Many organizations today have lost sight of what their workforce is experiencing, and of what ‘normal’ looks like from an IT performance perspective. Since the pandemic changed the way we all work, visibility of end user experience is more important than ever to help businesses maintain competitiveness and productivity.
But to successfully deliver a positive experience, IT teams must navigate the following 4 major trends that are hampering end user experience visibility in the first place:
1. Remote Working
In a recent survey by 451 Research, 67% of organizations said they plan to keep expanded work from home policies in place. But many IT teams are unable to monitor and troubleshoot critical remote worker issues, such as voice and video quality, manage application sprawl, or compare application usage and experience at home versus in the office.
Added to this, employees are still working with incompatible devices, and under-specced laptops. And they still prefer to suffer in silence than go to the effort of calling their IT issues into the Service Desk. The results are lost productivity and user dissatisfaction.
2. SaaS and Cloud Adoption
Rapid SaaS and cloud adoption is also causing organizations to lose visibility and control of the end user experience. With SaaS, there’s no data available from the underlying infrastructure, and with the cloud it’s difficult to pinpoint transactions. Therefore, many IT teams are struggling to analyze performance.
Without data insights, it’s impossible to identify patterns by users and geographies. As a result, it takes teams much longer to identify the cause when there’s a delay across business-critical SaaS applications. This leads to an unscalable and unstable digital platform and slows workforce productivity.
3. The Rapid Pace of Transformation
Changes are happening across the IT environment all the time as businesses digitally transform. Those changes often have an impact on end user experience, and they’re expected to accelerate. But without any benchmarking, IT teams won’t know where and how to make improvements.
Some of the frequent impacts seen after changes include browser crashes, lengthened boot durations, increased login times, reduced application uptime and lessened ability to adhere to SLAs. The cumulative effect could spell disaster for performance.
Change is also driving device refreshes and software upgrades, yet many teams fail to take a smart approach here. They still have many under-utilized or dormant licenses, which leads to unnecessary costs, and device age alone should not dictate the refresh cycle.
4. Service Desk Overwhelm
End user experience issues are driving up service desk support ticket volumes and monopolizing important time and resources. This is pushing up operational costs and slowing down time to resolution. Without a way to resolve end user issues proactively, this situation will worsen.
Many Service Desk teams are exploring a shift-left strategy to combat these problems. This is where the most appropriate level of IT support is delivered to the end user depending on the nature of issue. Support levels could range from incident prevention at level -1, through self-service at level 0, to service desk level 1 all the way through to the highest and most expensive level of vendor support.
As well as better end user experience, other benefits of this approach include cost reductions, faster incident resolution, and better use of technical skills and resource. But crucially, without complete visibility of end user experience, it’ll be much more challenging to implement a successful shift-left strategy.
Time For A New Approach
The traditional ways of gaining insights into end user experience no longer work. Typically, the tools and reports that IT teams have today only provide an approximate version of the truth and require hours to consolidate performance data into one view.
What’s really required is the ability to consistently see high-quality insights into your end users’ experience, in an automated way, exactly when you need them.
To stay competitive and productive today you need to:
- Have 100% visibility across the end user experience for your employees
- Introduce new technology seamlessly
- Manage and mobilize your workforce wherever they are
- Deliver these capabilities without extra management overhead
With WFA: Visible, Teneo’s End User Experience Monitoring service, you can do exactly that. You can quickly and easily manage the user experience for your employees at scale on every endpoint. Our approach to end user experience monitoring focuses on the end user and the underlying technology that supports their performance and productivity and delivers fast time to value.
Our service dashboards provide instant, actionable insight for your IT team as well as business context for your enterprise, so you can achieve your goals across productivity, performance and operational programs that support digital transformation today.
With centralized end user experience visibility, many customers have found that they’ve been able to fully justify future investments and change programs. Is it time for you to take a new approach to end user experience visibility? Get in touch with us to explore this topic further.
