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Brochures
Customer Success Stories
Data Sheets
Reports and Reviews
White Papers - Business

Workforce Performance Health Check

Workforce Performance Health Check automation provides comprehensive and deep insight into user performance and application adoption based upon actual system usage. There is no need to ever test your users or pay for expensive consulting engagements. Instead, WPHC utilizes the best, most accurate and most comprehensive data set available – your actual production environment. We assess your organizational performance, help you take action to improve it, and then, over time, measure the benefits and identify new opportunities.

Improving Shared Services Center Operations

This whitepaper examines the current state of the Shared Service Center, and the visbility problems which make these jobs harder. The whitepaper offers best practice advice, and explores how technology from Knoa Software can enable the Shared Service Center to maintain the highest levels of responsiveness and service to the customer.
Leading Manufacturer Johns Manville Improves the SAP® End-User Experience with Knoa

Serving as Johns Manville's Service Delivery Manager, Jesse Bernal, Jr. supports SAP across North America for the company and sought to improve the responsiveness of the IT organization to potential and existing user errors and SAP performance issues at JM. Bernal set his sights on a software-based solution that would immediately notify him and the rest of the team as errors occurred in order to proactively correct them before they impacted operations. Read more to see how Knoa Software fit Jesse's needs and enabled Johns Manville to reap substantive gains on their SAP investment.
Seven Key Metrics for Enterprise Application Software Performance

Chief information officers must use a number of key performance indicators when evaluating the performance of their applications. But some of the largest enterprise customers are surprised to learn that they are missing visibility to some of these key metrics as they are unavailable from legacy APM tools. It is clear that critical data about enterprise performance has been invisible to the CIO and key managers within IT. User Experience and Performance Management now instruments a view from the keyboard up. You know the performance as delivered, end-to-end, by your infrastructure to each and every physical device and users. This whitepaper explores the seven key metrics you should be using to measure application performance, and how agent-based user experience management is the only class of performance management technology that can deliver against these metrics.
Application Rationalization

Today, information technology organizations are forced to manage a very heavy burden of applications that are not used and which do not deliver full business value. Application rationalization provides a methodological approach to selecting and prioritizing applications and their components based upon business needs. Ulimately this is about deciding what should be added to your software portfolio, and what should be deleted. But how can these decisions be made without accurate visibility into application usage? This whitepaper explores how user experience management can provide a view into existing usage patterns and close that gap, enabling best practices for application rationalization.
Thinking of Application Performance Management (APM)? Don't Do It. Find Out More.

If you can measure it – you can improve it. APM tools have helped save billions in potentially lost business productivity. That said, APM tools are still not enough. Problems with business performance remain undiagnosed and unresolved. Users remain frustrated with major application performance and support. Chief information officers and information technology organizations lack the visibility needed to fix these problems. But help is here – new technology is now available to address these deficiencies. This visibility gap can be filled by User Experience and Performance Management tools.
New Technology Enhances Best Practice for the Center of Excellence

The Center of Excellence (COE) has become very common in most Global 5,000 companies and many consider it an essential component for organizational planning and support. Most often, the COE is aligned to support one ort two of the most critical enterprise applications such as CRM and ERP. These applications are often core to the operation of the enterprise and may involve hundreds to many tens of thousands of users. But much of what the COE is tasked with accomplishing is based upon very limited and subjective data. Help is here – user experience management fills in the visibility gaps. This whitepaper explores how agent-based monitoring can reveal the key performance metrics that the COE needs to effectively manage application performance.
Measuring Performance in the Cloud

Today the global 5,000 corporations are moving major enterprise applications from on-premise into the cloud. Yet the tools available to information technology were architected 10 or more years ago and were designed only to support the legacy applications. Everything in the architecture was predicated upon ease of back-end access and an ability to get in the middle of all of the communications in the application deployment. Information technology teams today have very little tools to support the deployment of performance measurement for new cloud based applications. Only an agent based architecture can measure the key performance metrics for both your on-premise and cloud (SaaS) based applications. This whitepaper will expalin why agent based user experience management/monitoring is a necessity for corporations moving their applications to the cloud.


Knoa Software - Value Realized
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 to optimize business process execution. Learn more about what drives us in this one-page profile.
Leading Manufacturer Johns Manville Improves the SAP® End-User Experience with Knoa

Serving as Johns Manville's Service Delivery Manager, Jesse Bernal, Jr. supports SAP across North America for the company and sought to improve the responsiveness of the IT organization to potential and existing user errors and SAP performance issues at JM. Bernal set his sights on a software-based solution that would immediately notify him and the rest of the team as errors occurred in order to proactively correct them before they impacted operations. Read more to see how Knoa Software fit Jesse's needs and enabled Johns Manville to reap substantive gains on their SAP investment.
British Telecom Calls on Knoa to manage Siebel CRM Applications
British Telecom deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization.

