Oct 19, 2020 Shaun Cassells

Applying the 4 pillars of Modern Management to Digital Experience Management

IT budgets are set to increase in 2021 and will be directed at initiatives to improve employees’ digital experiences. To succeed, IT organizations should base their approach to DEM on the 4 pillars of Modern Management…
Modern Management Monday

Almost 65% of respondents of the CCS Insight Survey expect to increase their 2021 IT spending, while just 14% said their IT budgets are in decline. What are businesses investing in for the next 12 months? Security, cloud and remote collaboration technology come out as the top 3.

IT investment priorities for the next 12 months

Source: CCS Insight Connect – View (ccsinsight.com)

The underlying context of all these investments is to improve employee experience and engagement in a Work From Anywhere Enterprise. A report in The Economist finds that the more engaged employees are in their work, the more likely they are to be productive, self-starting, and innovative. Yet, 85% of workers feel disengaged by poor business processes. For example, 68% of workers toggle between apps up to 10 times per hour—which is equivalent to one month per year—causing 38% of them to lose their train of thought.

The digital experience of employees needs to be illuminated and improved to eradicate poor business processes, particularly for remote workers. But the challenge is that legacy IT solutions aren’t up to this task.

Dealing with this new workplace dynamic requires Digital Experience Management (DEM) solutions that are governed by the 4 pillars of Modern Management.

1. Proactive insights

Telemetry is big data for IT that is invariably scattered about in CMDBs, SIEMs, Data Lakes, etc. DEM platforms act as a single repository of telemetry to provide a single source of truth. The collection of this contextual data in one place provides the ability to make informed, proactive decisions.

Acting on timely and accurate data is easy with tools like 1E Tachyon. You’re no longer limited to aggregation solutions running exclusively on a time-based schedule. Instead, you question the source, provide the data seamlessly to CMDBs like ServiceNow, utilize all of your change management, and effect change.

That’s the first pillar at its core: Go from being reactive (drive exclusively by incidents) to proactive based on real-time and accurate data.

2. Intelligent Security, Built In

Security in modern business usually means an unreasonable proliferation of security agents, leading to slower, less responsive endpoints. It should come as no surprise that more than half of remote employees are suffering from slow-running corporate devices. There’s simply little resource left once the security agents become active, but IT often don’t know this is happening.

Tachyon Experience provides insight into the responsiveness impact (not just CPU, RAM, Disk, and crashes) of everything—including security agents—on employees’ device so IT can proactively tune their environment.

Responsiveness leverages synthetic micro-transactions that execute periodically on the endpoint. Rather than measuring CPU percentage utilization (an example Performance metric), it measures the amount of time taken to create a process. “Responsiveness” metrics are things that end users do during the course of using their machines and things that they’ll likely notice if they slow down a lot.

The successful and timely operation of Windows and Windows applications is key to a positive user experience on a device. Knowledge of declining responsiveness feeds proactive insights without compromising the organization’s security posture.

The second pillar is simple: Leverage built-in, intelligent security tools and continuously monitor their impact on endpoints.

3. Always Up to Date

Working From Anywhere has created a whole slew of compelling events and business moments, but consider these imperatives for IT:

  • They need to delight employees
  • Foisted change will not be embraced; employees need to buy into change
  • Maintaining user productivity requires a shift in how often IT interruptions occur and how the business treats them

Staying up to date requires telemetry from the device to know the actual state of the environment, knowledge of the actual business processes driven per device, user sentiment to know if the business process is working, and real-time bespoke change.

The order is different than omnipresent legacy IT—centralized global change and control with exceptions.

Tachyon Sentiment help IT know when employees feel dissatisfied with the IT processes, environment, and resolutions. Employees are requested to score a service, with the scores then being rationalized to create a holistic sentiment score per device, location or user group.

Staying up to date is easy when you maintain constant communication with employees and enact changes that work for them.

The third pillar: Prioritize delighting the user and then verifying that update process with context-driven user feedback.

4. Easy to Deploy and Manage

Traditional integration projects invariably take longer than anticipated, are more complex, and usually suffer a chasm between the business needs and what the solution provides.

Modern solutions utilize open standards, are quickly extensible, and rely on published REST API (Swagger) for low or no-code integrations. Embracing these modern solutions leads to digital innovation and new market solutions.

1E’s Tachyon was built integration-first, which means it easily assimilates into your existing IT environment. Our deep integration with the biggest IT vendors, such as Microsoft and ServiceNow, rapidly reduces the time to value with our solutions. Indeed, our integrations led ServiceNow to bestow upon us the 2020 App Development Platform Partner Award for providing Built on NOW integrations.

The fourth pillar: Leverage integration-first tools to reduce time to value and create cohesion in your IT environment.

The pillars of Modern Management lead to the digital workplace governed by Employee Experience. It’s not good enough to have data. You need real-time, proactive, secure, easily integrated solutions that engage your employees and delight your consumers.

To learn more about how to Work From Anywhere and the future of the employee experience, join us for the Work From Anywhere Enterprise Conference on 17 and 18 November.

Please fill out the form below to schedule a live demo of our solutions.