End User Experience - Perceptions of Performance
February 18, 2016

Larry Dragich
Auto Club Group

Share this

If something has always worked, there is a notion that creeps in that says we don't need to improve it, stick with the tried and true. Unless we are concerned that it will fall out of favor or fail to provide us the benefits from when it was first acquired.

When put into the context of technology we enter into tricky territory, trading off new functionality for stability, or stability for new functionality depending on what camp you call home, Development or Operations.

Consider the paradox when vying for limited IT resources from a highly scrutinized capital budget; too small to do it right but too big not to

Using the end-user-experience (EUE) as a yard stick to measure application performance helps provide the needed visibility to create tangible metrics for strategic decision making.

Communicating in terms of the EUE provides a focal point that allows IT to make a connection to the business and speak to them in a language they can appreciate. It doesn't matter if every system dashboard is green, if the end user has a perception that the application is slow, then it is slow.

We are only limited by our beliefs and the perceptions we have of what is real and what brings us value. The end users of our critical business systems are no different, and with the convergence of technology finding its way to their own personal devices, meeting the expectations of a quality customer experience for everyone is much more difficult.

Consider using the Application Performance Management (APM) framework as a reference when working to improve the Customer Experience. The framework puts the EUE at the heart of it all and creates the necessary focus point to help make that connection to the business.

Understandably, the technology saga in how to extract the most meaningful end-user-experience metrics that the business can relate too, can leave even the savviest IT leader perplexed about what tools they should use and what processes they should follow.

Before you select a tool-set or roll out a new process, I recommend starting with a simple APM methodology focused on the EUE. On SlideShare: Click here

Larry Dragich is Director CEM, Auto Club Group, and Founder of the APM Strategies Group on LinkedIn.

You can contact Larry on LinkedIn

Share this

The Latest

May 25, 2017

According to most industry perceptions, application performance management (APM) and application portfolio management (APM) might seem to be worlds apart — or at best connected by a very thin thread. In this blog, I'd like to highlight three areas that are bridging the APM-to-APM divide: digital experience management, application discovery and dependency mapping (ADDM), and agile/DevOps lifecycle planning ...

May 24, 2017

In today's digital world, it is possible to gauge the cost implications of an IT outage on employee productivity, revenue generation but it is usually much more tricky to measure the negative impacts on the very IT people's lives ...

May 22, 2017

APMdigest asked experts across the industry for their opinions on the next steps for ITOA. Part 5 offers some interesting final thoughts ...

May 19, 2017

APMdigest asked experts across the industry for their opinions on the next steps for ITOA. Part 4 covers automation and the dynamic IT environment ...

May 18, 2017

APMdigest asked experts across the industry for their opinions on the next steps for ITOA. Part 3 covers monitoring and user experience ...

May 17, 2017

APMdigest asked experts across the industry for their opinions on the next steps for ITOA. Part 2 covers visibility and data ...

May 16, 2017

Managing application performance today requires analytics. IT Operations Analytics (ITOA) is often used to augment or built into Application Performance Management solutions to process the massive amounts of metrics coming out of today's IT environment. But today ITOA stands at a crossroads as revolutionary technologies and capabilities are emerging to push it into new realms. So where is ITOA going next? With this question in mind, APMdigest asked experts across the industry — including analysts, consultants and vendors — for their opinions on the next steps for ITOA ...

May 15, 2017

Digital transformation initiatives are more successful when they have buy-in from across the business, according to a new report titled Digital Transformation Trailblazing: A Data-Driven Approach ...

May 11, 2017

The growing market for analytics in IT is one of the more exciting areas to watch in the technology industry. Exciting because of the variety and types of vendor innovation in this area. And exciting as well because our research indicates the adoption of advanced IT analytics supports data sharing and joint decision making in a way that's catalytic for both IT and digital transformation ...

May 10, 2017

Colin Fletcher, Research Director at Gartner, talks about Algorithmic IT Operations (AIOps) and the challenges and recommendations for AIOps adoption ...