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User, Customer and Digital Experience: Where Service and Business Performance Come Together

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Check out these slides - based on the webinar featuring Dennis Drogseth, VP of research at leading IT analyst firm Enterprise Management Associates (EMA), and Julie Craig, research director at EMA, to get insights into customer-experience management, internal user experience management and broad-based initiatives for digital experience management.

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User, Customer and Digital Experience: Where Service and Business Performance Come Together

  1. 1. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING User, Customer and Digital Experience: Where Service and Business Performance Come Together Dennis Drogseth Vice President, EMA Julie Craig Research Director, EMA
  2. 2. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2014 Enterprise Management Associates, Inc. Today’s Speakers 2 Dennis Drogseth, Vice President, EMA Dennis joined Enterprise Management Associates in 1998 and currently manages the New Hampshire office. Dennis brings several years of experience in various aspects of marketing and business planning for service management solutions. He supports EMA through leadership in IT Service Management (ITSM), CMDB systems, as well as megatrends like advanced operations analytics, cross-domain automation systems, IT-to-business alignment, and service-centric financial optimization. Dennis also works over several practice areas to promote dialogue across critical areas of technology and market interdependencies. Julie Craig – Research Director, EMA Julie has over 20 years of experience in software engineering, IT infrastructure engineering, and enterprise management. At EMA, Julie’s focus areas include DevOps, application performance and availability management, Application Discovery and Dependency Mapping, software development, and software as a service.
  3. 3. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2014 Enterprise Management Associates, Inc. Logistics for Today’s Webinar 3 An archived version of the event recording will be available at www.enterprisemanagement.com • Log questions in the chat panel located on the lower left-hand corner of your screen • Questions will be addressed during the Q&A session of the event QUESTIONS EVENT RECORDING
  4. 4. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2014 Enterprise Management Associates, Inc. Sponsors 4
  5. 5. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING User, Customer and Digital Experience: Where Service and Business Performance Come Together Dennis Drogseth Vice President, EMA Julie Craig Research Director, EMA
  6. 6. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Demographic Highlights • Roles and Titles – 20% were director-level and above with 12% CIOs or CTOs – 25% were non-IT business roles including CEO/COO, CFO; Corporate Line of Business Vice President and Managers; Customer Success Director; and Customer Experience Director • For the first time ever in its research, EMA included “time in IT,” as a consideration. – Forty percent (40%) of respondents had fewer than 10 years of experience in IT, and 25% had more than 16 years 6
  7. 7. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Demographic Highlights -2- • Top Verticals: – High-tech software manufacturing, – Manufacturing overall – Technology managed service providers – Finance – Retail • Target focus was North America • Balanced distribution between 250-500 (10%) employees and 20,000+ employees (20%) 7
  8. 8. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Most Respondents Were “Extremely Involved” in Some Aspect of Digital Experience Management 8 © 2017 Enterprise Management Associates, Inc. 64% 31% 5% 0% EXTREMELY INVOLVED - IT'S MY MAIN FOCUS VERY INVOLVED - IT'S ABOUT 50% OF WHAT I DO INVOLVED - IT'S ONE OF SEVERAL KEY AREAS OF FOCUS SLIGHTLY INVOLVED - IT'S AN OCCASIONALAREA OF INTEREST AND FOCUS How involved are you with the planning, management, and optimization (from either an IT or a business perspective) of digital experience management? Sample Size = 152
  9. 9. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Strategic Priorities
  10. 10. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Some Definitions: • 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 10
