Monitoring end user experience is aboslutely in the scope of IT's role. This simple means that IT is monitoring the performance of a system (i.e. SQL database) or service (i.e. email) from the end user perspective and not just from the server perspective. What they're saying is that traditional methods of monitoring (i.e. CPU load) don't give IT the complete picture that they need to ensure the performance of systems and services that they run.

I think that you are just misunderstanding what they mean by end user experience - this isn't a subjective measurement, end user experience monitoring gives IT concrete measurements of how a system or service is performing by creating synthetic transactions again a ecom site, for example, or by simulating the process of checking email, making a VoIP call, etc. This is very useful stuff.