IT Brief New Zealand logo
Technology news for New Zealand's largest enterprises
Partner content
Story image

How UX monitoring can transform remote access technologies

By Nick Forrester
Mon 7 Dec 2020
FYI, this story is more than a year old

Technologies that support remote access to IT desktops, servers and applications have become some of the most essential tools used by businesses, governments, schools, private individuals and countless others in 2020. 

To maintain business continuity and strict social distancing mandates amid a global pandemic, digital workspaces and remote working models have become exceedingly common throughout the world. Even traditional businesses that have not embarked on large-scale IT initiatives have had to abruptly transform their ways of working.

Citrix Virtual Apps and Desktops, VMware Horizon, AWS Workspaces and AppStream, and Windows Virtual Desktops are just some of the technologies that enterprises are using to support remote employees and workers. 

The abrupt changes that the pandemic has caused in workstyles has meant that most enterprises were not prepared. Some had not even thought of employees working remotely and connecting to their networks. Others had planned for a small portion of their employees working remotely—very few expected 100% of their workers to be remote. 

As organisations started deploying and expanding their use of remote access technologies, user experience (UX) suffered, as many organisations were not adequately prepared to roll out virtualised applications and desktops. 

Users complaining about slow logins, session disconnections, slow screen refreshes, and more have been common. As IT support teams also have had to be remote, the problems have been magnified. 

An antidote for this problem has been much needed — because for remote employees to be productive, the technology they work with has to be reliable.

Conventional IT monitoring tools are not designed for virtualised applications and desktops. Also, these tools have often emphasised on monitoring server hardware and resources (CPU, memory, disk, etc.). 

In the changed circumstances, with the focus on user experience, what organisations need is user experience (UX) monitoring. With proactive measurements of what a user is seeing, IT support teams can learn if their users are not productive, even before they get calls to the helpdesk from users. 

Knowing that there is an issue is one part of the problem, but then where is the root cause of the problem? Troubleshooting application slowness issues can often take several hours. With users connecting from wireless networks at home and with spotty internet connections, the problem could even be in their home network! 

The UX monitoring solution

This is where eG Enterprise from eG Innovations comes in. Since 2003, eG Innovations has been working with remote access (or end-user computing technologies as they are sometimes called) of different kinds. According to the company, making UX central to the monitoring strategy is key to the success of digital workspace initiatives, and this is what eG Enterprise does. 

The performance monitoring, diagnosis and reporting functions that eG Enterprise provides have become all the more critical with the broader usage of remote technologies and the need to ensure that users remain satisfied and productive.

So how can IT administrators benefit from eG Enterprise? eG Enterprise takes a four-step approach to UX monitoring. 

Monitor all aspects of UX

Unlike web applications, there are many facets to a remote worker’s user experience. 

  • What is their logon time? 
  • When they click on an application, how long does it take to launch and be responsive? 
  • When they use an application, how long does it take for a keystroke to show up?
  • What is the bandwidth they are getting over the session (this is especially important if you are using collaboration tools like Microsoft Teams, Zoom etc.)?

If you proactively measure these facets of user experience, when a user calls, you will know if the problem is specific to that user, or whether it is affecting all the users. Even better, if you are keeping track of these measurements 24x7, you can even take action without waiting for user complaints. 

eG Enterprise monitors real users’ experience by passively observing user activity. At the same time, it also supports synthetic monitoring — where software robots deployed in different locations can test the services and report if there are any changes in performance or availability.

Being able to measure and report user experience is a crucial first step for UX monitoring. But when a user experience issue is detected (e.g., logon takes 90 seconds), IT administrators need to know what is causing the problem.

Monitor every layer and every tier supporting the digital workspace service

The digital workspace infrastructure supporting virtualised apps and desktops can be complex. There will be several network and firewall tiers, load balancers, web frontend servers, hypervisors, storage devices and so on. 

Then there are the virtual desktops and the client applications. Many of these IT tiers are specialised for digital workspaces. 

IT infrastructure services like DNS, DHCP, and Active Directory are also involved in supporting user accesses. If there is a problem in any of these tiers, users will complain that their virtual desktop or virtual app is slow. 

To enable IT administrators troubleshoot user complaints quickly, it is vital to provide them with visibility into the operation of each of these tiers. A UX monitoring tool for remote access has to be able to monitor every layer and every tier of the infrastructure supporting the digital workspace service. 

Sometimes, the problem may lie outside the infrastructure and the servers you control. For instance, there may be poor connectivity from a user’s home or a problem in the public cloud that the user is accessing. UX monitoring with eG Enterprise allows IT admins to monitor these external dependencies as well.

Correlate performance across the Digital Workspace Tiers and pinpoint the root cause of problems

Finding the cause of a problem by sifting through millions of metrics collected is like finding a needle in a haystack! Tools like eG Enterprise use AI and machine learning to analyse metrics and determine where the cause of a problem lies and where the effects are. 

