End-user experience monitoring

Gartner defines End User Monitoring (EUM) as the capture of data about how end-to-end application availability, latency, execution correctness, and quality appear to the end user.

The aim of the end user experience monitoring is to control the performance of business-critical applications from the perspective of the end user. The objective of this monitoring approach is to ensure the quality of the key IT services. The End user experience is the result of a combination of your browser, network, and server latency. So, monitoring just one of these components such as the server side latency cannot give you the holistic picture of the state of your application.

According to Gartner, End User Experience Monitoring is one of the five dimensions that an APM tool vendor needs to deliver. The other four dimensions that have to be delivered by an APM vendor are:

  1. Runtime application architecture discovery modeling and display
  2. User-defined transaction profiling
  3. Component deep-dive monitoring in application context
  4. Analytics

Why is End User Monitoring really important?

Nowadays, companies are increasingly relying on IT services – such as web applications and websites. Therefore, slow or unstable performance, availability andresponsiveness, are not optional. On the contrary, they are the key to business survival.

For these reasons, companies are constantly struggling to deliver a fast and uninterrupted experience to end users and, therefore, high quality of the IT service. Performance issues can jeopardize employees work. If the performance isn’t optimized, the employees’ productivity drops and costs increase. For example:

  • One second increase in page load time for Amazon translates into a 1% drop in sales (about $1.6 billion in sales annually).
  • Google found that a delay of 0.5 seconds in search page load time dropped traffic by 20%.

End-user experience monitoring is fundamental to supervise IT business critical operations – such as production and sales – that can cause the company serious damages or penalties if they don’t do their job properly. E.g., goods delivery system bad performance may lead to a delivery delay as well as a loss of customers, which easily jump to competitors. Even a slight delay in page load time translates into lost revenue, poor customer satisfaction, and negative brand impact.

By the time an end-user complains significant damage has already been done. The bottom line is if your end users are not having the best experience with your application and if you have no formal tool or process in place in finding that out ahead of time, then you could very quickly lose your customers and eventually your business.

The capability to measure browser rendering time, network latency, the geographical location of your end users, the browsers and devices they are using is an integral part to accurately analyze how your end users have been experiencing your business-critical applications.


Key Benefits of End User Monitoring

With End User Monitoring, customers will be able to leverage the following features:

  • Monitor their global audience and be able to easily track end-user experience across the globe to pinpoint which geo-location may be impacted by poor Application Performance;
  • Capture the end-to-end performance metrics for all or specific business transactions;
  • Identify issues or bottlenecks anywhere in the end-to-end business transaction flow to help Operations and Development teams identify problems and troubleshoot quickly
  • Compare performance across all browsers types – such as FireFox, Google Chrome, Safari, Internet Explorer, iOS and Android