Apps chasing users away
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1) The document discusses how to effectively manage digital experience through digital experience management (DEM). It highlights that using multiple disjointed tools to manage digital experience is ineffective and creates problems throughout the application lifecycle. 2) It introduces Riverbed SteelCentral as an integrated DEM solution that provides end-to-end visibility from end users and applications to networks and infrastructure to help understand and resolve issues impacting digital experience. 3) The document recommends additional resources like whitepapers and free trials to learn more about DEM and Riverbed SteelCentral DEM solutions.
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Apps chasing users away
- 1. Are your apps chasing users away? How to Deliver Superior Digital Experiences
- 2. © 2014 Riverbed Technology. All rights reserved. 2 Nik Koutsoukos Riverbed Technology VP Product Marketing, SteelCentral Dennis Drogseth EMA V.P Research, IT Megatrends, Analytics & CMDB Systems Presenters
- 3. © 2014 Riverbed Technology. All rights reserved. 3 67% Is Digital Transformation Relevant? 87% 27% of G2000 CEOs will have it at the center of their corporate strategy of companies believe that it is a competitive opportunity of executives rate digital transformation as a "matter of survival"
- 4. © 2014 Riverbed Technology. All rights reserved. 4 Managing users’ digital experience has become one of the most critical business objectives for most enterprises
- 5. © 2014 Riverbed Technology. All rights reserved. 5 * Gartner 5%of global enterprises have strategically implemented DEM technologies* Can you manage Digital Experience?
- 6. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Some Definitions: 6 © 2017, Enterprise Management Associates “User experience management” Targets internal end users “Customer experience management” Targets external consumers, including partners and suppliers as well as direct customers “Digital experience management” A unified approach to both user experience and customer experience to optimize business outcomes
- 7. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING USE CASES: Business Impact Narrowly Led for Bringing Greatest Value (But Performance Was More Prevalent) 7 © 2017 Enterprise Management Associates, Inc. 58% 57% 42% 33% 30% 23% BUSINESS IMPACT: Monitoring and optimizing IT-delivered business services based on user interactions and business outcomes PERFORMANCE: Monitoring and optimizing the effective delivery of business services to their end consumers in terms of performance and security concerns (latency, transactional efficiency) CHANGE MANAGEMENT: Validating the impacts of change, including impacts derived from the move to cloud or the introduction of new application releases into production DESIGN: Monitoring and optimizing the effective design and content of business services for their end consumers (navigation, relevance) USER PRODUCTIVITY: Monitoring and optimizing end-user interaction with business services, including the efficiency with which the service is utilized in support of business processes SERVICE USAGE: Monitoring the frequency and other usage patterns with which users (by type or group) leverage IT-delivered business services When you talk about digital experience management, which of the below do you see as bringing your organization and business the most value? Sample Size = 152, Valid Cases = 152, Total Mentions = 369
- 8. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING More Than Half Viewed Digital Experience Management as Equally Shared Between the Business and IT 8 © 2017 Enterprise Management Associates, Inc. 20% 21% 59% DIGITAL EXPERIENCE MANAGEMENT IS PRIMARILY A BUSINESS CONCERN. DIGITAL EXPERIENCE MANAGEMENT IS PRIMARILY A TECHNOLOGY CONCERN. DIGITAL EXPERIENCE MANAGEMENT IS EQUALLY A BUSINESS AND A TECHNOLOGY CONCERN. How would you complete this statement? "In our organization, digital experience management is…” Sample Size = 152
- 9. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Where Are Your Organization’s Digital Experience Metrics Instrumented? 1. Within/across the data center (37%) 2. At the end-user workstation/device (29%) 3. Application server/code (28%) 4. Support for VDI DEM (28%) 5. Network transit end-to-end internal net (28%) 6. Network transit through the SP cloud (28%) 7. At the endpoint mobile device (27%) 8. Instrumentation for containers/microservices (25%) 9. At the remote office location (24%) 9
- 10. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Transactional Reconstruction, Synthetics, Network Tracing Lead DEM Tooling 10 © 2017 Enterprise Management Associates, Inc. 43% 40% 33% 29% 29% 28% 26% 25% 21% 19% 0% END-TO-END TRANSACTIONAL RECONSTRUCTION… ACTIVE OR SYNTHETIC TRANSACTIONS NETWORK TRACE CODE INJECTION AT THE ENDPOINT PRE-DEPLOYMENT FUNCTIONAL TESTING PASSIVE OR OBSERVED TRANSACTIONS SDK INSTRUMENTATION TRANSACTIONAL REPLAY AGENT-BASED CAPTURE AT THE DESKTOP BYTE CODE INSTRUMENTATION OTHER Which of the following technologies is your organization using for digital experience monitoring? Sample Size = 134, Valid Cases = 134, Total Mentions = 393