  11. 11. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Digital Experience Led Dramatically in Prioritized Focus 11 © 2017 Enterprise Management Associates, Inc. 57% 20% 23% DIGITAL EXPERIENCE MANAGEMENT USER EXPERIENCE MANAGEMENT CUSTOMER EXPERIENCE MANAGEMENT On which of the following is your company most focused? Sample Size = 152
  12. 12. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING USE CASES: Business Impact Narrowly Led for Bringing Greatest Value (But Performance Was More Prevalent) 12 © 2017 Enterprise Management Associates, Inc. 58% 57% 42% 33% 30% 23% BUSINESS IMPACT: MONITORING AND OPTIMIZING IT-DELIVERED BUSINESS SERVICES BASED ON USER INTERACTIONS AND BUSINESS OUTCOMES PERFORMANCE: MONITORING AND OPTIMIZING THE EFFECTIVE DELIVERY OF BUSINESS SERVICES TO THEIR END CONSUMERS IN TERMS OF PERFORMANCE AND SECURITY CONCERNS (LATENCY, TRANSACTIONAL EFFICIENCY) CHANGE MANAGEMENT/DEVOPS: VALIDATING THE IMPACTS OF CHANGE, INCLUDING IMPACTS DERIVED FROM THE MOVE TO CLOUD OR THE INTRODUCTION OF NEW APPLICATION RELEASES INTO PRODUCTION DESIGN: MONITORING AND OPTIMIZING THE EFFECTIVE DESIGN AND CONTENT OF BUSINESS SERVICES FOR THEIR END CONSUMERS (NAVIGATION, RELEVANCE) USER ERROR/PRODUCTIVITY: MONITORING AND OPTIMIZING END-USER INTERACTION WITH BUSINESS SERVICES, INCLUDING THE 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 OR GROUP) 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
  13. 13. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates TOP DRIVERS: for Digital, Customer and User Experience Management 1. IT Operational Efficiency (62%) 2. Better Application Performance (40%) 3. Employee Productivity (37%) 4. Business Competitiveness-–Revenue (34%) 5. Business Process Optimization (34%) 6. Application Design (27%) 7. Optimizing Cloud (27%) 8. IT Service Management Efficiencies (27%) 13
  14. 14. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Where Has Digital Experience Management Become More Important/Relevant? 1. IT Portfolio Planning (37%) 2. Application Performance Management (37%) 3. In Support of Agile Initiatives (34%) 4. In Support of Business Development and Customer Management ( 30%) 5. In Support of the Move to Cloud (30%) 14 IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING
  15. 15. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING More Than Half Viewed Digital Experience Management as Equally Shared Between the Business and IT 15 © 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
  16. 16. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Role and Organization
  17. 17. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Executive IT Was Most Likely to Track DEM Followed by a Digital Experience Management Team 17 © 2017 Enterprise Management Associates, Inc. 51% 30% 28% 26% 24% 24% 23% 23% 22% 21% 20% 18% 18% 18% 18% 18% 15% 11% 1% EXECUTIVE IT DIGITAL EXPERIENCE MANAGEMENT TEAM PROCESS MANAGEMENT AND COMPLIANCE NETWORK OPERATIONS DESKTOP SUPPORT LINE OF BUSINESS ORGANIZATION SYSTEMS/DATA CENTER APPLICATIONS SUPPORT/MANAGEMENT CUSTOMER EXPERIENCE MANAGEMENT DEDICATED AGILE/DEVOPS TEAM E-COMMERCE, E-BUSINESS APPLICATION DEVELOPMENT DEDICATED CLOUD MANAGEMENT TEAM CENTER OF EXCELLENCE CROSS-DOMAIN SERVICE MANAGEMENT TEAM HELP DESK OR END-USER SUPPORT VOICE/VIDEO/UC SUPPORT Q/A TEST OTHER When considering your specific IT/business environment, which organizations/groups track digital experience management within your business? Sample Size = 152, Valid Cases = 152, Total Mentions = 622
  18. 18. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Perspectives on Team Roles • What’s becoming more important for DEM in the future? – Operations more likely to see DEM as more important for application performance management, and more critical for the move to cloud. – Business and internal IT planning –more likely to see as a greater concern for the LOB and internal business professionals, and a greater concern for business development and customer management. – IT-to-Business Planning more likely to see as more interest in DevOps and strongly interested in getting users up to speed on new application services. – ITSM most likely to see DEM as more important for IT portfolio planning. – Development top priority was application performance management, but was least likely to see DEM as more important for DevOps of all groups (perhaps because was already central to them there and underway). 18