Colour coded topology maps are then displayed so IT admins can easily determine what steps they have to take to remediate a problem. The ROI often lies in making the user interface simple to use, so even a helpdesk engineer can determine the troubleshooting path by looking at the dashboard. This frees up the time of expert IT admin staff so they can focus on more productive areas. 

Get insights for optimisation, right-sizing and capacity planning

UX monitoring is not just about troubleshooting. eG Enterprise analyses the millions of metrics that are collected and provides insights and analytics that help admins to make informed decisions. They can perform a ‘what if’ analysis and determine how many more servers they need to support additional remote users. 

They can also get recommendations on where and in what quantity additional resources need to be added, as well as the resulting additional capacity. Using these capabilities, your IT operations team will become analytical, intelligent, and effective.  

The bottom line

UX has undoubtedly become more fundamental than ever before to a digital workspace in 2020, with the stakes becoming steadily higher. If the user experience is poor, in the best case, efficiencies and productivity will drop, users will complain, help desk tickets will increase, and the IT team will scramble to solve problems in response. 

In the worst case, users will want IT to roll back the new technologies they have introduced – be it virtual desktops, cloud computing, or virtual storage – to regain the performance levels they are used to and rely on to do their jobs.

It’s therefore essential to consider how UX can be improved. This was highlighted in a recent Gartner survey of enterprise customers, whereby 49% of respondents indicated that they had adopted Application Performance Management (APM) solutions to improve the quality of the customer/user experience. And, among the critical dimensions of APM, end-user experience monitoring was rated number one.

In the new normal, UX monitoring should be an integral part of any digital workspace deployment.

To learn more about eG Enterprise, click here.

