What is Real-time Digital Experience Management (DEM)?
Accelerate your digital workplace transformation with the real-time capabilities of 1E’s Real-Time DEM solution. Powered by the 1E Tachyon Platform, it’s designed to ensure that every employee has an always available, unique, and frictionless experience as they work with the applications, data, and solutions they need every day. It also empowers IT to confidently reduce mean time to remediation, proactively address problems before they arise and increase employee productivity.
How does it work?
1E equips IT with a complete issue-solving toolkit in a single platform so they can confidently:
- Monitor the end-user experience
- Remediate issues
- Prevent issues from recurring or surfacing for other users
- Empower junior IT admins and L1 to rapidly resolve issues on first call
These 4 steps comprise Real-Time Digital Experience Management. Let’s look at each in turn…
First, Tachyon Experience provides insights into the key metrics that impact user experience:
- Responsiveness: A measure of how a device is reacting to the end user’s commands, gathered using patented synthetic transaction technology
- Stability: The frequency of OS and software crashes
- Performance: A measure of device statistics, such as CPU utilization, memory, and network
- Sentiment: An aggregated measurement of users’ feelings or opinions of their device’s performance, stability and responsiveness based on user surveys
Combined, these metrics generate an experience score per device, group, or location that provides immediate insight into the current state of endpoint health.
This is where the magic happens. Tachyon Experience’s integration in the 1E Tachyon Platform enables IT admins to access the complete real-time DEM toolkit so they can drill-down into problem endpoints and perform real-time diagnostics as if they were sitting in front of one or all endpoints.
(By the way, when we say real-time, we actually mean real-time. The 1E Tachyon Platform is so lightweight it can retrieve information from endpoints in a matter of seconds with no impact to the device itself.)
The best bit about the Tachyon Platform is the 900+ instructions (our term for “automated fixes”) that are available to our customers. So, once you’ve discovered the problem you can fix it within a matter of seconds. We’re so good at this that Forrester described us as
“…. A full experience management solution for devices. 1E excels at remediating device issues, with hundreds of out-of-the-box scripts, a script builder, suggested actions, and automatic remediation natively available.”
Automated remediation is at the heart of who 1E is. Our vision is to simplify and accelerate digital experience management by democratizing the development and optimization of automated processes. That’s why we created a community platform and library of automation to encourage Tachyon users to contribute new automations to benefit the whole community.
Prevention is the next natural step, and one of the most important. Once you’ve fixed an issue, you really shouldn’t need to perform that action ever again. Guaranteed State on the 1E Tachyon Platform is one of most powerful tools in the industry as it gives IT the ability to control endpoint configuration across the entire estate. It allows you to ensure controls are monitored continually, even while devices are offline. And when a user tries to change those settings? Well, they’re reverted right back within just a few milliseconds.
Digital Experience Management is the responsibility of the entire IT organization, so everyone must be empowered to help. That’s why Tachyon was built integration-first. According to EMA:
“Tachyon’s open API architecture ensures the platform is eminently extensible and able to sustain long-term business viability.”
Tachyon embeds seamlessly into your IT environment to interact with your existing tools. One of our most important integrations is with ServiceNow ITSM, which enables L1 and L2 service desk admins to see experience issues and take action directly within ServiceNow. Equally important, we offer users the ability to drive self-service, if they choose to do so, by embedding Tachyon actions in service catalogs or virtual assistants.