GSX Blog

As APM shifts to DEM, the time is now to focus on end-user experience

Posted by Clementine Crozier on Thu, Sep 14, 2017


The increased complexity of today’s IT infrastructure has made old methods of application performance management insufficient. Previously, simple back-end metrics were enough to measure whether service was being provided to end-users quickly and securely. Today, more sophisticated analytics and measuring tools are required to stay ahead of performance issues to ensure end-user satisfaction.

In fact, the changes are so advanced that Application Performance Management, short APM, is morphing into what enterprise companies are calling DEM, or “Digital Experience Management” to reflect the larger emphasis on user experience.

Gartner defines Digital experience monitoring (DEM) as an availability and performance monitoring discipline that supports the optimization of the operational experience and behavior of a digital agent, human or machine, as it interacts with enterprise applications and services. For the purposes of this evaluation, it includes real-user monitoring (RUM) and synthetic transaction monitoring (STM) for both web- and mobile-based end users.

GSX has long been a leader in APM by taking this DEM approach. End-user experience has always been at the heart of the GSX offerings, and advancements in infrastructure have made end-user testing crucial to delivering the best experience. That’s why we created the GSX Robot User, an agile piece of software that tests the user experience from any device, anywhere on the globe. They constantly check application performance, simulate end-user scenarios, and diagnose network latency so that Administrators are notified before the issue reaches users. The GSX Robot User fits into our larger Monitoring and troubleshooting offering, and is a crucial part of what makes GSX an enterprise leader.

According to Data Center Knowledge, IT issue resolution consists of four phases -- detecting the problem, diagnosing the problem, fixing the problem, and verifying that performance levels have returned to normal. This process can be disjointed for many IT administrators, requiring different services or applications to identify, test, and solve issues such as latency. With GSX, the process of issue resolution is wrapped into one easy-to-use interface that allows administrators to efficiently resolve what impact the end-user experience.

The rising complexity of IT infrastructures shows no signs of slowing. Mobile devices, plug-ins, and third-party applications will continue to require a cohesive monitoring strategy at the enterprise level. Simultaneously, end-user demands for seamless experiences is at an all-time high. With this in mind, a focus on “digital experience management” will prove beneficial for companies as they face this next phase of ensuring end-user satisfaction.

GSX provides out-of-the box monitoring to ensure all business-critical applications are performing the way they should at all times, ensuring smooth and uninterrupted service delivery.
At the core of GSX's mission is the end-user experience, ensuring exceptional user satisfaction within complex on-premises, hybrid, and cloud scenarios. 


Tags: Application Performance, Office 365, APM, End user Experience, Office 365 Administration, DEM, Digital experience monitoring