Why It’s Time to Pay Attention to End-User Experience Monitoring by Joe Michalowski September 28, 2017
Technology is becoming increasingly commoditized as consumerization of IT permeates all industries. Now, business leaders are turning to customer experience to help differentiate them from competitors.
But even as so much attention is paid to the customer experience, there’s another experience that is often overlooked—the internal end-user experience.
At the same time end-user experience is becoming front-and-center, cloud-based applications are on the rise. There was a time when you could live without cloud-based applications. However, critical, pervasive applications like Microsoft Office have received the SaaS treatment, making end-user experience a critical factor in business productivity and revenue potential.
But there’s a gap in actually seeing that end user experience when the users’ applications are no longer on-site. Unfortunately, your network monitoring tools won’t be enough to maintain end-user experience visibility.
Today’s cloud application-dependent businesses need dedicated end-user experience monitoring.
What Is End-User Experience Monitoring?
IT teams of all sizes already have network monitoring strategies in place to help keep an eye on misfires in network components. The main objective is to pinpoint causes of outages or slowdowns. However, monitoring the performance of network components will do little to keep end-user experience in check.
End-user experience monitoring is a complementary concept to network monitoring. An end-user experience monitoring tool will provide real-time information about how users interact with the the networks and applications they are using, wherever they’re all located.
The goal is to help IT leaders connect the dots between network performance and its impact on application performance. But you don’t want to maintain a strict focus on the technology—you need to have empathy for the employees who have to deal with buggy applications.
When you focus on the end-user experience, you understand that all the capabilities in the world won’t help application adoption if it’s essentially unusable from the employee perspective.
But the question remains. How do you actually track end-user experience across your organization? In a perfect world, you could measure end-user experience with one direct metric (and even if you can’t, you should still think of it in that simple way). However, the reality is that there are many different metrics that come together to form a complete end-user experience picture.
5 Metrics Involved in End-User Experience Monitoring
Whether you’re evaluating a new end-user experience monitoring solution or trying to get more out of an existing one, here are 5 of the most important metrics to keep track of:
- Response Time: Help identify problems with SaaS, cloud, and on-premises applications.
- Quality of Service: Visibility into the delivered performance in relation to expected performance based on QoS markings and enforcement.
- Capacity Used: Make sure admins know when and where to apply additional resources.
- Throughput: Granular insight into application-level problems.
- Defects per Interval: Show when errors are rooted in partial responses, content errors, or missing components.
All of these metrics fall under the umbrella of application data. And while these are important pieces of the end-user experience puzzle, there are plenty of others. You also have to maintain visibility into metrics from network data, invocation data, infrastructure health, and more.
An incomplete perspective of end-user experience can make all the difference between a productive organization and one that suffers from the inefficiencies of SaaS sprawl.
If you want to learn more about the importance of end-user experience monitoring and the other metrics that create the full picture, download our free white paper, 14 Metrics to Optimize End-User Experience.