SAP User Experience Management by Knoa - sapsa.se · Optimize performance ... End User Experience...
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SAP User Experience Management by Knoa
Transcript of SAP User Experience Management by Knoa - sapsa.se · Optimize performance ... End User Experience...
SAP User Experience
Management by Knoa
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2
Knoa Software Overview –
An Important SAP® Solution Extension Partner
Knoa is a leader in user experience management
20% of the Fortune 50
Hundreds of global 5000 customers
Optimize performance – realize value
Receive the full value of your application software
investment• Strong ROI makes it compelling
• Solution sets for IT service, IT operations, education
and line of business
• SAP UEM by Knoa
• Performance at the desktop – system and user
• Agent architecture for cloud and on-premise
• Automation powers our analytics
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3
Knoa: Who We Are
Knoa is the leading global provider of end
user experience management solutions
Many of SAP’s largest customers
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4
So What & Where is the ‘The Visibility Gap’?
Infrastructure
Monitoring
IBM, HP, CA
Complete management
of storage, database,
application servers and
network components.
Application
Monitoring
SAP Solution ManagerInsights into SAP activitylevels at the application
transaction level.
CA WilyApplication testing tools
for quality, scalability andavailability
End User
Experience Monitoring
SAP UEM by KnoaWhat’s really happening where
it counts – at theDesktop, at the moment
of execution bythe end users
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5
Knoa – An SAP Solution Extension Partner
Knoa is a leader in User Experience Management
20% of the Fortune 50/ Hundreds of global 5000 customers
Technology &
Communication
Life Science &
Health Care
CPG & Food
Service
Utilities
Energy
Paper & Packaging
Building/Construction
Industrial &
Chemical
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6
Four High Value Solution Sets
IT Service Desk & Functional Support
• Reduction in MTTR to
Diagnose and Resolve
Problems
• Pro-Active Support
Call capture
1st level
2nd & 3rd level
Center of Excellence
Application Support
• Change management
• Validate SLA
• Rapid diagnosis,
Prioritization, Resolution
• Application
Rationalization
Key Apps
CRM
ERP
Financials
Training &
Education
• Target Training
• Optimize Training
Delivery
• Measure Training
Effectiveness
Over Time
ERP
Financial
CRM
Line of Business
• Application Adoption
Application Use
Best Practices
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7
Aggregate
SAP UEM by Knoa Operational Process
Monitor Take Action
• Drive adoption
• Drive efficient use
• Resolve IT issues
• Eliminate user errors
• Reduce support calls
• Reduce MTTR
Track business process and user activity with no impact on user and highly accurate data –including the 91%
Analyze, drill-down, alert – 100% coverage including customizations
Realize value and optimize performance
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© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8
What Metadata are being captured…
Knoa EPM User Experience Monitoring
Application
User Logon
Application
Usage
Module and
Screen
Usage
Dialog Usage
Other
Contexts
(e.g., panels)
User
Operation
Response
Time
System
ErrorsUser Errors
Workflow
Extract
Info
Messages
All Application Transactions – Screens – Buttons
User/Computer Monitoring
Windows LogonsHost Name
IP Address
Location
Time Zone
User Attributes
(LDAP/AD)
Demo Session
Thank You!
Javier Biurrarena, MBA
Sales Director EMEA & MEE
Knoa Software
November, 2014
T. +43 6644257556
Stephen Budd
Head of EMEA Presales
Knoa Software
November, 2014
T. +44 7984592443
