Digital Experience Monitoring - Telcos' Next Gamechanger looks at how digital experience monitoring (DEM) is transforming telco IT monitoring.
Telecom operators, both fixed and mobile, provide Internet connectivity. However, in a world where Internet connectivity is synonymous with Facebook, Twitter, Skype, Youtube, Netflix, Instagram and millions of other applications and websites, customers are quick to blame their Operators should any of their desired applications buffer, stall or take a little too long to load. Despite delivering sufficient bandwidth and the required speeds and latency, and despite providing top-notch customer service with every complaint resolved in record time, Operators still end up mulling over hundreds of application and content issues on a daily basis.
With all types of applications and content flooding today’s digital marketplace, Operators are looking at the possibility of customer experience being impaired by just a few broken links in the global Internet backbone, by a few malfunctioning virtual machines in the third party Cloud and by a few code errors in a SaaS application, all of which are not in the control of the Operator. The impact of third party IT infrastructure – from servers to network links to Clouds to application stacks – can bear serious impact on an Operators’ reputation, and can often leave the Operator assessing and reassessing, in futile, their own networks and infrastructure.
Additionally, Operators’ own employees will be accessing a multitude of Cloud and SaaS applications not just from their branch offices, but also from dispersed remote locations across the country and even globally. What they experience on these applications and the ramifications of that experience on Operators’ processes and service delivery is not visible on the IT monitoring radars currently deployed by Operators.
This is where digital experience monitoring (DEM) becomes a gamechanger for telecom operators. Imagine being able to let your customers know that their favourite app is facing congestion on a main national link. Imagine being able to pre-empt customers that a popular mobile banking application is temporarily not accessible. Imagine being able to alert employees that the invoice processing portal requires 30 minutes of downtime due to a web server error. This is what DEM enables. Deploying Synthethic User Monitoring (STM) and Real-User Monitoring (RUM) and with hundreds of Points of Presence (PoPs) across the globe, DEM providers deliver real-time insights into what is really happening in the digital sphere, regardless of where the IT resources accessed by their users are located. It allows Operators to diagnose issues with network-, cloud- and application-level insights, and it allows them to understand both customer and employee sentiments and experience.
In this segment, we will be speaking to both telecom operators and DEM providers on how DEM will be shifting Operators current IT monitoring focus – from in-silo monitoring of network-, Cloud- and application-layers to converged monitoring of user experience on everything they access online, including operator’s own self-service application.
To learn more about digital experience monitoring, check out the 'Digital Experience Monitoring in the Era of Cloud and SaaS and the Need for DPI Intelligence' report, produced jointly by ipoque, a Rohde & Schwarz company and The Fast Mode.
The Fast Mode conducted a series of interviews with leading digital experience monitoring players. The following are the responses we collated on key questions relating to the growth and adoption of digital experience monitoring.
Why is there so much interest in digital experience monitoring?
There is increasing interest in digital experience monitoring because of several factors. First is the recognition that all companies face extreme security risks if they cannot bring their workers’ local devices under management. Secondly, both security and productivity issues increase as there is more of a push to move end-user computing to localities outside of campus or other office structures. Business was significantly trending in this direction already, but certainly the pandemic pushed the accelerator on this action. However, in order to do this, you increase the complexity of your end-user computing environment by adding virtual and cloud platforms. So you lose the visibility into how its all working. Troubleshooting or proactive planning is almost impossible without a digital monitoring solution that can measure and report data back to you on how well your systems and devices are working. The best way to measure this is at the user experience level, that is how responsive is the device? How well does the workspace support productivity of end users?
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring changes existing enterprise IT and application performance simply because it provides very granular visibility into how systems, applications and devices are performing based on established thresholds of performance. This means that IT can set the service levels they expect and then get immediate feedback when any part fails to achieve these levels. You benefit significantly by seeing how your infrastructure functions holistically.
What are your key solutions for digital experience monitoring?
Our key solution is Stratusphere UX, a proprietary solution for digital experience monitoring that provides our own unique patented metrics data for monitoring and diagnostics. The data is vast, encompassing all the leading platform providers as well as Cloud. The data is also time-based and granular, which allows IT admins to drill down - not only into what exactly happened, but when it happened. This makes correlation to other events simple and direct. From an admin’s perspective, we provide metrics to show: Are your users connected? Are your Users Operational? And Are your users productive? The UX stands for User Experience and this is what our solution also monitors. With so many people working from home due to the Covid-19 pandemic, Stratusphere UX provides a number of unique metrics to ensure a user’s experience is on par working from home as their experience is in the office. Examples of what we monitor include:
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
The adoption of digital experience monitoring not only spurs a technological change, it also forces a cultural change in organizations forcing them to recognize the intricate interdependencies among systems, storage, platforms and local devices. Traditionally datacenters received the bulk of IT investments and support – but this was often at the expense of the devices functioning at the edge. Digital experience monitoring data will force that mindset to shift and along with that, force more equal distribution of investments across entire infrastructure from end-to-end.
Why is there so much interest in digital experience monitoring?
In short, it’s because the connection between properly operating applications and business success continues to grow even stronger. Couple that with the ease with which a prospect or even a customer can switch to a competitor, and the need for an optimized digital experience becomes clear.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring only changes enterprise IT in that it puts a hyper focus for IT on the key purpose of making technology work for its users, empowering them to get things done and do what they need effectively, efficiently and as smoothly as possible. From an application monitoring perspective, think of digital experience monitoring as APM or Observability with a purpose – a purpose centered around the user.
What are your key solutions for digital experience monitoring?
For Instana’s users, digital experience monitoring = modern APM + automated Observability + EUM – with tools for analyzing the three pieces together in the context of end users. The final piece is the ability to create custom business dashboards centered around the users for whom the company is trying deliver the optimum digital experience.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
The first challenge for many is breaking through the traditional technology silo viewpoint to look at performance and operations from a user service delivery perspective. From a technical perspective, manually connecting all the dependencies between individual microservices, users, infrastructure is practically impossible. The digital experience monitoring solution must already connect APM, EUM and Observability together since cobbling legacy monitoring tools together won’t connect all the pieces effectively.
The last challenge will be a filtering challenge – sifting through the firehose(s) of data coming into the system to recognize what needs attention - and what doesn’t - without spending too much time to figure that out. That’s where built-in Machine Learning and AIOps capabilities come into play.
