Are your apps chasing users away?

How to Deliver Superior Digital Experiences

© 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

© 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"

© 2014 Riverbed Technology. All rights reserved. 4

Managing users’ digital experience

has become one of the most critical

business objectives for most

enterprises

© 2014 Riverbed Technology. All rights reserved. 5

* Gartner

5%of global enterprises have

strategically implemented

DEM technologies*

Can you manage Digital Experience?

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

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 userinteractions and business outcomes

PERFORMANCE: Monitoring and optimizing the effective delivery of business services to their endconsumers in terms of performance and security concerns (latency, transactional efficiency)

CHANGE MANAGEMENT: Validating the impacts of change, including impacts derived from the move tocloud or the introduction of new application releases into production

DESIGN: Monitoring and optimizing the effective design and content of business services for their endconsumers (navigation, relevance)

USER PRODUCTIVITY: Monitoring and optimizing end-user interaction with business services, includingthe 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 orgroup) 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

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

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

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 usingfor digital experience monitoring?

Sample Size = 134, Valid Cases = 134, Total Mentions = 393

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

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

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

© 2014 Riverbed Technology. All rights reserved. 14

End User

Devices

WAN LAN

Web-Servers App-ServersDatabases

!

OS failure

!

Device error

!

Congestion

!

Configuration

errors

!

Broken link

!

Code error

Many potential causes

of poor Digital

Experience

! Memory Leak

© 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

© 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.

© 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-ServersDatabases

?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!

© 2014 Riverbed Technology. All rights reserved. 18

SteelCentral: Digital Experience Insight & Agility

Infrastructure Applications NetworksEU Devices

Integrated Digital Experience Management

App Dev/

OwnerIT Ops/

NetOps

Cloud

Architects

End User

Services

Business &

IT Execs

End-Users & Applications Networks & Infrastructure

© 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

© 2014 Riverbed Technology. All rights reserved. 20

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