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End User Experience Monitoring: I Bet Your Tool Can’t do THIS! Part 5

Mike Marks September 25, 2017
Aternity's approach to end user experience monitoring enables Service Desk teams to resolve issues quickly.

Troubleshoot end user issues quickly

This End User Experience Monitoring blog series has been addressing one of the key obstacles to a successful Digital Experience Management strategy. Many different teams from IT and the business must coordinate to ensure an excellent digital experience for customers, employees, partners, and suppliers. Each team requires different metrics and analytics to do their part. So far, we’ve covered a few strategic use cases for End User Experience Monitoring. Business execs need to measure the impact on productivity and customer service. IT execs need to establish SLAs that are meaningful to the business and hold cloud vendors accountable.

Now, let’s go to the front lines, where the impact of poor digital experience first hits your company. Whether you call them the Service Desk, Level 1 Support, End User Services, or the Help Desk, staff on these teams must act fast when users are complaining. And for that, they need Aternity End User Experience Monitoring.

Take a look at how Aternity helps:

What Service Desk teams need from End User Experience Monitoring

service deskWhen users call to complain that it takes forever for their device to boot up, or that their app is slow, the Service Desk needs to analyze the situation quickly.

  • Is it really a problem, or is the user just impatient?
  • Is it a device problem?
  • Is it an app problem?
  • Is the problem restricted to one particular geographic area, or many?
  • Is the problem occurring on one particular type of device, or on multiple types?

Service Desk staff need answers fast, so that they can either help the user directly, or route the problem to the appropriate level 2 team for further troubleshooting. End User Experience Monitoring tools should help Service Desk staff proactively identify issues affecting digital experience, then troubleshoot them, remotely and non-invasively. But not all End User Experience Monitoring products are the same, so be sure yours has the capabilities you need.

Correlate three streams of data for End User Experience Monitoring

three streams of data for end user experience monitoringAternity monitors IT from the point of consumption—the end user’s device. Aternity monitors user experience, as applications render on the screens of their device. Aternity does this for:

  • ANY type of device – laptops, PCs, virtual desktops, or mobile devices.
  • ANY type of app – local, web, cloud, or mobile.

Unlike traditional Application Performance Monitoring or Device Performance Monitoring products, Aternity automatically monitors and correlates together the three streams of data that constitute true user experience—user interactions, device health and performance, and application performance, as seen by the end user. The correlation of these three streams enables Aternity to help IT teams determine whether the cause of the problem lies with the device, the application, or the user.

Learn more about how Aternity differs from other methods of End User Experience Monitoring.

Why Device Performance Monitoring products fall short

Aternity is not the only monitoring product whose vantage point is the user’s device. Many Service Desk teams rely on Device Performance Monitoring (DPM) products to monitor device health and performance, discover installed applications, and identify app crashes.

The difference between Aternity and DPM products is the ability to correlate the three streams of data addressed above. DPM products can see only one of these streams—device health and performance. Although may see app crashes, they cannot see how applications render on the screen of the device. And they do not monitor the user’s behavior—what the user is actually doing with that application. The result is a very narrow view of actual end user experience.

Get started with Aternity today!

Your End User Experience Monitoring product determines whether your Service Desk team will succeed in ensuring an excellent digital experience for your users. Without Aternity, your Service Desk team will have to interrogate end users who call to complain, or take over their machines to troubleshoot. And that’s no way to achieve high marks for customer service or workforce productivity.

Aternity Free TrialIf you’d like to investigate a better way with Aternity, you can start right now. With millions of endpoints managed in our SaaS environment, Aternity enables customers to get up and running fast, with no major capital investment, hardware provisioning, or server deployment. Start your free trial today to see how you can improve the end user experience of your digital workforce.

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