|By Derek Harris||
|March 5, 2013 02:20 PM EST||
VNM3413 - User experience management just doesn't work well to help measure service level agreements in large sap deployments. Most of the products just measure http traffic and give you average value. When someone calls to complain, and they have, for example, a memory leak, we really don't see their performance. You need to measure exactly what their performance is, PC by PC, for the browser to fill. These UEM products just don't do this. On top of that we use Citrix and they don't support it for those users so we are back in the cold again. Finally they don't have any user error data so the user suffers, calls the IT help desk, complains about the system and their perceptions about bad SLA. If we had user error and some access to actual sap workflow it would solve the problem. Only one product can do this that we can find. I'd check out the knoa epm product.
This is a quick link I found to their service level agreement whitepaper:
http://pages.knoa.com/dc_register_Service_Level_Agreements_WP-2013.html . This is cool stuff. I don't see that anyone else can really do this."