Why is there so much interest in digital experience monitoring?
Today, you have better digital performance at home than at work compared to ten years ago. Users are more mature on digital, they know possibilities. Mechanically, a bigger pressure appears on IT management as the whole company request IT performance (Logistic, production, marketing, …). IT outage = company outage. This leads to control IT performance to get better visibility. Web market places are already aware of this since a while and apply best practices and monitoring for user experience.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Existing IT and APM monitoring tools were only focus on technical information. But everybody knows that green lights on technical things doesn’t mean that business is running well, even in current cloud/microservices architecture. You need to level up and that’s where digital experience monitoring stands, you understand from a user point of view that business is working for customers. For a better added value, digital experience monitoring has to be deployed within a measurement strategy where criticality and impact of services are well assessed.
What are your key solutions for digital experience monitoring?
Unified solution between NPM and APM data, MIP solution provides videos of issues but also limit data provided to operators. This eases interpretation of issues from an end user perspective. With those insights, you share easily on business impact with teammates and/or providers.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
It’s mainly related to maturity of organizations. Sharing same tool for multiple teams can be challenging. In technical oriented structures with silos, path will be longer than in service or business oriented ones. With SaaS adoption, this is moving fast, IT is much more focus on services.
Why is there so much interest in digital experience monitoring?
digital experience monitoring (digital experience monitoring) has become significant to businesses more than ever. Global events like Covid have disrupted best practices within IT to support business and manage internal processes. The pandemic has forced millions of employees to work from home or adopt a hybrid workspace. Network connectivity and cloud application issues in these environments continue to impact productivity and delivery of milestones. Even so, transparent migration and deployment of on-premise workloads and applications across multi-cloud providers, by their very nature are complex. Under these circumstances, IT needs crucial data that can provide end-to-end application monitoring and deep visibility from an end-user perspective. Detecting outages before users discover can be addressed in a timely fashion.
digital experience monitoring, a practice within APM, helps to optimize the business-critical performance of end-user facing applications and services. With in-depth network intelligence and knowledge, IT can efficiently perform root cause analysis and resolve issues faster for a better experience.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Legacy tools utilized by IT organizations for alerting and on-premises performance monitoring are inadequate in this age of WFH and multi-cloud deployments. A true digital experience monitoring strategy ensures optimal end-user experience for better productivity. The growing adoption of cloud services like Microsoft 365 forces IT teams to diligently monitor cloud services and support the enterprise business growth objectives. On average, an enterprise uses 1,295 cloud services – a number increasing year over year! With a proper digital experience monitoring solution, IT teams gain broader visibility, avoid downtime, and address problems before users discover. Managing infrastructure visibility and incidents with legacy tools pose challenges that can be a roadblock towards digital transformation.
Superior digital experience monitoring solutions encompass both synthetic and real-user monitoring all via a single SaaS platform, thus providing IT better insights to prioritize and make decisions faster.
What are your key solutions for digital experience monitoring?
Following are the digital experience monitoring solutions offered by Exoprise to its customers:
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Technology adoption for new initiatives comes at a price. The popularity of digital experience monitoring has seen several vendors developing solutions that increase visibility into customer experience and provide valuable insights on systems within the network that cause bottlenecks. However, due to tighter budget constraints, several enterprises may not be able to reap the benefits of a digital experience monitoring solution. IT also needs to ensure that any new system in its ecosystem integrates well with existing systems to generate value. Buy-ins from the technology and various customer facing teams are necessary so companies can embrace the path towards digital transformation.
Why is there so much interest in digital experience monitoring?
Digital experience monitoring isn’t new, and there are many ways for enterprises to use it depending on IT and business needs. The one unifying challenge, in all cases, is finding the right combination of technologies that will not only meet customers’ expectations, but also help transform the way digital experiences are delivered. With so much riding on the quality of digital experiences, monitoring those experiences has become a critical part of any business’s success.
Building a monitoring strategy that provides meaningful and actionable information about applications has always been challenging. As new data analysis technologies and methods have emerged, the market focus has swung back and forth several times between monitoring solutions aimed at infrastructure and those solutions aimed at monitoring the client side.
In truth, a well-rounded monitoringstrategy will always include multiple views into application performance. The ongoing trends towards more complex applications which take advantage of micro-services, remote dependencies, and continuous delivery have put a spotlight on the importance of getting a fuller picture than any single strategy can provide. The shift to digital experience monitoring is understanding application monitoring in a much more wholistic approach.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
The core technologies and solutions included in digital experience monitoring are not new. It is primarily the tighter integration and correlation between the different aspects of application monitoring that is important. When both internal and customer facing applications routinely depend on dozens or hundreds of separate local or remote services, and when many of those services are developed by separate teams and deployed as needed, traditional monitoring becomes too challenging. Even experienced enterprises can easily become overwhelmed with data, but with limited ability to make sense of it or act on it quickly.
By treating monitoring information from both APM, Synthetic Transactions and End Point Monitoring as separate parts of a single view into application performance, enterprises can gain much more visibility into changes and problems. This allows enterprises to easily track problems back to their source so they can be fixed quicker. An effective digital experience monitoring solution looks at the application as a whole, from multiple directions, and provides meaningful insights into the overall experience that users of the application can expect. This type of solution can come in the form of a single vendor or product, but for large enterprises it will more likely be a well-thought-out combination of multiple products integrated together in one cohesive, meaningful, and actionable view of application status.
What are your key solutions for digital experience monitoring?
As a premier provider of enterprise synthetic monitoring solutions for the largest and most complex of enterprise use cases, Apica remains focused on delivering innovative solutions to the client-side monitoring portion of the digital experience monitoring landscape. These include the most advanced and configurable browser-based monitoring agents, an industry-leading URL / API based scripting tool, powerful desktop application for legacy non http applications, and the ability to quickly build custom monitoring to match our customers' needs.
Apica's products integrate with the leading complementary enterprise tools in the APM, BI, and IMS spaces. With the increasing importance of fully integrated digital experience monitoring solutions, Apica has increased its focus on improving and deepening our existing integrations. By adding additional functionality this helps contextualize and link related data and events for a full monitoring solution.
