to have experienced IT outages that negatively impacted their SLAs, according to Virtana's latest survey report The Current State of Hybrid Cloud and IT ...

July 08, 2020

Every business has the responsibility to do their part against climate change by reducing their carbon footprint while increasing sustainability and efficiency. Harnessing optimization of IT infrastructure is one method companies can use to reduce carbon footprint, improve sustainability and increase business efficiency, while also keeping costs down ...

July 07, 2020

While the adoption of continuous integration (CI) is on the rise, software engineering teams are unable to take a zero-tolerance approach to software failures, costing enterprise organizations billions annually, according to a quantitative study conducted by Undo and a Cambridge Judge Business School MBA project ...

June 25, 2020

I've had the opportunity to work with a number of organizations embarking on their AIOps journey. I always advise them to start by evaluating their needs and the possibilities AIOps can bring to them through five different levels of AIOps maturity. This is a strategic approach that allows enterprises to achieve complete automation for long-term success ...

June 24, 2020

Sumo Logic recently commissioned an independent market research study to understand the industry momentum behind continuous intelligence — and the necessity for digital organizations to embrace a cloud-native, real-time continuous intelligence platform to support the speed and agility of business for faster decision-making, optimizing security, driving new innovation and delivering world-class customer experiences. Some of the key findings include ...

June 23, 2020

When it comes to viruses, it's typically those of the computer/digital variety that IT is concerned about. But with the ongoing pandemic, IT operations teams are on the hook to maintain business functions in the midst of rapid and massive change. One of the biggest challenges for businesses is the shift to remote work at scale. Ensuring that they can continue to provide products and services — and satisfy their customers — against this backdrop is challenging for many ...

June 22, 2020

Teams tasked with developing and delivering software are under pressure to balance the business imperative for speed with high customer expectations for quality. In the course of trying to achieve this balance, engineering organizations rely on a variety of tools, techniques and processes. The 2020 State of Software Quality report provides a snapshot of the key challenges organizations encounter when it comes to delivering quality software at speed, as well as how they are approaching these hurdles. This blog introduces its key findings ...

June 18, 2020

For IT teams, run-the-business, commodity areas such as employee help desks, device support and communication platforms are regularly placed in the crosshairs for cost takeout, but these areas are also highly visible to employees. Organizations can improve employee satisfaction and business performance by building unified functions that are measured by employee experience rather than price. This approach will ultimately fund transformation, as well as increase productivity and innovation ...

June 17, 2020

In the agile DevOps framework, there is a vital piece missing; something that previous approaches to application development did well, but has since fallen by the wayside. That is, the post-delivery portion of the toolchain. Without continuous cloud optimization, the CI/CD toolchain still produces massive inefficiencies and overspend ...

June 16, 2020

The COVID-19 pandemic has exponentially accelerated digital transformation projects. To better understand where IT professionals are turning for help, we analyzed the online behaviors of IT decision-makers. Our research found an increase in demand for resources related to APM, microservices and dependence on cloud services ...