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Accurate, Actionable Metrics
The large number of variables during the Go Live phase can lead troubleshooting down the wrong path. While monitoring tools provide one level of detail into issues, they don't provide the end-user perspective. Without a bridge between IT metrics and end-user experience, the Go Live team responds to issues more slowly and can't accurately report on the status of the deployment.
Knoa EPM provides measurable insight into end-user activities and workflow that enables the Go Live team to deliver a true picture of issues, adoption and effective use of the application. Transparent monitoring for all users, all transactions, at all times captures comprehensive metrics on:
- Application response times
- System and user errors
- End user utilization and adoption
Make Adjustments Quickly
Gain early insight into the success of the Go Live phase without time-consuming and costly sampling tactics that deliver incomplete results. You'll have measurable results on every user and every transaction so you can quickly make data-driven decisions to adjust your strategy. Early insight into the end-user experience has been proven to shorten the time between "Go Live" and "Operation".
- Pinpoint transactions that continue to confuse users despite efforts to build end-user proficiency.
- Gain an accurate assessment of adoption and effective use of the application.
- Discover transactions that are being used heavily and those being avoided.
- Monitor compliance to intended procedures.
- Identify application performance problems, transaction failures, and system errors before users begin calling the Help Desk.
- Accelerate problem resolution for the glitches that are inevitable during a roll-out.
The Value of Knoa EPM during Go Live for IT Functions
IT Management
- Deliver accurate status updates to the business without costly and incomplete sampling tactics.
- Quickly prioritize issues with performance, errors, adoption, or proficiency that are impacting a successful deployment.
- Accelerate problem resolution.
- Avoid wasting resources on unsubstantiated problems and low impact issues.
- Base the conclusion of the Go Live phase on solid metrics.
- Achieve a quicker transition to a less resource-intensive Operations team.
Application Performance, Engineering and Support
- Discover performance problems before users start calling the Help Desk.
- Base your priorities on facts. Use end-user metrics to substantiate or eliminate "perceived" issues.
- Speed problem resolution by quickly identifying whether an issue is caused by an end-user action, application interface issue, or back-end infrastructure problem.
End-User Training and Support
- Measure the effectiveness of training from day one. Knoa EPM gives the Training team instant insight into end-user errors, navigation and workflow.
- Identify specific users who need additional training for specific modules or transactions.
- Discover user proficiency issues that are not causing errors, but are impacting efficiency.
- Access a log detailing a user interaction prior to an error, eliminating time-consuming and inaccurate questioning of the end-user and the need to reproduce the error.
- Shorten problem resolution time and user call times.
- Reduce Tier 2 support escalations.
- Eliminate costly desk-side visits.
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"EMA especially likes Knoa's well-thought-out reports targeted specifically at collaborative decision making when critical new business applications, or application updates, are rolled out to new user constituencies. The benefits in cost reduction, business performance and reduced risk should be self evident."