Real-time Experience Management: The New Frontier in Digital Workplace IT Support
In today's fast-paced digital world, enterprises are accelerating their digital transformation efforts to create a seamless, responsive, and resilient digital workplace. Employees rely on this environment to stay productive, whether they are working in the office, remotely, or in hybrid models. However, many IT support models are still based on legacy systems, reactive incident handling, and infrastructure-focused monitoring.
The future belongs to real-time experience management: a proactive, data-driven, and automated approach to delivering optimal end-user experience across devices, applications, and environments.
Real-time visibility, powered by advanced analytics and automation, enables IT to shift from firefighting to foresight, thereby transforming the digital workplace from the ground up.
The need for real-time experience monitoring
Traditional monitoring tools focused on uptime, health, and performance. But the metrics and insights they collect often fail to capture what users experience. Real-time experience monitoring technologies expand the scope by collecting end-to-end telemetry from user devices, applications, collaboration tools, and networks, and correlating all of them in real-time. This provides visibility into how the digital workplace is performing from the user’s perspective.
Moving towards real-time experience monitoring, data processing, and analytics, enterprise IT can finally shift towards a modern servicing model for their end-users. This servicing model relies on the following:
- Early detection of anomalies, where it can proactively identify performance dips, slow logins, or system lags before users report issues
- Context-aware diagnostics that combine device, app, and network data to pinpoint root causes in real time
- Predictive insights by leveraging historical and behavioral data to forecast potential disruptions and intervene early
Analytics, and more importantly real-time analytics, sit at the heart of real-time experience management. With telemetry pouring in from thousands of endpoints, devices, and apps, the challenge lies in making sense of the noise, identifying the meaningful signals and doing so in a timely manner.
Managing user experience with real-time data and analytics is no longer optional — it’s a strategic imperative that empowers enterprises to detect friction, drive productivity and continuously adapt to the evolving needs of their workforce.
The user: The new endpoint
Experience is now one of the most critical metrics that measures IT performance and its ability to meet the digital workplace demand. Real-time experience monitoring and real-time management enable IT to continuously measure and address how users interact with their digital environments — surfacing friction points that traditional monitoring misses.
time graphic for time critical decisions and traditional business intelligence
While advanced analytics reveal what needs to be done, automation makes it happen instantly. By integrating automation systems with real-time experience management platforms, enterprises can seamlessly manage the experience and performance, even in complex environments.
From invoking service management processes and bringing subject matter experts together in virtual war-rooms to triggering real-time remediations such as restarting services, adjusting policies, or patching software, the combination of detection and action results in higher reliability, better performance, and greater user satisfaction. And this does not even require constant manual intervention.
Looking ahead: The autonomous digital workplace
The convergence of real-time monitoring, experience management, analytics, automation, and AI is already shaping a future where IT support is autonomous, intelligent, and experience centric.
In this new paradigm, experience management becomes the benchmark, not integrating just uptime, or availability, and user feedback and telemetry to drive prediction and prevention innovation, not just rapid troubleshooting.
In return, IT support is rapidly converging towards managing systems of intelligence, not just systems of record, starting to become intentional about becoming an invisible function, resolving issues before users notice them as well anticipating demands and requests. Enterprises embracing this model are seeing tangible improvements in productivity, reduced support costs, and higher employee engagement.
Experience and real-time experience manageability are the new SLAs
In the modern digital workplace, real-time insights, actions and results matter.
Delays in detecting or responding to user issues or demands will cost productivity, morale, and revenue. By investing in real-time monitoring, end-user experience analytics, and automation, enterprises can build a smarter, more resilient support framework — one that anticipates needs, prevents disruptions, and keeps people empowered and productive.
By bringing together real-time monitoring, experience management, and automation services on a scalable data analytics foundation, it is possible to empower enterprises to deliver resilient, responsive, and truly employee-centric IT services.
Atos has invested in researching and developing forward-thinking solutions for real-time experience management to address this challenge. In 2024, it launched its Experience Operations Center offering where IT not only supports this experience, but it also continuously enables and enhances it.
In a world where technology is the more and more centered around the workplace and the users, the experience of using that technology is everything. The next era of IT support is here, and it’s real-time, user-focused, and continuously evolving.
Unleash the potential of your people. Learn more about Atos’ Experience Operations Center and other Atos Digital Workplace solutions for a sustainable and conducive work environment.
