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.

Recommendations

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.

To read the rest of the Market Guide for Digital Experience Monitoring complete the form on this page. 


 

Logo Gartner

Gartner Market Guide for Digital Experience Monitoring by Federico De Silva, Sanjit Ganguli, Charley Rich
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.