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End-User Experience as a Driver of Business Performance

Posted on 10.12.2016

The increasing complexity of distributed infrastructure and the greater reliance on third parties is causing many within IT operations to lose visibility into their critical systems.

As a result, as it stands today some 80 percent of IT operations leaders say end-user experience is very important or critical to delivering business outcomes.


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These findings, from a study conducted by analyst and consulting firm Enterprise Management Associates (EMA) and sponsored by Catchpoint Systems, also show EUM (55 percent) and browser monitoring (40 percent) as the top choices on respondents’ wish list of investments in application management products.

The  IT leaders surveyed also expressed a need for more extensive monitoring capabilities, including:

  • 69 percent said that application monitoring must map to where users are located;
  • 70 percent cited the importance of detailed testing analysis of distributed internet infrastructure (e.g., CDNs, DNS, and third-party hosts);
  • 77 percent reported that monitoring SLA adherence for subscribed IT services is vital.

“The high-growth companies in this study are increasing their investments in IT and prioritizing EUM solutions because they see the end-user experience as an essential driver of business performance, and because they need better problem solving capabilities to navigate an increasingly complex environment,” said EMA senior analyst Julie Craig.

“As enterprises rely more acutely on the digital experience to deliver a competitive advantage, it will get more executive-level focus and more investment to elevate visibility and decision making to the C-suite.”

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