This one goes out to my fellow IT support leaders who might find themselves drowning in ticket data and stuck in reactive mode. I work as the Enhanced Support Services Lead at a global consulting firm where I manage my organization’s L2 support team and in-house Customer Experience Analytics team (CEA)—a group of individuals that I wish had by my side years ago—more on that later.

Even though lockdown in the UK is easing and shops are reopening, there remains a question mark around the timing for the return to the office. As the pandemic continues to impact society, many professionals find themselves continuing to conduct business from their home offices, dining rooms, or bedrooms.

Over the last year, when talking to large enterprises about employee experience management, one question has come up consistently, “How do I decide the right internet connection to ensure employees can get work done seamlessly?” Although we are well into the “work from anywhere” world, employee experience management is still something that companies are struggling with. Most employees continue to work remotely and are often moving to new places.

Digital experience monitoring (DEM) is software dedicated to monitoring end-user experience. To do this, DEM software tracks user data, resources, and applications to highlight areas of performance for improvement; from site navigation to product usability.

Ensuring a productive remote workspace was one of the main priorities of many enterprises and organization in 2020. A majority of the global workforce across different industry verticals, including the healthcare industry, were forced to work remotely. Healthcare organizations had to quickly update infrastructure and software to support the shift without compromising productivity.

On Tuesday June 8th, the Content Delivery Network Fastly experienced an outage that made large swaths of the web unavailable for nearly an hour. To focus on the positive, this outage can serve as a wakeup call for Observability teams, because it shows how much modern sites depend on resources beyond their immediate control, and how hard it is to "observe" these kinds of issues with an incomplete Observability mindset.

Headquartered in the Netherlands, BCD Travel manages global business travel. It operates in 109 countries with annual revenues totaling $25 billion and employs nearly 11,000 people worldwide. To meet the current and future needs of a growing virtual workforce, the Network Operations Center (NOC) group at BCD Travel had to adapt and scale its IT infrastructure operations. Additional capabilities were needed to monitor Microsoft 365, Azure, Active Directory, AWS, Teams, and other critical SaaS services.