So, the word of the year 2016 was “Post-truth. Wikipedia defines Post-truth as getting information from emotion rather than facts.
While this concept seems to be linked with recent political campaigns in the UK and the US (and please remember that we are Swiss, i.e., neutral …), it also pertains to running collaboration servers.
Users are complaining and it is easy to disregard as typical ranting from unappreciative colleagues. Your role as an IT professional is to manage a service, and the only measurement that matters is user satisfaction. And don’t tell me that you never complained about them or I won’t believe you.
This is why the best companies communicate with their users in terms they understand. Key Performance Indicators are important to internal IT teams, but users need to be informed on the quality of service delivered to them in plain language. Companies that have this discipline (as well as the appropriate tools) are aware of how applications are used, measure their performance and can calculate the overall return on their investments.
This is the idea behind our GSX Robot Users. These are small background services which will regularly perform the same tasks that users would: open an email, attach a file, place a PSTN call, send an instant message, open a SharePoint site, post a comment, etc.
The ease of deployment of Robot Users enables you to use them in all your locations easily and gain the ability to assess levels of service in terms users can understand. So, no emotion, no Post-truth. Then, Gizmo enables you to analyze what is affecting the level of service and take corrective actions.
Having hybrid or full deployments on the cloud makes this analysis even more relevant. Gartner Group has published a Research Note called “Monitoring the move to Exchange online”. (If you have a Gartner subscription, have a look at it or just buy this note which is available here).
This note spells out the new responsibilities of collaboration architects and admins, what Microsoft is doing with Office 365, and what affects the level of services after leaving the Microsoft domain. It also identifies typical use cases which are included in GSX Gizmo for hybrid Office 365 deployments: Network Checks, DNS resolution, ADFS and Azure-AD connect management. Keeping tabs on these areas remains your responsibility and impacts service regardless of the work performed by Microsoft on Office 365.
By the way, GSX just earned a Gold Rating from industry publication MSExchange.org, the top product review rating given by the site. The GSX Robot User received accolades as a “killer feature” for IT professionals. You can read the full product review here.
So, now you can have all the tools needed to separate user emotions from tangible facts. You can start 2017 monitoring in a way that ensures satisfactory adoption of platforms and measurable objectives.