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.
A global consulting firm saw that their SaaS-based time & expense app met SLAs only 40% of the time, then worked with the provider to improve compliance.
A consumer to consumer retailer improved their call center application performance by 34%.
A regional, multi-hosptial healthcare organization improved the performance of patient care business activities in their Cerner Millenium app by 95% by localizing poor app performance to Citrix server components.