  19. 19. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Slightly More Than Half Have a Dedicated Digital Experience Management Team 19 © 2017 Enterprise Management Associates, Inc. 52% 48% YES NO Do you have a separate organization or organizations dedicated to digital experience management? Sample Size = 152
  20. 20. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Those Having a Dedicated Team Were Much More Likely to Be Effective 20 © 2017 Enterprise Management Associates, Inc. 69% 31% 44% 56% 29% 71% YES NO Do you have a separate organization or organizations dedicated to digital experience management? by success2a: In terms of overall success, how effective are your digital experience management efforts from a service performance perspective? Extremely effective Effective All other Sample Size = 152
  21. 21. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING And The Executive Suite Is Most Likely to Drive That Team 21 © 2017 Enterprise Management Associates, Inc. 15% 11% 58% 6% 3% 3% 1% 3% 0% OPERATIONS DEVELOPMENT IT EXECUTIVE SUITE APPLICATIONS SUPPORT/MANAGEMENT A SINGLE OVERLAY CROSS-DOMAIN SERVICE MANAGEMENT TEAM MULTIPLE OVERLAY CROSS-DOMAIN SERVICE MANAGEMENT TEAMS LINE OF BUSINESS BUSINESS DEVELOPMENT/CUSTOMER MANAGEMENT OTHER Which organization is the primary owner of digital experience management? Sample Size = 79
  22. 22. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Other Organizational Highlights • In IT, the CIO is most likely to provide executive leadership for digital/customer/user experience management initiatives (29%) – But among non-IT executives, the VP of marketing or digital enterprise services was most likely to lead (47%) • Cross-functional teams were – Most likely to play a larger role specifically for in-house developed apps (39%) – More likely to play a larger role overall (36%) – Not significantly change (16%) – (Only 3% didn’t have any cross-functional teams) 22
  23. 23. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING When Operations Works Together With the Service Desk, the Results Are Strongly Positive 23 © 2017 Enterprise Management Associates, Inc. 95% 5% 92% 8% 58% 42% YES NO Does Operations work together with your Service Desk in tracking and monitoring digital experience management? by success: In terms of overall success, how effective are your digital experience management efforts from a service performance perspective? Extremely effective Effective All other Sample Size = 152
  24. 24. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates How Does Operations Work with ITSM Teams for Digital, Customer and User Experience Management? 1. To help in diagnostics in response to complaints (45%) 2. Sharing relevant analytics for optimizing DEM (43%) 3. ITSM workflows provide cross-domain support and governance (43%) 4. A shared interest/dialog regarding application usage and relevance (40%) 5. Leveraging ITSM knowledgebase for tracked incidents (37%) 24
  25. 25. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Applications, Cloud, and Service Delivery
  26. 26. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING 85% Say Cloud is Making Digital Experience Management More Important 26 © 2017 Enterprise Management Associates, Inc. 85% 10% 5% CLOUD TECHNOLOGY IS MAKING DIGITAL EXPERIENCE MANAGEMENT MORE IMPORTANT TO OUR ORGANIZATION. CLOUD TECHNOLOGY IS MAKING DIGITAL EXPERIENCE MANAGEMENT LESS IMPORTANT TO OUR ORGANIZATION. CLOUD TECHNOLOGY IS NOT AFFECTING THE IMPORTANCE OF DIGITAL EXPERIENCE MANAGEMENT. Which statement best reflects how cloud technology is impacting how your organization views the importance of digital experience management? Sample Size = 152
  27. 27. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING SaaS-delivered Applications “Most Critical” DEM Focus, Native Mobile a Distant Second 27 © 2017 Enterprise Management Associates, Inc. 24% 14% 13% 13% 10% 9% 8% 4% 2% 1% EXTERNAL CLOUD SAAS MOBILE-NATIVE APPLICATIONS VIRTUALAPPLICATIONS (APPLICATIONS RUNNING ON THE VIRTUAL INFRASTRUCTURE) VIRTUAL DESKTOP (VDI) ENVIRONMENTS DISTRIBUTED CLIENT/SERVER APPLICATIONS WEB AND WEB 2.0 APPLICATIONS MICROSERVICES SOAAND/OR CONTAINER-BASED SERVICES CONTAINERS OTHER MOBILE APPLICATIONS From an applications perspective, which area is most critical to your organizations focus for digital experience in the next 12 months? Sample Size = 134
