End-user "experience" is somewhat subjective. It's really out-of-scope for an IT department to directly manage this. The most accurate statement provided was related to user performance measurement before and after implementation of SOA, or some form of acceleration device.
This activity though takes us into a realm of measurement where finance, payroll, procurement, and other office functions will be measured similarly to manufacturing operations... "jobs per minute".
It's not IT's function to measure monitor that (yet), but it is IT's function to incorporate changes requested by user leadership to enhance the "jobs per minute" capability.
I'm very protective of what people relate to IT, and this sort of functional scope creep is an area that CIOs should be mindful of, but lets keep the responsibility where it should be... with the functional departments who manage their departments user's activities.
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end user experience
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.
end user experience
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.
Take it Further for Success
As Beth Schultz points out in ’10 Ways to get Blazin’ Apps’ [www.networkworld.com/slideshows/2008/061608-blazin-apps.html] “More often than not, you can trace performance degradation to a variety of causes at many different infrastructure layers – server, application, database, desktop, middleware and so on”. Responsiveness is often a leading indicator of an impending availability problem. For example, database lock problems typically fit this pattern. The separation between availability and health is, to some extent, a purely semantic one. You should go beyond end-user experience monitoring and consider the convergence of systems and security management with APM in order to prioritize problem response and reduce troubleshooting time. Unified reporting can also put you in a better position to guarantee SLAs by demonstrating the impact of changes, either in a positive or negative direction, driving continuous improvement focused on the end user experience, but founded in the infrastructure and application components that comprise any IT service.
Application Performance Management
Great article!
Here is another application performance management article I found interesting:
Application Performance Management
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