Summary

This scenario outlines a typical day for an end-user computing (EUC) managerIt shows how they use 1E Experience to monitor their overall Experience score, drill-down to view details and finally pinpoint the devices with the worst scores - so they can take action to improve their end-users' experience.

On this page:

A typical day for the EUC Manager

The EUC Manager is concerned with how the network performs for their end-users. They are constantly looking to improve stability, responsiveness and performance so that their end users are happier with the IT Service they receive.

Looking at the Experience Overview page

To start their day the EUC manager loads up their Experience application and looks at the Overview page. Here they check the latest Experience score to see how their network is doing overall right now. The score of 81.4 is looking good, but is there anything more they can do to improve service? Checking the Compared to section of the Experience Latest Score tile, they can see that in general the Latest Score measures favorably against the results from 7, 30, 60 and 90 days ago, which is good. The EUC manager will be interested in how the scores changed, particularly if the scores are decreasing - since this would be indicative of a problem.

So is there anything in the makeup of the latest Experience score that they need to investigate?

The Overview page

Looking at the constituent scores

Clicking on the Experience - Latest Score tile drills down to display the constituent scores on the Categories page. Here the EUC manager checks the Stability, Responsiveness, Performance and Sentiment scores. Scanning across, the Sentiment - Latest Score of 66.7 is ok, but lower than the others. The comparisons with 7, 30, 60 and 90 days ago is still favourable - but the lower Sentiment score, is this an indication of an issue that may be affecting end-user sentiment?

The Categories page

Investigating Sentiment

Clicking on the Sentiment - Latest Score tile drills down to the Sentiment page, here the EUC manager can drill down again by clicking on the same tile.

The Sentiment page

Reviewing the Poorest Devices

On the User sentiment page the EUC manager can see that there are some low scores in the Poorest Devices tile, so they decide to take a closer look.

User Sentiment page

Zooming in on the lowest score

Clicking on the View Detailed Data button on the title of the tile opens the User sentiment Score panel. Here the EUC manager quickly identifies that there's one device that seems to have a much lower score than the others. 

Poorest Devices details

Investigating the Metrics for a particular device

Clicking on the name link for the device on the User sentiment Score panel displays the Devices page showing details of the selected device. On the Metrics table they scroll down and see that there are issues reported for the device related to the System startup, specifically the Operating System Boot time - where the score is only 10. They can also see that this is affecting the User sentiment for the device. At this point they could click the Explore button and investigate the issue further using Tachyon's realtime system, or assign the task to one of their IT team. Whichever they choose, they are now ready to take action.

The Devices page for a particular device