Operations | Monitoring | ITSM | DevOps | Cloud

Business services firms are built on people’s time, judgment, and credibility. When a consultant loses half an hour before a client workshop, a legal team is stuck waiting for a document system, or a service delivery group has to move conversations elsewhere because collaboration tools are unreliable, it may not register as a major IT event. It still changes the economics of the work, because skilled time is being spent compensating for the environment instead of serving the client.

For many organizations, digital employee experience (DEX) is still viewed as an IT project. It measures endpoint health, identifies performance issues, and helps service desks resolve incidents faster. While that’s useful, it’s also far too small a vision. In order to get the greatest return from DEX, organizations have to stop treating it as exclusively an engineering capability and started treating it as an equally powerful intelligence capability.