Events and Webinars

But there is a catch.

Usually, restricted use licenses only allow you to sign on for up to 1 hour per day. It can vary. Penalties can kick in. Your SaaS vendors won’t tell you how to measure this.

The toughest part is how to know, with precision, which users are the likely fit for such a license. How can you do this? Without hitting the penalty?

When you get right down to it and your SaaS vendor sends you a bill how can you even verify SaaS service level agreements (SLA)?

Register for this on-demand webinar and we will:

• Tell you all about restricted use licenses and how you can get the jump on your vendor.
• Share a technology that can measure, precisely, every parameter of your use connection to Salesforce®, system error, user error, and even browser based response time.
• Give you a comprehensive strategy for handling service level agreements with your SaaS vendor and measuring, precisely, the response time for everything that happens at your browser.

UEM is an important segment of the Application Performance Management (APM) market.

J.P. is currently Vice President, Principal Analyst serving Infrastructure & Operations Professions at Forrester Research

J.P. serves Infrastructure & Operation Professionals in predicting and quantifying IT disruptions. J.P.'s expertise is in the IT management software and IT operations market, and his research examines the shifting industry dynamics caused by economic pressures and the impact of new technologies such as virtualization on the IT organization.

• A problem happens, on average, 8 or 9 times before it is reported to the IT service desk – understand how to know everything about it before it is reported
• Stop interrogating your users when they call know everything about their problem – see all of the errors by user to enhance your support process
• What is your ratio of system error to user error (business process error) – how can you know?
• Reduce the length of phone calls because you know the source of problems
• Reduce the number of phone calls because you already have the information
• Reduce the time in expensive Level 2 and Level 3 escalation
• When you get a call about a problem, learn about how you can see all of the other instances of the same problem, even a user or business process error, that are also happening at the same time
• Understand how new technologies can impact these costs within your own data center for your major enterprise software applications
• Understand how these benefits can be applied if you are using an outsource provider for IT service desk and functional support
• Hear about real customer examples of major companies saving millions of dollars per year – they know about every problem reported or not – and they can see the economic impact
• Learn more about standard analytics dashboards with MicroStrategy® or BusinessObjects™

• The expectation and satisfaction gap that enterprise application users have with the service level agreement metrics reported by information technology
• What is this expectation and satisfaction gap, why does it exist, and how can it be fixed?
• Understand how to address and eliminate the phantom save problem "I saved the data and the system lost it"
• Understand how to address and eliminate the phantom performance problem "the system is slow ... it took 9 minutes to do this" which clouds management and executive perspective
• A problem happens, on average, 8 or 9 times before it is reported to the IT service desk – understand how to know everything about it before it is reported – understand how to know about this and include it in your SLA calculations and discussions
• What is your ratio of system error to user error – how can you know? User error, respectfully submitted, is often confused by the user with poor service levels
• Understand how new technologies can impact this problem within your own data center for your major applications such as SAP®, Siebel® and more
• Understand new world rules to manage SLA if you are using an outsource provider for your enterprise applications
• Link core SLA metrics to business intelligence based analytics that ties it all together
• Learn more about standard analytics dashboards with MicroStrategy® or BusinessObjects™

• A problem happens, on average, 8 or 9 times before it is reported to the IT service desk – understand how to know everything about it before it is reported
• Stop interrogating your users when they call know everything about their problem – see all of the errors by user to enhance your support process
• What is your ratio of system error to user error – how can you know?
• Reduce the length of phone calls because you know the source of problems
• Reduce the number of phone calls
• Reduce the time in expensive Level 2 and Level 3 escalation
• Understand how new technologies can impact these costs within your own data center for your major Oracle® applications such as Siebel® CRM
• Understand how these benefits can be applied if you are using an outsource provider for IT service desk and functional support
• Link any IT service desk software infrastructure to business intelligence based analytics that ties it all together
• Learn more about standard analytics dashboards with MicroStrategy® or BusinessObjects™

• Understand how utilization audit can optimize engineering investment
• Develop testing scripts based upon actual usage – tools that make this easy
• Accelerate user acceptance testing (UAT) with automatic documentation of application errors
• Identify end-user interface problems and training needs during UAT through automation
• Identify application problems in production in minutes or hours – not days and weeks – after go-live
• Identify any system performance problems immediately after go-live
• Identify application functionality that has not been adopted by the end-users
• Identify which end-user/groups/locations are having usage problems in the days after go-live
• Use tools that provide automated visibility real-time to the clusters of user errors during roll-out
• Deploy all of this in your standard analytics dashboard using Microstrategy® or BusinessObjects™ with 100% automation and visibility across every transaction, every screen, button and more

We will also present new alternate technologies that support these change management best practices, provide much broader potential for return on investment and optimized performance within your enterprise.

• Threshholds – how do you know where to set them?
• Complexity – why are rocket scientists required?
• Diversity – do you really need 9 different APM tools?
• Throttle Settings – make no sense! How do you manage this?
• Measurement metrics – misleading metrics cause SLA contention
• Cloud and on-premise – what do we really need?
• Fit – where do APM tools fit well? Where don't they fit?

Despite the fact that contact centers measure everything, most managers don't have much visibility into how their agents are using the technology provided for them. Through supervision, countless reports, dashboards and metrics, too many agents still find they can go their own way to fashion ad hoc procedures in dealing with customers. There is a blind spot in the manager's viewscreen: insight into how agents are interacting with your very expensive technology. Join Knoa and Frost & Sullivan as they discuss real world examples on how the continuous monitoring of the agent technology interaction profitably impacts the contact center.

1. Do you suspect your end users are not using your Siebel CRM solution efficiently and effectively?
2. Would you like to focus your end user support organization on more strategic Siebel CRM solution needs?
3. Would you like to maximize the ROI from your investment in Siebel CRM?

SAP user performance management expert Mark Tarallo will be joined by Thad Eidman, CEO of Knoa, as well as representatives from Kimberley-Clark during this lively hour of information and discussion. You will learn how Knoa User Performance Management for SAP helps capture actual user performance data for critical insight into process compliance, training requirements, and system adoption issues.