The User is King
Seeing What Matters Through End User Experience Management
December 16, 2013

Trevor Matz

Share this

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

Trevor Matz, President and CEO of Aternity, Joins the Vendor Forum

Share this

The Latest

May 27, 2020

Keeping networks operational is critical for businesses to run smoothly. The Ponemon Institute estimates that the average cost of an unplanned network outage is $8,850 per minute, a staggering number. In addition to cost, a network failure has a negative effect on application efficiency and user experience ...

May 26, 2020

Nearly 3,700 people told GitLab about their DevOps journeys. Respondents shared that their roles are changing dramatically, no matter where they sit in the organization. The lines surrounding the traditional definitions of dev, sec, ops and test have blurred, and as we enter the second half of 2020, it is perhaps more important than ever for companies to understand how these roles are evolving ...

May 21, 2020

As cloud computing continues to grow, tech pros say they are increasingly prioritizing areas like hybrid infrastructure management, application performance management (APM), and security management to optimize delivery for the organizations they serve, according to SolarWinds IT Trends Report 2020: The Universal Language of IT ...

May 20, 2020

Businesses see digital experience as a growing priority and a key to their success, with execution requiring a more integrated approach across development, IT and business users, according to Digital Experiences: Where the Industry Stands ...

May 19, 2020

Fully 90% of those who use observability tooling say those tools are important to their team's software development success, including 39% who say observability tools are very important ...

May 18, 2020

As our production application systems continuously increase in complexity, the challenges of understanding, debugging, and improving them keep growing by orders of magnitude. The practice of Observability addresses both the social and the technological challenges of wrangling complexity and working toward achieving production excellence. New research shows how observable systems and practices are changing the APM landscape ...

May 14, 2020
Digital technologies have enveloped our lives like never before. Be it on the personal or professional front, we have become dependent on the accurate functioning of digital devices and the software running them. The performance of the software is critical in running the components and levers of the new digital ecosystem. And to ensure our digital ecosystem delivers the required outcomes, a robust performance testing strategy should be instituted ...
May 13, 2020

The enforced change to working from home (WFH) has had a massive impact on businesses, not just in the way they manage their employees and IT systems. As the COVID-19 pandemic progresses, enterprise IT teams are looking to answer key questions such as: Which applications have become more critical for working from home? ...

May 12, 2020

In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workplace suddenly working from home ...

May 11, 2020

The Internet of Things (IoT) is changing the world. From augmented reality advanced analytics to new consumer solutions, IoT and the cloud are together redefining both how we work and how we engage with our audiences. They are changing how we live, as well ...