Study: End-user experience critical to optimal decision-making
Digital infrastructures are growing more complex, and taking a toll on decision-making.
Eighty percent (80%) of IT operations leaders reported that end-user experience monitoring (EUM) is very important or critical to delivering business outcomes. However, as distributed infrastructures grow in complexity, it is becoming more difficult to provide information needed to make business decisions, according to a study by analyst and consulting firm Enterprise Management Associates (EMA).
The report revealed that 65% of companies are struggling with the increasing level of IT complexity — an issue that is straining support resources, adding expenses, and hampering application problem-solving enterprise-wide.
For example, the most common way respondents discover performance or availability problems is thorough manual processes — typically end-users calling help desks directly or triggering support tickets. This process makes it difficult to solve problems before end-users are impacted.
To change the tide, EUM (55%) and browser monitoring (40%) are the top choices on respondents’ investment wish list when it comes to application management products. Once armed with these solutions, there is still work to be done to streamline visibility. For example, 69% said that application monitoring must map to where users are located; and 70% would focus on detailed testing analysis of their distributed Internet infrastructure.
“The high-growth companies in this study are increasing their investments in IT and prioritizing EUM solutions,” said EMA senior analyst Julie Craig.
“The end-user experience is an essential driver of business performance, and they need better problem solving capabilities to navigate an increasingly complex environment,” Craig said. “As enterprises rely more acutely on the digital experience to deliver a competitive advantage, it will get more executive-level focus and more investment to elevate visibility and decision making to the C-suite.”