Gartner Digital Experience Monitoring

Market Guide for Digital Experience Monitoring

Get ahead of the service desk by identifying digital experience gaps before they become a ticket number

Read the Gartner Market Guide

Improving the end-user experience is a strategic part of digital transformation, yet I&O is losing direct control of infrastructure and applications. I&O leaders must use digital experience monitoring to optimize business transactions and customer journeys regardless of where workloads reside.

Key Findings

  • Traditional monitoring practices and technologies are limited in their ability to effectively monitor the end-user experience, limiting I&O leaders’ ability to  identify and impact digital experience performance gaps.
  • I&O leaders often deploy monitoring tools that are domain-centric and do not provide perspective on the overall user experience, resulting in a focus on the wrong areas.
  • Most end-user experience issues are discovered by reacting to service desk incidents,undercutting I&O leaders’ initiatives to respond to and correct issues more quickly.


I&O leaders focused on infrastructure, operations and cloud management to optimize end-user experience should:

  • Provide business-level context by using DEM technologies that monitor the performance of applications from the end-user perspective.
  • Augment traditional, domain-centric tools by deploying AIOps and DEM together to detect patterns in the data that lead to greater insight into experience and help improve users' satisfaction.
  • Monitor end-user experience proactively by enabling DEM to track the most critical transactions and customer journeys and prevent impact to their users.

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Gartner Market Guide for Digital Experience Monitoring by Federico De Silva, Sanjit Ganguli, Charley Rich
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