EBusiness Assurance Ian Manton European BDM eBusiness Assurance Managing the End User.
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Transcript of EBusiness Assurance Ian Manton European BDM eBusiness Assurance Managing the End User.
eBusiness Assurance
Ian MantonEuropean BDM eBusiness Assurance
Managing the End User
Agenda
Background Vodaphone solution Solution components
The Emerging Industry Challenge
SLA
SLASLA
Telecommuters
ASP / ISP
SLA
SLA
Small Business
Sales
SLA
SLA
Home Office/Consumers
Intranet
Company BCompany B
BizProcess
SLA
SLA
Company ACompany A
BizProcess
The Customer Counts!
Drive to Improve the customer experience Competitive edge Customer loyalty
Customer service Delivery Ease of use Maintenance Enhancement
Customer Service: Key Issue for e-Commerce
“Quality of service will ultimately separate on-line winners and losers.”
Frank Lallos, Gomez Advisors - quoted in USA Today
“In 1999 the most important trend driving the growth of Internet commerce will be customer service. As the novelty of online sales wears off, customers will start to demand performance.”
Jerry Kaplan, CEO, Onsale - quoted in Internet World
“40% of customerssaid poor performance
caused them to leave...”-Jupiter Communications
“65% of e-businessTransactions are not completed”
-NetEffect Survey USA Today
Customer Feedback
The Cost of Slow eBusiness The Cost of Slow eBusiness Response Time Response Time (Zona Research)(Zona Research)
Market SegmentMarket Segment Est Monthly LosesEst Monthly Loses
Securities TradingSecurities Trading $33.3 M$33.3 M
Travel BusinessTravel Business $28.0 M$28.0 M
Book PublishingBook Publishing $11.7 M$11.7 M
GroceriesGroceries $ 7.5 M$ 7.5 M
Personal FinancePersonal Finance $ 3.8 M$ 3.8 M
Recorded MusicRecorded Music $ 3.6 M$ 3.6 M
Responses to Poor Service
What will your customers do?
Wait ?Contact your Callcenter ?Send an email ?Leave and maybe never come back ?
Industry Challenge
The challenge of speed -
Sustainable Sustainable speedspeed ! !
Against ...Against ...Changing Environments
Rapid technological changes
Driven by customer needs / Wants
Rapid response to competition
Outsourcing
Important Industry Needs
Metrics Availability End-user response time Application Usage Browse time/Think time
Decision Support What do the metrics mean? What should I do?
Links to other System Management Tools
Managing End-user Experience
Vodafone
Largest Market capitalisation of UK Companies
Fiercely competitive market “Change” is a constant Maturing market - need new
differentiator Mergers & Acquisitions
Customer Service
Vital ingredient Provided by
Vodafone Retail - High Street Stores Vodafone Corporate - Business Customers Vodafone Connect - Dealer Network
Vodafone Central Services Support all three units
Gemini Application
Core IT Support for Call Centres 5,700 Call Centre Staff supporting 2.1
million active users
Central to the success of Customer Service Operation.
Response Time Management
Implemented ETEwatch for Citrix Real “End-User” Experience Crucial in determining behavior and
response times Provided RIGHT information so that
actual plans to realise gains could be made
Non intrusive to application
Reporting Solutions
eBAN Network services Information that Call Centre Managers
can access immediately Direct contact with performance
indicators Enables development effort to be made
where it will count most Finds “the needle in the haystack”
CandleNet"e-business at the speed of light."
CandleNet ETEWatch
End user response time and activity monitoring
CandleNet ETEwatch
End user assurance Monitors response times and Activity Segmented
— End user / Network / Application
Solutions for …. Browsers, Lotus Notes, SAP/R3, Peoplesoft,
3270, Citrix Metaframe, More coming soon...
C&S customisation for user applications
ETEWatch-How is it Done?
Windows 95 / 98Windows 95 / 98oror
Windows NT OperatingWindows NT Operating SystemSystem
ETEWatch ClientETEWatch Client
Windows Windows ApplicationApplication
Windows Windows ApplicationApplication
Windows Windows ApplicationApplication
Windows Windows ApplicationApplication
Windows Windows ApplicationApplication
Windows Windows ApplicationApplication
Response TimeResponse TimeCapturedCaptured
ETEWatch Data Storage
ETEWatch Servers ETEWatch Servers Can Feed Data to Can Feed Data to Multiple Data StoresMultiple Data Stores
ETEWatch ServerETEWatch Server
ETEWatch ClientETEWatch Client
ODBCDatabase
Flat File
Candle'sResponse
TimeNetwork
BROCK Response Time
0
1
2
3
4
5
6
Mon Tue Wed Thr Fri
Week of January 12, 1998
Ave
rage
Res
pons
e Ti
me
(sec
)
Santa Monica
Oakbrook
Camberley
CandleNet eBA Service Monitor
True web based end user response time and activity
monitoring
Applet computes Page Access Time plus Browse time
Internet
End User Assurance monitoring
…provides a comprehensive set of metrics about the response time experienced by your online customers.
CandleNet eBA Service Monitor
eBA ServiceMonitor Reports
CandleNet eBusiness Assurance Network
CandleNet eBusiness Assurance Network
Service Level Management Service Management Trending Capacity Planning End User Management
Measuring The Effectiveness Of Change Enterprise-wide Management Reporting
CandleNetCandleNet
eBusiness AssuranceeBusiness Assurance
NetworkNetwork
CandleNetCandleNet
eBusiness AssuranceeBusiness Assurance
NetworkNetwork
!CandleData Collection and Reporting
Business Business ApplicationApplication
Business Business ApplicationApplication
Business Business ApplicationApplication
Response Response Time ReportsTime Reports
Response Response Time ReportsTime Reports
ETEWatch Data
ETEWatch Data
eBA service monitor Data
Reports Queries OLAP
?
Reports Queries OLAP
?
E-Business AssuranceMeasuring e-Business Customer Experiences
Analyzing e-Business Customer Experiences