Synthetic transaction monitoring combined with API backend quality monitoring, provides a holistic view of uptime as well as highlighting regional network problems affecting the user experience. With the impact of social media and online interactions, not having timely information about an application’s user experience will quickly and negatively affect a company’s reputation.
Today organizations depend on external and internal APIs, and without effective monitoring of these transactions from both inside and out, you won’t have the knowledge you need to quickly resolve user experience issues. Additionally, it’s nearly impossible to monitor third party dependencies without the API dimension.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
One of the biggest challenges are making the value and advantages of a good digital experience monitoring solution apparent. For many enterprises, monitoring is a necessity but knowing and building out the right amount of coverage can be difficult to pinpoint. Deploying a full digital experience monitoring solution is costly and complex in both time and money, and it is on us as solution providers to show that the benefits on the other side of those costs are more than worth the effort.
Traditional approaches deliver less monitoring coverage and not enough depth into these types of applications. Without dedicated synthetic traffic, it is hard to differentiate real problems from internal failovers, or vice versa, leading to situations where internal monitoring is showing green lights, but users still can’t log-on. The more complex the applications become, the more problem for traditional monitoring to not reflect the reality of your users’ experiences.
Another challenge we see is with security. Organization’s security and compliance teams are very hesitant to have 3rd party RUM code embedded into applications because of the risk of gathering sensitive data. As a result, synthetics is heavily used as a proxy for user behavior, along with the basic availability and performance metrics. To use synthetics, credentials to access these applications need to be highly secured, often time even needed to access via Multifactor Authentication. Apica offers a unique advantage with our advanced scripting technologies to secure and manage these credentials both internally and external to an organization.
Why is there so much interest in digital experience monitoring?
Digital is the primary touch-point most businesses have with their customers and in a COVID world, it’s often the ONLY touch-point they have. So ensuring that they are presenting a digital experience that delights their users, helps them achieve their desired outcomes, and helps the business achieve its business outcomes is critical.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
For the VAST majority of IT teams today, monitoring and APM really just means “is the server up”, what we call “availability monitoring”. Most IT teams think “digital experience” is something that the marketing team does in isolation … it’s just changing colors isn’t it? But the most important factor for digital experience monitoring is application performance, the next most important is workflow, and it changes constantly as new browsers and mobile versions are released to customers, so IT absolutely has to believe that digital experience monitoring is part of their responsibility and engage with Marketing, Product, and others.
What are your key solutions for digital experience monitoring?
Eggplant helps bring the business, development, and IT together through its DAI platform. Eggplant monitors real users in production and understands what impacts their digital experience (e.g. their decision to buy, or their decision to complete a patient record), alerts IT teams of changes, but also feeds this back into the development process via testing. So if a developer makes a change that will negatively impact customers, it is immediately flagged as an error as part of the development cycle.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Culture and Collaboration. IT teams (and others) need to realize that digital experience monitoring is their responsibility, but not theirs alone, and so they have to collaborate with other teams to ensure the business as a whole is presenting a first-class digital experience.
Why is there so much interest in digital experience monitoring?
More and more companies have realized that customer experience is tied directly to revenue. Approximately 82% of CIOs agree with this idea. Digital experience monitoring is the only way to ensure end to end customer experience.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring works in concert with APM. APM can tell you what is happening inside your network, however digital experience monitoring can track a transaction from the customer’s perspective from end to end. While APM informs you about your application, it doesn’t inform you on the customer experience which is the key metric most companies are looking for.
What are your key solutions for digital experience monitoring?
ITRS Group offers two forms of digital experience monitoring. First is synthetic monitoring which mimics the customer interaction with a company’s software stack and allows the IT Department to understand exactly what a customer is experiencing from 100’s of locations around the globe. Second we offer load testing which allows companies to simulate traffic into their networks to model how an application will perform under consumer demand.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Everyday companies are understanding that the key metric for customer retention is the user experience. As more companies realize this and tie it to revenue generation demand for digital experience monitoring will continue to grow.
Why is there so much interest in digital experience monitoring?
Modern applications are popularly consumed through a variety of different mediums such as browsers, mobile applications, and APIs. The user experience of an application across these mediums depends not only on the application performance but also on user-level factors like device capabilities, geographic location, connection speed, etc. To provide a positive user experience across all mediums it's important to understand these factors and optimize and adapt your application to your ideal user profile.
digital experience monitoring provides the ability to understand user capabilities, behavior, and monitor the performance in real user scenarios. Digital experience monitoring also provides the ability to simulate these scenarios in lab conditions, proactively monitor your application performance from an end-user perspective, set performance thresholds, and alert you when these thresholds are exceeded.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Traditional monitoring solutions monitor the performance from an application perspective. Digital experience monitoring monitors the performance from the user's perspective i.e., how the user is experiencing the application performance.
digital experience monitoring combined with APM and logs gives an end-to-end picture of the application performance. This complete picture helps to quickly identify performance bottlenecks and makes debugging a whole lot faster.
What are your key solutions for digital experience monitoring?
Currently, Sematext provides the three following solutions for digital experience monitoring:
The above solutions provide pre-defined, ready-to-use reports to visualize user & application behavior across various dimensions.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Corporations need to adapt to the new paradigm where the focus is on delivering the best end-user digital experience even if they can control all the factors such as device capabilities.
In an organization, different teams will be responsible for web, mobile, and application development. Each team has its own goals and objectives. With digital experience monitoring all these teams can come together with a common goal of improving the end-user experience.
Why is there so much interest in digital experience monitoring?
Enterprises are increasing the amount of digital experience in their multichannel customer journey while the workforce is more and more distributed outside of the office, especially in a postpandemic world. It is becoming critica for IT Operations teams to measure the performance of the user experience of both the customers and the employees, to maximize revenues and productivity.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Applications deliver their services to end-user across incredibly complex multi-cloud IT infrastructure that span all the way to the edge of the network: monitoring the IT infrastructure or the Applications themselves is absolutely necessary but directly monitoring the performance of the user experience gives an extra level of information that better measures what happens in the real life of real users.
What are your key solutions for digital experience monitoring?
Centreon includes a set of simple digital experience monitoring capabilities to measure the response time of web sites and simple applications. However, most organizations for which the quality of digital experience is key to their revenues and productivity will want to invest in dedicated digital experience monitoring platforms. Centreon comes complete with a set of digital experience monitoring platform connectors to retrieve digital experience monitoring KPIs and correlate them with infrastructure performance analysis indicators to create high-level, end-to-end dashboards. Example of digital experience monitoring vendors that integrate with Centreon: IP-Label, Dynatrace, Accedian.
