Management and Support Services to Drive a Consumer-Like User Experience

Digital experience management

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 versus cellphone.

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