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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


©

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.


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


Find the Answers

What?

SQ01

179 Errors

Who?Leticia needs

some help

Where?

US-EMP


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


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


Refine Your Business Processes

Who?

FB01 has 233 Errors

Emily & Heidi

Where?Clear G/L

Why?

What?

543 Current Errors


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


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.


Extensive Analytical Tools and Dashboards


Actively Monitor KPIs all Mission Critical Business Processes


13


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.


Proactive User Support with User-Centric Performance Monitoring


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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.


Assess Impact of Application Performance by Geographical Sites


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Isolate Performance issues by geographical site, to quickly identify the locations where production users experience slow system performance.

Muchas Gracias!

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