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What Gartner Says about Using Digital Experience Monitoring and Work-From-Home Employee Experience

Mike Marks May 28, 2020
The recent Gartner Digital Experience Monitoring report "Use DEM to Understand and Enhance Your Employees’ Work-From-Home Experience" provides three recommendations for IT leaders. Here's how Aternity addresses these recommendations on device-based Digital Experience Monitoring, SaaS-delivery, and KPIs that help drive meaningful IT outcomes.

Gartner Digital Experience Monitoring, remote work, remote workforceGartner recently published a report titled “Use DEM to Understand and Enhance Your Employees’ Work-From-Home Experience.” The  Gartner Digital Experience Monitoring report provides useful guidance to IT leaders dealing with the effects of the global shift to Work-From-Home (WFH) brought on by the coronavirus. Business leaders now expect that remote work will remain prevalent even after the pandemic is brought under control. So, end user service teams and IT operations teams will need to understand how to use Digital Experience Monitoring to address the challenges and recommendations in the report. Register here to get your complimentary copy of the full Gartner report.

Gartner’s recommendations

The “Recommendations” section of the Gartner Digital Experience Monitoring report says the following: “I&O leaders responsible for infrastructure, operations and cloud management should:

  • Ensure visibility into application performance by deploying endpoint-based digital experience monitoring (DEM) software tools to allow detailed views into user experience regardless of where a user is working
  • Quickly deploy new monitoring solutions to identify weaknesses in infrastructure and other challenges during unexpected situations by taking advantage of SaaS-based monitoring tools’ rapid deployment models.
  • Ensure the focus of I&O staff is on remaining highly effective through difficult times by defining reasonable performance objectives and key results (OKRs) that are relevant and monitorable.”

(Source: Gartner: Use DEM to Understand and Enhance Your Employees’ Work-From-Home Experience, 22 April 2020 – ID G00722887)

Aternity, with its SaaS-based, enterprise-class Digital Experience Management Platform, can help companies address each of these recommendations. Here’s how.

Monitoring employee experience from the point of consumption

End User Experience Monitoring, synthetic monitoring, javascript injectionThere are multiple approaches to Digital Experience Monitoring. Aternity takes the endpoint based approach mentioned by Gartner, but other methods include:

  • Real user monitoring (RUM) or browser telemetry (using JavaScript injection)
  • Synthetic transaction monitoring for web- and mobile-based end users
  • Synthetic transaction monitoring for applications and network path analysis
  • Application Performance Monitoring agents and Network Performance Monitoring & Diagnostic probes

Each of these approaches can be useful, but none enable IT to understand an employee’s actual experience when interacting with all of the applications they rely on to do their jobs. Aternity stands out, even among Digital Experience Monitoring vendors that also take the device-based approach. These other products primarily capture device performance and health metrics. Some augment those metrics with application crash or qualitative measures like employee sentiment. These measures certainly relate to employee experience, but they don’t actually measure it.

With Aternity, IT can measure what users actually experience when they interact with their business-critical applications in the context of a business process. We call this monitoring “click to render” time – the time it takes for the employee’s screen to render when an employee uses an application to execute a business process. For example, a doctor uses her EHR application to “look up a patient record.” A stock trader uses his trading app to “execute a trade.” Or, a customer service agent uses the inventory management app to “check inventory.” These business activities represent the fundamental work processes used to serve customers. So, they represent the ultimate measure of productivity. Only Aternity does this – for EVERY TYPE OF APPLICATION in the enterprise – not just web and mobile, but SaaS, Shadow IT, and client-server. Watch this short video to see a good analogy:

Enterprise-class SaaS

SaaS solutions enable companies to get their Digital Experience Monitoring solutions up and running fast. For more than five years, Aternity has offered a true multi-tenant SaaS solution, fully compliant with SOC2, GDPR, and HIPAA privacy requirements. Global customers, including those in financial services, retail, and healthcare trust Aternity SaaS to meet their Digital Experience Monitoring requirements. You can learn more about the privacy, security, and availability capabilities of Aternity SaaS by visiting our Trust Center.

KPIs and performance objectives

The third recommendation in the Gartner Digital Experience Monitoring report has to do with setting reasonable, relevant and measurable performance objectives to keep IT staff focused. The abrupt shift to remote work has increased the pressure on IT. Some research shows a doubling of service desk calls. As volume 2 of the Aternity Global Remote Work Productivity Tracker shows, there are more collaboration tools to support, as companies rely on Zoom, Teams, Skype, Webex, Slack, etc. IT must support issues having to do with home WiFi, VPN access, and laptops with insufficient resources to support sustained operation out of a docking station. To further increase the pressure, business uncertainty due to the economic downturn has put pressure on IT budgets.

In this environment, IT leaders must take extra considerations when making investment and cost reduction decisions. Analyzing the company performance internally – now vs last year, for example – is just the start. For better decision-making on investments and cost reduction, CIOs must have insight into how the digital employee experience they deliver compares to that of other companies. Watch this short video to see how Aternity helps transformation leaders benchmark employee experience in their company against the market, with the new Digital Experience Management Quadrant (DEM-Q™):

The Aternity DEM-Q enables digital transformation leaders to analyze their position on the matrix of selectable digital experience KPIs, and get insights into improvement areas with the highest potential impact.

DEM-Q, benchmarking employee experience, digital experience management quadrant
The Aternity DEM-Q provides system-generated digital experience insights that show your company’s relative strengths and weaknesses relative to the market, as measured by a variety of digital experience KPIs.

In addition, check out our on-demand webinar on The New KPIs to Manage the Remote Work Experience to see how companies are using Aternity to track important application and device performance metrics to ensure a productive remote workforce.

Start your trial of Aternity Digital Experience Monitoring today

Aternity Free TrialIf you’re ready to take action on the key points in the Gartner Digital Experience Monitoring report, register for a free trial of Aternity running in your environment. You’ll see how your organization compares to the market with the benchmarking insights from millions of end points monitored in our SaaS environment. And the free trial includes more than benchmarking. You’ll see how your Service Desk can drive down costs and improve service with AI-driven automated remediation. And you’ll get a view of employee experience for every app running in your environment – even SaaS and Shadow IT.

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