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Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
Contents
Knoa Software is leading the performance management industry with end user experience monitoring solutions that reach beyond infrastructure and application performance to the monitor, measure and manage how end users are utilizing the application to optimize business process execution.
3 Executive Summary Why End User Performance Management is needed to optimize Siebel CRM apps 5 ROI Isnt Real Until Its Realized The ROI impact of issues with adoption and efficient and effective use 6 Traditional Performance Management Approaches Arent Enough Monitoring system and application health is no longer enough for service of business apps 7 Overview of Knoa Experience and Performance Manager A review of the architecture and functionality of Knoa EPM 9 Knoa EPM Use Cases Knoa EPM delivers results to the entire application team. This section details use case examples compiled from Knoas customer base 14 You Can Manage What You Measure The impact that real end user experience and performance metrics can have on the application management team 15 Could You Benefit From Knoa EPM? Four questions to help you evaluate the potential value of Knoa EPM for your Siebel deployment
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
Executive Summary
CRM solutions, like Siebel, automate complex business processes where high levels of application performance are crucial. Yet many frustrated execs find that despite the small fortune they have spent on products to manage servers, networks and applications, the business constituencies still complain about the performance, usability and availability of the Siebel CRM application. What is often overlooked is that application performance is just one of three key drivers of return on investment (ROI) from your Siebel application. An efficient infrastructure is critical. Its important to optimize the Siebel application for your own unique business environment, user needs and usage patterns. But, its all for naught if you do not build and sustain adoption and efficient and effective use of the Siebel application by your end users. How can you tell how if your Siebel solution performs for each person who uses it? How can you identify which users have difficulty executing which transactions? What does it mean when your end users say the system is slow? How can you pinpoint the actual issues with the real data you need to take corrective action? Knoa can give you the answers. Enterprises with mission critical Siebel deployments do not have accurate measurements of adoption, efficient use, and effective use of the application by the end users. Without these measurements, companies are unable to identify and resolve critical issues that impact the users ability to optimize business process execution. The result is significantly reduced ROI, and significantly increased cost of application support. Knoa Software is leading the performance management industry with end user experience management solutions that reach beyond infrastructure and application performance to monitor, measure and manage how end users are utilizing the application. Knoa customers not only know if core enterprise applications are delivering an acceptable user experience, but also, if application users are executing key processes effectively and efficiently the key to achieving business value and ROI.
An end user performance management package from Knoa Software is capturing the CIOs attention for its ability to boost worker productivity and optimize application performance. Knoas Experience and Performance Manage-ment suite lets IT departments measure response times, distinguish between system and user error and monitor work flows all in real time
Brian Gillooly Optimize IT
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
For all the investment in application management solutions, nearly two-thirds of companies (66 percent) rely upon help desk calls as the main indicator that end users are experiencing response time and/or availability problems. Forrester Consulting
Knoa Experience and Performance Manager (EPM) monitors enterprise applications from the perspective of the end user to capture the actual end user experience. Knoa EPM captures transaction response times as well as ecosystem and application errors along with a time-synchronized workflow from all users, at all locations, at all times, across the entire application. This information is used for alerting and proactive remediation of end user issues (whether they are system errors, user errors or performance problems). Knoa EPM also analyzes and aggregates information to provide actionable insight into process compliance, training requirements, adoption issues and a number of other management dimensions. Knoa EPM provides a complete picture of end user experience by focusing on both the experience the end user receives from the application and the performance the end user achieves working with the application. You can think of Knoa EPM as the third leg to the performance management stool infrastructure, applications, and now, end user metrics. Think about it! The infrastructure is monitored and measured and optimized; application execution across that infrastructure is monitored and measured. In a recent study conducted by Forrester Consulting an overwhelming 87 percent of IT executives either strongly agreed (50%) or agreed (37%) that the best way to manage the service of business critical applications is by measuring performance at the end user level and rapidly resolving significant performance problems. Clearly, theres a need for a change. In fact, the Forrester Consulting report found that change is imminent. Sixty seven percent of the surveyed organizations are either much more focused (27%) or more focused (40%) on the end user experience than they were two years earlier.
Forrester concluded that best practices companies are intent on collecting metrics on the end user experience.
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
One Version of the Truth. Knoa EPM gives the enterprise real metrics for adoption, efficient and effective use of the application. With end user metrics, companies are able to identify and resolve critical issues that impact the users ability to effectively execute, and hamper ROI realization.
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
The monitoring capabilities of traditional performance management products provide a significant amount of insight about application health (e.g. transactions that are failing; aggregate transaction response times, application availability). Knoa EPM extends performance management to a whole new level by monitoring and managing the health of the end-user population. Has the application been adopted? Are the end users using the application proficiently. Is the application enabling the end users to efficiently and effectively? After all, adoption and efficient and effective use are the keys to ROI from the application investment.
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
The combination of the user-base coverage and application depth provided by this approach is tough to beat. With this information, companies can manage the performance achieved by end users, as well as the experience that they receive.
Bernd Harzog CEO, APM Experts
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
See the forest and the trees. Knoa EPM delivers results to the entire Siebel support team. Here are some real use case examples submitted by Knoa customers:
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
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Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience
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Sixty seven percent of surveyed organizations are either much more focused (27%) or more focused (40%) on the end user experience than they were two years earlier. Forrester Consulting 2006
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About Knoa
Knoa Software is leading the performance management industry with end user experience monitoring solutions that reach beyond infrastructure and application performance to the monitor, measure and manage how end users are utilizing the application to optimize business process execution. Knoa customers not only know if core enterprise applications are delivering an acceptable user experience, but also, if application users are executing key processes effectively and efficiently the key to achieving business value and ROI. Knoa is headquartered in New York, NY. For more information about Knoa, please visit www.knoa.com.
Expertise and Performance Management systems are becoming a priority for the business executive and CIO who need to drive the highest possible levels of adoption and efficient and effective use of core enterprise applications to drive a business return on investment. Only with the insight into end user metrics that an EPM system can provide can you really know if your core enterprise applications are delivering an acceptable user experience and if application users have adopted the applications and are executing key processes effectively and efficiently the key to achieving business value and ROI from the application investment.
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