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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

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  • 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.

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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

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