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Digital Experience Monitoring

Digital Experience Monitoring

Get consistent, high quality insights into your users’ Digital Experience and make improvements where it matters most.

Digital Experience challenges today

Measuring the experience

To create competitive advantage, most IT teams acknowledge they need to provide a better and more measurable digital experience.

Visibility blind spots

Yet when it comes to monitoring user adoption, and how applications and endpoint devices perform for employees, many find that their tools are only providing an approximate version of the truth. They also struggle to consolidate performance data into one view.

This leaves visibility blind spots, which in turn slows the diagnosis and resolution of user-impacting issues, elevates costs, degrades user satisfaction, and lowers workforce productivity.

Taking proactive action

Without the ability to see exactly what end users see, regardless of the application, device or their location, or view trend reports, service desk teams are unable to take proactive action to fix problems.

Instead, they spend hours gluing report graphs and spreadsheets together and provide a reactive IT service by default.

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A different approach

A different approach

Proactive organizations are approaching Digital Experience differently. They’re able to work alongside experts to gain the precise insights they need to monitor and manage digital experience, without the overhead of managing additional tools, or manipulating reports.

They’re also able to understand overall application and device usage so proactive steps can be taken to improve efficiencies, such as device or license re-allocations.

Our Digital Experience Monitoring services

Digital Experience Monitoring, delivered as a service by Teneo, delivers exactly this. We’ll work alongside you to ensure you get improved value from your tool investment, and have the data you need so you can make fast improvements where it matters most: for your users and their endpoint devices.

Service Value

Rapid deployment

Utilizing our years of experience, we’ll help you reduce time to value of your Digital Experience Monitoring implementation by building your strategy and executing it quickly.

Full service management

We’ll project-manage everything for you and make sure software is fully updated, maintained and available to you 24×7.

Data correlation

We’ll help you to understand productivity & license utilization by correlating three vital streams of data: user productivity, application performance, and device health & performance.

Dashboards & reporting

You’ll receive monthly reports, proactive notifications & actions in real-time, along with access to a portal dashboard so you can drill down into live issues yourself.

What We Do

Strategy

  • Hold a strategy workshop with all main stakeholders.
  • Understand your desired outcomes and KPIs.

Design

  • Design our service and implementation package.
  • Prepare our service handbook.

Transition

  • Service installation & configuration.
  • Initial installation and configuration of standard dashboards.
  • Develop application signatures and activities.

Operation

  • 24x7x365 proactive management, monitoring & alerting.
  • Monthly reporting & service improvement.
  • Assistance with KPI measurement & business case justification.

Managed Service Levels

Our Digital Experience Monitoring (DEM) service is available in four levels: Enhanced Support, DEM Essentials, DEM Service Premier, and DEM Service Plus. In addition, a Strategy & Design Package and an Implementation Package are provided at a fixed cost to all new customers.

Find out more about what’s included in each Digital Experience Monitoring service level below.

Enhanced Support

Enhanced Support is our own support service and covers system or software updates, health checks, solution advice and monthly reviews.

The full list of service elements is as follows:

ENHANCED SUPPORT SERVICES

  • 1st & 2nd line support
  • Monthly signature health checks
  • DEM client health check
  • Vendor support management concerning enhancement requests
  • Updates provided regarding DEM as they become available
  • Additional features highlighted that could further the capability of the deployment
  • Shared experiences, including enabling further dashboards, if appropriate
  • Monthly service call to ensure all enhanced support services are delivered, and any issues are recorded and remediated

Managed Service Essentials

Managed Service Essentials provides basic management of the Digital Experience Monitoring solution. The service includes license management, 24×7 system monitoring to ensure it performs signature checks, agent software health checks following updates, and alerts.

Also included are data collection monitoring, change management, solution access monitoring and SLA dashboards.

The full list of service elements is as follows:

ENHANCED SUPPORT SERVICES

  • 1st & 2nd line support
  • Monthly signature health checks
  • DEM client health check
  • Vendor support management concerning enhancement requests
  • Updates provided regarding DEM as they become available
  • Additional features highlighted that could further the capability of the deployment
  • Shared experiences, including enabling further dashboards, if appropriate
  • Monthly service call to ensure all enhanced support services are delivered, and any issues are recorded and remediated

SYSTEM HEALTH

  • Verification that the monitoring system is maintained at agreed levels and performance of Analysis Server and Agent updates
  • Agent software health check following update
  • License management to ensure that licenses are current, providing notice when expirations are nearing and planning for future growth

DATA COLLECTION REPORTING (MONTHLY)

  • Ensure health of data collection – devices are reporting properly
  • Ensure health of data collection – activity definitions are reporting properly

SOLUTION ACCESS

  • Manage monitoring system access (accounts and roles)

Managed Service Premier

Managed Service Premier delivers full Digital Experience Monitoring solution performance management, monitoring, advice, and reporting.

