Use Cases
Use Cases
Examples of SdO In Use
SdO Use Cases
Use Case #1 – Expedited Ticket Handling for Degraded DEX Performance. A Windows Desktop user experiences degraded digital experience (DEX) e.g. long delay times. The user submits a Service Desk/servicedesk ticket so that the degraded DEX can be investigated and remedied. The ticket is assigned to a Level 0 Support Engineer who contacts the user with instructions how to provide their unique SdO User Session ID, these steps are:
1. Run the SdO utility on the endpoint computer that discloses the SdO User Session ID
2. The user is informed that by providing the SdO User Session ID to the Service Desk/servicedesk the user consents to the Service Desk/servicedesk retrieving and analyzing the User Session DEX event stream.
3. The user provides the SdO User Session ID to the Service Desk/service desk via chat, email.
4. The Level 0 Support Engineer verifies the user session ID is the correct one and contains evidence of the degraded DEX as reported by the user (by utilizing the SdO User Session Explorer Replay web app).
5. The ticket is escalated to a level +1 engineer for analysis and the formulation of potential remedies e.g. using SdO User Session Replay.
6. Potential remedies are implemented and verified by analyzing additional SdO DEX data If the issue has not been remedied, then go to Step 5.
7. When the DEX problem has been resolved the ticket is closed
Use Case #2 – Automatic Identification of DEX Issues plus Automatic Ticket Submission. SdO’s built in alerting capability detects degrading DEX for one or more concurrent desktop users and automatically generates a SdO Alert which can be automatically forwarded to a Service Desk for ticket generation.
In this way degraded DEX issue(s) can be investigated and remedied, for one or more users, before the situation deteriorates. The DEX issue can be resolved before the User(s) are even be aware that a ticket has been submitted on their behalf.
Use Case #3 – Diagnosing DEX Performance Issues using Computer DXR histories and User Session Replay. A User Session ID is either provided by a user, or automatically identified as a user session that has DEX issues. The investigating engineer can use the Computer DXR Histories forms to determine if there has been a recent change in hardware or software configuration for the computer that has affected the overall DEX performance. The investigating engineer can use the User Session Replay to analyze the exact circumstances of the degraded DXR e.g. what desktop app(s) where involved and the local resource utilizations at the time e.g. CPU, RAM, Disk and Network utilizations. The advantages of using User Session Replay are:
1. The investigation does not disrupt the user so that the user can get on with their work.
2. Unlike the user, User Session Replay has an infallible memory stretching back days, or even weeks, depending on the length of the user session Reduces the amount of unintended, collateral information leaked between the user and the Service Desk.
Use Case #4 – Providing DEX measurement services as part of hardware/software product evaluation, selection and onboarding capabilities A department requests the Service Desk to assist with the evaluation of hardware, software or services utilizing Windows Desktops. The Service Desk support staff assist with the installation of the SdO agent on the target product(s) and monitor the collected DEX data. The products under evaluation are then used as though they are deployed in a production environment.
At the end of the evaluation period the Service Desk assist with the interpretation of the collected DEX data to determine which products or services performed best and any adverse affect they had on the performance of other applications. Such tasks can be assigned to Level 0 and Level 1 support engineers to enrich their work experience and help reduce staff turnover, a common issue for Service Desks.
Use Case #5 – Determine the effect of Digital Transitions on DEX performance e.g. transitioning from physical to virtual Windows platforms. A department requests the Service Desk to assist with the evaluation of a Digital Transition involving Windows Desktops e.g. physical desktops transitioning to virtual desktops. The Service Desk support staff assist with the installation of the SdO agent on the physical desktops a number of weeks before the Digital Transition takes place.
During the Digital Transition further DEX data is collected from the newly deployed virtual desktops. This transitional DEX data can be analyzed by Service Desk support staff to guide the progress of the Digital Transition and when the process is complete. At the end of the Digital Transition the Service Desk support staff can provide a report validating the success of the project which could form part of the project signoff documents.
Use Case #6 – Management Reports SdO can produce management reports e.g. for the CxOs, in addition to those used by Service Desk management:
1. Inventories of the most actively used desktop apps and web apps for:
1.1 Calculating the ROI of desktop apps and web apps.
1.2 Prioritizing which desktop apps and web apps should be included in Digital Transitions.
2. Best performing hardware platforms using automated Computer DXR Histories for:
2.1 Justifying system upgrades and replacement Informing IT procurement processes.
2.2 User Session Analysis DXR trend analysis by User Group Membership e.g. User Role.
Use Case #7 – DEX Data Real-time Bulk Export is the quickest way to import the DEX data collected by the SdO agents directly to other third-party systems, for example:
1. Data Analysis & Reporting
2. Machine Learning (ML) and Artificial Intelligence (AI)