Benefits by Role

Your Responsibilities

Questions Answered

Features and Benefits

• Negotiates SLAs for end user response time
• Accountable to customers for meeting
  • negotiated application performance service levels
  • negotiated quality of experience levels for application end-users
• Manages an IT team responsible for delivering on customer expectations

• Are service level agreements being met?
• Is end-user demand exceeding capacity now or in the future?
• Where have we experienced the most business impacting problems?

• Know about problems that may affect end users or SLAs before they are impacted
• Quick problem isolation to the contributing internal and external domains
• Know which backend applications and components problems are impacting end users and SLAs.
• Provide seamless collaboration of cross-domain teams to solve a problem

Your Responsibilities

Questions Answered

Features and Benefits

• Management of System/Application events
• Logs events, determines impact and priority, assigns owner
• Includes events that may impact end user experience

• How is business being impacted by an event?
• What priority should be assigned to this event?
• Who should be assigned to handle the event?
• Which users and how many are being affected?
• Is the problem widespread or limited to certain geographies?
• Is someone already working on this problem?
• Did something happen in the infrastructure that would be directly related to this incident?

• Consolidate end user related events under business service containers
• Know how to prioritize event importance based on what SLAs and which end users will be affected
• Know which cross domain teams should be assigned ownership of the event

Your Responsibilities

Questions Answered

Features and Benefits

• Management of end user response time issues
• Logs incidents, determines impact and priority, assigns owner
• Performs triage to work around or higher level support

• What happened in the user’s session leading up to the problem?
• What did the user actually see?
• What users and how many are being affected?
• How is business being impacted by this incident?
• Is someone already working on this problem?
• Did something happen in the infrastructure that would be directly related to this incident?

• Know about problems that may affect end users and their status before they call
• Expedite symptom triage process with end-user by having recorded session activity
• Know how to prioritize incident importance based on which end users are affected
• Know which cross domain teams should be assigned ownership of the problem
• Provide detailed end user session activity to problem owners for further analysis
• Validate that end user problems have been corrected without contacting the end user

Your Responsibilities

Questions Answered

Features and Benefits

• Investigates and produces permanent resolution to problems
• Helps find work-a-rounds to new incidents
• Manages applications to reduce incidents related to end user experience

• How many times has this problem happened in the past?
• What was the impact of the problem on business services and end users?
• Who/what was affected?
• Was the problem related to client/user, network, or backend processing?
• What technology domains contributed to the problem?
• What were the specific error messages the user received and what steps did they conduct leading up to the problem?

• Provide proactive alerts to issues that may affect end users—provides more time for correcting the problem before it impacts end users or the business
• Provide session replay to quickly understand end-user symptoms leading up to a problem that is currently affecting users—provides faster diagnosis
• Provide deep dive diagnostics enable faster discovery of the root cause of a problem

Your Responsibilities

Questions Answered

Features and Benefits

• Promotes collaboration and common objectives between IT Ops and Line-of-Business
• Understands the business need to influence outcomes related to online end-user behavior, priorities and satisfaction levels
• Understands the IT need for visibility into end-user availability and response time to ensure performance and availability service levels

• What do my conversion/adoption rates look like?
• Why are we losing people at step three in the transaction?
• How does conversion/adoption rate vary by browser type, product type, user class, or geography?
• Which users would be more likely to take advantage of a new promotion?
• How can I stop revenue leakage from an identified issue? How much have I already lost?

• Analyze brand related metrics and conversion rates
• Analyze SLA and cost related metrics
• Analyze user productivity, efficiency and effectiveness
• Understand user demand for applications
• Understand end user effectiveness in interacting with applications and their preferences
• Gather and analyze revenue-specific metrics