Not too long ago, devices used for work could only be accessed at the office, which meant that the end users of those devices had to travel to that location. Managing those end users was simpler because the devices were contained in a single area.
These days, people own multiple devices and use many of them to get work done at home or on the go. In 2022, it was reported that about a quarter of U.S. employees work remotely. With end users being so spread out, it can make end-user management a much larger challenge. The changing demands for mobility and the constant need for a smooth end-user experience make end-user management a crucial component of an optimal IT environment.
End-user management is critical for any organization that regularly uses technology or has undergone a digital transformation. Effective end-user management enables organizations to have productive and well-functioning IT environments.
What is end-user management?
Tech Target describes end-user management as a, “delicate dance of collaboration tools, devices, security, ease of use, and more.” It’s about being able to manage your organizational assets and control the end-user environment on those assets.
End-user management is also about striking a balance between security and productivity. While at times it may be tempting to lock your business data up and store it away so it’s not vulnerable, your end users need access to the information to perform their duties and effectively do their jobs.
When discussing the topic of end-user management, end-user management and endpoint management are cohesive elements that are necessary to ensure that, when end users are manipulating data and working on the devices, your organization’s IT environment is protected, secure, and operates seamlessly.
What is End User Monitoring (EUM)?
End-user monitoring (UEM) pertains to the observation of user experiences with a certain application or system. It infers a user’s journey through a system by monitoring and noting everything that a user might encounter, such as issues and hurdles that may impact their experience. EUM focuses on how users experience an application from their perspective.
Key components of end user monitoring
1. Performance monitoring:
- Response time: Refers to measuring how quickly an application responds to a user stimulus.
- Load times Measure the time a system, such as a web page, an application, or software, takes to load its content.
- Resource usage: This tracker tracks CPU, memory, and network usage to ensure that user devices are performing optimally.
2. User behavior analysis:
- Usage patterns: Pertain to how users interact with a system or application, which features they often use, and how they utilize them.
- Navigation paths: Tracking the sequence of actions users take within an application.
- Error tracking: Refers to the identification and analysis of issues that users encounter. This may include application lag, crashes, or slowdowns.
3. Experience metrics:
- User satisfaction: The process of obtaining user feedback from their experiences of using an application or system.
- Transaction success rates: Monitors the success rate of transactions users did within the application or a system.
4. Security monitoring:
- Access control: This refers to the process of tracking the level of user’s access to sensitive data and applications. Access control ensures compliance with security policies.
- Anomaly detection: Identifying unusual user behavior that may indicate security threats, such as unauthorized access attempts or data breaches.
Importance of end user monitoring
1. Improved user experience:
Organizations have always prioritized user experience when monitoring how users interact with an application or system. EUM helps with that by quickly identifying and resolving issues users might encounter, leading to a better overall user experience.
2. Increased productivity:
When an application runs smoothly, it serves its purpose. EUM ensures that applications are in optimal health, maximizing user productivity in the process.
3. Data-driven insights and proactive resolution:
Detailed insights into user behavior and application performance help organizations make informed decisions about updates, improvements, and new features. EUM also allows IT teams to quickly identify potential problems before they arise, reducing their impact on users and preventing severe downtime.
4. Enhanced security:
Security threats are prevented through consistent EUM, guaranteeing the protection of an organization’s sensitive information.
Tools and techniques for end user monitoring
Application performance monitoring (APM) tools:
Several tools for end-user monitoring are available in the market. Endpoint management solutions offer tools to track application performance from the end-user perspective.
Real User Monitoring (RUM):
RUM or Real User Monitoring refers to monitoring user experience through data capturing of actual user sessions. This provides insights into live user experiences and performance issues.
Synthetic monitoring:
Synthetic monitoring refers to the process of simulating user interaction with the application or a system to identify potential issues or replicate ones that have already been raised.
Log analysis:
This process involves analyzing logs from user devices and applications to detect anomalous trends, probable errors, performance issues, or security threats.
User session recording:
Recording and replaying user sessions to observe how users interact with applications and identify areas for improvement.
Impact of poor end user management
User management can make or break the successful use of technology in the workplace. Your entire IT infrastructure could be perfect, but with poor user management, it could quickly break down.
Increased risk of cybercrime
Careless end users who are not effectively managed or restricted within your organizational technology can wreak havoc on the company. If an attacker gets ahold of an employee’s credentials who has unrestricted access, cybercrime becomes an immediate threat and concern.
