Winston & Strawn found its solution in Aternity. “No other end user-experience monitoring solution we’ve seen has anything like Aternity’s dashboards,” says Plichta. “When we’re remediating issues, it’s helpful to check what a user remembers—time of problem, frequency, activities leading up to the problem—against what actually happened.”
Aternity runs on 2,300 devices—laptops, desktops, and thin clients running Citrix XenDesktop— belonging to partners, attorneys, and support staff in U.S., China, Hong Kong, Dubai, London, France, and Moscow. Although Aternity monitors the user experience of every app in the portfolio, for Winston & Strawn, the highest priority are Microsoft Office, Adobe Acrobat, iManage (document management system), and Workshare Compare (for comparing two version of a document).
Several teams use Aternity. Say an attorney calls the help desk to report slow Microsoft Outlook performance. To rule out simple issues, the Tier-1 support engineer checks Aternity to see the most recent reboot and application update, and Windows crashes by device model, host name, or date. If the application hasn’t been rebooted recently or is out of date, the engineer can often resolve the issue on the spot.
If the issue persists, the Tier-2 support team dives in deeper. “Typically we start by checking for crash frequency and the amount of abnormal application activity,” Plichta says. “Then we review user actions that lead up to crashes to narrow down the root cause.”
If a third-party application is slow or crashing, the engineering team reviews Aternity reports about crash rates and exception codes to identify faulty drivers or start vendor conversations. Application teams look to Aternity for performance data, the version installed on each desktop, and usage reports for license purchasing.