In addition to the features above, the following are included: custom dashboards and alert notifications, individual application health, transaction health, special request health and custom reports, and expert analysis.

The full list of service elements is as follows:

ENHANCED SUPPORT SERVICES

  • 1st & 2nd line support
  • Monthly signature health checks
  • DEM client health check
  • Vendor support management concerning enhancement requests
  • Updates provided regarding DEM as they become available
  • Additional features highlighted that could further the capability of the deployment
  • Shared experiences, including enabling further dashboards, if appropriate
  • Monthly service call to ensure all enhanced support services are delivered, and any issues are recorded and remediated

SYSTEM HEALTH

  • Verification that the monitoring system is maintained at agreed levels and performance of Analysis Server and Agent updates.
  • Agent software health check following update
  • License management to ensure that licenses are current, providing notice when expirations are nearing and planning for future growth

DATA COLLECTION REPORTING (MONTHLY)

  • Ensure health of data collection – devices are reporting properly
  • Ensure health of data collection – activity definitions are reporting properly

CHANGE MANAGEMENT

  • Add/Remove activity definitions related to an already onboarded application

SOLUTION ACCESS

  • Manage monitoring system access (accounts and roles)
  • Manage dashboard views (role-based)
  • Manage custom dashboards
  • Manage custom alert notifications

MONITORING

  • Monitor solution health
  • Monitor solution licensing
  • SLA dashboard

REPORTING

  • Individual application health
  • Individual transaction health
  • Special request health reports
  • Custom reports

EXPERT ANALYSIS

PERFORMANCE MONITORING

  • Threshold-based alerting – notification of performance degradations relating to hardware incidents

PERFORMANCE ISOLATION

  • Interpret monitoring system alerts/report/dashboards to identify and communicate tier isolation

Managed Service Plus

Managed Service Plus provides either Enhanced Support, Managed Service Essentials or Managed Service Premier with additional consulting hours from subject matter experts.

These hours can be used for example for custom signatures, troubleshooting and analysis, custom dashboards and application models, and knowledge transfer and training.

The full list of service elements is as follows:

REPORTING

  • Individual application health
  • Individual transaction health
  • Special request health reports
  • Custom reports

EXPERT ANALYSIS

PERFORMANCE MONITORING

  • Threshold-based alerting – notification of performance degradations relating to hardware incidents

PERFORMANCE ISOLATION

  • Interpret monitoring system alerts/report/dashboards to identify and communicate tier isolation
  • Communicate relevant information to the appropriate stakeholders to assist in problem resolution
  • Perform ‘commonalities analysis’ to determine what attributes contribute to a performance degradation
  • Communicate ‘possible’ other causes and caveats to the appropriate stakeholders

PERFORMANCE DIAGNOSIS

  • Interpret monitoring system alerts/reports/dashboards to create root cause hypotheses
  • Perform what-if analysis on application transformation projects
  • Perform what-if analysis on network transformation projects

ADDITIONAL OPTIONS

  • Custom signatures
  • SLA dashboards – Per site and per application

Service Outcomes

  • Validate performance after network changes, new application migrations, operating system upgrades, or a shift to remote working.
  • Identify slow servers, undersized workstations (CPU, RAM) and old software versions.
  • Track workforce productivity levels to meet your digital transformation goals.
  • Find out if the expensive software licenses you pay for monthly are actually being used.
  • Pay as you grow, only using the service licenses you need, until you’re ready to scale.
  • Always benefit from the latest service software updates, features and functionality.
  • Leverage Teneo’s expertise to fully understand Digital Experience Monitoring data, to help quickly resolve issues and get to the root cause of performance challenges.
  • Improve your Service Desk SLAs and KPIs.
  • Say goodbye to large CAPEX spends typical with high quality monitoring solutions. Instead, pay for Digital Experience Monitoring features and management work as a predictable monthly recurring cost, saving you money, time and effort in the long term.
  • Free your time up for other, higher priority things as Teneo takes management and reporting off your hands.

Advisory Services

Visibility Tools Suitability Assessment

Our Visibility Tools Suitability Assessment helps you to benchmark current visibility capabilities and identify areas for improvement to close visibility gaps.

Find out more
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Ready to talk Digital Experience Monitoring?

Ready to talk Digital Experience Monitoring?

To get started with our Digital Experience Monitoring services, simply contact us today to schedule a discussion.

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