As cloud computing services are getting more traction in the enterprise, they are changing not only how organizations host their computing resources, but also how they go about managing the delivery of their IT services. One area of IT management that could be significantly impacted by deployments of public cloud services is monitoring the quality of end-user experience for business critical applications.

End-user monitoring solutions already provide numerous benefits for organizations, and it is expected that the value of these technologies will further increase as organizations adopt cloud computing services. For example, end-user monitoring tools enable organizations to achieve a better understanding of the value they are getting from deploying cloud services, as it allows them to compare the performance and usage of applications before and after they are moved to the cloud. Additionally, many end-user monitoring solutions are able to measure, not only availability and response times of applications, but also application usage for each user or user group.

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The adoption rates of different flavors of application performance management technologies across different industry sectors have been fairly uneven. Industries such as Retail, eCommerce, Telecommunications or Finance / Banking have been traditionally leading the pack in terms of the interest in this technology area, simply because there is more risk for them to lose money if their applications are performing poorly. However, recently we have been seeing IT and business executives from Healthcare being more active when it comes to understanding the value of technologies for monitoring application performance, especially solutions for end-user experience monitoring.

Not only is healthcare becoming one of the fastest growing areas of the application performance monitoring market, it is also pushing technology vendors to provide more advanced capabilities, due to requirements in this sector. There are a couple of reasons for this:

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A number of products in the market include the term “end-user monitoring” in their positioning. However, some of these products are significantly different in terms of the metrics that are able to capture the quality of end-user experience for enterprise applications. In terms of Key Performance Indicators (KPI), there are four groups of measurements that these products can track:

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A recent article from TRAC Research discusses that the quality of end-user experience for delivery of IT services is not a single metric, but a set of measurements that help end-user organizations understand how business users are interacting with applications, how these applications are truly performing from the perspective of business users and what the impact of application performance on business goals is. Technologies for monitoring the quality of end-user experience are becoming more important to end-users, but there is still some confusion in the market about where these solutions fit, in regards to other IT management solutions.

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