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Are Your End Users Doing Your QA?
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2 2 “Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
72% of organizations rely on support calls
or incidents to alert them to system problems
3
Systems with
1000+ users create
60-150 support tickets
per month
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
End Users Find Issues First
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“More than 74% of all business service related issues are reported
by the end users.” - Forrester
“End-to-end visibility into application performance is 89%
more likely to prevent incidents where IT is not aware of the
problem, prior to end-user complaint.” – TRAC
“Only 16% of organizations are able to proactively prevent
performance issues for 80% or more performance incidents.” - TRAC
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Reactive Proactive
5
Stop End-User QA in 3 Steps
Test the Platform
Understand the User
Experience
Trend, report, communicate
& improve
• Verify the entire ECM infrastructure (client to application server to database)
• Set thresholds for alerts
• Automate resolution of common issues
7
Test the Platform 1
Net Benefits
• Kiss “eyes on glass” monitoring goodbye
• Accelerate problem identification & remediation
• Keep applications running & revenue flowing
Testing Key Components & Processes
8
Testing Key Components & Processes
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“Reveille allowed us to reallocate 2 FTE’s to higher priority tasks and
reduced manual overhead by 70 hours per week.”
Global Insurer | Reveille for EMC Captiva
SITUATION
• High number of help desk calls
• Reactive mode with no capture-specific visibility
• Existing, numerous infrastructure management solutions
Global
Insurer
11
“Reveille allowed us to reallocate 2 FTE’s to higher priority tasks and
reduced manual overhead by 70 hours per week.”
Global Insurer | Reveille for EMC Captiva
RESULTS
• Reduced trouble tickets by over 50%
• Proactively identified issues prior to end-user discovery/impact
• Eliminated upgrade bottlenecks with KPIs
• Reallocated 2 FTE’s to higher priority work
Global
Insurer
12
Understand the User
Experience 2 • Don’t just rely on tests; measure real end user experience
• Quantify what “slow” means
• Set thresholds for internal alerts
Net Benefits
• Understand usage volumes for capacity planning
• Reduce time recreating issues
• Decrease user complaints
End-User Experience Dashboard
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End-User Experience Dashboard
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Life Sciences | Reveille for EMC Documentum
SITUATION
• Reliant on Documentum to process/access regulated documents
• Enterprise monitoring tool didn’t provide needed Documentum-specific insight
• Alerted to application “slowness” by end-users; ~30 minutes to identify issues
• Did not have enough resources to truly manage Documentum
International
Pharmaceutical
Co.
Life Sciences | Reveille for EMC Documentum
RESULTS
• Proactive alerts enable company to fix issues before end-user impact
• ~Time to resolution decreased for 30 minutes to 10 minutes
• Reveille addressed resource constraint by providing 24/7 management of Documentum
International
Pharmaceutical
Co.
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Trend,
Report,
Communicate
& Improve 3 • Identify and track key performance
metrics
• Evaluate KPI trends over time
• Provide detailed reports to ECM team and roll-up reports to LOB and other stakeholders
Net Benefits
• Take the fire hat off and provide strategic recommendations
• Reduce the burden on your application support team; focus on higher value priorities
• Boost team morale with success
Scorecard Views of KPI’s
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Scorecard Views of KPI’s
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Scorecard Views of KPI’s
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October 2010
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Engineering & Construction | Reveille for IBM FileNet P8
SITUATION
• Lacked visibility into who was doing what with project documents
• Current monitoring solution very manual process
• Lacked quantitative usage measurements of high-investment, business critical applications and systems
• Highly regulated environment
Global
Engineering &
Construction
Co.
Professional Services | Reveille for IBM FileNet P8
RESULTS
• Deep insight into end-user transactions helps with root cause analysis
• Proactive alerts help them catch issues in their infrastructure early; before business impact
Global
Engineering &
Construction
Co.
Use management information to
eliminate future problems and
war room meetings
Prevent End-User QA in 3 Steps
Test the Platform
Understand the User
Experience
Trend, report, communicate
& improve
Leverage testing to ensure your
system is available and performing as
you expect
Manage end user experience
– understand what “slow”
means
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Beyond a Happy End User; Meet Business Priorities
Top Technologies For Your BT Agenda, Forrester Research, Inc., July 29, 2014.
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Who is Reveille Software?
Provider of application management for ECM
for 10+ years to 400+ organizations
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EMC® Documentum®
EMC® InfoArchive
EMC xCP and xCP-based applications
EMC® Document Sciences® xPression
IBM® FileNet® P8
IBM® Content Manager®
IBM® Datacap
Kofax®
Microsoft® SharePoint®
Key Partnerships
Solutions For Meet Our Customers
IBM Business
Partner
Thank You Take a Product Tour:
http://reveillesoftware.com/product-tour/
26
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