For Technology Marketing Professionals

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	June 8, 2007 The IT End User Experience Monitoring Software Market The End User Is The Ultimate Judge Of IT Performance by Jean-Pierre Garbani with Thomas Mendel, Ph.D.

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Executive Summary

IT end user experience monitoring solutions potentially serve two markets: the Web business marketing market, which is mainly concerned with client satisfaction; and the IT operations market, which mostly focuses on application performance and service delivery. The business market was historically more involved with Web monitoring services, while the IT operations market — despite the availability of diverse solutions — was still waiting for the aggregation of the end user parameter into its traditional monitoring solutions. The integration of the end user experience into the performance management solutions from large IT management software vendors means IT operations groups are now closer to widely adopting it, and the business market is warming up to having more information than just availability and response time. We see the two markets converging on the use of common technologies that produce results adapted to specific functions. This should lead to a hefty growth rate in the next few years.

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