A major player in the public sector called on ip-label to deploy application monitoring driven by user experience. The enterprise was already monitoring by technical ‘silo’ (database, network, etc.) without a unified converged view. IT management wanted to adopt a more proactive attitude to incident management.
Business functions were complaining about applications; meanwhile IT had no insights into how applications were performing for users. Because monitoring was mostly technical and segmented, incidents could not be prioritized efficiently.
ip-label rolled out a solution to monitor digital services from the end-user point of view, with Ekara prioritizing the impact on users in its calculation of how critical each incident is. Reports tracing application health were set up and presented to the management committee.
A comprehensive view of application health, improved prioritization, and a proactive approach to managing incidents. Changes in IT management culture: all IT decisions now take end users into consideration.