Digital experience management (DEM) has grown from its roots in network monitoring and application performance management to become a critical component of IT service delivery and IT-to-business alignment.
Expectations for digital user experience have never been higher. But managing performance is more complex in today’s IT environment than five years ago.
Users – including customers, employees, partners, and suppliers – are demanding more sophisticated, timely, and effective business services through a variety of digital channels. Simultaneously, the complexity involved in IT monitoring is skyrocketing with cloud technology and Agile development. And the combination of these forces is an underlying driver for an evolving DEM strategy.
To succeed, enterprises need a comprehensive DEM solution that addresses the key use cases across IT and the business and enables the company to ensure an excellent user experience for every business-critical application in their portfolio. This is not easy to achieve. But the following tips can help IT tackle the challenge of rising expectation meeting escalating complexity:
1. Senior management must drive DEM projects
Ideally with CIO or CEO oversight. Executive leadership is needed to align overworked IT silo managers and directors by providing focus and resources to effectively implement a successful DEM process. Consider a dedicated DEM team as projects mature.
2. DEM benefits many silos
DEM requirements extend into the various silos of the IT infrastructure as well as to the broad portfolio of applications in use across the enterprise. In fact, all applications in the portfolio should be included as huge gains in efficiency are possible with solutions that provide broad monitoring and advanced automation.
3. DEM capabilities should reach across the full IT infrastructure stack
Supporting and unifying multiple stakeholders in decision-making and active response. As such process and dialog are critical, including those across IT, and those between IT and business stakeholders.
4. Begin with a few critical use cases
Such as business impact, service usage and change management. But plan for a wide breadth of use cases as DEM matures. Don’t let technology and human investments fall short, but invest in platforms for growth.
5. Don’t fall into the trap of technology for technology’s sake
Metrics and analytics are the core foundations of DEM, so they are central to assessing DEM solutions. A key requirement for a successful DEM strategy is being able to gather the metrics necessary to perform meaningful, timely analysis. So choose a DEM toolset that delivers metrics important to your business stakeholders.
6. DEM investments should be cloud-ready
One of the most important factors in shaping DEM initiatives is the increasing reliance on public cloud for critical application delivery. Any successful DEM implementation must include an integrated solution for monitoring and managing the cloud. And be easily expandable to other trends such as Agile, DevOps, software-defined WAN (SD-WAN), and mobile.
7. Don’t ignore digital experience management
Understanding the internal and external user experience is mission-critical for all businesses to survive in the digital age. Budget appropriately – organisations may want to consider increasing their IT budget by 50% or more for very effective DEM.
Without comprehensive monitoring, IT is not able to specifically pinpoint where problems are occurring. Furthermore, without the top-down view of the user experience, users are impacted and IT is unaware that the end-to-end experience is failing. We partner with Riverbed who are unique in their multidomain support of DEM, and whose vision is well aligned with the needs of a next-generation enterprise DEM operation.
‘Tips for Successful Digital Experience Management’ extracts taken from Enterprise Management Associates® and Riverbed whitepaper entitled ‘Best Practices for Successful Digital Experience Management’.
Expectations for digital user experience have never been higher. Therefore the bar is constantly being raised by an ever-demanding, sophisticated audience of internal and external users. Find out more by downloading the whitepaper.