Digital Experience Management (DEM) is the foundation
technology for both proactive and predictive capabilities.
It enables the collection of user behavior and telemetry data
along with the self-heal delivery technology. Optimizing devices
based on user behavior helps identify issues that may never
even make it into traditional support channels, for example:
– Blue screens: Using DEM, Kyndryl discovered that that
90,000 blue screens of death occurred within a single
financial quarter at a large insurance company. This equated
to 205 days of lost productivity, and none of the blue screens
were ever reported to the service desk.
– Network latency: With SaaS applications, latency can come
from many variables including network, the internet, app
configs, VPNs, and more. Kyndryl used DEM to identify a
mistake in routing tables at a large micro electronics company.
The error caused latency in MS Teams through sensing that
the same end user would have a worse experience on laptop
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