Making dollars and sense out of SAP end user experience

Measuring end user experience can provide value to more then just your application performance monitoring (APM) solution.  At the SAP ASUG Sapphire in Orlando, FL I was able to show several C-level and Director level business associates the value of end user experience.  In order to do this I had to find a way to present the information in a format the common business person would understand.  I found that the way we capture end user experience in SAP was often confusing to the business, this was due to the fact that all the data collected about end user performance is in terms of the SAP t-code.  This was often not understood by business leadership.  In order to translate this data into something the business leadership understands I had to consult the SAP Landscape.  Inside of the SAP Landscape, if it is fully implemented, there is a mapping of Business Operation/ Transaction to t-code.  With this mapping I was able to consolidate the collected performance information and present it in a way that all levels of business understood. This makes it simple for the business to see the impact of poorly performing transactions within the application on the business.  It also gives the business an easy way to justify spending and resource allocation to certain parts of IT as well as track the improvement and degrade of application performance within the application at a business process level.  With this type of information the business leaders can make sound decisions with accurate data.

Eric Repec
Subject Matter Expert ITSM