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Are Your End Users Doing Your QA?

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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

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Systems with

1000+ users create

60-150 support tickets

per month

“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014

End Users Find Issues First

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“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

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Reactive Proactive

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Stop End-User QA in 3 Steps

Test the Platform

Understand the User

Experience

Trend, report, communicate

& improve

• Verify the entire ECM infrastructure (client to application server to database)

• Set thresholds for alerts

• Automate resolution of common issues

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Test the Platform 1

Net Benefits

• Kiss “eyes on glass” monitoring goodbye

• Accelerate problem identification & remediation

• Keep applications running & revenue flowing

Testing Key Components & Processes

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Testing Key Components & Processes

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“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

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“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

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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

End-User Experience Dashboard

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End-User Experience Dashboard

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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.

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.

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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

Scorecard Views of KPI’s

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Scorecard Views of KPI’s

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Scorecard Views of KPI’s

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October 2010

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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.

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.

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

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Beyond a Happy End User; Meet Business Priorities

Top Technologies For Your BT Agenda, Forrester Research, Inc., July 29, 2014.

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Who is Reveille Software?

Provider of application management for ECM

for 10+ years to 400+ organizations

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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

Thank You Take a Product Tour:

http://reveillesoftware.com/product-tour/

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