This case study highlights the results BT has experienced using Knoa in its Retail Division Knoa EPM enables BT Retail Division to drive consistently high revenue generation from each customer service agent by enabling the IT Team to identify and focus on the highest priority issues that are affecting agent productivity, customer experience or effective process execution.
Siemens Brazil: Getting to Know the Workforce and Optimizing Productivity
This Spanish-language case study discusses how Siemens Brazil implemented SAP UEM by Knoa to increase transparency and visibility in their SAP deployment. When the CIT (Corporate Information Technology) Group needed to improve first level support to SAP users, they deployed SAP UEM by Knoa to 2,500 users. By monitoring the actual end-user experience, they were able to identify training-related demands and specific knowledge deficits, reduce maintenance costs, and effectively allocate resources to meet their training needs.

Este caso de éxito analiza cómo Siemens Brasil implementó SAP UEM by Knoa para aumentar la transparencia y la visibilidad de su despliegue de SAP. Cuando el Grupo CIT (Tecnologías de la Información Empresarial) necesitaba mejorar el soporte de primer nivel para los usuarios de SAP, ellos desplegaron SAP UEM by Knoa a 2.500 usuarios. Por el hecho de monitorear la experiencia real del usuario final, fueron capaces de identificar las demandas de capacitación y los déficits de conocimiento específicos, reducir los costos de mantenimiento y obtener la habilidad de asignar recursos de manera efectiva para satisfacer sus necesidades de capacitación.

SAP UEM Helps Tacoma Measure and Improve the User Experience
The City of Tacoma understands that the user experience can make or break an IT investment. It's also keenly aware that, with today's stretched budgets, city staff members have to work as efficiently as possible and make the best use of taxpayer resources. That's why Tacoma turned to the SAP User Experience Management (SAP UEM) application by Knoa.
Workforce Performance Health Check

Workforce Performance Health Check automation provides comprehensive and deep insight into user performance and application adoption based upon actual system usage. There is no need to ever test your users or pay for expensive consulting engagements. Instead, WPHC utilizes the best, most accurate and most comprehensive data set available – your actual production environment. We assess your organizational performance, help you take action to improve it, and then, over time, measure the benefits and identify new opportunities.

Knoa Professional Services

Knoa not only provides you with the tools you need to monitor your users' experience, but also the knowledge to effectively use those tools. Knoa's Enablement team is committed to ensuring customers have everything they need to get the most out of their end-user experience management solution. This data sheet provides an overview of the services provided by Knoa's Professional Services team.
Knoa Value Enablement Services

Knoa not only provides you with the tools you need to monitor your users' experience, but also the knowledge to effectively use those tools. Knoa's Enablement team is committed to ensuring customers have everything they need to get the most out of their end-user experience management solution. This data sheet provides an overview of the services provided by Knoa's Enablement Services team.
Knoa EPM – ROI Projections

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet explains the projected ROI that Knoa Software can deliver.
Knoa EPM for IT Service

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to the IT Service Desk.
Knoa EPM for IT Operations

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to IT Operations.
Knoa EPM for Line of Business

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to the Line of Business.
Knoa EPM for Training

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to Training.
Knoa EPM for PeopleSoft®

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to PeopleSoft.
Knoa EPM for Salesforce®

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to Salesforce.
Knoa EPM for Siebel®

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to Siebel.
Knoa EPM for SAP®

Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas. This data sheet addresses the value that Knoa EPM can add to SAP.
User Experience Management and Business Impact – A Cornerstone for IT Transformation
In May of 2012 Enterprise Management Associates (EMA™) analysts surveyed 202 respondents on User Experience Management (UEM) – which was defined to include Customer Experience Management and Business Impact – insofar as it resulted from end-user interactions with IT services. This report summarizes the results of that survey, and analyzes Knoa's EPM and GEM product offerings in light of its conclusions.
Contact Center Analytics Vendors in North America: Three to Watch
Although a handful of companies have dominated the customer interaction and contact center technology markets for many years, in the background a number of smaller companies have been quietly creating exciting new technologies designed to improve the customer experience or increase operational efficiency. Flying under the radar in many cases, the innovative technology these companies offer can give enterprises a competitive edge by improving the customer experience.
Enterprise User Experience Management for Life Sciences
This IdealNet report will examine the challenges, reveal the specific points of pain, and share a view for how specific new technologies in application performance management, particularly enterprise-class user experience management, can provide solutions for these challenges. We address both compliance and the optimization of user performance and believe that these technology sets can help deliver strong return on investment on a short-term basis. This is the first study that we are aware of that attempts to segment the user experience management (monitoring) market by specific use case for potential consumers of the technology.
People, Process, and Technology: Raising the Bar on Customer Experience and Operational Excellence
In today's financial institutions, almost every customer-facing process is enabled by IT. Employees' use of these systems has a direct impact on achieving growth and retention goals. This exclusive executive brief, by TowerGroup, explores how the use of non-intrusive monitoring technologies can shed light on the quality of user performance with internal systems and applications.
Improving End-User Experience with a Holistic Approach to Application Performance Management
Aberdeen surveyed over 100 organizations between December 2009 and February of 2010 to identify the best practices enterprises are using that improve application performance management solutions impact on end-user productivity and the business benefits of a "lifecycle" approach to application performance management. The research results reveal that Best-in-Class enterprises focus on a holistic approach to application performance management reduce the time to identify and resolve critical application performance issues. The research also reveals that increases in speed to identify and resolve problems raises application availability and delivers a clear return-on-investment for application performance management solutions.
Monitoring the End-User Experience: Improving Business Performance through Application Management, by Aberdeen Group
Best-in-Class companies are:
  • Are twice as likely to improve brand reputation
  • 75% more likely to improve employee productivity
  • Proactively identify faults 82% of the time
  • Experience a 30% decrease in end-user complaints
10 Things to Consider When Evaluating End-User Experience Monitoring Solutions
End-user monitoring solutions are becoming an integral part of competencies that organizations need to have in place when managing the performance of business-critical applications. However, there are some significant differences between technologies that fall under the "end-user monitoring" umbrella. More importantly, the effectiveness of these solutions depends on the environments in which they are used, the goals of end-user organizations deploying them, and the performance metrics that they are able to collect. This report highlights ten key items that end-users should be aware of when evaluating end-user monitoring solutions.
Butler Group Technology Assessment of Knoa EPM
In this, independent, objective evaluation Knoa's capabilities for end-user monitoring and performance management were found to be innovative, pioneering and mission-critical. Butler Group reported that assessing application behavior from the point of view of the application user, in an automated and scalable way, has missed the attention of most IT organizations and that Knoa has found a largely untapped market where IT is under pressure to do more with less and end-user expectations of service performance are ever growing. Butler Group asserts that Knoa's strategy for focusing on common business applications and being the single source of end-user performance metrics for all applications (primarily for large enterprises) is the right one.
EMA Names Knoa Leader in QoE for End-User Productivity
According to EMA research, End-User Productivity is the number one driver for QoE and User Experience Management. EMA states that Knoa has set a very high standard when it comes to looking at end-user productivity metrics for corporate business applications with a growing uptake in call centers and shared service centers where there Knoa has shown very demonstrable ROI. The granularity with which Knoa can examine these two separate areas is distinctively rich compared to all the other vendors examined in this report. Knoa's ambition to become the "sole-source provider of end-user experience and performance metrics for all the stakeholders in the organization" seems to be well-grounded in reality. The benefits in cost reduction, business performance and reduced risk should be self evident.
Nucleus Research Report: Knoa Software Uncovers SAP Pain Points
A major North American manufacturer used Knoa's Experience and Performance Manager (EPM) application to discover the transactions in SAP where there were excessive performance delays or actual failures. Identifying these transactions allowed the company to take corrective action to improve productivity and help end-user adoption.
Improving Shared Services Center Operations

This whitepaper examines the current state of the Shared Service Center, and the visbility problems which make these jobs harder. The whitepaper offers best practice advice, and explores how technology from Knoa Software can enable the Shared Service Center to maintain the highest levels of responsiveness and service to the customer.
Seven Key Metrics for Enterprise Application Software Performance

Chief information officers must use a number of key performance indicators when evaluating the performance of their applications. But some of the largest enterprise customers are surprised to learn that they are missing visibility to some of these key metrics as they are unavailable from legacy APM tools. It is clear that critical data about enterprise performance has been invisible to the CIO and key managers within IT. User Experience and Performance Management now instruments a view from the keyboard up. You know the performance as delivered, end-to-end, by your infrastructure to each and every physical device and users. This whitepaper explores the seven key metrics you should be using to measure application performance, and how agent-based user experience management is the only class of performance management technology that can deliver against these metrics.
Application Rationalization

Today, information technology organizations are forced to manage a very heavy burden of applications that are not used and which do not deliver full business value. Application rationalization provides a methodological approach to selecting and prioritizing applications and their components based upon business needs. Ulimately this is about deciding what should be added to your software portfolio, and what should be deleted. But how can these decisions be made without accurate visibility into application usage? This whitepaper explores how user experience management can provide a view into existing usage patterns and close that gap, enabling best practices for application rationalization.
Thinking of Application Performance Management (APM)? Don't Do It. Find Out More.

