Telecommuting and service continuity, take care of your remote teams
As a major HR and business issue, employee mobility raises many questions about the company’s overall organization. IT teams are at the heart of this transformation where we are moving from an architecture centered on the company’s internal workstation, to a model where the employee is the focus. Between service continuity and tool performance, IS monitoring helps preserve the comfort of telecommuting employees.
THE CHALLENGE OF SERVICE CONTINUITY FOR TELEWORKERS
As the main actors of the business and the functioning of the company, the employees must be able to perform their tasks, even remotely. This is why access to the organization’s information system is critical and deserves IT’s full attention.
Guaranteeing service continuity means activating levers to limit the impact of service interruptions or performance decreases. This involves monitoring numerous components such as the network, VPN access, interconnections between datacenters and the cloud, authentication from outside (SAML), and also applications.
Beyond the historical IS, the digital transformation strategy has led to the deployment of numerous SaaS business tools. These applications must also claim a performance at least equal to that perceived on site, with an adjusted IT strategy.
RTO AND RPO AT THEIR LOWEST FOR INFRASTRUCTURE
Shortening the RTO (Recovery Time Objective) and RPO (Recovery Point Objective) is one of the actions to be taken as soon as possible. Indeed, the new layers induced by teleworking require a strong reactivity of the IT teams and the IT department.
Once the teleworkers’ needs have been prioritized, the supervision tool takes action. Indeed, a global vision of the performance of these new layers minimizes the downtime, and therefore the impact on the business. The unified view of a monitoring platform can be based on maps, alerts, all driven by precise metrics of the tool.
This real-time identification of weak points and failures related to the IT infrastructure makes it possible to provide optimal comfort to remote employees. A fluid communication between the employees and the IT department is thus possible.
APPLICATION PERFORMANCE, THE KEY TO THE REMOTE CONTROL WAR
With the mobility program, companies provide employees with collaborative tools as well as remote access to critical applications: messaging, document sharing, chat applications, or business tools such as CRM.
Having a performance measurement strategy adapted to the service catalog contributes to a good user experience for remote teams. Indeed, communication between the business and the IT department is already complex on site: different languages, difficulties in reproducing an incident, or slowness that is not a priority for IT. This is why, in the context of telecommuting, application performance monitoring must be a topic that evolves from reactive to proactive mode.
Measurement of user experience for service continuity.
It is with this objective of proactivity that the monitoring of user experience is privileged. On SaaS applications as well as on legacy applications, it brings the necessary vision to this evolution. This gives application and network teams a factual view of application performance, even for remote users.
Identifying a drop in performance as early as possible, on a collaborative or business application, therefore ensures good working conditions. By detecting the sources of slowness (from the SaaS provider, from the private network,…), troubleshooting is simplified. Trends can be identified, analysis performed for decision making, and incidents quickly diagnosed through screenshots and error replay videos.
Although telecommuting employees are sometimes confronted with hazards that do not depend on the company (box problems, network outage,…), the IT department must reorganize its priorities, and opt for a proactive mode in order to optimize the delivered service.
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