- 11. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Where Are You LEAST EFFECTIVE in Digital, Customer and/or User Experience Management? 1. Identifying the root cause of problems (30%) 2. Communicating the business impact of IT services to the LOB (28%) 3. Capturing how often and by whom services are used (28%) 4. Understanding the performance impact of 3rd party services (e.g. cloud or CDNs) (26%) 5. Measuring true end-user satisfaction (26%) 11
- 12. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING 3 Top Recommendations: Focus on Process, Be Selective in Technology, and Prioritize for Key Applications 12 © 2017 Enterprise Management Associates, Inc. 18% 18% 18% 16% 13% 10% 7% FOCUS ON PROCESS AND COORDINATION ACROSS GROUPS WITHIN IT. BE SELECTIVE IN YOUR TECHNOLOGY INVESTMENTS. PRIORITIZE APPLICATIONS AND FOCUS ON THOSE MOST CRITICAL TO THE BUSINESS. GET BETTER EXECUTIVE BUY-IN/SUPPORT. FOCUS ON BETTER DIALOG BETWEEN IT AND THE BUSINESS. CREATE OVERLAY TEAMS TO ENABLE MORE EFFECTIVE LIFECYCLE DIGITAL EXPERIENCE MANAGEMENT. SPEND MORE TIME GETTING TO KNOW END-USER/CUSTOMER BEHAVIOR/PERSPECTIVES. Sample Size = 152
- 13. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates EMA’s Top Ten Recommendations for Going Forward 1. DEM projects should be run by senior management—ideally CIO or CEO. 2. Process and dialog are critical. 3. DEM benefits many IT silos and should address all critical portfolio applications. 4. Broad monitoring and advanced automation can deliver huge gains in efficiency. 5. DEM should address the full IT infrastructure stack. 6. Begin with a few critical use cases and build from there 7. Budget and plan appropriately. 8. Choose a DEM solution that delivers the right metrics. Don’t fall into the “technology-for-technology’s sake” trap. 9. DEM investments should be cloud-ready, and support agile and DevOps. 10. Don’t ignore DEM! 13
- 14. © 2014 Riverbed Technology. All rights reserved. 14 End User Devices WAN LAN Web-Servers App-Servers Databases ! OS failure ! Device error ! Congestion ! Configuration errors ! Broken link ! Code error Many potential causes of poor Digital Experience ! Memory Leak
- 15. © 2014 Riverbed Technology. All rights reserved. 15 Using Multiple, Disjointed Tools is Ineffective in Managing Digital Experience, and… App-ServersWAN LAN End User Devices LAN Users are complaining…but IT does not know what is causing the issue! App is unresponsive My PC is very slow Network is running slow Web-pages not loading! Network OK Infra OK Network OK Infra OK App OK Web-servers OK
- 16. © 2014 Riverbed Technology. All rights reserved. 16 …Creates Problems Throughout the App Lifecycle Improve Understand Resolve Difficulty understanding current performance levels for end users, applications, network & infrastructure. Challenge to determine underlying root cause of performance issues that impact performance. Unable to determine areas that require new development or application acceleration.
- 17. © 2014 Riverbed Technology. All rights reserved. 17 ? WHAT IS THE AGGREGATE ENVIRONMENT IMPACT ON DIGITAL EXPERIENCE? Need for Digital Experience Management End User Devices WAN LAN Web-Servers App-Servers Databases ?How is the app performance impacting the a user group? ? Database failures causing issue? ? Why is the Home Page slow? ? How is the overall network response time impacting experience? ? What is the impact of WAN optimization on experience? ? WHAT IS THE END USER EXPERIENCING ON THEIR DEVICE? SteelCentral answers ALL these questions and more!
- 18. © 2014 Riverbed Technology. All rights reserved. 18 SteelCentral: Digital Experience Insight & Agility InfrastructureApplications NetworksEU Devices Integrated Digital Experience Management App Dev/ Owner IT Ops/ NetOps Cloud Architects End User Services Business & IT Execs End-Users & Applications Networks & Infrastructure
- 19. © 2014 Riverbed Technology. All rights reserved. 19 EMA DEM Whitepaper Riverbed DEM Whitepaper DEM Free Trials DEM Solutions to Learn More about Digital Experience Management
- 20. © 2014 Riverbed Technology. All rights reserved. 20 Watch the Full Webinar Click to watch the full webinar now!
Editor's Notes
- Digital Transformation is pervasive and highly relevant Over 2 thirds of CEO of large corporations have it aa par of their main strategy The vast majority believe it can help them competitively And almost of third of executive see it as a matte of survival
- Despite the recognition of the importance of Digital Experience Management and managing DE….the vast majority of companies out there are no adequately equipped to effectively manage DEM with only 5% of companies WW having the right solution in place.
