What is often overlooked is that application performance is just one of three key drivers of return on investment (ROI) from your Siebel application. An efficient infrastructure is critical. It's important to optimize the Siebel application for your own unique business environment, user needs and usage patterns. But, it's all for naught if you do not build and sustain adoption and efficient and effective use of the Siebel application by your end users.
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Best Practices in Siebel CRM
Performance Management:
Monitor, Measure and Manage the End User Experience Knoa_Siebel CRM_whitepaperREV 6/25/07 3:48 PM Page 2
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience 2
Contents
3 Executive Summary®Knoa Software is Why End User Performance Management is needed to optimize leading the performance Siebel CRM apps
management industry 5 ROI Isn't Real Until It's Realizedwith end user experience The ROI impact of issues with adoption and efficient and effective use monitoring solutions 6 Traditional Performance Management Approaches Aren't Enoughthat reach beyond Monitoring system and application health is no longer enough infrastructure and for service of business apps
application performance 7 Overview of Knoa Experience and Performance Managerto the monitor, measure A review of the architecture and functionality of Knoa EPMand manage how end 9 Knoa EPM Use Casesusers are utilizing the Knoa EPM delivers results to the entire application team. This sectionapplication to optimize details use case examples compiled from Knoa's customer base
business process 14 You Can Manage What You Measure execution. The impact that real end user experience and performance metricscan have on the application management team
15 Could You Benefit From Knoa EPM?Four questions to help you evaluate the potential value of Knoa EPMfor your Siebel deploymentKnoa_Siebel CRM_whitepaperREV 6/25/07 3:48 PM Page 3
Best Practices in Siebel CRM Performance Management: Monitor, Measure and Manage the End User Experience 3
Executive Summary
CRM solutions, like Siebel, automate complex business processes where highlevels of application performance are crucial. Yet many frustrated execs findthat despite the small fortune they have spent on products to manage servers, "An end user performancenetworks and applications, the business constituencies still complain about the management packageperformance, usability and availability of the Siebel CRM application. from Knoa Software is What is often overlooked is that application performance is just one of three key capturing the CIO's drivers of return on investment (ROI) from your Siebel application. An efficientinfrastructure is critical. It's important to optimize the Siebel application for your attention for its ability toown unique business environment, user needs and usage patterns. But, it's all boost worker productivityfor naught if you do not build and sustain adoption and efficient and effectiveuse of the Siebel application by your end users. and optimize applicationperformance. Knoa'sHow can you tell how if your Siebel solution performs for each person who uses it? How can you identify which users have difficulty executing which Experience andtransactions? What does it mean when your end users say the system is "slow"? Performance How can you pinpoint the actual issues with the real data you need to take corrective action? Knoa can give you the answers. Manage-ment suite lets IT departments measureEnterprises with mission critical Siebel deployments do not have accurate measurements of adoption, efficient use, and effective use of the application by response times, distinguishthe end users. Without these measurements, companies are unable to identify and between system and userresolve critical issues that impact the user's ability to optimize business processexecution. The result is significantly reduced ROI, and significantly increased cost error and monitor workof application support. flows - all in real time."®Knoa Software is leading the performance management industry with end user experience management solutions that reach beyond infrastructure and - Brian Gilloolyapplication performance to monitor, measure and manage how end users are Optimize ITutilizing the application. Knoa customers not only know if core enterprise applications are delivering an acceptable user experience, but also, if application users are executing key processes effectively and efficiently - the key to achieving business value and ROI.Knoa_Siebel CRM_whitepaperREV 6/25/07 3:48 PM Page 4
