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. GEM functions as a complementary tool to EPM, providing an extra layer of visibility into end-users' application usage. In today's complex application environments, it's often the case that what happens in once application will affect the performance of another, and business processes frequently require the use of two or more applications to complete. GEM brings the focus back to the end-user, the one constant in any application environment.
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:
Usage Monitor
- 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
User Workflow Monitor
- Monitor detailed user interactions with all desktop applications and web application - 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.
Business benefits include ensuring adoption and compliant use of software tools for effective process execution.
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“The main drive for taking on Knoa was to get an end-user view of the application performance. We had various other mechanisms before that gave us a gauge of how the application was performing at the caller interface, but Knoa was the first time we used live data from desktops, the first time we saw real performance.”