Nexthink monitors user experience, quickly solves performance problems

Any organization that has even a modest level of IT infrastructure does IT service monitoring (ITSM) to ensure that everything is operating within performance mandates codified in service level agreements (SLAs). If the IT organization is meeting its SLAs, it’s assumed that the experience the employee has interacting with this infrastructure is good. But that isn’t always the case, and the IT group might not even be aware.

For instance, an enterprise application might be working just fine for most users, but for one or a few users in particular, it could be especially slow. Unless those people call the help desk to complain, who would ever know that they are suffering? Sometimes people just accept that some aspect of IT functions poorly, and they carry on the best they can, even if it affects their productivity.

For an enterprise with 10,000 employees, an average of nearly 25,000 unreported problems that end users encounter and “live with” cost the company more than 900,000 hours in lost productivity each year. And the problem is growing worse as hybrid IT environments grow more complex.

A nascent discipline known as digital experience management (DEM) is gaining attention as the means to get back those lost productivity manhours and to reduce the burden of unnecessary trouble tickets coming into the help desk. Like ITSM, DEM involves monitoring for performance issues and putting in place “experience level agreements,” or XLAs, that define how promptly end users’ issues will be addressed.

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