The IT environment is becoming increasingly complex to implement and support, driving 80% of IT budgets to maintenance alone, leaving just 20% for new upgrades and features. Support costs are growing rapidly, straining limited resources. Yet IT is expected to successfully deliver to Service Levels Agreements (SLAs) while reducing costs and finding funds to innovate.

Business Service Management (BSM) is a growing approach that helps IT address these challenges, including managing costs, ensuring performance levels, and prioritizing functionality improvements. No matter how you approach these issues, you need consistent and reliable end user metrics that enable you to clarify root cause and define the best course of action.

Knoa Experience and Performance Management (EPM) solutions provide a comprehensive and accurate view of enterprise applications, from the end user perspective. Knoa EPM captures end-to-end transaction response times, ecosystem and application errors, and a time-synchronized workflow - from all users, all locations, all the time.

Actionable insight from Knoa gives you:

• The facts about whether enterprise applications are delivering an acceptable end user experience, including whether end users adopt the tool effectively.
• The figures to evaluate application ROI including initial investment and ongoing development.
• The power to pinpoint where users need help maximizing their use of the application, helping you get the most from training and support budgets.

The Knoa Management Dashboard presents detailed metrics in multiple high-level views. Whenever you need to, check the status of information like:

• Trends of response times for a specified date range, by location, user groups or top users
• Application hotspots with significant number of system or application errors

Use Knoa's comprehensive, real-user data on response times and system errors across the entire application landscape to achieve a 'single version of the truth'. Replace inaccurate visual observations and labor intensive stopwatch timing. Eliminate the burden of managing and removing synthetic agent simulators. Get the facts, in an easily customizable report that gives you the data you need, like:

• Response times by transaction, end user, location, and application instance
• System errors by transaction, end user, and application instance
• Comparison of user groups for specific performance metrics

With Knoa, you'll be able to measure and adjust immediately, based on real-time metrics. You will instantly know:

• Which users are actively using the application
• Which user errors are being generated, by which users
• Which system errors are being generated, during which transactions
• Which specific transactions, in which specific area of the application, are creating issues.
• How the end user is actually experiencing the application, for all users, in all locations, at all times.

Use Knoa results to make data-based decisions that focus your resources where they will have the greatest impact.

• Check the impact of optimization and improvement efforts. Knoa delivers comprehensive metrics when you need them, so you can compare end user and optimization metrics against a baseline.
• Respond to end user performance reports with accurate data. Lead a fact-based discussion with business management
• Reduce costs across the application support team by focusing training efforts where they'll have the greatest effect, reducing issue resolution time, and eliminating costly desk-side support visits.