  28. 28. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Sample Size = 203 47% 43% 42% 42% 37% 35% 33% 33% 28% 28% 19% WEB APPLICATIONS (EXTERNAL E-BUSINESS, E-COMMERCE) WEB APPLICATIONS (INTERNAL) CUSTOM-DEVELOPED APPLICATIONS IT SERVICES DELIVERED TO CLIENT ORGANIZATIONS (EXTERNAL TO YOUR COMPANY) INDUSTRY SPECIFIC APPLICATIONS (MANUFACTURING, MEDICAL, ETC.) PACKAGED INTERNAL PRODUCTIVITY/BUSINESS APPLICATIONS (CRM, ERP, SAP, SIEBEL, FINANCIAL, HRIS, KM, ETC.) ADVANCED WEB APPLICATIONS (WEB 2.0) VOIP/TELEPHONY/VIDEOCONFERENCING APPLICATIONS USING NON-HTTP CLIENTS, LIKE APPLETS, FORMS, ETC. RICH MEDIA/MEDIA STREAMING/VIDEO ON DEMAND SOA What business or IT services is your company most concerned with in terms of the quality of user experience? Web, Custom Apps Top Business-focused DEM Concerns
  29. 29. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Internet Performance Seen as Key Performance- Related Delivery Factor 29 © 2017 Enterprise Management Associates, Inc. 51% 33% 14% 1% 0% HIGHEST PRIORITY. POOR INTERNET PERFORMANCE CAN SEVERELY IMPACT REVENUE GENERATION. IMPORTANT BUT NOT CRITICAL TO REVENUE GENERATION MODERATELY IMPORTANT BUT NOT OUR HIGHEST PRIORITY SOMEWHAT IMPORTANT NOT AT ALL IMPORTANT How important is Internet performance supporting your critical applications to your company's bottom line revenue? Sample Size = 134
  30. 30. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Applications and DEM Additional Observations on DEM and Applications 30 Companies rating DEM efforts (from a service performance perspective) as “extremely effective” • Also invested more heavily in tracking API-connected apps Takeaway: API performance is an important element of DEM that can’t be overlooked
  31. 31. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Agile Practices and DevOps
  32. 32. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING On Average, Nearly 40% of Production Applications are “Custom”, Developed In-House 32 © 2017 Enterprise Management Associates, Inc. 2% 7% 18% 28% 18% 14% 14% 0-9% 10-19% 20-29% 30-39% 40-49% 50-59% 60% OR MORE What percent of your applications are in-house developed? Sample Size = 152
  33. 33. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Overlay Teams Play a Critical Role in DEM 33 © 2017 Enterprise Management Associates, Inc. 24% 24% 30% 22% 1% DEVELOPMENT LEADS IN MANAGING DEM FOR IN-HOUSE- DEVELOPED APPLICATIONS. OPERATIONS LEADS IN MANAGING DEM FOR IN-HOUSE- DEVELOPED APPLICATIONS. AN OVERLAY TEAM MADE UP OF DEVELOPMENT, APPLICATIONS, AND OPERATIONS PROFESSIONALS LEADS IN MANAGING DEM FOR IN-HOUSE-DEVELOPED APPLICATIONS. MULTIPLE OVERLAY TEAMS LEAD IN MANAGING DEM FOR IN- HOUSE-DEVELOPED APPLICATIONS. OTHER Sample Size = 152
  34. 34. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING34 © 2017 Enterprise Management Associates, Inc. Sharing DEM insights between Dev and IT Critical for DEM Effectiveness and IT Operational Efficiencies 46% 45% 43% 42% 41% 35% 34% 30% 1% APPLICATION DESIGN AND FEATURES ARE INFORMED BY DIGITAL EXPERIENCE MANAGEMENT DATA ANALYTICS TARGETING DIGITAL EXPERIENCE MANAGEMENT ARE APPLIED PRIOR TO DEPLOYMENT FOCUS GROUP FEEDBACK ON END-USER EXPERIENCE FUNCTIONAL TESTING BASED ON DIGITAL EXPERIENCE MANAGEMENT SPECIFICATIONS REAL USER/BETA TESTING FOR END-USER EXPERIENCE LAB TESTING FOR END-USER EXPERIENCE UNIQUE TOOLSETS ACQUIRED THROUGH THE CLOUD SDKS TARGETING DIGITAL EXPERIENCE MANAGEMENT REQUIREMENTS OTHER How does Development participate in working with other IT professionals in monitoring and supporting digital experience management? Sample Size = 134, Valid Cases = 134, Total Mentions = 423
  35. 35. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Tools and Technology Adoption and Instrumentation
  36. 36. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING More Than 90% “Actively Using” or “In The Process Of Deploying” DEM Solutions 36 © 2017 Enterprise Management Associates, Inc. 70% 22% 7% 0% WE ARE ACTIVELY USING ONE OR MORE DIGITAL EXPERIENCE MANAGEMENT SOLUTIONS. WE ARE CURRENTLY IN THE PROCESS OF IMPLEMENTING/DEPLOYING A DIGITAL EXPERIENCE MANAGEMENT SOLUTION. WE HAVE A COMMITTED STRATEGY TO SUPPORT DIGITAL EXPERIENCE MANAGEMENT BUT HAVE NOT YET SELECTED A SOLUTION. WE DO NOT YET HAVE SPECIFIC PLANS FOR ADOPTING A DIGITAL EXPERIENCE MANAGEMENT SOLUTION. Which of the following best describes the current status of your company's and/or IT department's use of digital experience management in optimizing service quality for business impact? Sample Size = 152