Related stories
Top stories
Story image
Microsoft backing Māori and Pacific wāhine in tech industry
A new initiative focused on getting Māori and Pacific wāhine into the tech industry and backed by Microsoft, NZTech and the government is calling for tech companies to get involved.
Story image
Hawaiki Cable
BW Digital completes acquisition of Hawaiki Submarine Cable
BW Digital has completed its full acquisition of Hawaiki Submarine Cable, with all applicable regulatory filings and approvals now received.
Story image
Adyen expands partnership with Afterpay as BNPL payments increase
Adyen has expanded its partnership with AfterPay allowing more of Adyen’s merchants in more countries worldwide to use the BNPL provider.
Story image
Ivanti and Lookout bring zero trust security to hybrid work
Ivanti and Lookout have joined forces to help organisations accelerate cloud adoption and mature their zero trust security posture in the everywhere workplace.
Story image
Kodari Securities (KOSEC)
NFT trends and opportunities: expert reveals all
The NFT market is growing at an exponential rate, with unprecedented liquidity. Here we explore how businesses can profit.
Story image
Amazon Web Services / AWS
Databricks strengthens AWS partnership with new Lakehouse offering
Customers will experience faster onboarding and unified account administration to make building a Databricks Lakehouse on AWS easier.
Story image
Tech job moves
Tech job moves - Datacom, Micro Focus, SnapLogic and VMware
We round up all job appointments from May 6-12, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Siemens showcases new automated solutions for data centers
Siemens has implemented new automated solutions and AI in the Baltic region's largest data center, providing insight into the future of data center management.
Story image
Zerto unveils updates to ransomware recovery capabilities
"Organisations face increased risks from the volume and sophistication of ransomware attacks prevalent today."
Story image
Power at the edge: the role of data centers in sustainability
The Singaporean moratorium on new data center projects was recently lifted, with one of the conditions being an increased focus on power efficiency and sustainability.
Story image
BeyondTrust integrates Password Safe solution with SailPoint
BeyondTrust has announced the integration of BeyondTrust Password Safe with SailPoint identity security offerings.
Story image
IT budget
$20m boost for digital technologies announced
The government is spending an extra $20m over four years on its plan to transform the digital technologies industry.
Story image
Grasping the opportunity to rethink the metrics of a sustainable data centre
A data centre traditionally has two distinct operations teams: the Facility Operations team, and the IT Operations team. Collaboration between them is the key to defining, measuring, and delivering long-term efficiency and sustainability improvements.
Story image
Is video technology the future of retail?
The way we hunt for and buy products has forever changed with innovative technology designed to take customers from their initial curiosity through to purchase
Booster Innovation Fund. A fund of Kiwi ingenuity – for Kiwi investors.
Link image
Story image
Video: 10 Minute IT Jams - An update from IronNet
Michael Ehrlich joins us today to discuss the history of IronNet and the crucial role the company plays in the cyber defence space.
Story image
Palo Alto Networks says ZTNA 1.0 not secure enough
Palo Alto Networks is urging the industry to move to Zero Trust Network Access 2.0 because previous versions have major gaps in security protection.
Story image
Application Security
What are the DDoS attack trend predictions for 2022?
Mitigation and recovery are vital to ensuring brand reputation remains solid in the face of a Distributed Denial of Service (DDoS) attack and that business growth and innovation can continue.
Story image
Absolute Software expands Secure Access product offering
Absolute Software is enhancing its Secure Access product portfolio, enabling minimised risk exposure and optimised user experiences in the hybrid working environment.
Story image
A10 Networks finds over 15 million DDoS weapons in 2021
A10 Networks notes that in the 2H 2021 reporting period, its security research team tracked more than 15.4 million Distributed Denial-of-Service (DDoS) weapons.
Story image
Avaya OneCloud sees 118% ARR growth for second quarter 2022
Avaya Holdings has reported $750 million annual recurring revenue (ARR) for its OneCloud offering, up 21% sequentially and 118% from the same period last year.
Story image
Artificial Intelligence
Updates from Google Workspace set to ease hybrid working troubles
Google Workspace has announced a variety of new features which will utilise Google AI capabilities to help make hybrid working situations more efficient and effective.
Story image
Veryfi announces Mobile Receipt Capture for D2C marketing apps
Veryfi has announced a new enhancement to its portfolio, with Mobile Receipt Capture for direct-to-consumer marketing apps.
Story image
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.
Story image
Employee Retention
Company values increasingly important in post-pandemic world
New research released today reveals that company values are the new currency when it comes to employee retention in a post-covid economy.
Story image
Cybersecurity starts with education
In 2021, 80% of Australian organisations responding to the Sophos State of Ransomware study reported being hit by ransomware. 
Find out how a behavioural analytics-driven approach can transform security operations with the new Exabeam commissioned Forrester study.
Link image
Story image
Power / Energy
Keysight Technologies introduces new next-gen DPT solution
Keysight Technologies has announced its new next-generation Double-Pulse Tester (DPT) with the PD1550A Advanced Dynamic Power Device Analyser.
Story image
Why tenant consolidation is critical to cloud success
Consolidating tenants can improve cost management, security and engagement after a flurry of reactive activity following the widespread shift to remote operations.
Story image
Jabra investigates what makes an ideal hybrid work model
“The way we work has changed forever and the current state of knowledge work requires access to digital platforms and technologies to be successful."
Story image
Data Center
Preventing downtime costs and damage with Distributed Infrastructure Management
Distributed Infrastructure Management (DIM) can often be a lifeline for many enterprises that work with highly critical ICT infrastructure and power sources.
For every 10PB of storage run on HyperDrive vs. comparable alternatives, an estimated 6,656 tonnes of CO₂ are saved by reduced energy consumption alone over its lifespan. That’s the equivalent of taking nearly 1,500 cars off the road for a year.
Link image
Story image
Could your Excel practices be harming your business?
While Excel has been the de-facto standard for budgeting, planning, and forecasting, is it alone, enough to support organisations in the global marketplace that’s facing rapid changes due to digital transformation?
Threat actors are exploiting weaknesses in interconnected IT/OT ecosystems. Darktrace illuminates your entire business and takes targeted action to stop emerging attacks.
Link image
Story image
Artificial Intelligence
ANU and Seeing Machines to use AI to improve driver safety
The Australian National University and Seeing Machines have won a grant to develop AI systems monitor human behaviour while driving.
Story image
Microsoft unveils adaptive accessories for disability access
Microsoft is introducing an expansive Inclusive Tech Lab to give people with disabilities greater access to technology through new software features and adaptive accessories.
Story image
Power / Energy
SmartCIC report reveals top five 5G carriers in the world
The Global Cellular Performance Survey also found that 5G networks are delivering high download speeds but lagging in upload speeds.
Story image
Digital Transformation
Why enterprise records management should be part of any digital transformation strategy
Modern organisations create and rely upon an enormous volume of content, and digital records make up a significant proportion of that content.
Story image
Hands-on review: STM laptop bags
The advent of hybrid working has meant we need laptop bags. We got our hands on two of the most popular laptop bags from STM.
Story image
Use of malware, botnets and exploits expands in Q1 2022
"As zero-day attacks and other vulnerabilities among companies like Google and Microsoft come to light, threat actors are quickly adjusting their tactics."
Story image
Prophecy International migrates VMware environment with Oracle Cloud Solution
The Adelaide-based global provider is using the solution to eliminate the need to re-write applications, therefore allowing the company to enhance its business operations.
Story image
HackerOne launches Attack Resistance Management solution
HackerOne has launched Attack Resistance Management - a new category of security solution that targets the root causes of the attack resistance gap. 
Story image
Google reveals new safety and security measures for users
Google's new measures include automatic two step verification, virtual cards and making it easier to remove contact information on Google Search results.
Story image
Ingram Micro Cloud adds Bitdefender solutions to marketplace
Ingram Micro Cloud has announced the expanded availability of Bitdefender solutions on the Ingram Micro Cloud Marketplace.