Low productivity
Poor user management also results in less organizational efficiency and productivity. Time is money, and the more time that’s spent trying to manage end users, the less things get done.
Frustrated end users
When users aren’t effectively managed, it not only frustrates the operation of the IT environment as a whole, it also frustrates the end users themselves. It’s important to set parameters and inform users about what they are or are not allowed to do. It will be much easier for users to accomplish their tasks with this knowledge.
Financial consequences
Inadequate end-user management and support results in poor end-user experience and a variety of tech issues. Both these outcomes can influence the profit of the business and have undesirable effects financially.
4 reasons you need to manage and support your end users
1. Secure organizational data
One of the top reasons to manage and support your end users is to protect the data in your organization. This includes data that applies to the entire business down to the personal information of an employee. Actions like changing permissions or restrictions on end-user devices, or training the end users themselves on the rules of the IT environment, help you to secure data while simultaneously aiding end users.
2. Quickly resolve tickets and remediate issues
Ticketing is a fast way for end users to notify you that they are having a problem with a device in your business’s IT environment. Quickly resolving these tickets and fixing the associated issues contributes to a well-functioning IT environment while resulting in satisfied and supported end users.
3. Boost productivity
End-user management, when carried out efficiently, supports end-user productivity. It is important to keep users within certain boundaries in your IT environment, but make sure they have access to all the resources they need and understand what actions are allowed within the IT environment. With the right tools and knowledge, end users can get more done in less time.
4. Create an optimal IT environment
End users are the people manually operating the machines and devices that are part of your business. Managing your end users helps you to assert a level of control over the most unpredictable part of an IT environment. Also, by putting forth concerted efforts to support and supervise end users, you can help create the best tech environment for your organization.
IT best practices for end users
While organizations are responsible for user experiences, end users also play a significant role in maintaining a secure and efficient digital environment. Relying alone on IT infrastructure monitoring tools may not be enough. End users should also contribute to ensuring a healthy ecosystem by following these best practices:
1. Responsible password management
At this point, managing passwords has become a basic hygiene in the digital world. End users need to be more responsible in tasks that involve password management. These tasks include creating strong passwords, changing passwords from time to time, using a secure password management tool when keeping passwords, and many more.
2. Phishing attempt awareness
End users should also be aware of phishing attempts by being cautious of these practices carried out by bad actors. Things like distinguishing phishing emails from legitimate ones and not clicking links from suspicious sources are some practices end users should know about to avoid falling victim to phishing attempts.
3. Reporting of suspicious activities
Being aware of possible phishing attacks is not enough. Reporting them to your IT team should always be part of the process. This ensures early detection of potential attacks to prevent security breaches and minimize potential damage.
4. Keeping your devices up to date with security patches
Don’t delay patch updates that your IT teams deploy onto your devices. Keep your operating system, applications, and firmware updated with the latest security patches. These updates address vulnerabilities and improve system performance, which will surely benefit you as an end user.
5. Securing your device and data
As an end user, you are responsible for physically protecting your device. This refers to the practice of preventing others from accessing your device. It’s also important to refrain from doing “shadow IT” or using a device not approved or monitored by your organization.
How endpoint management software helps you manage your end users
Endpoints can be the connection between you and your end users. Thus, effective endpoint management is one way you can better manage end users. Endpoint management software helps you to address these pain points related to end users in your organization:
Dysfunction or failure of end-user devices
When an endpoint is malfunctioning or stops working for an end user, it can cause issues with productivity and waste a lot of time. With endpoint management software, you can monitor endpoints and keep track of device health to resolve issues before they progress into larger problems.
Excessive time spent for ticket resolution
Trying to resolve end-user tickets without any context is a losing battle. Get real-time endpoint data attached to each ticket so you can investigate what may have gone wrong on the endpoint.
Manual user endpoint management processes
Rather than going to every individual device to update software or manage configurations, endpoint management software can automate those tasks. You can also perform user endpoint management tasks remotely through agent-based RMM software.
Use NinjaOne’s endpoint management software to better manage end users
NinjaOne’s unified IT management solution provides endpoint management software that’s 100% cloud-based, making it easier for you to manage your end users in the modern workforce. It’s also equipped with automated tools and gives you full visibility into your IT environment. Start improving your end-user management and sign up for a free trial today.
