Save or Share this Report

For Infrastructure & Operations Professionals

Left-Shift Technology Monitoring For Success In The Age Of The Customer

The Technology Concepts Of End User Behavior Monitoring

February 14, 2014

Primary author headshot

Authors

  • By John Rakowski
  • with Eveline Oehrlich,
  • Jean-Pierre Garbani,
  • Anthony Mullen,
  • Michelle Mai

Why Read This Report

Technology-based innovation is the key to success in the "age of the customer." Businesses are investing in technologies that not only meet expectations but delight customers and employees, because if they don't, it's increasingly easy to switch to another provider or supplier. Infrastructure and operations (I&O) professionals play a big part in ensuring that this does not happen by leading and assisting with the technology management strategy. Forrester believes that success involves an appropriate technology monitoring approach that expands the current focus on availability and performance to also include monitoring based on end user behavior. This report describes the important concepts of end user behavior monitoring, a technology that can detect, record, and analyze all end user technology interactions in order to assist with understanding the personas of customers and employees. Understanding personas ensures that the end user is top of mind during all phases of design, development, and testing of business services.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • The Age Of The Customer Requires Businesses To Be Customer-Obsessed
  • I&O Teams Must Balance Both IT And BT Agendas
  • Left-Shift Tech Monitoring Strategy With End User Behavior Monitoring
  • WHAT IT MEANS

  • Monitor End User Behavior To Enrich Persona-Based Understanding
  • Supplemental Material
  • Related Research Documents

Recommended Research