This is better explained in this "User Experience Monitoring: Driving Business Performance" Centreon Use Case online document.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Enterprises implement dozens of applications all using a different set of technologies: most digital experience monitoring solutions are applicable to a subset of these technologies only. There is no such thing as a one-size-fits-all digital experience monitoring solution.
Why is there so much interest in digital experience monitoring?
Today, IT environments are becoming more and more complex. Organizations are working with a variety of clouds, apps and services. At the same time they need to cope with the demands of remote work – which has quickly become a ‘must’ due to the COVID-19 pandemic – while ensuring business agility. In our competitive business world, it is crucial to provide operational excellence in every part of the business process, from the web frontend for customers or employees to the backend processes. Monitoring provides highly visible insight into how end-to-end processes work and how any issues may have an impact on user experience. Companies have begun to realize that their monitoring focus needs to shift from issues like network connectivity, availability and performance to that of enabling a better customer experience. To do that, they need a holistic view of a user’s digital experience based on a combination of data resources.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring changes current enterprise IT and application performance monitoring by initiating an evolution beyond technical monitoring to functional monitoring, thus enabling the proactive monitoring of customer experiences and business outcomes. There is a need to discover and apply correlations between technical performance metrics and business KPIs. And in order to get relevant end-user experience metrics, business users and monitoring experts need to work closer together.
What are your key solutions for digital experience monitoring?
Integration Matters is a pioneer in monitoring automated business processes running on large-scale integration platforms. The process visibility suite nJAMS was developed because our customers wanted 100 % visibility into their integration platforms (e.g. TIBCO, MuleSoft, SAP, IBM), so that they could more effectively manage their business processes and ensure reliable performance.
This year we have extended our monitoring solution to include infrastructure as well as functional monitoring. That means that we are now able to point out any issue within a high-value business process which could have an impact on customer experience and critical business KPIs. Real-time reports and alerting are available not only for DevOps teams, but also for business users who need a holistic view of business processes to solve issues or launch new services faster.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
There are several challenges. For one, time is needed to convert requirements into a monitoring strategy that delivers outstanding customer experience, meets the objectives of the business and validates the ROI of IT. Also, organizational silos must be eliminated in order for IT teams and business units to easily collaborate on improving customer experiences and enhance business results. And, with the growing number of data resources and the increasing data volume, it’s a big challenge to filter relevant data and create actionable real-time reports for the different user types in business units, I&O teams, developers or IT architects. There is no tool available today that can provide out-of-the-box observability for different groups of people looking at the same data in different ways.
Why is there so much interest in digital experience monitoring?
digital experience monitoring (digital experience monitoring) measures the availability, performance and quality of endpoint, connectivity and application user experiences from everywhere - so companies can quickly troubleshoot and remediate problems (e.g. ISP or home Wi-Fi issues). The 3 key reasons for the increased interest are (a) rise of SaaS applications, (b) increased need for quality access and (c) desire to assess business outcomes across people, processes and platforms.
(a) Applications: Software-as-a-Service (SaaS) applications (such as Zoom, Microsoft 365 and Salesforce) are becoming more prevalent for companies of all sizes. However, these applications can sometimes go offline (e.g. Microsoft 365 outages in September/ October).
(b) Access: Companies are working in even more distributed and remote scenarios (WFH) - and the need to monitor VPN, internet and application (e.g. Zoom) sessions have increased.
(c) Assess: Business and technical stakeholders, who are running digital businesses, would like end-to-end and omnichannel views of their business to understand how users are experiencing their brands - across web and mobile platforms.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring shifts the focus from what is being monitored into who is being impacted and why. It extends the monitoring of the digital supply chain (resources and applications) to the user’s point of view - and enables insights into the impact that degraded performance can have on productivity, revenue generation, and customer loyalty (such as user engagement, customer satisfaction, and quality of experience).
What are your key solutions for digital experience monitoring?
Netreo monitors the availability, performance and quality of the digital heartbeat, so that companies have confidence in their digital businesses. Netreo does this in 3 key ways: Synthetic Transaction Monitoring, End-Point Monitoring and Real-User Monitoring.
(a) Synthetic Transaction Monitoring.
- Emulates how a user might send an email or engage, for example, with a shopping cart in an E-Commerce application. The entire transaction is timed and monitored for performance metrics.
(b) End-point Monitoring.
- Provides Points of Presence (POP) from data centers located around the world for an international digital heartbeat, while aggregating them into a single UI for reporting and dashboarding purposes.
- Provides “Remote Service Engines" (RSE) from customers’ own POP. Netreo enables customers with the flexibility to set RSEs anywhere they need (e.g. for web applications only accessible via corporate WANwork) -- to increase visibility and facilitate local metric collection and synthetic transactions.
(c) Real-user monitoring.
- Provides endpoint-based agents from users to run synthetic transactions *from the perspective* of that user on that computer (from a home office, a coffee shop patio, or anywhere the user can find an Internet connection)
- Enables SaaS Service Level Agreement monitoring (e.g. Microsoft 365) through tools like Netreo’s Microsoft 365 Insight.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Companies will typically need to overcome challenges across people, process and technology:
(a) People
- Strategically, working across business and technology stakeholders to identify the right processes and performance indicators can be complex. Netreo mitigates this by structuring engagements with key goals, and then considering supporting processes, data needs and technology resources
- Tactically, end-users may need to assist in the installation of the agents for monitoring. Netreo mitigates this through automated install scripts and strict access control of devices.
(b) Process
- Strategically, end-user experience monitoring is typically carried out on an application-by-application basis, with different data ingestion technologies used for different applications. Netreo mitigates this by triangulating observations and understanding across multiple data ingestion technologies, to ensure cross-channel measurement of the user / agent experience.
- Tactically, digital experience monitoring is sometimes deployed in isolation (such as to monitor only the front-end user experience) which minimizes its impact. Netreo mitigates this as an integrated platform that can associate context and data sharing with its monitoring capabilities
(c) Technology
- Strategically, “Yet Another Tool” (YAT) contributes to IT tool bloat, especially if it is only a boutique digital experience monitoring solution. Netreo's solution mitigates this risk as it’s platform has embedded digital experience monitoring capabilities.
