SLAs based on infrastructure availability or network latency metrics don’t really ensure applications support your business. An XLA (Experience Level Agreement) is a better approach. But improving service with an XLA requires visibility into the end user's actual experience of ALL of the applications on which they depend.
Measure what matters to the business.
Document compliance to business targets.
Numerous factors affect IT performance.
Monitor users’ interactions with applications in the context of a business workflow, to set thresholds for the time required to look up a patient record, execute a trade, etc.
Establish targets for acceptable performance for business processes and get alerts when they’re violated.
Isolate the source of delay to client device, network, or back-end, for EVERY app in the portfolio, to quickly escalate the ticket to right group.
Resolve app issues quickly with 1-click drill-down into the application back-end for every transaction.