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It’s no wonder ECM adoption is a struggle for so many organizations. According to a recent survey, 72% of organizations rely on support calls or logged incidents to find problems in their ECM system. Relying on end-users to report issues not only results in a vicious cycle of fire-fighting but also lost productivity and poor user satisfaction. This slideshare discusses: •The three (3) steps you need to take to get ahead of issues and ensure your end users are NOT doing your QA •Real-life case studies of how companies improved customer satisfaction and kept their Tier 1 applications running at optimal levels •Industry statistics that may surprise you Revealing ECM Industry Statistics: •72% of organizations rely on support calls or incidents to alert them to system problems •Systems with 1000+ users create 60-150 support tickets per month •Only 16% of organizations are able to proactively prevent performance issues for 80% or more performance incidents. •More than 74% of all business service related issues are reported by the end users. •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. The only way to move from a constant reactive state is to get proactive in the management of your ECM applications. This can be achieved in three steps (Reveille screenshots provided to show each step in action): 1. Test the ECM Platform •Verify the entire ECM infrastructure (client to application server to database) •Set thresholds for alerts •Automate resolution of common issues Net Benefits •Kiss “eyes on glass” monitoring goodbye •Accelerate problem identification & remediation •Keep applications running & revenue flowing 2. Understand the End-User Experience •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 3. Trend, Report, Communicate and Continuously Improve •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 Real-life use cases discussed, with results including: •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 •Time to resolution decreased for 30 minutes to 10 minutes •Reveille addressed resource constraint Reveille has been in business for 10+ years, providing ECM application management to
Citation preview
1
Are Your End Users Doing Your QA?
user/ReveilleSoftware
@ReveilleSoftwre
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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
4
“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/
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