- Digital Experience Management is the superset of internal user experience management and external customer experience management—both of which are often combined as end-user-experience management or EUEM. In our research we found that the most successful IT initiatives were those devoted to digital experience management or (DEM).
- What’s critical to understand about DEM is that it is multi-faceted with strong values not only in performance management, but also in delivering business impact and business outcomes. Other areas of criticality are assessing the impacts of changes including those relevant to migrations to cloud; assessing the effectiveness of application design overall as users navigate across menus and other screens; measuring user productivity—so relevant to improving business process efficiencies; and understanding service usage as it may apply to value and cost.
- The overall message here is that DEM is, or at least should be, a shared initiative between IT and business stakeholders. In our research, those who viewed it as an evenly shared effort were also the most successful.
- This slide reflects a challenge- because effectively all of these areas of instrumentation are critical. And yet the percentages strongly indicate less than a third are typically instrumented in most IT environments.
- Here we see the tooling categories most often used to quantify the digital experience. Transactional reconstruction– typically done by tagging technologies and network-focused solutions– lead the list, with synthetics, and network-specific measurements also near the top of the list. Code injection, functional testing, and passive or “observed” transaction monitoring are commonly used as well. Looking at the wide variety of instrumentation points and tooling shown here, it is important to note that one size does NOT fit all. Each type of tool has a sweet spot use case. Applications delivered on premises, for example, can be directly instrumented via agents or other means, so transactional reconstruction may work well for these types of deployments. On the other hand, applications delivered by a public cloud SaaS provider cannot be fully instrumented. For this reason, synthetic transactions are heavily utilized for quantifying SaaS performance. Likewise, the digital experience of internal users can be quantified via agents installed at endpoint devices, while code injection is one of the few ways available to quantify the experience of external users accessing a business’s website. It’s important to keep these factors in mind as you view the adoption rates shown here. They depend as much on the types of applications being tracked as on the popularity or efficiency of a given type of tool.
- The challenges reflected here are telling because they combine traditional technical issues—such as root cause-–which clearly haven’t gone away, with issues of communication between IT and the business, understanding usage and value, measuring DEM across the extended enterprise, and getting better insight at the heart of the matter from a different perspective– understanding true end-user satisfaction. This can be especially challenging because users are not the same, and what’s satisfactory to one may not be satisfactory for another.
- Once again, this slide highlights the multi-faceted nature of DEM, in balancing process and organizational coordination with selectivity in technology investments and prioritizing which applications to target first for DEM initiatives. It also underscores the critical role of DEM by suggesting that executive buy-in is paramount for DEM success.
- EMA’s recommendations sum up the need to combine technical with process and communication issues for enabling successful DEM initiatives. But perhaps the biggest message overall is don’t run away from digital experience management! As challenging as it is, it is a cornerstone to both IT and digital transformation.
- A single issue within the digital application or service delivery can degrade the entire Digital Experience, and can affect other components of the chain, causing a cascading degradation and sub-par experience.
- How does enterprise IT deals with the complexity of managing DE? let’s consider the pitfalls of the typical management approach. Traditionally, IT deployed multiple monitoring tools to monitor each domain, one or more tools for the network, infrastructure, the application, the servers etc. In this approach you end up with dozens of disjointed tools each separately monitoring each domain, often showing no issues, while the end users still complain of poor app performance or service. The result is typically a finger pointing situation where each domain lead will claim that their respective area is not causing the issue while the problem remains unresolved. Why is this approach ineffective in managing DE? The reason is that point solutions are not designed to talk to each other and while they are adequate at monitoring one specific domain, they were never designed to look at the whole system collectively. In order to quickly identify the root cause of an issue, you need the ability to link several detected events that may not individually identify the problem but collectively point to the cause of the degraded of DE.
- Problematic Application Lifecycles – understanding, resolving, and improving Digital Experiences are hampered by a lack of visibility into root causes and current performance levels. Do you understand the current performance levels for all aspects of the digital experience – from end users to applications to network to infrastructure? Can you easily identify the underlying root cause of performance issues quickly? Do you know what areas require application acceleration, application refactoring, or new development altogether?
- Now that we examined the various different causes of poor DE, it is clear that Integrated Visibility uniquely provided by SteelCentral is CRITICAL for delivering reliable, high quality Digital Experience. Only with SteelCentral can customers answer multiple questions about the performance of each domain collectively. SteelCentral monitors the entire environment holistically and can pin point issues occurring anywhere in the chain.
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- There are a variety of Riverbed assets available to help you with your DEM strategy. Download the Riverbed DEM Whitepaper, try out Riverbed SteelCentral Aternity or SteelCentral AppInternals, read through more details on Riverbed’s DEM solutions, and read analyst whitepapers like the EMA’s “Best Practices for Successful Digital Experience Management.” Please click on any of the educational assets listed or visit: https://www.riverbed.com/solutions/digital-experience-management.html