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© 2014 Riverbed Technology. All rights reserved. 2
Nik Koutsoukos
Riverbed Technology
VP Product Marketing, SteelCentral
Dennis Drogseth
EMA
V.P Research, IT Megatrends, Analytics & CMDB Systems
Presenters
© 2014 Riverbed Technology. All rights reserved. 3
67%
Is Digital Transformation Relevant?
87% 27%
of G2000 CEOs will have it at the center of their
corporate strategy
of companies believe that it is a competitive
opportunity
of executives rate digital transformation as a "matter of survival"
© 2014 Riverbed Technology. All rights reserved. 4
Managing users’ digital experience
has become one of the most critical
business objectives for most
enterprises
© 2014 Riverbed Technology. All rights reserved. 5
* Gartner
5%of global enterprises have
strategically implemented
DEM technologies*
Can you manage Digital Experience?
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Some Definitions:
6 © 2017, Enterprise Management Associates
“User experience management”Targets internal end users
“Customer experience management”Targets external consumers, including partners and
suppliers as well as direct customers
“Digital experience management”A unified approach to both user experience and
customer experience to optimize business outcomes
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
USE CASES: Business Impact Narrowly Led for Bringing
Greatest Value (But Performance Was More Prevalent)
7 © 2017 Enterprise Management Associates, Inc.
58%
57%
42%
33%
30%
23%
BUSINESS IMPACT: Monitoring and optimizing IT-delivered business services based on userinteractions and business outcomes
PERFORMANCE: Monitoring and optimizing the effective delivery of business services to their endconsumers in terms of performance and security concerns (latency, transactional efficiency)
CHANGE MANAGEMENT: Validating the impacts of change, including impacts derived from the move tocloud or the introduction of new application releases into production
DESIGN: Monitoring and optimizing the effective design and content of business services for their endconsumers (navigation, relevance)
USER PRODUCTIVITY: Monitoring and optimizing end-user interaction with business services, includingthe efficiency with which the service is utilized in support of business processes
SERVICE USAGE: Monitoring the frequency and other usage patterns with which users (by type orgroup) leverage IT-delivered business services
When you talk about digital experience management, which of the below do you see as bringing your organization and business the most value?
Sample Size = 152, Valid Cases = 152, Total Mentions = 369
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
More Than Half Viewed Digital Experience Management as
Equally Shared Between the Business and IT
8 © 2017 Enterprise Management Associates, Inc.
20%
21%
59%
DIGITAL EXPERIENCE MANAGEMENT IS PRIMARILY A BUSINESS CONCERN.
DIGITAL EXPERIENCE MANAGEMENT IS PRIMARILY A TECHNOLOGY CONCERN.
DIGITAL EXPERIENCE MANAGEMENT IS EQUALLY A BUSINESS AND A TECHNOLOGY CONCERN.
How would you complete this statement? "In our organization, digital experience management is…”
Sample Size = 152
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates
Where Are Your Organization’s
Digital Experience Metrics Instrumented?
1. Within/across the data center (37%)
2. At the end-user workstation/device (29%)
3. Application server/code (28%)
4. Support for VDI DEM (28%)
5. Network transit end-to-end internal net (28%)
6. Network transit through the SP cloud (28%)
7. At the endpoint mobile device (27%)
8. Instrumentation for containers/microservices (25%)
9. At the remote office location (24%)
9
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Transactional Reconstruction, Synthetics,
Network Tracing Lead DEM Tooling
10 © 2017 Enterprise Management Associates, Inc.
43%
40%
33%
29%
29%
28%
26%
25%
21%
19%
0%
END-TO-END TRANSACTIONAL RECONSTRUCTION …
ACTIVE OR SYNTHETIC TRANSACTIONS
NETWORK TRACE
CODE INJECTION AT THE ENDPOINT
PRE-DEPLOYMENT FUNCTIONAL TESTING
PASSIVE OR OBSERVED TRANSACTIONS
SDK INSTRUMENTATION
TRANSACTIONAL REPLAY
AGENT-BASED CAPTURE AT THE DESKTOP
BYTE CODE INSTRUMENTATION
OTHER
Which of the following technologies is your organization usingfor digital experience monitoring?
Sample Size = 134, Valid Cases = 134, Total Mentions = 393
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates
Where Are You LEAST EFFECTIVE in Digital,
Customer and/or User Experience Management?