- Tactically, more data from multiple sources often results in more noise. Netreo's digital experience monitoring capabilities are integrated into the overall solution, so they carry with them the same advantages found in our other features: templatable configuration, intelligent and actionable alert generation, and long term retention (3 years) to separate signal from noise - and offer more agility in analytical options and reporting.
Why is there so much interest in digital experience monitoring?
IT has evolved from a “keep the lights on” mentality to strategies aimed to empower people to be more productive by limiting downtime, avoiding subpar application performance, or any other distractions that hurt overall engagement. Today’s tech-dependent, mostly remote workers won’t accept anything less than perfection when it comes to how they use technology to do their jobs, and the level of IT service they receive.
This is why leading organizations are placing a strategic focus on the digital experience of employees, helping them better understand the impact and ROI of all IT investments, going beyond just rolling out new technologies to uncovering insights into how people use apps and whether technology is inhibiting workers from performing optimally. Leveraging the power of digital experience monitoring technologies gives IT the visibility and capabilities they need to empower employees to do their best work by proactively addressing issues and ensuring that employees have consistently pleasant digital experiences.
The future of work is morphing into a work-from-everywhere model, where employees may not work from the same exact location every day. Digital experience monitoring provides the assurance that an organization’s workforce can consistently get their jobs done free of IT frustrations, whether they work from home, in the office, from a coffee shop or in another country.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
The components that make up digital experience monitoring are not new, but by combining the right capabilities into a single platform, the outcomes that can be generated are truly novel. Digital experience monitoring is essentially an extension of end-user experience monitoring, APM and device performance monitoring. When combined, these give IT teams the end-to-end visibility that they need to best understand the health and performance of every enterprise application and device, and make impactful decisions based on that data.
In leveraging these capabilities, businesses are able to ensure that employees are not bogged down due to poor device or application performance and consistently have the tools they need to do their jobs. This level of visibility is a competitive advantage for both IT professionals and employees. IT professionals are able to quickly spot and remediate IT headaches before they turn into unbearable migraines, and employees consistently realize exceptional digital experiences as a result.
This is increasingly important as today’s digital workers have high expectations in terms of how seamless they expect technology to work, and consistently superior employee experiences allow businesses to both attract and retain talent.
What are your key solutions for digital experience monitoring?
The Aternity Digital Experience Management platform brings business context to every end-user, application and activity to inform remediation, drive down costs and improve productivity. Aternity’s SaaS-delivered digital experience monitoring platform delivers the only truly complete view of digital experience for the business, their employees and their customers.
The key components the platform delivers to customers include:
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
The main challenge is the mindset shift that has to happen to pull the trigger on the investment. CIOs and other decision makers have been conditioned to believe that the investments they’ve made in domain-specific monitoring tools are sufficient in helping ensure optimal employee and customer experiences. However, this is not the case.
These types of tools are important investments and are great at what they do, providing IT with insight into the performance and availability of things like data center components, network infrastructure and device health. But they are not capable of measuring what end-users (employees and customers) actually experience when they use business-critical applications. This is where digital experience monitoring comes into play, by providing that next level of granular visibility.
digital experience monitoring empowers IT to become much more than a reactive player and evolve into a proactive contributor to the business. By making the mindset shift that the goal of IT is to ensure great digital experiences for employees, IT is able to properly evaluate the ROI of IT investments and go beyond rolling out technologies to having a big picture vision of how people interact with applications, and where improvements can be made.
Why is there so much interest in digital experience monitoring?
digital experience monitoring has always been important due to so much of everyday life and work moving online. Especially in the times of COVID-19 it has now become more critical. Also, with the importance of mobile applications as well as web properties, this has become vital to have a comprehensive view across all digital properties. Mobile app and web performance are very nuanced and sometimes unintuitive. It is important to not just optimise digital properties, but to measure the impact of those changes to the experience of using the site. Correlating changes in your app or web site with business metrics such as conversion rate is a powerful way of growing business online.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
digital experience monitoring changes existing performance monitoring because it provides very detailed and near real time visibility into the user experience. This means that negative impact of outages or changes can be visible and reacted to very quickly to avoid negative business outcomes. Positive results of optimisations can also be seen and even the impact of changes can be predicted before implementation to validate the value of that change. This is the case with our customer Hulu who saw the benefits of digital experience monitoring through their use of our Real User Monitoring (RUM) solution, mPulse. The solution allowed them to determine the viewing and image qualities of their videos as well as the performance impact of any site changes it was considering.
What are your key solutions for digital experience monitoring?
Akamai’s mPulse, which provides Real User Monitoring (RUM), provides monitoring and insights, giving businesses granular visibility into how end users perceive performance, and take action against third-party resources that might be slowing them down.
Another solution we have is CloudTest. The solution is the largest, highly scalable, global load testing platform that allows businesses to quickly prove if their digital property can handle peak loads.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
There are several challenges. Firstly, IT teams and other business units need to collaborate. Digital experience monitoring provides unified views of a business’ digital performance. However, organisations often work in silos. To experience the benefits that digital experience monitoring brings, departmental siloes need to be broken down and teams need to come together for the common goal of improving customer experiences. Secondly, digital experience monitoring provides granular visibility into performance. This means monitoring both the good, the bad and the ugly. For organisations with resource constrains, this might pose a challenge for representatives to raise any issues they foresee.
Why is there so much interest in digital experience monitoring?
The IT Business landscape is very competitive and there are many vendors who are providing almost identical capabilities. We are in an era where businesses are going digital, and the current pandemic has only accelerated the transformation.
In this scenario, the crucial differentiator is the end-user experience. Better performance goes a long way in delivering a great experience. In short, slow is the new down. A one-second delay in your app performance can affect your business bottom line directly.
When digital experience is the key performance indicator, it is imperative to monitor the same. Hence, the interest in digital experience monitoring (digital experience monitoring), to stay ahead of the competition.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
According to Gartner, "By 2021, more than 85% of enterprise organizations will be using cloud services for business-critical functions." This emphasizes the need for digital experience monitoring among enterprises.
digital experience monitoring has impacted IT and application performance monitoring tools to be proactive rather than being reactive, thus empowering end customers to be smarter and giving them a sense of control.
