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SAP User Experience Management by Knoa
© 2012 SAP AG. All rights reserved. 2
Consola de
Reporte
¿Cómo funciona SAP UEM (by KNOA)?
Motor del cliente &
SAP Template•Relevamiento•Analisis•Almacenamiento
Usuario - Final Desktop
Cobertura 100 % de registro de acciones del usuario en sistemas SAP• Monitorea la performance del sistema para toda la implementación SAP
Descubrimiento automático de problemas de performance.• Amplia cobertura que posibilita el descubrimiento de problemas de performance
para: todos los usuarios, todas las transacciones, todas las locaciones, todo el tiempo.
Transparente para su implementación SAP e infraestructura• La metodología de recolección de datos de KNOA no requiere ninguna
modificación al código fuente de SAP ni a su infraestructura.
Cliente de IT
25% de los problemas de performance
reportados no son reales
75% de los errores del sistema y/o
aplicaciones nunca son reportados
45% de la capacitacion del usuario final es ejecutada sobre
necesidades erróneas
50-60% de la funcionalidad de las aplicaciones no es
utilizada
30% de los problemas de performance son
causados por comportamiento de
usuarios
60% de los upgrades causan disrupción en
los negocios
El Gap de visibilidad sobre el usuario final
© 2012 SAP AG. All rights reserved. 4
©
Cuales son las métricas que ofrece KNOA?Errores
Errores de sistema Errores de usuario
Tiempo de respuesta Tiempo de respuesta real de punta a punta para todas las
operaciones.
Utilización Tiempo de uso activo Tiempo de uso inactivo
Flujo de Trabajo 100% de las actividades del usuario final representadas paso por
paso cronológicamente.
© 2012 SAP AG. All rights reserved. 5
User Experience Management (UEM) provides visibility to drive adoption and optimize your workforce.
By understanding the “Five Ws” of UEM – Who, What, Where, Why and When – organizations can reduce complexities and enable users to be more productive, responsive and engaged.
Achieve the holy grail of aligning people, processes and technology with strategic business initiatives.
SAP User Experience Management
© 2012 SAP AG. All rights reserved. 6
Find the Answers
What?
SQ01
179 Errors
Who?Leticia needs
some help
Where?
US-EMP
© 2012 SAP AG. All rights reserved. 7
Dive Deep Into Actual Data
User Workflow: Pavithra Kirshnaraju
When?
3:38:40 PM
How?Tried to add G/L account
item
Why?
Posting can not occur
© 2012 SAP AG. All rights reserved. 8
Gain visibility into application adoption and process execution across all business processes
What?
ZS25
is being used good investment
Why?
VA02 is being
used more than VA01
© 2012 SAP AG. All rights reserved. 9
Refine Your Business Processes
Who?
FB01 has 233 Errors
Emily & Heidi
Where?Clear G/L
Why?
What?
543 Current Errors
© 2012 SAP AG. All rights reserved. 10
Role-Based Reporting
Role-Based Portals
Knoa BI Console services the needs of specific functional roles
1. Business Process Operations
2. Technical Operations3. User Support4. Training
© 2012 SAP AG. All rights reserved. 11
Quick Error Identification and Resolution
© 2012 Knoa Software. All rights reserved.
11
With this dashboard you can…
1. Identify application functions or issue types with the highest business impact for your production environment.
2. Identify the user groups and individual users who experience the most severe impact of errors, to pursue remedial action.
3. Assess the effectiveness of remediation programs by comparing the error rates for a specific error condition or application module, across time.
© 2012 SAP AG. All rights reserved. 12
Extensive Analytical Tools and Dashboards
© 2012 SAP AG. All rights reserved. 13
Actively Monitor KPIs all Mission Critical Business Processes
© 2012 Knoa Software. All rights reserved.
13
With this dashboard you can…
1. Monitor all your mission critical business processes in terms of Key Performance Indicators (KPIs)
2. Identify degradation of performance based on dynamic baselining – by comparing current performance with historical benchmarks.
3. Assess the magnitude of performance degradation and the daily trend over the selected timeframe.
© 2012 SAP AG. All rights reserved. 14
Proactive User Support with User-Centric Performance Monitoring
© 2012 Knoa Software. All rights reserved.
14
With this dashboard you can…
1. Monitor production users and their individual performance in the system.
2. Identify users with severe performance issues and isolate specific work processes impacted.
3. Drill down to diagnostic reports to identify the profile and sources of performance issues.
© 2012 SAP AG. All rights reserved. 15
Assess Impact of Application Performance by Geographical Sites
© 2012 Knoa Software. All rights reserved.
15
Isolate Performance issues by geographical site, to quickly identify the locations where production users experience slow system performance.
Muchas Gracias!