DEM | End-User Observability

DEM | End User Observability

USER

Understand precisely how your users are engaging with your IT estate and cloud services – are things fast and efficient or are the support tickets piling up – or do you not know?

End User Observability will reveal the truth.

Whether your users are working on-site, or remotely, our service will capture the information required to visualise performance, end user experience, and stability.

Identify the worst performing IT elements and prioritise which to address for the greatest improvements
Track End User Experience regardless of where they’re working from
Monitor any improvements being made across the IT estate.

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Identify and remediate the problem Before a ticket is even submitted.

How much of your IT team’s work is fixing performance issues, and how much isn’t?

Regardless of the severity of the problem, if a user is struggling with an application or a device, they’ll quickly let you know.
With End User Observability, you can quickly and proactively identify and fix IT issues, sometimes before a user even spots the problem.

Organisations that implement end-user experience monitoring (EUEM) can improve their overall user satisfaction by up to 25%

– 2023 Gartner^®

Top 3 Benefits of End User Observability?

Validation of
IT Changes

Validate the effect of routine IT changes on user experience, application performance or device stability.

Reduce Mean-time to Resolution

Use automation to Remediate common place user issues and reduce mean time to resolve and ease IT Service Desk burden.

Mitigate Productivity Loss

De-risk digital transformation with objective measurement of IT change and mitigate any productivity loss for end users.

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Understand your users’ digital performance

Understand users’ digital performance in a ‘work from anywhere’ environment to
proactively manage and investigate issues.

Use Automation to Reduce Mean-time to Resolution

Remediate commonplace user issues through automation to reduce mean time to resolve and ease IT Service Desk burden

Supercharge Productivity

De-risk digital transformation with objective measurement of IT change and mitigate any productivity loss for end users.

Track End User Experience

Track end user experience to validate the effect of initiatives or internal improvements, and baseline against industry sector averages.

“It’s refreshing to talk to a business who take the time to understand the needs of our organisation. They just seem to ask the right questions to deliver the solutions without fuss. The suggested improvements they provided will be instrumental in helping us enhance our cybersecurity practice – highly recommended.“

Jamie Graham – Head of Cyber SecurityDigital Health & Care Wales

“What Net Consulting provides us with is a baseline for where we are now. We can achieve our longer-term objectives with this robust foundation of information. It’s key to success, and that’s why we collaborate with companies like Net Consulting to build trust and deliver our outputs.”

Clint Chambers – Department HeadMinistry of Defence

“Unless you’re prepared to run a 24/7 security operation in-house, headed up by a team of seriously skilled people, you’re never going to match what BlueArmour ATD offers.”

Capital Law LLP

“We needed to understand whether our applications could operate from a shared services datacentre. Net Consulting were able to give us the answers”

Head of ITSheffield Hallam University

“NCL were responsive and agile, advising on emerging issues, communicating complex subject matters to a wide user audience, all while fulfilling the brief of technical advisor and critical friend. They effectively steered us through to our strategic milestones.”

Andrew Lycett – Director of FinanceSocial Care Wales

Integrate to Floodlight

NCL’s Digital Operations Centre combines NOC and SOC into one. Immediate response and clarity.

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Your Secure Service Delivery Partner

UK Soveriegn – Global – Specialists

A long track record, being comfortable in the uncomfortable.

We’ve built a solid reputation for delivering benefit driven capabilities, across public and private sectors.

Our hands on experience, was earned in the most challenging IT environments, globally.

Best of breed, as standard.

We continually invest, and test, best of breed technologies to underpin our services portfolio.

We then hire the best to deliver them to you.

Success built on values, ethics and transparency.

Our award-winning services are delivered by a group of people who share our way of thinking.

We will never compromise on our values, and we’re commitment to honesty and transparency in every engagement.

Measure the success of an IT change, End-User Observability will lift the veil.

With End-User Observability in your arsenal, you can now really understand how your colleagues interact with your company’s IT estate.

Get to grips with Common user issues to quickly put a thorough radiation plan in place

Understand where frustration snags and bottlenecks occur and remove them.

Improve overall company productivity as you remove barriers and make crucial systems run like clockwork.

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FAQ

What’s the difference between DEM and EUEM

Essentially there’s no difference, end user experience monitoring (EUEM) is also known as digital experience monitoring DEM. At NCL, we like to use DEM, as it acknowledges the huge scope covered by this practice, scope that extends beyond just the user. That said, regardless of which term you use, DEM / EMEM is quickly becoming essential to IT Operations teams. While approaches vary, typical capabilities include information on response time, latency, and availability, as well as conventional data such as processor and memory consumption, storage performance, and running processes. Some include details on physical or virtual remote devices. Overall, the goal of end user experience monitoring is to help Service Desk, End User Services, and IT Ops, Applications, and End User Services teams identify potential user problem areas quickly, preferably before users even notice.

Is DEM really that important?

As enterprises adopt a constant and growing stream of new business-critical applications delivered via cloud or on premises, IT teams must keep pace, to ensure quality of service and workforce productivity – this is much easier said than done without the right tools and support in place – End User Observability is that tool

What sort of end user monitoring can this service provide?

The service can provide a whole host of end-user experience data, but here are some examples of common use-cases:
End User Activity – Information needed for quick diagnosis, device resources and metrics
Opening cached email in MS Outlook – User activity, screen render time, network transaction tracing, device resources and metrics
Saving record in web application – User activity, Screen render time, Network transaction tracing, Web request and response pairs, Device resources and metrics
Opening record in SaaS application – User activity, Screen render time, Network transaction tracing, Device resources and metrics
Opening screen on mobile workforce application – User activity, Screen render time, Network transaction tracing, Web page response time, if mobile web application