Are Your End Users Doing Your ECM QA?
It’s no wonder ECM adoption is a struggle for so many organizations. According to a recent survey, 72% of organizations rely on support calls or logged incidents to find problems in their ECM system. Relying on end-users to report issues not only results in a vicious cycle of fire-fighting but also lost productivity and poor user satisfaction. This slideshare discusses: •The three (3) steps you need to take to get ahead of issues and ensure your end users are NOT doing your QA •Real-life case studies of how companies improved customer satisfaction and kept their Tier 1 applications running at optimal levels •Industry statistics that may surprise you Revealing ECM Industry Statistics: •72% of organizations rely on support calls or incidents to alert them to system problems •Systems with 1000+ users create 60-150 support tickets per month •Only 16% of organizations are able to proactively prevent performance issues for 80% or more performance incidents. •More than 74% of all business service related issues are reported by the end users. •End-to-end visibility into application performance is 89% more likely to prevent incidents where IT is not aware of the problem, prior to end-user complaint. The only way to move from a constant reactive state is to get proactive in the management of your ECM applications. This can be achieved in three steps (Reveille screenshots provided to show each step in action): 1. Test the ECM Platform •Verify the entire ECM infrastructure (client to application server to database) •Set thresholds for alerts •Automate resolution of common issues Net Benefits •Kiss “eyes on glass” monitoring goodbye •Accelerate problem identification & remediation •Keep applications running & revenue flowing 2. Understand the End-User Experience •Don’t just rely on tests; measure real end user experience •Quantify what “slow” means •Set thresholds for internal alerts Net Benefits •Understand usage volumes for capacity planning •Reduce time recreating issues •Decrease user complaints 3. Trend, Report, Communicate and Continuously Improve •Identify and track key performance metrics •Evaluate KPI trends over time •Provide detailed reports to ECM team and roll-up reports to LOB and other stakeholders Net Benefits •Take the fire hat off and provide strategic recommendations •Reduce the burden on your application support team; focus on higher value priorities •Boost team morale with success Real-life use cases discussed, with results including: •Reduced trouble tickets by over 50% •Proactively identified issues prior to end-user discovery/impact •Eliminated upgrade bottlenecks with KPIs •Reallocated 2 FTE’s to higher priority work •Time to resolution decreased for 30 minutes to 10 minutes •Reveille addressed resource constraint Reveille has been in business for 10+ years, providing ECM application management to
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- 1. 1 Are Your End Users Doing Your QA? user/ReveilleSoftware @ReveilleSoftwre company/Reveille-Software /ReveilleSoftware
- 2. 2 “Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014 72% of organizations rely on support calls or incidents to alert them to system problems
- 3. 3 Systems with 1000+ users create 60-150 support tickets per month “Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
- 4. End Users Find Issues First 4 “More than 74% of all business service related issues are reported by the end users.” - Forrester “End-to-end visibility into application performance is 89% more likely to prevent incidents where IT is not aware of the problem, prior to end-user complaint.” – TRAC “Only 16% of organizations are able to proactively prevent performance issues for 80% or more performance incidents.” - TRAC
- 5. Reactive Proactive 5
- 6. Stop End-User QA in 3 Steps Test the Platform Understand the User Experience Trend, report, communicate & improve
- 7. •Verify the entire ECM infrastructure (client to application server to database) •Set thresholds for alerts •Automate resolution of common issues 7 Test the Platform 1 Net Benefits •Kiss “eyes on glass” monitoring goodbye •Accelerate problem identification & remediation •Keep applications running & revenue flowing
- 8. Testing Key Components & Processes 8
- 9. Testing Key Components & Processes 9
- 10. 10 “Reveille allowed us to reallocate 2 FTE’s to higher priority tasks and reduced manual overhead by 70 hours per week.” Global Insurer | Reveille for EMC Captiva SITUATION •High number of help desk calls •Reactive mode with no capture-specific visibility •Existing, numerous infrastructure management solutions Global Insurer
- 11. 11 “Reveille allowed us to reallocate 2 FTE’s to higher priority tasks and reduced manual overhead by 70 hours per week.” Global Insurer | Reveille for EMC Captiva RESULTS •Reduced trouble tickets by over 50% •Proactively identified issues prior to end-user discovery/impact •Eliminated upgrade bottlenecks with KPIs •Reallocated 2 FTE’s to higher priority work Global Insurer
- 12. 12 Understand the User Experience 2 •Don’t just rely on tests; measure real end user experience •Quantify what “slow” means •Set thresholds for internal alerts Net Benefits •Understand usage volumes for capacity planning •Reduce time recreating issues •Decrease user complaints
- 15. 15 Life Sciences | Reveille for EMC Documentum SITUATION •Reliant on Documentum to process/access regulated documents •Enterprise monitoring tool didn’t provide needed Documentum-specific insight •Alerted to application “slowness” by end-users; ~30 minutes to identify issues •Did not have enough resources to truly manage Documentum International Pharmaceutical Co.
- 16. Life Sciences | Reveille for EMC Documentum RESULTS •Proactive alerts enable company to fix issues before end-user impact •~Time to resolution decreased for 30 minutes to 10 minutes •Reveille addressed resource constraint by providing 24/7 management of Documentum International Pharmaceutical Co.
- 17. 17 Trend, Report, Communicate & Improve 3 •Identify and track key performance metrics •Evaluate KPI trends over time •Provide detailed reports to ECM team and roll-up reports to LOB and other stakeholders Net Benefits •Take the fire hat off and provide strategic recommendations •Reduce the burden on your application support team; focus on higher value priorities •Boost team morale with success
- 18. Scorecard Views of KPI’s 18
- 19. Scorecard Views of KPI’s 19
- 20. Scorecard Views of KPI’s 20 October 2010
- 21. 21 Engineering & Construction | Reveille for IBM FileNet P8 SITUATION •Lacked visibility into who was doing what with project documents •Current monitoring solution very manual process •Lacked quantitative usage measurements of high-investment, business critical applications and systems •Highly regulated environment Global Engineering & Construction Co.
- 22. Professional Services | Reveille for IBM FileNet P8 RESULTS •Deep insight into end-user transactions helps with root cause analysis •Proactive alerts help them catch issues in their infrastructure early; before business impact Global Engineering & Construction Co.
- 23. Use management information to eliminate future problems and war room meetings Prevent End-User QA in 3 Steps Test the Platform Understand the User Experience Trend, report, communicate & improve Leverage testing to ensure your system is available and performing as you expect Manage end user experience – understand what “slow” means 23
- 24. Beyond a Happy End User; Meet Business Priorities Top Technologies For Your BT Agenda, Forrester Research, Inc., July 29, 2014. 24
- 25. Who is Reveille Software? Provider of application management for ECM for 10+ years to 400+ organizations 25 EMC® Documentum® EMC® InfoArchive EMC xCP and xCP-based applications EMC® Document Sciences® xPression IBM® FileNet® P8 IBM® Content Manager® IBM® Datacap Kofax® Microsoft® SharePoint® Key Partnerships Solutions For Meet Our Customers IBM Business Partner
- 26. Thank You Take a Product Tour: http://reveillesoftware.com/product-tour/ 26 user/ReveilleSoftware @ReveilleSoftwre company/Reveille-Software /ReveilleSoftware