A better way forward with Teneo
The firm was focused on IT improvement and wanted to restore faith in the service they provide. To do so, they needed to know what users were talking about, understand their problems, troubleshoot, identify root cause, and make proactive resolutions.
Prior to the Director of Architecture and Desktop Services joining, the firm had already taken steps to improve performance. Working with Teneo, they’d carried out a Proof of Concept (POC) for End User Experience Monitoring (EUEM) in 2018. At the time, the firm didn’t have the resources to give the project time or justification.
In fact, the objective at that stage had been to see if their WAN Optimization solution would deliver any benefit to NetDocs, which was performing slowly on a VPN line.
They’d wanted to identify the root cause of the performance problem, between the endpoint, the network, and the cloud. This prompted the Director of Architecture and Desktop Services to expand the previous use case. He decided to embark on a new and revitalized project that would focus on achieving deep visibility, starting from the endpoint. In tandem, the firm also ensured that an IT support team was available to handle out-of-office calls to increase user satisfaction, and set about ‘making IT whole again’.
The Director of Architecture and Desktop Services explained, “Finding the root cause of our issues was all-encompassing: was it the endpoint, the cloud, the network? Without deep insight, it was difficult to understand where performance issues were arising. We needed complete visibility, as deep as we could get.”
Turning to Teneo’s End User Experience Monitoring service, the firm worked in partnership with Teneo to create the new use case. The solution enabled the firm to gain the precise insights needed to monitor and manage their end users’ experience with a service package that includes 5 hours of professional service time per month.
The Director of Architecture and Desktop Services recalls, “During this process, we got a great deal of support from Teneo. From regular cadence to knowledge transfer. 90% of what we needed was out of the box; the other small percentage was custom-built, where we created specific dashboards. For example, we analyzed and compared old and new laptops and assessed their thermal characteristics, finding that they were extremely inefficient. The benefit for us was the right mix of technology within reach. We know we can push the EUEM platform quite far out of the box should we need to.