As part of the Digital Experience Monitoring - Telco's Next Gamechanger campaign, The Fast Mode spoke to Hendrik Siegeln who is the Co-Founder & CTO of Integration Matters, on how DEM is shaping enterprise IT monitoring as the adoption of Cloud and SaaS becomes increasingly widespread, and as the 'new normal' introduced by the recent pandemic creates new security vulnerabilities and performance implications. The interview is as follows:

Why is there so much interest in DEM?

Today, IT environments are becoming more and more complex. Organizations are working with a variety of clouds, apps and services. At the same time they need to cope with the demands of remote work – which has quickly become a ‘must’ due to the COVID-19 pandemic – while ensuring business agility.

In our competitive business world, it is crucial to provide operational excellence in every part of the business process, from the web frontend for customers or employees to the backend processes. Monitoring provides highly visible insight into how end-to-end processes work and how any issues may have an impact on user experience. Companies have begun to realize that their monitoring focus needs to shift from issues like network connectivity, availability and performance to that of enabling a better customer experience.  To do that, they need a holistic view of a user’s digital experience based on a combination of data resources.

How does DEM change existing enterprise IT and application performance monitoring?

DEM changes current enterprise IT and application performance monitoring by initiating an evolution beyond technical monitoring to functional monitoring, thus enabling the proactive monitoring of customer experiences and business outcomes. There is a need to discover and apply correlations between technical performance metrics and business KPIs. And in order to get relevant end-user experience metrics, business users and monitoring experts need to work closer together.

What are your key solutions for DEM? 

Integration Matters is a pioneer in monitoring automated business processes running on large-scale integration platforms. The process visibility suite nJAMS was developed because our customers wanted 100 % visibility into their integration platforms (e.g. TIBCO, MuleSoft, SAP, IBM), so that they could more effectively manage their business processes and ensure reliable performance.

This year we have extended our monitoring solution to include infrastructure as well as functional monitoring. That means that we are now able to point out any issue within a high-value business process which could have an impact on customer experience and critical business KPIs. Real-time reports and alerting are available not only for DevOps teams, but also for business users who need a holistic view of business processes to solve issues or launch new services faster.

What are some of the challenges you foresee in getting more enterprises to adopt DEM?

There are several challenges. For one, time is needed to convert requirements into a monitoring strategy that delivers outstanding customer experience, meets the objectives of the business and validates the ROI of IT. Also, organizational silos must be eliminated in order for IT teams and business units to easily collaborate on improving customer experiences and enhance business results. And, with the growing number of data resources and the increasing data volume, it’s a big challenge to filter relevant data and create actionable real-time reports for the different user types in business units, I&O teams, developers or IT architects. There is no tool available today that can provide out-of-the-box observability for different groups of people looking at the same data in different ways.