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Your Responsibilities | Questions Answered | Features and Benefits |
- Negotiates SLAs for end user response time
- Accountable to customers for meeting
- negotiated application performance service levels
- negotiated quality of experience levels for application end-users
- Manages an IT team responsible for delivering on customer expectations
| - Are service level agreements being met?
- Is end-user demand exceeding capacity now or in the future?
- Where have we experienced the most business impacting problems?
| - Know about problems that may affect end users or SLAs before they are impacted
- Quick problem isolation to the contributing internal and external domains
- Know which backend applications and components problems are impacting end users and SLAs.
- Provide seamless collaboration of cross-domain teams to solve a problem
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Your Responsibilities | Questions Answered | Features and Benefits |
- Management of System/Application events
- Logs events, determines impact and priority, assigns owner
- Includes events that may impact end user experience
| - How is business being impacted by an event?
- What priority should be assigned to this event?
- Who should be assigned to handle the event?
- Which users and how many are being affected?
- Is the problem widespread or limited to certain geographies?
- Is someone already working on this problem?
- Did something happen in the infrastructure that would be directly related to this incident?
| - Consolidate end user related events under business service containers
- Know how to prioritize event importance based on what SLAs and which end users will be affected
- Know which cross domain teams should be assigned ownership of the event
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Your Responsibilities | Questions Answered | Features and Benefits |
- Management of end user response time issues
- Logs incidents, determines impact and priority, assigns owner
- Performs triage to work around or higher level support
| - What happened in the user’s session leading up to the problem?
- What did the user actually see?
- What users and how many are being affected?
- How is business being impacted by this incident?
- Is someone already working on this problem?
- Did something happen in the infrastructure that would be directly related to this incident?
| - Know about problems that may affect end users and their status before they call
- Expedite symptom triage process with end-user by having recorded session activity
- Know how to prioritize incident importance based on which end users are affected
- Know which cross domain teams should be assigned ownership of the problem
- Provide detailed end user session activity to problem owners for further analysis
- Validate that end user problems have been corrected without contacting the end user
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Your Responsibilities | Questions Answered | Features and Benefits |
- Investigates and produces permanent resolution to problems
- Helps find work-a-rounds to new incidents
- Manages applications to reduce incidents related to end user experience
| - How many times has this problem happened in the past?
- What was the impact of the problem on business services and end users?
- Who/what was affected?
- Was the problem related to client/user, network, or backend processing?
- What technology domains contributed to the problem?
- What were the specific error messages the user received and what steps did they conduct leading up to the problem?
| - Provide proactive alerts to issues that may affect end users—provides more time for correcting the problem before it impacts end users or the business
- Provide session replay to quickly understand end-user symptoms leading up to a problem that is currently affecting users—provides faster diagnosis
- Provide deep dive diagnostics enable faster discovery of the root cause of a problem
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Your Responsibilities | Questions Answered | Features and Benefits |
- Promotes collaboration and common objectives between IT Ops and Line-of-Business
- Understands the business need to influence outcomes related to online end-user behavior, priorities and satisfaction levels
- Understands the IT need for visibility into end-user availability and response time to ensure performance and availability service levels
| - What do my conversion/adoption rates look like?
- Why are we losing people at step three in the transaction?
- How does conversion/adoption rate vary by browser type, product type, user class, or geography?
- Which users would be more likely to take advantage of a new promotion?
- How can I stop revenue leakage from an identified issue? How much have I already lost?
| - Analyze brand related metrics and conversion rates
- Analyze SLA and cost related metrics
- Analyze user productivity, efficiency and effectiveness
- Understand user demand for applications
- Understand end user effectiveness in interacting with applications and their preferences
- Gather and analyze revenue-specific metrics
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