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	January 19, 2010 Lean Thinking: Mining The End User Experience End User Experience Monitoring Tools Are The First Step For A Leaner IT by Jean-Pierre Garbani with Stefan Ried, Ph.D., Edward Radcliffe

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Executive Summary

End user experience monitoring products have been thus far classified by the technology they use: active agents, passive agents, appliances, or desktop-based products. In 2010, we will see these products polarizing around two roles: one serving IT operations, essentially centered on application performance management (APM) or business transaction management (BTM); and one focusing on IT management and serving as a source of information for business services and the financial management of IT. The former role will leverage a variety of technologies. The latter role will be essentially served by agents residing on desktops, laptops, or other forms of end user access devices.

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