The Market Guide for Digital Experience Monitoring couldn’t have come at a better time. The pandemic has thrown the digital workplace into disarray and made it much more difficult to measure user experience. This is precisely why Gartner estimates that worldwide end-user spending on DEM in 2020 will be between $600 million and $800 million, with a five-year CAGR of approximately 10%.
DEM has come to the forefront of organizations’ IT strategies for two reasons:
- Remote working is here to stay and, as a result, endpoints have become increasingly difficult to see and manage.
- Digital experience analytics are business critical to measure user satisfaction and employee productivity and to troubleshoot performance issues. In fact, Gartner predicts that, by 2025, 70% of digital business initiatives will require I&O leaders to report on the business metrics from digital experience, up from less than 15% today.
What is DEM?
DEM solutions provide visibility into the end-user experience as they interact with applications and devices and, according to Gartner, have three main capabilities:
- Real user monitoring to measure user experience from the perspective of the application
- Endpoint monitoring to provide visibility into end-user devices
- Synthetic transaction monitoring to proactively test services for performance
Being able to simulate the end user experience and have performance analytics at hand makes troubleshooting a lot easier and enables IT to optimize digital experiences.
How has the DEM space evolved?
According to Gartner, “digital experience monitoring technologies are enjoying strong demand prompted by the changes in remote work and the continued emphasis by organizations on digital transformation initiatives. In particular, organizations’ demand for endpoint and real user monitoring technologies has surged in 2020.”
As the digital workplace becomes increasingly more complex, with more endpoints located remotely and SaaS applications being the norm, being able to manage the IT infrastructure can be a challenge.
Achieving business outcomes with DEM
The power of DEM solutions is to provide deep visibility into the end-user experience by linking technology with business outcomes; for example, to measure the remote worker experience.
1E’s Tachyon Experience module is predicated on Tachyon’s single packet architecture so it can retrieve information from endpoints, even when remote, in real time to provide a live experience score based on three metrics:
- Stability: Measures how often applications, the OS or the device crash or hang. Stability has the greatest impact on the overall “Experience Score” for a device.
- Performance: Measures how much of the available resource is being consumed by the OS and application.
- Responsiveness: Measures how well a machine is responding to the end user.
These metrics are presented in an intuitive, fully customizable dashboard to create a holistic view of the end-user experience.
Troubleshooting performance issues
Key to achieving business outcomes with DEM solutions is the ability to remediate the causes of poor performance from a user perspective. That’s why Tachyon’s Experience module has a deep integration with our Tachyon Explorer module to empower IT to remediate experience issues in real time. Our deep integration with ServiceNow enables this same remediation process from the ServiceNow ITSM portal.
To learn more about 1E’s DEM solution, click here.
Gartner, Market Guide for Digital Experience Monitoring, 25 August 2020, By Federico De Silva, Charley Rich, and Josh Chessman.
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