  37. 37. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Data Centers, Workstations Most Common Instrumentation Points 37 © 2017 Enterprise Management Associates, Inc. 37% 29% 28% 28% 28% 28% 28% 27% 25% 24% 22% 21% 1% WITHIN/ACROSS THE DATA CENTER AT THE END-USER WORKSTATION/DEVICE APPLICATION SERVER/CODE SUPPORT FOR VDI DIGITAL EXPERIENCE NETWORK TRANSIT END-TO-END - INTERNAL NETWORK NETWORK TRANSIT END-TO-END THROUGH THE SP CLOUD INSTRUMENTED VIA OUTSIDE SERVICE AT THE ENDPOINT MOBILE DEVICE INSTRUMENTATION FOR CONTAINERS/MICROSERVICES AT THE REMOTE OFFICE/LOCATION AT EACH APPLICATION TIER FOR TIERED APPLICATIONS NETWORK TRANSIT BY SEGMENT OTHER Where are your organization's digital experience metrics instrumented? Sample Size = 134, Valid Cases = 134, Total Mentions = 434
  38. 38. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Transactional Reconstruction, Synthetics, Network Tracing Lead DEM Tooling 38 © 2017 Enterprise Management Associates, Inc. 43% 40% 33% 29% 29% 28% 26% 25% 21% 19% 0% END-TO-END TRANSACTIONAL… 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 using for digital experience monitoring? Sample Size = 134, Valid Cases = 134, Total Mentions = 393
  39. 39. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING 88% View “Advanced IT Analytics” as Extremely or Very Important 39 © 2017 Enterprise Management Associates, Inc. 49% 39% 10% 1% 1% EXTREMELY IMPORTANT VERY IMPORTANT IMPORTANT SOMEWHAT IMPORTANT NOT IMPORTANT How important do you believe advanced IT analytics (or IT operations analytics) will be in supporting your digital experience management efforts going forward? Sample Size = 152
  40. 40. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Additional Perspectives on Tools/Technology Priorities • Additional Observations on DEM Technology Priorities – Automation – 88% believe “advanced levels of automation” (workflow or IT process/runbook automation) will be “extremely” or “very” important for DEM efforts going forward. – Reporting – Top reporting targets for DEM metrics include public cloud services (40%), requirements management, etc. for service providers (39%), and reports supporting third-party metrics from partners, suppliers, and supply-chain dependencies (37%). 40
  41. 41. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Metrics
  42. 42. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Top Technical Metrics (What Are you Measuring Today?) 1. Level of security, risk, data integrity (37%) 2. Response time per transaction (36%) 3. Availability (32%) 4. Response time per application (30%) 5. Response time for multiple transactions to complete a business service (30%) 6. General browser responsiveness (26%) 7. Navigability of applications (26%) 42
  43. 43. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Top Business Metrics 1. Cost-related SLAs (with service providers or external partners) (34%) 2. Business activity metrics (BAM) (33%) 3. Revenue-specific metrics (31%) 4. Business process impact metrics (31%) 5. Service desk operational efficiencies (30%) 6. Metrics to show end-user application preferences (28%) 7. Industry-compliance-related metrics (26%) 43
  44. 44. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Top SaaS-Provider Supported Metrics Were App Response Time and Transaction Response– average respondent had 3.83 options 44 © 2017 Enterprise Management Associates, Inc. 49% 38% 37% 35% 28% 28% 27% 27% 27% 27% 21% 0% 0% RESPONSE TIME PER APPLICATION RESPONSE TIME PER TRANSACTION LEVEL OF SECURITY, RISK, DATA INTEGRITY UTILIZATION TIME SPENT ON INTERNET SESSION QUALITY (E.G., VOICE/VIDEO MOS) RESPONSE TIME FOR MULTIPLE TRANSACTIONS TO… TIME SPENT ON WAN GENERAL BROWSER RESPONSIVENESS MOBILE BROWSER RESPONSIVENESS (MOBILE) DROPPED TRANSACTIONS OTHER DON'T KNOW Which technical metrics is your SaaS provider applying to digital experience management? Sample Size = 89, Valid Cases = 89, Total Mentions = 342
  45. 45. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Challenges, Success Rates, and Advice
  46. 46. 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%) 46
  47. 47. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Executive IT is Most Bullish About Success, Non-IT Least Bullish (Especially LOB Executives) 47 © 2017 Enterprise Management Associates, Inc. 27% 27% 47% 19% 17% 64% 38% 12% 50% 0% 10% 20% 30% 40% 50% 60% 70% NON-IT CIO/CISO/ IT VP/ DIRECTOR ALL OTHER Which of the following best describes your role in the organization? By: In terms of overall success, how effective are your digital experience management efforts from a service performance perspective? Extremely effective Effective All other Sample Size = 152
