Proactive End-User Experience Monitoring of Enterprise IT Services
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(1)Overview: An introductory-level presentation with speaker notes focusing on the challenges of IT services user experience monitoring and analysis with proactive alignment to business goals. Its main parts consist of user experience definitions, the differences between user and system measurements of service quality, common metering techniques used by the companies at present time and their high and low points, real-world metering examples, as well as dwelling into strategic analysis pitfalls and opportunities. The paper offers the reader with non-technical background the basic real-world examples of IT service scenarios and how end-user experience can be measured in simple-to-comprehend terms. In addition to graphical examples, it provides a detailed focus of three major types of user experience evaluation practiced by most service providers and companies: platform KPI monitoring, actual user experience measurements and synthetic user transactions. Special attention is given to metrics quality, specifically how to tell the difference between high- and low-quality metrics, what is the best mix of KPIs to be monitored and what should business professionals consider before service delivery process is started and during its execution. The paper concludes with a set of key points decision makers should consider in order to minimize the chances of reactive business operation to effectively achieve long-run proactive alignment of technological challenges to corporate objectives.
