Microsoft 365 End-User Experience Monitoring
TrueDEM is user experience monitoring for Office 365 and SaaS.
You have probably read companies saying that the only way to monitor user experience for Microsoft 365 or user experience for Office 365, is to use it. It sounds great in theory. At Perfrax, we know that you can not monitor user experience if you do not monitor the user. After all, it is called “USER experience monitoring”. Running Microsoft 365 user experience simulations from just a few locations and hoping that you will obtain all of the user experience metrics needed for Microsoft 365 is not logical.
In the past, Office 365 did not come with built-in end-to-end service performance monitoring. Microsoft rightfully so did not want to interfere with local networks and individual user experience. As a result, several years ago Office 365 was only able to tell you the status of the service inside the Microsoft datacenter. A decade ago, when Office 365 was just being created, you had a blind spot on anything in the middle of your end-users and Microsoft 365.. But times have changed. Microsoft now offers performance metrics for you office locations. These metrics gathered from aggregated user data, providing you a picture of the network and Microsoft 365 performance from an office level. In the face of such powerful free tools, Generic simulations offer little end user experience insight when Microsoft 365 includes it for you. You can read more about the history and decrease of synthetic transaction only monitoring in this post.
In a word, yes.
Surely you are thinking if Microsoft Office 365 network monitoring is now free, why would you need any monitoring tool you ask? You probably do not need a stand alone synthetic transaction solution. But you still need to monitor end-user experience. It’s simple, you can not monitor user experience without monitoring the user. And Microsoft 365’s integrated offering is amazing, but it provides aggregated data from your corporate offices only. You can not see if one user is struggling. Or maybe it’s a network subnet? It can’t help. It does not provide the information you need to support users. And you do not have any monitoring data on the user’s experience when they are working from home.
To understand the quality of the Microsoft 365 service you are delivering to your sites and your users working at home, you need an Office 365 monitoring tool that continuously tests the user experience, from the exact places where your users are located. And those work from home users? You got it, you must monitor the Microsoft 365 service quality from those remote locations as well. In other words, you must monitor the user experience from each and every laptop or desktop used by your employees.
Unlike any other digital experience monitoring tool or any other end-user performance monitoring tool, TrueDEM monitors user performance from the user’s computer, when they are active on the device. We use a non-invasive engine to ensure neither the computer nor the user are negatively impacted by our user experience monitoring. And when the end-users are inactive? Our agents switch to Real User Simulations™, and TrueDEM agents perform synthetic transactions on Microsoft Exchange, Microsoft 365 SharePoint, Microsoft 365 OneDrive, Microsoft Teams, Dynamics 365, and Microsoft Stream right on the user’s device, in the user’s location. Let’s repeat that – we use Office 365 Apps on Microsoft 365 as the user, from their device. Is there any more accurate way to do what the user does, from every location they do it? There is no simulated installation of Microsoft Outlook. If the user’s Outlook is truly slow you will know long before they open a ticket.
Simulations need, and use, the very same resources that an end user needs to ensure a positive user experience. Running a simulation on a user machine while the user is also active produces false data. It guarantees that both the simulation and the user have a poor Microsoft 365 user experience as they fight over resources. If the monitoring solution makes the problem worse, you’re probably better off without it.
Large enterprises commonly use an external solution for managing authentication. This solution could be a hybrid Active Directory, using software such as Azure AD Connect and an on-premises Active Directory Federation Service (ADFS) implementation. Or large enterprises and many mid-sized companies have chosen to use third party identity providers (IdPs) such as pingfederate.com. TrueDEM is the only Microsoft 365 monitoring solution to measure the health and performance of your users, from their devices, while still functioning fully with hybrid authentication models.
TrueDEM offers multiple methods for alerting. First and most important, the thresholds for our Microsoft 365 End-User Experience Monitoring are not fixed. They are generated by a proprietary artificial intelligence engine. Our engine knows what’s normal for an app in Microsoft 365, for the company, and for the user. Administrators can choose to be alerted by technologies such as a push notification to Windows, Android, MacOS or iOS. We also have native webhook integration with enterprise service management solutions such as ServiceNow. Prefer to stay in the Microsoft Ecosystem? No problem, we can alert using PowerApps to any destination you choose. Alerts to your Mobile Device? Yes!. ServiceNow? Yes! Webhook? Yes! How about….email? Yep, got that too.
Ensure that all of the network metrics you need are at your fingertips.
For users working in the office or working from home.
TrueDEM provides global end-user experience dashboards for your operations teams to use and put on the screen in the network operations center. We also provide end user support dashboards allowing your support desk to see a user’s current data, compared to their personal normal and compared to the company as a whole. And if you make a change on the call and want to see the impact? The data is in your user support dashboard in seconds. Unlike most vendors, when we say realtime dashboards we mean it. Our True Real-time dashboards can update results hundreds of times per minute. When you use TrueDEM the user experience for your support teams is just as good as end-user experience in Microsoft 365.