End User Experience and Performance Management - Knoa Software - www.knoa.com

Enterprise Application Support

Knoa has developed specially-tuned EPM solutions for the following industry leading ERP and CRM application products:

Amdocs CES

JD Edwards

Microsoft Dynamics

Microsoft Outlook

Microsoft SharePoint

Oracle E-Business Suite

Oracle Siebel CRM

Oracle Siebel Analytics

Oracle Siebel CTI

PeopleSoft Enterprise Suite

SAP


Featured Whitepaper

Best Practices in Performance Management: Monitor,Measure and Manage the End User Experience

Enterprise applications (like ERP, SCM or CRM) 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 your enterprise applications.

In a recent study by Forrester Consulting, 87% of IT executives agreed that the best way to manage the service of business critical applications is to measure performance at the end-user level.

Knoa Experience and Performance Manager (EPM) for Enterprise Applications

Every investment in enterprise software was made on the promise of improving business performance — driving more revenue, retaining customers longer, eliminating costs, or enabling growth. But, it’s not the software, it’s not the technology, it’s not even business process that deliver on that promise. It’s the people -- the end-users -- who use those tools to do their jobs: to enter sales orders or to ship product or answer a customer’s inquiry about their invoice.

Sadly, companies with mission critical enterprise application deployments do not have effective 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 user’s ability to effectively execute. The result is significantly reduced ROI and significantly increased application support costs.

At Knoa, we believe it’s absolutely imperative that companies have comprehensive metrics, real data, that can show what is really happening as your people use your corporate software applications to execute the processes that drive the business.

That’s the real end-user intelligence we deliver.

In the absence of comprehensive data about the actual user experience, many application management decisions (e.g., performance tuning, training investment, ongoing application engineering) are based on user impressions, limited visual observations, and occasional stopwatch timing. This can result in extrapolations about the performance of the whole system that are inaccurate, and lead to decisions that are not in the best interest of the business.

Knoa Experience and Performance Manager (EPM) provides total monitoring coverage of end-user behavior and experience across enterprise applications such as SAP, Oracle E-Business Suite, Oracle Siebel CRM, JD Edwards, PeopleSoft Enterprise Suite, Amdocs, as well as other major application vendors and custom applications. Knoa EPM monitors application execution at the end-user level, and provides precise metrics about the user experience as well as measurements on how effectively people execute when working with enterprise applications. Knoa provides the most accurate metrics possible on the performance of the application from the end-user perspective, and delivers an unprecedented level of visibility into the actual performance of the end-users.

Knoa Experience and Performance Manager (EPM) is designed to optimize the performance of the end-users of corporate software applications. Knoa EPM does this by monitoring the experience the application is delivering to the end-user to allow application support teams to pinpoint and eliminate barriers or impediments to end-user performance (such as bad system performance or application quality).

Simultaneously, Knoa EPM captures metrics and information to identify shortfalls in end-user performance (e.g., user errors, incorrect use of transactions or avoidance of transactions).

Application Responsiveness:
Knoa captures actual response times as experienced by the end-user, including a breakdown into Transaction Response Time and Navigation Response Time.
Quality of Experience:
Infrastructure Errors - from the OS, Servers, Networks Application Errors - such as database and coding errors (Can't Connect to Server, Method Not Allowed, and Scripting Error).
End-User Performance:
  • User Behavior and Work Flow
  • Utilization
  • Adoption
  • User Errors
  • Compliant Process Execution
  • User Productivity/Effectiveness
  • User Errors and Proficiency

Knoa EPM is the first and only software solution that gives the application support team comprehensive "fact-based" perspectives about end-user experience. Who's using it? What's the response time? Who's getting errors? How many transactions are being abandoned?

Knoa EPM offers advanced analytical capabilities, the most comprehensive alerting available in the performance management industry and enhanced correlation and analysis capabilities – all of which enable customers to quickly turn the Knoa end-user and application performance metrics into proactive remediation initiatives to both improve performance and reduce costs.