Proactive End-User Experience Management: The ‘One to Many’ Approach

Using IT Data Analytics to Manage a Proactive End-User ExperienceThe evolution of all things digital is a topic we see revisited again and again. It is the platform from which we do business, interact with each other and engage with the world. It is truly ubiquitous in nature. As technology becomes increasingly ingrained into our daily lives, the underlying infrastructure – what makes all those applications and services tick – is becoming incredibly complex. Moore’s Law states that processing power exhibits exponential growth, doubling every two years. But what about the accompanying complexity? That’s another story. IT complexity is like a crescendo – becoming larger and noisier with each passing moment.

Being in the business of IT, we have a very interesting role to play in the face of this complexity. We bring order to chaos. And because problems will always happen, we make it our mission to help IT find and fix issues before their customers are impacted. We provide the solutions necessary for companies to rise above the alarm bells and get on with helping their customers find true love, book plane tickets, deposit paychecks, file an insurance claim, call grandma, access medical records, and so much more.

The value we bring to customers is top of mind for me today. I handle BMC SaaS Operations where we, not surprisingly, eat our own dog food – supporting our customer base using BMC software. We had a customer call in to the OnDemand Customer Resolution team to report an issue. The customer was unable to receive Service Level notifications and was experiencing delays of over 45 minutes. We checked all the usual suspects:

  • Is the email engine up and running? Yes, no time outs or bottlenecks there.
  • Are the records stuck in the email message form? No, that’s not it.
  • Let’s try recycling the email engine services. That didn’t help…

Using our data mining and analytics tool, TrueSight IT Data Analytics, we were able to dig into the log files surrounding the latency events and discover a filtering error. We quickly deployed a fix and ultimately prevented their server from an inevitable crash.

But here’s the best part. With IT Data Analytics, we were able to search for other instances of that error across our customer base, and we identified five other customers suffering from the same issue. We extended the fix to those customers before they even knew there was a problem – avoiding several future service disruptions and the frustrations that go along with it (both from the customer and the IT teams supporting them.) The automated nature of the root cause analysis in TrueSight IT Data Analytics allowed us to get all six environments healthy in 24 hours. This would have taken days or weeks to fix manually and would only be fixed if the customer noticed they were missing notifications and happened to report them.

This ‘one to many’ approach of proactive end-user experience management is the only way to realistically combat the problems brought on by the crescendo of complexity that accompanies the digital evolution. It’s the only way to quell the noise.

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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Nandu Mahadevan

Nandu Mahadevan

With 20 years of experience in information technology, Nandu Mahadevan is Vice President of SaaS Operations and currently runs all back office operations for BMC Software, including BMC Remedy On Demand with Analytics, MyIT, Virtual Agent, and Smart IT. He previously held other senior management positions within BMC focused on improving IT efficiencies, optimizing costs, and delivering high-value program initiatives. Results-oriented and innovative, Nandu began his career in engineering and project manager roles prior to BMC. He holds a bachelor of science degree in mechanical engineering, an honors diploma in systems management, and has completed CIO and CTO courses at the Stanford Graduate School of Business.