Solutions Across the Application Lifecycle: Operation

Deliver Maximum Business Value

Once the application is operational, your team will continue to be challenged to maximize efficiency, reduce costs and optimize user productivity. But how do you know where to find opportunities and where to reduce expenditures?

Knoa EPM gives you the insight to determine where to direct your financial and personnel resources to deliver the greatest benefit to the business. Get in front of user issues and proactively seek productivity enhancements by regularly reviewing Knoa EPM Key Performance Indicators (KPIs) and Utilization Workflows.

Continuous, Global End-User Metrics

Designed from the ground-up for continuous monitoring of live production applications, Knoa's light operational footprint enables transparent monitoring of the actual end-user experience for all users, across all transactions, at all times.

• Reduce support costs by detecting issues before users start calling the Help Desk.
• Evaluate the quality of start-up training by comparing new hire metrics with an existing peer group.
• Analyze errors, adoption rates, and transaction utilization to discover areas where end users are not working as efficiently as possible.
• Initiate proactive end user support regimes that notify specific end users who are likely to be affected by known issues.
• Improve end user productivity by analyzing logs for frequent but unreported errors.

The Value of Knoa EPM during Operation for IT Functions

IT Management

• Easily capture metrics for reports on SLAs, application usage and performance.
• Gain early insight into issues to speed resolution.
• Manage your applications, including SAP, Siebel, Oracle and proprietary apps, for maximum efficiency, with the minimum resource levels.
• Identify adoption and proficiency issues that might arise with attrition and new hiring.
• Correlate business results with application usage, feeding Business Service Management efforts and ROI calculations.

Application Performance, Engineering and Support

• Proactively identify problems before users call the Help Desk.
• Eliminate efforts to resolve "performance issues" on the back-end that are actually due to user workflow issues.
• Identify and prioritize opportunities to correct ongoing inefficiencies in how users interact with the application.

End-User Training and Support

• Proactively notify specific end-users who are likely to be affected by an issue.
• Identify specific users who need additional training with specific transactions.
• Measure ongoing training efforts and support script improvements.
• Anticipate the need for additional training due to organizational shifts or new hiring.
• Discover user proficiency issues that are not causing errors, but impact efficiency.
• Reduce support call times by referencing logs that document the user interaction with the application prior to the error.
• Monitor compliance as work-arounds proliferate among end users.