If you can measure it – you can improve it. APM tools have helped save billions in potentially lost business productivity. That said, APM tools are still not enough. Problems with business performance remain undiagnosed and unresolved. Users remain frustrated with major application performance and support. Chief information officers and information technology organizations lack the visibility needed to fix these problems. But help is here – new technology is now available to address these deficiencies. This visibility gap can be filled by User Experience and Performance Management tools.
New Technology Enhances Best Practice for the Center of Excellence

The Center of Excellence (COE) has become very common in most Global 5,000 companies and many consider it an essential component for organizational planning and support. Most often, the COE is aligned to support one ort two of the most critical enterprise applications such as CRM and ERP. These applications are often core to the operation of the enterprise and may involve hundreds to many tens of thousands of users. But much of what the COE is tasked with accomplishing is based upon very limited and subjective data. Help is here – user experience management fills in the visibility gaps. This whitepaper explores how agent-based monitoring can reveal the key performance metrics that the COE needs to effectively manage application performance.
Measuring Performance in the Cloud

Today the global 5,000 corporations are moving major enterprise applications from on-premise into the cloud. Yet the tools available to information technology were architected 10 or more years ago and were designed only to support the legacy applications. Everything in the architecture was predicated upon ease of back-end access and an ability to get in the middle of all of the communications in the application deployment. Information technology teams today have very little tools to support the deployment of performance measurement for new cloud based applications. Only an agent based architecture can measure the key performance metrics for both your on-premise and cloud (SaaS) based applications. This whitepaper will expalin why agent based user experience management/monitoring is a necessity for corporations moving their applications to the cloud.
An Introduction to User Experience and Performance Management
This whitepaper provides an introduction to the topic of user experience and performance management. The whitepaper describes common problems, offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software.
Service Level Agreements Are Broken
This whitepaper examines the current state of service level agreements, and the problems inherent in managing them. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software.
Targeting Training for Enterprise Application Software
This whitepaper examines the current state of training programs, and the shortcomings that can be cause by poor visibility into application usage. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software.
Objective Measurement and New Technology Enables Best Practices to Drive Application Adoption
This whitepaper examines the current state of application adoption and diffrent strategies that can be used to maximize it. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software.
Expand IT Service Desk and Functional Support Capacity 20% Overnight: New Best Practices Enhance Operations and Reduce Costs
This whitepaper examines the current state of IT service desk and functional support operations, and the visbility problems which make these jobs harder. The whitepaper offers best practice advice, and explores how these remedies can be achieved with new technology from Knoa Software.
Change Management and User Acceptance Testing: New Best Practices Reduce Risk and Enhance Deployment
This whitepaper examines the current state of change management and user acceptance testing, and the visbility problems which are inherent in each process. The whitepaper offers best practice advice, and explores how these remedies can be achieved with new technology from Knoa Software.
The 2012 Annual Survey on Service Level Agreements
Knoa Software, Inc. hosted a webinar on September 14, 2012, entitled "Service Level Agreements Are Broken – Best Practices and New Tools Close the Gap Between IT, Vendors and Enterprise Application Users" The webinar covered topical issues about Service Level Agreememt challenges and reviewed the best practices and new technologies which can positively impact business operations during new release deployment.

This webinar also included our annual Service Level Agreement survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with Service Level Agreements, tools, features used, key organizational metrics, diversity of process, and other relevant information.

The 2012 Annual Survey on Change Management
Knoa Software, Inc. hosted a webinar on August 24, 2012, entitled "Change Management – Risk Reduction, Best Practices and New Technologies." The webinar covered topical issues about Change Management challenges and reviewed the best practices and new technologies which can positively impact business operations during new release deployment.

This webinar also included our annual Change Management survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with the Change Management process, tools, features used, key organizational metrics, diversity of process, and other relevant information.

The 2012 Annual Survey on Application Performance Management
Knoa Software, Inc. hosted a webinar on August 10, 2012, entitled "Thinking of Application Performance Management? Don't Do It. Find Out More." The webinar covered topical issues about APM deployment and presented new technologies that provide much broader potential for return on investment and optimized performance within your enterprise.

This webinar also included our annual APM survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with APM tools, features used, performance, diversity of use of APM tools, use cases for APM tools and other relevant information.



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