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Knoa Global End-User Monitor (GEM) is a software tool which monitors all desktop and web-based applications running on users’ desktops and collects specific metrics on utilization, user behavior, application health and system performance. Knoa GEM is fundamentally different than many of the remote monitoring technologies currently in use because Knoa is monitoring the end-users (e.g. utilization, behavior) not just the infrastructure (e.g. network, desktop, software)

Knoa GEM works "out-of the box", without requiring any configuration, scripting or instrumentation to detect usage of any applications running on the user’s desktop. GEM additionally provides a set of client-side filters, which can be configured by the system administrator, to control the coverage of monitored data points, including processes, window classes, and web applications.

Knoa GEM monitors and captures the following range of data items or metrics:

Computer Monitor

• Snapshot key attributes of your user desktop environment: network information, Windows OS configuration, geographical location, etc.
• Identify active users and computers
• Track computer usage for each logon session

• Track usage of all desktop applications and their high level functions
• Track usage of all Internet Explorer web-based applications
• Track usage of remote applications (Citrix, Terminal Server)
• Determine actual utilization time -- excluding "idle" or "think" time -- per user and per application

• Measure the impact of application utilization on desktop performance
• Profile desktop performance in terms of key metrics: CPU, IO, Memory

• Monitor detailed user interactions with all desktop applications and web applications - in real-time
• Play back in chronological order the entire user desktop sessions for troubleshooting, analysis of process compliance, security audits, etc.

The metrics are used by both business and IT stakeholders to achieve a number of operational benefits

IT benefits include reducing support costs, reducing software asset and maintenance costs, improving end-user experience, ensuring compliant use of software tools, and providing transparency into how IT assets are being deployed to support business operations. Specific uses of the product include:

1. Generate an accurate inventory of applications running in the field, through active discovery of standard and non-standard applications.


2. Determine basic configurations for installed desktop applications, in terms of versions of software in use


3. Determine charge back for IT services based on actual application utilization (as opposed to licenses only or another factor)


4. Analyze user workflows for enhanced troubleshooting of performance issues


5. Rationalize application maintenance (customization, upgrades, etc) by identifying applications or functions with minimal or no usage


6. Tool Rationalization -- Are there tools and/or software licenses that could be retired because they are not used?


7. Analyze the peak usage times for major corporate application for better migration and capacity planning


8. Achieve transparency for the Business in terms of how IT assets are utilized

Business benefits include ensuring adoption and compliant use of software tool for effective process execution. Specific uses of the product include:

1. End to end business process analysis and management based on cross-application monitoring and user workflows


2. Identify application adoption issues for all applications


3. Identify training and productivity issues based on analysis of usage patterns across multiple applications


4. Uncover compliance or security issues (audit trails, unauthorized access, etc)


5. Analyze user workflows for enhanced troubleshooting of performance issues


6. Best User Patterns -- Which tools are being used by our most proficient and experienced users


7. Process Inefficiencies -- Is there a lot of unexpected application switching by certain roles/users/locations/groups, noticeable trends?


8. Usage Comparison -- Are end users consistently using the tools they are expected and were trained to use?


9. Training/New User Issues -- Are new users/employees using the tools they were trained to use and how do they spend their time vs. the most proficient users?


10. Unauthorized or Unexpected application usage -- Are there tools being used we were not aware of that are a more effective at getting to the answer fast (e.g., Google)


11. Undocumented Innovation -- What innovation is being developed in the field that others could leverage?


12. Tool Rationalization -- Are there tools and/or software licenses that could be retired because they are not used?