End User Monitoring: A Check-up in Real Time
End User Monitoring: A Check-up in Real Time
Just how important is end user monitoring to your organization's success?
When you transact business online, the experience can either be an invaluable convenience or an off-putting ordeal. Tracking the difference, from an IT perspective, is end user monitoring.
If a customer lands on your site, you need to know that they are going to stay there. And with so many competing sites, all the variables need to be considered. Is your page loading fast enough? Does it freeze when clicking through options, or slow down during transactions? Any of these can send the customer scrambling to a competitor's site.
Aside from sending customers elsewhere, latencies and drags can prevent a customer from ever finding your site. Google has started using response time as a metric in their ranking algorithm. If you are experiencing a site load latency, customers may not be able to find you in the first place. According to Google, a load latency as short as half a second can affect search ranking and seriously impact business. Google determined this by slowing their own site's load time and recording user activity. When the introduced latency caused response time to slow by just 400 milliseconds, site use dropped six percent!
Perhaps you operate an online portal that helps vendors find and sell a producta sort of a middle-man site. The product can be anything: automobile insurance, airline reservations, even concierge services. Let's say that this portal normally drives 100,000 transactions in a 24-hour period, and that these transactions are your main source of revenue. Now imagine that vendors are suddenly unable to load your portal. The site might time out at 30 seconds or so, and you've got load latencies on your hands averaging 40 seconds or more. Vendors can't wait around for you to fix the portal; they might have a client on the phone looking to make a purchase. So the vendor goes elsewhere.
Now, imagine you're unaware this is even happening for 30 minutes. How many of your vendors just turned to your competitor to fulfill their needs?
The aim of end user monitoring, then, is to gather real-time data about what the customer experiences on your site and to proactively ensure outages do not occur. Several things need to be understood, including:
Site load time; how long does the browser need to render your page?
Transaction travel time; how long exactly is the round-trip journey from the click at the desktop through the infrastructure and back?
The time it takes your data center to process the user's request.
The network delay between the end-user and the data center.
The information obtained by conducting thorough, ongoing end user monitoring is beneficial for both IT as well as the business units that are carrying P&L responsibility on the online service or product offerings. Both groups need to know exactly what's going on every time a button is clicked, an item is purchased, a page is loaded, a transaction executed, or when a failure occurs at any time during this process.
End user monitoring can help identify latencies in real time, as soon as they arise, so your IT staff can take immediate action to ensure good customer service and to prevent loss of revenue.
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