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Unifying Application Performance Monitoring for Service Desk and DevOps Teams

Mike Marks
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In a digital world, every app matters, every user matters, and every transaction matters. Your Service Desk and DevOps teams are on the front lines of digital transformation. They’re under pressure to develop and roll out new apps and services to delight your customers. And they support customers and employees when apps don’t work as expected. To meet their needs, with the latest release of SteelCentral, Riverbed is reinventing application performance monitoring (APM) for the digital era. To see why, watch this short video.

Quantifying the business impact of user experience

As the graphic below shows, user experience directly impacts a company’s financial metrics, in both positive and negative ways. On the bright side, a Wharton study shows that companies which focus on designing IT services to deliver excellent user experience have stock prices that outperform the S&P 500 Index.

application performance monitoring, APM, end user experience monitoring, EUEM, digital experience monitoring

On the other hand, a white paper from Glance, a provider of omni-channel engagement solutions, shows the painful impact of an unresolved negative customer experience. Deliver one of these negative experiences, and you’ll have to make up for it with 12 positive experiences. And the other data points in the graphic show the negative impact on market share, workforce productivity, and customer retention.

No one intentionally develops apps to deliver poor user experiences. But companies have a long way to go before they monitor all their apps to make sure that doesn’t happen. According to Gartner’s 2018 Magic Quadrant for Application Performance Monitoring enterprises use APM on only 5% of business critical applications. Why so low? Gartner says that cost and complexity are two of the drivers.

Unified Application Performance Monitoring for Service Desk and DevOps teams

The latest release of SteelCentral unifies end user experience monitoring and application performance monitoring to address these issues. SteelCentral SaaS provides unified licensing, which enables companies to monitor either end user devices or back-end application components. This release also provides new levels of scale and data quality and AI-powered big data business analytics. These capabilities enable your Service Desk and DevOps teams to better address the challenges of digital transformation.

Watch this video to see how SteelCentral addresses key use cases for these teams

Additional resources for Service Desk teams

As shown in the video, Service Desk teams must proactively identify and resolve problems with any type of app, used on any device. Both for consumers and the workforce. On Demand Webinar: 5 Ways to Improve Your Most Important Service Desk KPIsSteelCentral Aternity End User Experience Monitoring enables Service Desk teams to monitor the actual performance of any local, web, cloud or SaaS-delivered app, as it renders on the screen of any physical, virtual, or mobile device.

Whether you’re an enterprise or a service provider, using Aternity enables you to improve your primary Service Desk KPIs, such as cost per ticket and first contact resolution. And the Aternity integration with ServiceNow, the market-leading ITSM solution, enables you to proactively identify and resolve problems and reduce Mean Time to Repair. Check out this on-demand webinar on Service Desk Best Practices to see the product in action.

 

Additional resources for DevOps teams

Interacting with Apps, application performance monitoring, mobile APM, application performance managementIf you’re a DevOps practitioner, your job is to optimize the performance of your app and quickly resolve issues. To do that effectively, you need the ability to trace EVERY transaction, including all of the associated meta-data, down to deep layers of the call stack. Analyzing billions of transactions a day requires AI powered big data analytics in order to isolate and resolve even intermittent issues. With SteelCentral AppInternals Application Performance Monitoring, you get an APM product that doesn’t trade-off data quality for scale.

Read this white paper to learn more about Riverbed’s Big Data approach to Application Performance Monitoring. Even better, watch our on-demand  deep dive webinar on Big Data and AI.

 

Deep Dive on User-Centric APM, Big Data and AI

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