“The increasing interest in end-user experience monitoring is not surprising. It is almost tautological to say that a user's opinion of an IT-enabled service will be a function of his or her experience of that service. Without some way to measure the quality of that experience, IT operations management groups will be in the dark regarding the most fundamental dimension of the relationship with its business customer.”

~ Will Cappelli, Research Vice President, Gartner, Inc.

What is "Real" End User Experience?

“Real” End User Experience is defined by the three primary components that dynamically interact to constantly impact how End Users experience the IT Services they consume in real-time:

• Physical & Virtual Desktop Performance – Boot profiling, CPU and memory utilization per process, error messages, non-responding processes, crashed applications, Blue Screen of Death (BSOD), etc.
• Application Performance – Latency, response time and “key-to-glass” transaction time for user workflows across the widest array of applications and environments, including HTTP(s), RIA/AJAX, Client Server, Java, .NET, XenApp/ICA, Terminal Server/RDP, VDI/RDP, etc.
• User Productivity – Application, module and function usage statistics, usage trail, and execution time/time spent, e.g. trades executed, calls closed, emails sent, invoices created, etc.

What is Frontline Performance Intelligence? 

Frontline Performance Intelligence is the result of the real-time aggregation, analysis, correlation of all the performance metrics that define and impact real end user experience. By transforming end user experience metrics into actionable business intelligence, Frontline Performance Intelligence becomes a strategic business enabler. Frontline Performance Intelligence is enabled by self-learning, statistical modeling of dynamic performance baselines, preemptive problem detection, dynamic isolation of impacted users, and automatic identification of business impact and probable cause. With Frontline Performance Intelligence, enterprises rapidly gain the agility required to address end user issues before they impact business results. 

What is User-Centric Proactive IT Management?

Industry-leading analysts have established that in 74% of the reported help desk cases, IT first learns about performance and availability problems when the users call the Help Desk. That’s because existing application performance management products are data center focused, and provide very little visibility into “real” end user experience. User-centric, proactive IT Management leverages Frontline Performance Intelligence to address this critical problem at its core. By doing so, it empowers enterprises to attain the required service levels demanded by users, while containing the costs associated with a “real-time” enterprise.