  48. 48. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates More Perspectives on Effectiveness/Success – Very Effective Strongly correlates with those who saw their IT budget increase 50% or more. – Executive IT as Driver is Also Most Likely to be Very Effective • And when CIO and CEO lead in oversight – Very Effective most strongly correlates with those organizations that key on business impact, end user productivity, and service usage as delivering the greatest value. – Those who view advanced analytics and advanced automation as “extremely important” are more likely to be very effective than other groups. – Development and Business and internal IT planning generally see their organization as least effective in all three cases. • Significantly, 38% of business and internal IT planning saw their organization as only “somewhat effective” in DEM for customer and non-internal DEM. 48
  49. 49. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING 3 Top Recommendations: Focus on Process, Be Selective in Technology, and Prioritize for Key Applications 49 © 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
  50. 50. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING Conclusions: Summary
  51. 51. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/Summary: Strategic Priorities • Application performance management leads in what most were actively doing. But Business impact edges out performance in terms of delivering the most value. • The four prime drivers for DEM are: – IT operational efficiency – Better app performance – Better user productivity – Business competitiveness—revenue; tied with business process efficiency 51
  52. 52. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/Summary: Strategic Priorities and Organization Organization: • DEM is primarily a shared concern between IT and the business • Executive IT leads overall in tracking and driving DEM • Slightly more than half of respondents have a team dedicated to DEM • 36% see X-functional teams a larger role overall, 39% primarily for in-house; only 3% see a decline in value • 88% of respondents show operations actively working with the service desk in support of DEM 52
  53. 53. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/Summary: Applications and Cloud Applications and Cloud • SaaS-delivered apps most critical DEM focus in near term • 85% see cloud as making DEM more important – 80% are concerned with applications over internal or external cloud • Internet performance “highest” or “important” priority to 84% – About 50% of apps, on average, are dependent on the Internet 53
  54. 54. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/Summary: Technology Technology: • 90% “actively using” or “in the process of deploying” DEM solutions • End-to-end transactional reconstruction and synthetic transactions lead for the most widely adopted technologies • Data Centers, workstations most common DEM instrumentation points • 88% see advanced analytics and advanced automation as “extremely important” 54
  55. 55. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/Summary: Metrics/ Challenges and Advice • Technical metrics: Level of security/risk and response time per transaction virtually tied for first place – followed by availability • Business metrics: SLAs for SPs led – followed by business activity management (BAM), revenue and business process management (BPM) impacts • Top three challenges for DEM: – Root cause – Communicating business impact of IT services to LOB/ tied with capturing how often and by whom services are used – 3rd party services e.g. CDNs; tied measuring true end user satisfaction • Top 3 areas for advice were all tied in first place: – Focus on process and coordination across groups – Be selective in technology – Prioritize for key applications 55
  56. 56. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Conclusions/ Summary: Success/Effectiveness • When contrasting “Very Effective” with “Somewhat Effective” some clear differences emerged. Among the key factors for improved effectiveness were: – A dedicated team for DEM or EUEM – Executive IT leadership – Operations working actively with the service desk for DEM – A higher percentage of applications developed in-house – Prioritizing advanced analytics and advanced automation 56
  57. 57. IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING© 2017, Enterprise Management Associates Questions? 57 Keep updated on EMA research webinars: www.enterprisemanagement.com/freeResearch

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