Experience monitoring boosts IT systems productivity

How do IT leaders really know if enterprise software is being used effectively? Some experts think rather than tapping into traditional systems management solutions, the answer lies in a relatively new class of software. “Systems management tools ensure that systems and the network infrastructure are up and running, but what they are missing are measurements of the end user's actual exper...

11/01/2007


How do IT leaders really know if enterprise software is being used effectively? Some experts think rather than tapping into traditional systems management solutions, the answer lies in a relatively new class of software.

“Systems management tools ensure that systems and the network infrastructure are up and running, but what they are missing are measurements of the end user's actual experience,” says Lori Wizdo, VP of marketing with Knoa Software , a vendor of IT end-user experience-monitoring solutions. Knoa's solution uses passive agent technology that sits on each user PC and collects dimensions of the end-user experience for ERP, CRM, and trade promotion management systems.



"We focus not only on the experience received by the user, but also the performance achieved."

Lori Wizdo, VP marketing, Knoa Software

“We focus not only on [the user experience], but also on the performance achieved: how well users are executing an application, whether they are making errors by entering incorrect information into fields, or executing things in the wrong order,” explains Wizdo.

User-experience metrics may be used by IT staff to augment other systems-monitoring data, but also are commonly used by application engineering and training specialists to study ways to fine-tune user interfaces and screen sequences.

Cambridge, Mass.-based Forrester Research pegs the IT end-user experience management market to grow 20 percent this year, from $115 million in 2006 to $138 million in 2007. Currently there is no dominant vendor in this market, though bigger systems management vendors such as Hewlett-Packard and CA have made acquisitions in the space. For now, numerous small vendors continue to grow as they deliver diverse technology, including desktop versus server-based products, and passive-agent versus active-agent approaches.

Dallas-based Kimberly-Clark used Knoa's solution to pinpoint frequent errors stemming from complexity in the values on a drop-down menu. Rather than changing the software, users were given laminated cards that explained the values—a simple training aid that improved performance by 25 percent.





No comments
The Engineers' Choice Awards highlight some of the best new control, instrumentation and automation products as chosen by...
The System Integrator Giants program lists the top 100 system integrators among companies listed in CFE Media's Global System Integrator Database.
The Engineering Leaders Under 40 program identifies and gives recognition to young engineers who...
This eGuide illustrates solutions, applications and benefits of machine vision systems.
Learn how to increase device reliability in harsh environments and decrease unplanned system downtime.
This eGuide contains a series of articles and videos that considers theoretical and practical; immediate needs and a look into the future.
Big Data and IIoT value; Monitoring Big Data; Robotics safety standards and programming; Learning about PID
Motor specification guidelines; Understanding multivariable control; Improving a safety instrumented system; 2017 Engineers' Choice Award Winners
Selecting the best controller from several viewpoints; System integrator advice for the IIoT; TSN and real-time Ethernet; Questions to ask when selecting a VFD; Action items for an aging PLC/DCS
This digital report will explore several aspects of how IIoT will transform manufacturing in the coming years.
Motion control advances and solutions can help with machine control, automated control on assembly lines, integration of robotics and automation, and machine safety.
This article collection contains several articles on the Industrial Internet of Things (IIoT) and how it is transforming manufacturing.

Find and connect with the most suitable service provider for your unique application. Start searching the Global System Integrator Database Now!

Future of oil and gas projects; Reservoir models; The importance of SCADA to oil and gas
Big Data and bigger solutions; Tablet technologies; SCADA developments
SCADA at the junction, Managing risk through maintenance, Moving at the speed of data
Automation Engineer; Wood Group
System Integrator; Cross Integrated Systems Group
Jose S. Vasquez, Jr.
Fire & Life Safety Engineer; Technip USA Inc.
click me