Almost all monitoring solutions come with AI-powered capabilities today. The key is to get alerted before end customers are impacted. Moreover, data is the new oil, monitoring data more so.
Real-time monitoring coupled with anomaly detections puts IT admins/operators on a pedestal and helps them to be vigilant. This could be the game-changer they are looking for.
What are your key solutions for digital experience monitoring?
digital experience monitoring is vital for any monitoring tool, and all vendors are competing to provide it in one form or the other.
A cloud application has four layers: the end user layer, the application layer, the platform layer, and the infrastructure layer. Providing a great experience at each of these layers is important.
The key solution is to avoid have data in silos and to use a single tool for monitoring your entire cloud architecture.
Site24x7 is one such tool that follows the full stack approach and provides an all-in-one solution that monitors all the layers in one single console.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Even though enterprises understand the need and importance of moving to the cloud, which is the primer for digital experience monitoring, there are going to be bottlenecks and challenges in making that move. Some of them are:
An agile, smart, and flexible team with the willingness to change and the openness to collaboration can go a great way in adopting digital experience monitoring in any enterprise.
Why is there so much interest in digital experience monitoring?
Digital experience management has everything to do with 'experience' as it does with 'digital'. When your digital application is slow how do your customers feel? Interest in digital experience monitoring is driven by pervasive use of technology, and our desire to have that technology actually work for us; to make our lives simpler and easier. It has become key to competitiveness in the digital world.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
In some respects it hasn't changed at all. One of the most difficult questions IT has always had to answer is 'why is my application slow?’ and that hasn't gotten any easier over the years, in spite of–or perhaps because of–advances in technology.
Perhaps the biggest shift is IT is recognizing that monitoring technical domains is never going to assure performance from an end user perspective. So, every vendor is focused on making the end user the focus of monitoring, and that's a good thing.
But there's still a lot that happens beneath the iceberg, regardless of the underlying technologies and deployment models–cloud or otherwise. A therein lies the rub. Achieving total performance visibility is not trivial.
What are your key solutions for digital experience monitoring?
eG Innovations has been pioneering unified monitoring for two decades. Our flagship product, eG Enterprise, takes measurements at every layer of every component of a digital business service, uses machine learning to learn the norms of all measurements, and a patented data flow and dependency-based analytics to automatically isolate which layer of which component is the source of a performance anomaly.
An interesting by-product we've seen is that by capturing each end-to-end user journey across every layer of every component and being able to add business context–such as what you've added to a shopping cart, or a user survey score, or process ID; any business context–you're able to really start connecting the dots between customers, business and technology.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
I think the biggest challenge will be cultural. Monitoring is a wicked problem, and it's not the technology that will trip you up; it's more likely that people will. We are still very attached to our technical domains and organizational silos.
What is the impact of COVID-19 and remote working on Enterprise IT infrastructure monitoring (ITIM), network performance monitoring (NPM) and application performance monitoring (APM)?
The sudden onset of COVID-19 has forced employees to work from home (WFH), and this has created a considerable strain on IT departments and infrastructure. IT infrastructure has been pushed to its operational limit, due to the additional bandwidth and request packet. Enterprises have therefore adopted NPM and APM tools to ensure their IT infrastructure runs smoothly, and provide remote-working IT teams with a holistic overview of the company infrastructure. Such monitoring systems thus help to ensure that the company’s 'digital backbone' runs smoothly to support WFH efforts with minimal disruptions.
How has the growth in IoT, namely large scale deployment of connected 'things' in sectors such as manufacturing, utility, logistics and energy, impacted enterprise asset monitoring?
Due to its highly digitised nature, Industry 4.0 and Internet of Things (IoT) will rely heavily on computers systems and their related components. Large-scale industries with a high degree of automation like manufacturing, logistics, utility and energy will see NPM/APM play an even more important role, moving forward, due to the myriad of sensors and computers system that needs to be monitored to ensure peak performance efficiency. We anticipate that NPM/APM will be compulsory and an industry norm over time.
How does the Enterprise shift to Cloud and SaaS applications change existing ITIM, NPM and APM practices?
Most enterprises do not process a 100% shift to cloud and cloud based services. Usually these new technologies do not replace the IT teams’ tasks, but come on top creating a hybrid environment. Therefore, it is important to use ITIM, NPM and APM solutions offering both, monitoring of classic, on premises infrastructures, applications and networks, as well as cloud services such as AWS, Azure, Microsoft 365 and others. Only such a holistic overview can ensure a successful integration of cloud services into an existing IT setup.
How does ITIM, NPM and APM measure and monitor end user experience, including the experience of remote employees?
Monitoring end user experience includes infrastructure and endpoint monitoring to ensure availability of devices and standard applications, network performance monitoring and traffic analysis to control data transport and also application performance monitoring using methods like synthetic monitoring, means using scripts to simulate user transactions. Only the combination of all these methods can uncover issues and identify the root cause for those issues and so enable IT teams to solve those issues before they become problems.
What are your market predictions for end-to-end IT monitoring for enterprises embracing digitalisation?
We see a strong need for broadly featured tools giving an overview about all areas, from ITIM over NPM to APM with a strong focus on usability. Regarding digitalisation it is important that these overview solutions support protocols and methods to integrate devices and infrastructures from different fields of digitalisation. In hospitals DICOM and HL7 are requested to integrate medical infrastructures, in IIoT or manufacturing OPC UA or Modbus play a vital role and in the IoT world MQTT and APIs are the main methods for integrating with IT environments.
Why is there so much interest in digital experience monitoring?
As a result of COVID-19, there’s been a renewed interest in Digital Experience Management (digital experience monitoring) from enterprises and service providers looking to ensure positive digital experiences. With distributed workforces, people are accessing apps and services on multiple networks in various cloud environments. As a result, the end user experience is no longer based on the performance of one network, but rather, a combination of network service and application providers, the internet, and enterprise networks. With digital experience monitoring, enterprises and service providers alike have visibility into the end user experience, allowing them to more effectively engage with customers on all digital channels and leverage the insights gleaned from every interaction to ensure optimal performance of applications and services in the new normal.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
IT departments and network operators at enterprises and service providers are responsible for the end user experience. But with today’s remote workforces accessing services and applications on various devices in the cloud and on personal networks, it's become increasingly difficult for IT teams to have visibility into performance and the end user experience. With digital experience monitoring, IT teams and network operators are able to take into account the performance of various applications accessed on a combination of networks and cloud environments, allowing enterprises and service providers to see how customers engage with their products and services online. This gives teams more time to focus on business priorities, rather than spending significant time and resources on troubleshooting.
