The ROI of Digital Experience Monitoring, Part 1: Multiple Use Cases
Gartner created Digital Experience Monitoring as a category when they recommended incorporating social sentiment and non-human agents (think Internet of Things) into End User Experience Monitoring (EUEM). Despite the enhanced profile, the question remains. What’s the payback for an investment in these tools? A recent TechValidate survey of SteelCentral Aternity customers provides excellent insight into the ROI of Digital Experience Monitoring.
In this series of blogs, we’ll share the survey results and connect the findings to customer challenges and our competitive advantages. These survey results provide the foundation for calculating the payback of an investment in Digital Experience Monitoring. This first topic reviews what customers tell us about the benefits of the expansive set of use cases SteelCentral Aternity addresses.
Customer survey data on operational benefits
In February 2019, we asked SteelCentral Aternity customers about the operational benefits they’re achieving. The graph below shows the data from all respondents.
Of course, End User Services teams, such as Help Desk, Service Desk, and Desktop Support represent key user groups for Aternity. So, the top three operational benefits are no surprise, since they are associated with incident and problem resolution. In subsequent blogs, we’ll dig deeper into the survey results that help quantify the ROI of Digital Experience Monitoring in these specific areas.
Slicing this data by geography shows some notable differences. When compared to North American respondents, European respondents are more likely to cite speeding up incident resolution time (75% vs 59%) and improving end user device performance (53% vs 45%).
Analyzing the responses by company size shows other differences. With fewer monitoring tools and smaller, less fragmented IT teams, small to medium enterprises score higher percentages on every use case than do large enterprises.
Get out of the silo to raise your ROI!
Many factors affect the differences in responses, including the person’s role and their experience using Aternity. When it comes to the impact on ROI, the key driver is not the relative prevalence of use cases around incident and problem resolution. What stands out in the survey data is the prevalence of two key use cases that deliver benefits outside of the End User Services teams. No matter what slice of data you look at, around 40% of respondents use Aternity to validate the impact of IT change and to improve application performance.
The significant response rate for these two operational benefits shows the power of Aternity in driving the ROI of Digital Experience Monitoring. The broad range of use cases Aternity addresses is one of the key differentiation points relative to Device Performance Monitoring (DPM) vendors. Unlike narrowly focused DPM vendors who focus primarily on Desktop Services use cases, Aternity also addresses a broader range of use cases for other teams in IT and the business.
The ROI of Digital Experience Monitoring for application teams
Application teams use Aternity to optimize the performance of their apps, hold SaaS vendors accountable to SLAs based on what users see, monitor the performance of mobile apps, and to identify whether poor device performance is affecting app performance.
Relying on multiple, dis-jointed monitoring tools only makes it harder to ensure excellent digital experience for your customers and workforce. Unlike stand-alone DPM vendors, Riverbed has unified EUEM and Application Performance Monitoring (APM). With Riverbed, IT can monitor the end user experience of ALL of the business critical applications on which a user relies. Riverbed proactively notifies app teams of slow response problems. Then it shows the response time contributed by client device, network, and back end server. App teams can then drill down with a single click to investigate specific application transactions to isolate and resolve the problem. Watch this short video to see Riverbed unified EUEM and APM in action:
Using Aternity to deliver ROI for IT and business executives
IT and business leaders invest millions in IT projects to transform their businesses. Obviously, they need to know whether their investments are paying off. Without actually measuring the impact of these IT changes on end user experience, IT and business leaders can only guess whether or not they’re achieving their goals. Customers use Aternity to validate the impact of IT change. Not just for device and OS changes, as Device Performance Monitoring vendors are able to do. But also for application changes, whether strategic, like migrations to cloud and mobile apps, or tactical, like routine app upgrades. These teams use Aternity to validate the impact of infrastructure changes, such as data center consolidation or WAN acceleration. This video shows how:
Get a faster payback by addressing a broader set of use cases
So, what’s the driver of ROI for Digital Experience Monitoring? Unlike Device Performance Monitoring products, Aternity is not a stand-alone product narrowly focused on End User Services teams. When our customers invest in Aternity, they get all of the traditional DPM use cases along with these other use cases that apply outside of End User Services teams. Our most successful customers, such as Maersk, leverage Aternity for these other strategic use cases that deliver exceptional benefit to the company.
Tell us what YOU think, and get started today!
I’d love to hear from you! What’s your experience in quantifying the ROI of Digital Experience Monitoring? How do you explain the differences in response data by geography and company size shown above? In the next blog, we’ll look at survey results around the reduction in trouble ticket volume.
In the meantime, you can get started today by registering for instant access to Aternity running in our cloud environment to explore all of its use cases.