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The User is King

Seeing What Matters Through End User Experience Management
Trevor Matz

Growing mobile device diversity and management was high on the list of Gartner’s 10 top strategic technology trends for 2014. Gartner predicts that by 2018 BYOD users will double, or even triple, the size of the mobile workforce.

Gartner’s prediction describes the new reality of IT management: the User is King. End users want to work in the most efficient way — whether they are sitting at their desktops, accessing a virtualized application from their personal laptop, or using their mobile devices. In order to maximize user productivity, forward-looking enterprises need to embrace this reality and adopt a monitoring strategy that supports all of the application types, devices and delivery methods accessed by their users.

IT operations understand they are facing a potential conundrum. As Pete Goldin, APMdigest's Editor-in-Chief observed, "Progressive IT departments understand that success is about serving the business goals of the company, and, from an IT point of view, that revolves around the End User Experience." However, at the same time, the growth of virtualization, of third-party cloud applications, and of mobile devices have all diminished visibility into End Users' experiences.

To meet this challenge effectively, IT operations must shift from a data center-centric to a user-centric computing model, and undergo a similar shift in how they measure performance and productivity. Meeting service level agreements on corporate server and network performance is no longer enough.

The popularity of Application Performance Management (APM) has shined a light on only one sub-component of End User Experience Management (EUEM), obscuring the fact that EUEM is a separate, multi-dimensional solution. EUEM encompasses the three primary components that dynamically interact to impact how End Users experience IT services:

- Application performance

- Physical, virtual and mobile device performance

- User productivity

With EUEM, enterprises are able to directly correlate the impact of IT on user productivity as they can see exactly what all of their end users are experiencing. This ability to see from the end user's "point of view" is especially critical as IT is tasked with monitoring, managing, and troubleshooting performance issues across the entire enterprise application portfolio, all of its device types and all of the delivery methods accessed by their users.

Companies who successfully pivot their "point of view" will readily monitor, validate and manage user experience no matter the application, the device or the user in order to:

- Automate monitoring performance

- Enhance service levels

- Promote business agility

- Optimize end user productivity

"EUEM is more than just monitoring application response times from the user's perspective," says David Williams, VP of Strategy in the Office of the CTO at BMC. "It is about understanding how IT consumers work, and empowering them to work smarter and faster."

In today’s reality of proliferating virtualized and cloud services, mobile device diversity and BYOD, the need for enterprises to see as their users see is more urgent than ever.

Trevor Matz is President and CEO of Aternity Inc.

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The User is King

Seeing What Matters Through End User Experience Management
Trevor Matz

Growing mobile device diversity and management was high on the list of Gartner’s 10 top strategic technology trends for 2014. Gartner predicts that by 2018 BYOD users will double, or even triple, the size of the mobile workforce.

Gartner’s prediction describes the new reality of IT management: the User is King. End users want to work in the most efficient way — whether they are sitting at their desktops, accessing a virtualized application from their personal laptop, or using their mobile devices. In order to maximize user productivity, forward-looking enterprises need to embrace this reality and adopt a monitoring strategy that supports all of the application types, devices and delivery methods accessed by their users.

IT operations understand they are facing a potential conundrum. As Pete Goldin, APMdigest's Editor-in-Chief observed, "Progressive IT departments understand that success is about serving the business goals of the company, and, from an IT point of view, that revolves around the End User Experience." However, at the same time, the growth of virtualization, of third-party cloud applications, and of mobile devices have all diminished visibility into End Users' experiences.

To meet this challenge effectively, IT operations must shift from a data center-centric to a user-centric computing model, and undergo a similar shift in how they measure performance and productivity. Meeting service level agreements on corporate server and network performance is no longer enough.

The popularity of Application Performance Management (APM) has shined a light on only one sub-component of End User Experience Management (EUEM), obscuring the fact that EUEM is a separate, multi-dimensional solution. EUEM encompasses the three primary components that dynamically interact to impact how End Users experience IT services:

- Application performance

- Physical, virtual and mobile device performance

- User productivity

With EUEM, enterprises are able to directly correlate the impact of IT on user productivity as they can see exactly what all of their end users are experiencing. This ability to see from the end user's "point of view" is especially critical as IT is tasked with monitoring, managing, and troubleshooting performance issues across the entire enterprise application portfolio, all of its device types and all of the delivery methods accessed by their users.

Companies who successfully pivot their "point of view" will readily monitor, validate and manage user experience no matter the application, the device or the user in order to:

- Automate monitoring performance

- Enhance service levels

- Promote business agility

- Optimize end user productivity

"EUEM is more than just monitoring application response times from the user's perspective," says David Williams, VP of Strategy in the Office of the CTO at BMC. "It is about understanding how IT consumers work, and empowering them to work smarter and faster."

In today’s reality of proliferating virtualized and cloud services, mobile device diversity and BYOD, the need for enterprises to see as their users see is more urgent than ever.

Trevor Matz is President and CEO of Aternity Inc.

Related Links:

Gartner Top 10 Strategic Technology Trends for 2013: Big Data, Cloud, Analytics and Mobile

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IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...

In March, New Relic published the State of Observability for Media and Entertainment Report to share insights, data, and analysis into the adoption and business value of observability across the media and entertainment industry. Here are six key takeaways from the report ...

Regardless of their scale, business decisions often take time, effort, and a lot of back-and-forth discussion to reach any sort of actionable conclusion ... Any means of streamlining this process and getting from complex problems to optimal solutions more efficiently and reliably is key. How can organizations optimize their decision-making to save time and reduce excess effort from those involved? ...