What are your key solutions for digital experience monitoring?
The Accedian Skylight solution allows organizations to monitor a combination of real user behavior, synthetic transactions and end point activity to understand performance issues, as well as what’s fueling digital engagement. They’re able to leverage synthetic transaction monitoring to gauge how potential actions of users impact performance; they’re also able to monitor real user and end point activity to better understand what is and isn’t driving engaging experiences online - ultimately improving the customer experience and cultivating brand loyalty.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Remote workforces have resulted in a proliferation of end points (e.g. more and more people are using different devices, operating systems, software, applications, etc.), which introduces a challenge for performance monitoring. When monitoring thousands of end points, handling the logistics alone can be a challenge for IT teams. Incorporating countless end points into a digital experience monitoring solution is not an easy thing to do, especially for larger organizations with hundreds of thousands of employees in disparate locations, using various devices. Enterprises will need to look at a digital experience monitoring solution that provides a holistic view of the customer experience and allows for deployment that is affordable and maintainable for their IT teams.
Why is there so much interest in digital experience monitoring?
For many years we've seen growing consumer adoption of online services, and such services were just one of many ways in which companies could reach their customers. With COVID19, online has become the only way to conduct business in many cases, and in such an environment it becomes extremely important to understand and optimize user experience and to quickly detect and resolve any issue. In today's environment any glitch in user experience can result in significant loss of revenue. However, technological developments in web application development, specifically around the increased adoption of Single Page Applications (SPAs) in the front-end and microservices in the backend, mean that older digital experience monitoring (and APM) tools have significant gaps in visibility leaving the Dev and Ops teams flying blind.
Another trend that we're witnessing is the increasing popularity of OpenTelemetry - the second most popular CNCF project after Kubernetes, supported by Splunk and all the major cloud providers. Previous digital experience monitoring tools used proprietary instrumentation and proprietary agents to collect telemetry data, effectively locking-in their customers. OpenTelemetry, on the other hand, provides an open standard for enterprises to send their telemetry data. The increased popularity of OpenTelemetry has organizations around the world looking closer at their digital experience monitoring solution and asking themselves whether they feel comfortable being locked in with one vendor and being dependent on that vendor's roadmap. Because of the increased user demand for online services and limitations of traditional vendors, combined with the rise of OpenTelemetry, you see increased interest in digital experience monitoring observability solutions that provide visibility into SPAs and full-fidelity tracing to track any front-end transaction to its backend completion.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
When looking at online services, in the past, very little code was executed on the user side and the majority of code was executed in the backend applications, therefore if users experienced issues you could reliably say that those issues were caused due to backend problems, and use your traditional application performance monitoring (APM) tools to troubleshoot it. Because applications tended to be monolithic (i.e. a single application running on a single physical or virtual server) that was updated very infrequently the APM tool could just sample the transactions to provide the needed visibility. Additionally, because most of the code was run in the backend, page load times were the logical unit of measure for customer experience.
But now things are different - a lot of code (especially Javascript) and page rendering are executed on the user side, so you need to be able to reliably monitor the performance of that user-side code. Once a page is initially loaded it sends multiple smaller requests for information (known as XHRs) to your back AND to third party services, making the concept of single page load time irrelevant (think of pages with continuous scroll as an example). Because of that, enterprises need to track each and every transaction all the way from the front-end to the backend or to a third party. However, the backend architecture has also changed, and monoliths are broken up into microservices, many of which are updated several times a day. Because of that, APM tools that perform sampling miss a lot of critical information. It's impossible to get a clear picture of the user experience if you need to stitch together a front-end transaction with a corresponding backend trace that was not sampled.
In short, enterprises now need tightly coupled digital experience monitoring and APM solutions that provide full-fidelity visibility (meaning ingesting, analyzing, and storing all transaction data) all the way from the front-end to the backend with no sampling whatsoever, and with OpenTelemetry providing the standard for instrumentation.
What are your key solutions for digital experience monitoring?
We recently announced Splunk RUM - the industry's only full-fidelity end-to-end RUM solution. Splunk RUM uniquely combines all front-end spans and transactions with their corresponding backend metrics, traces, and logs in real-time and leverages AI-driven analytics to provide meaningful, actionable insights. Additionally, we have acquired Rigor, providing synthetic monitoring to analyze and optimize web page performance globally before users experience any issues.
These two products, combined with our Observability Suite, which includes best-in-class infrastructure monitoring, APM, logs analysis, and incident response, will help enterprises create the best user experience, detect any issue, and help them troubleshoot it quickly and efficiently.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
The main challenge is around building a culture and practice that create the best user experience possible. Digital experience monitoring is a tool to help achieve that, but simply buying it won't magically transform poor user experience to amazing one. To really be competitive and create the best experience for your customers you need to make it a strategic priority, and put in place the tools and processes to continuously improve your offerings and have the observability needed to really understand how your offerings are performing and how to solve any problem when it arises.
Why is there so much interest in digital experience monitoring?
Companies must deliver a great user experience to their customers and employees to be commercially successful. Improving this experience is a top business priority.
The past year has revealed the blind spots in the way many IT teams have traditionally monitored digital experiences. With the recent rise in remote employee productivity, workers are accessing a variety of resources from unknown networks, reducing visibility and making it exponentially more difficult for IT teams to diagnose the root cause of technology failures.
Whether organizations were on a digital transformation before March of this year, or the pandemic has accelerated such strategies, the need for a user experience-based monitoring strategy is now a top priority.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Traditional monitoring mainly focused on what was happening inside the network and had no visibility into end-user experiences. Having visibility from all corners of the globe and monitoring from where the user is, provides a more complete view of the end-user experience. And while part of this measured experience is not under direct control, it can help with measuring SLA commitments from service providers and provide insights that can help for future capacity planning.
What are your key solutions for digital experience monitoring?
There are many capabilities within the Catchpoint platform but in short, we deliver value in three main areas monitoring the availability, performance, reachability, and reliability of all digital assets wherever they are hosted - and manage the experience of users, both external and internal, customers, partner, employees, wherever they are located.