1. Identifying the root cause of problems (30%)
2. Communicating the business impact of IT services to the LOB (28%)
3. Capturing how often and by whom services are used (28%)
4. Understanding the performance impact of 3rd party services
(e.g. cloud or CDNs) (26%)
5. Measuring true end-user satisfaction (26%)
11
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
3 Top Recommendations: Focus on Process, Be Selective
in Technology, and Prioritize for Key Applications
12 © 2017 Enterprise Management Associates, Inc.
18%
18%
18%
16%
13%
10%
7%
FOCUS ON PROCESS AND COORDINATION ACROSS GROUPS WITHIN IT.
BE SELECTIVE IN YOUR TECHNOLOGY INVESTMENTS.
PRIORITIZE APPLICATIONS AND FOCUS ON THOSE MOST CRITICAL TO THE BUSINESS.
GET BETTER EXECUTIVE BUY-IN/SUPPORT.
FOCUS ON BETTER DIALOG BETWEEN IT AND THE BUSINESS.
CREATE OVERLAY TEAMS TO ENABLE MORE EFFECTIVE LIFECYCLE DIGITAL EXPERIENCE MANAGEMENT.
SPEND MORE TIME GETTING TO KNOW END-USER/CUSTOMER BEHAVIOR/PERSPECTIVES.
Sample Size = 152
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates
EMA’s Top Ten Recommendations for Going Forward
1. DEM projects should be run by senior management—ideally CIO or CEO.
2. Process and dialog are critical.
3. DEM benefits many IT silos and should address
all critical portfolio applications.
4. Broad monitoring and advanced
automation can deliver huge
gains in efficiency.
5. DEM should address the full
IT infrastructure stack.
6. Begin with a few critical use cases and build from there
7. Budget and plan appropriately.
8. Choose a DEM solution that delivers the right metrics. Don’t fall into the “technology-for-technology’s sake”
trap.
9. DEM investments should be
cloud-ready, and support agile
and DevOps.
10. Don’t ignore DEM!
13
© 2014 Riverbed Technology. All rights reserved. 14
End User
Devices
WAN LAN
Web-Servers App-ServersDatabases
!
OS failure
!
Device error
!
Congestion
!
Configuration
errors
!
Broken link
!
Code error
Many potential causes
of poor Digital
Experience
! Memory Leak
© 2014 Riverbed Technology. All rights reserved. 15
Using Multiple, Disjointed Tools is Ineffective in Managing Digital Experience, and…
App-ServersWAN LAN
End User
Devices LAN
Users are complaining…but IT does not
know what is causing the issue!
App is
unresponsive
My PC
is very slow
Network is
running slow
Web-pages
not loading!
Network OK
Infra OK
Network OK
Infra OK
App OK
Web-servers OK
© 2014 Riverbed Technology. All rights reserved. 16
…Creates Problems Throughout the App Lifecycle
Improve
Understand
Resolve
Difficulty understanding current
performance levels for end users,
applications, network & infrastructure.
Challenge to determine underlying root
cause of performance issues that
impact performance.
Unable to determine areas that require
new development or application
acceleration.
© 2014 Riverbed Technology. All rights reserved. 17
?WHAT IS THE AGGREGATE
ENVIRONMENT IMPACT ON
DIGITAL EXPERIENCE?
Need for Digital Experience Management
End User
Devices
WAN LAN
Web-Servers App-ServersDatabases
?How is the app
performance impacting
the a user group?
? Database failures
causing issue?
?
Why is the Home
Page slow?
?
How is the overall
network response time
impacting experience?
?
What is the impact of
WAN optimization on
experience?
?WHAT IS THE END
USER EXPERIENCING
ON THEIR DEVICE?
SteelCentral answers ALL these questions and more!
© 2014 Riverbed Technology. All rights reserved. 18
SteelCentral: Digital Experience Insight & Agility
Infrastructure Applications NetworksEU Devices
Integrated Digital Experience Management
App Dev/
OwnerIT Ops/
NetOps
Cloud
Architects
End User
Services
Business &
IT Execs
End-Users & Applications Networks & Infrastructure
© 2014 Riverbed Technology. All rights reserved. 19
EMA DEM Whitepaper
Riverbed DEM Whitepaper
DEM Free Trials DEM Solutions
to Learn More about Digital Experience Management
© 2014 Riverbed Technology. All rights reserved. 20
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