Catchpoint helps customers by offering a combination of Synthetic, Network, Real User, Endpoint and User sentiment capabilities in these three areas: Customer Experience Monitoring, Employee Experience Monitoring and Network Insights.
Platform users leverage the extensive built in test capabilities or create custom test to suit their needs. The Catchpoint portal gives access to rich actionable information, smart and customizable dashboards.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Monitoring data continues to be scattered throughout the enterprise. For example, performance data from applications and infrastructure, IT operations alerting and event data, can be monitored by many departments across the organization. A core challenge is for IT Operations to develop a cohesive strategy that reduces these silos, and move to a shared model focused on improving digital experiences for both external and internal users.
But just as critical is having “buy in” at the top level of the organization, otherwise IT owners will continue to make decisions in a vacuum, and not align their departments against the corporate strategic initiatives such as those digital transformation projects mentioned earlier.
Why is there so much interest in digital experience monitoring?
Corporations of all types, not just telcos, have come to realize that they need to have insight into employee productivity and engagement. This requirement has been exacerbated by the pandemic. With so many people working from home, companies need a way to make sure that their workforce remains engaged and productive. No employee is going to volunteer that they are having trouble adapting to the 'new normal.' But if management is able to identify issues with employee effectiveness and focus, they can assist in any number of ways.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Application monitoring is focused on the infrastructure of the organization - the communication bandwidth, infrastructure performance, the application response times, etc. What digital experience monitoring does is extend these capabilities to the end users. Where APM measures from the keyboard to the network, digital experience monitoring measures from the keyboard to the user.
What are your key solutions for digital experience monitoring?
We offer Knoa User Experience Management (UEM), which supports a variety of enterprise applications. There is a version sold by SAP as SAP UEM by Knoa. This software solution provides businesses with unique insight into employees' interactions with their enterprise applications, enabling them to detect process bottlenecks and inefficiencies, buggy software, user errors, interfaces that are not intuitive, or any other issues that are impacting productivity. With this insight, organizations can take corrective actions as appropriate, including technology upgrades, workflow redesign, error message resolution, personalized training, process changes, etc. Knoa UEM is used by large enterprises around the world to facilitate digital transformation, cloud migration, help desk optimization, remote workforce productivity and much more.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
Enterprises historically have not been very invested in the user experience, and haven't made it a priority. Digital experience monitoring is also a relatively new solution area. Once the market sees the great Return on Investment that our customers have confirmed, we are confident that digital experience monitoring deployments will be more widespread.
Why is there so much interest in digital experience monitoring?
With users untethered from the traditional infrastructure, organizations are looking to advance the adoption of 'cloud-first, remote-first' strategies. These strategies require a clear understanding of overall experience across the digital supply chain, incorporating a flexible, often public, online infrastructure.
To ensure 100% business resilience, 'anywhere operational' models aligned to this strategy require structural changes that rely on digital experience monitoring.
Providing high-quality insights into users' digital experience, digital experience monitoring highlights where improvements can be made. This inevitably blends with security policies, a compelling component of the next generation of business agility and performance.
How does digital experience monitoring change existing enterprise IT and application performance monitoring?
Whilst enterprises have adopted cloud applications across their business, many will find that they are delivered within multi-cloud environments.
This has seen traditional monitoring tools across APM, IPM, and NPM, for example, only providing monitoring across the technologies that are under direct ownership and control
As the shift to cloud occurs, it is increasingly important to understand digital partners' performance, unmanaged services, and those owned by third parties, where there is no business relationship or SLA.
digital experience monitoring allows organizations to gain precise insights to monitor and manage the digital experience. This includes insights into business efficiency and elements outside the technology itself, such as people, social, economic, and other important factors that enable agility.
What are your key solutions for digital experience monitoring?
Teneo's digital experience monitoring services leverage multiple components to extend the reach further into the complete digital infrastructure, no matter where it is provisioned or delivered. These services provide collaborated data from data lakes and distributed edge data sources.
It also embraces a full capability of awareness across digital overlay services and core underlay services from providers. This ensures the fully optimized performance levels needed to contend with business demand and consumption
Teneo's visibility services provide 'Real End-User Experience' monitoring regardless of location. These services provide insight to enable remediation of user issues experienced on any device irrespective of application type
Alongside this, Teneo has a range of solutions that focus on monitoring digital infrastructures across multi-cloud and traditional data centers. Further, solutions monitor connecting services such as SD-WAN and endpoint security.
Teneo's solutions analyze and filter data into top-level dashboards, which present meaningful and actionable data to the business. This extends across distributed digital infrastructures and facilitates the full end-to-end experience where required, enabling the adoption of a 'business anywhere' thought process
The Visibility Tools Suitability Assessment (VTSA) solution addresses 'experience monitoring' demands. It provides an assessment of existing monitoring tools across the traditional landscape, including APM, NPM, ITM, RUM, and EUEM. This enables businesses to identify and better understand gaps or blind spots
By providing valuable output, Teneo enables organizations to make investments effectively, maximize existing investment, and drive through evolution towards the 'anywhere operational' model that digital experience monitoring supports.
What are some of the challenges you foresee in getting more enterprises to adopt digital experience monitoring?
As recent events have driven change throughout essential business processes, the same move to online operations has made flexible infrastructure monitoring critical.
Organizations need to realize quickly that a shift to the cloud is not the end of its digital transformation journey. They will require a more efficient and capable infrastructure to take advantage of the agility this shift will bring.
The future is not just about working from home; there are fundamental advantages in a distributed infrastructure. This includes releasing the financial and operational burden of technology, which should be what experience monitoring helps deliver
Driving change is never easy. But through partnerships to operationalize and enable these services, businesses can quickly realize additional agility. This includes taking advantage of augmented, artificial, and automated approaches, blended with people, social, economic, and indeed political impacts that may appear. Digital experience monitoring solutions provide a significant 'technical wealth' to anyone considering evolving further towards 'Total Experience Monitoring,' facilitating a 'business anywhere' approach.
Further, when it comes to monitoring data, many organizations struggle to consolidate data into one view. This slows down the diagnosis and resolution of user-impacting issues, elevates costs, degrades user satisfaction, and lowers productivity. With digital experience monitoring, data is consolidated into a single view. This alleviates the need to manually gather data, allowing IT teams more time to give issues the necessary attention they deserve.
