Accelerate Mean Time to Resolution with ADEM Segment Wise Insights

Every minute counts when resolving IT incidents. What caused that app issue? Who's impacted? The unprecedented transition to hybrid work has caused a surge in trouble tickets to inundate many IT teams.

The time it takes for a user to realize something is wrong, report the incident, and wait for it to be resolved, impacts business productivity. When end users experience a problem with an application they can spend hours troubleshooting on their own without ever notifying IT. This means a significant amount of issues where IT has no visibility and can’t help. There is a need for automation to improve a users’ experience.

How Autonomous Digital Experience Management (ADEM) Helps

With Autonomous Digital Experience Management (ADEM) for Prisma SASE, your service desk is empowered to resolve user experience issues quickly, and often before employees even notice. Now you can go from resolving IT incidents in weeks or hours to minutes. Using ADEM, organizations can proactively detect performance degradation on applications, devices and the network, before they become a problem - without having to install anything new on user devices.

ADEM can help decrease mean time to resolution (MTTR) and increase user productivity in three, easy seamless steps:

1. Keep a pulse on user experience so you can react quickly when problems arise: With ADEM, you have a summary view of what’s happening in your environment, what the user experience is (using the experience score as a guide), and where potential trouble spots are. If there is a dip in your experience score, easily investigate the root cause and resolve it before it has a devastating impact on a large number of users.

Figure 1: Keep a pulse on user experience across your entire organization for both remote and branch office users.

2. Investigate faster with deep, segment wise insights across the entire SASE service delivery chain: ADEM helps you visualize the service delivery path and identify the segments (device, network or application) causing a degraded user experience so you can respond quickly.

Figure 2: See that John Doe’s PC indicates a Device health issue and correlates to an application performance issue. Hovering over the PC icon, see that CPU and Memory Utilization levels are high.

Figure 3: High CPU and memory utilization levels are causing TCP Connect,SSL Connect and HTTP connection delays which directly impacts the application experience for John Doe:

Tip: Other monitoring tools lack the ability to proactively isolate and visually indicate an impacted segment and correlate it to application performance degradation.

3. Resolve a problem instantly: With ADEM you’ll be alerted to performance degradation and can resolve the problem in real time. For example, a user experiencing slowness and session disconnects with applications calls the help desk. IT looks for the user, sees the cause of the problem, and helps the user remediate instantly.

Figure 4: Instantly drill down into the user who is experiencing the problem. On the visualization, see the LAN segment in amber indicating fair performance and resulting in cascading performance issues on the segments in the service delivery path.

Figure 5: Clicking on the LAN segment takes you to network performance metric trends. See the LAN segment with high network latency,jitter and packet loss:

This user is likely experiencing application performance issues because of a home router introducing latency and packet loss, which is also propagating across the entire WAN path. Now that the user and IT have insight into the root cause, the user can take the necessary steps to resolve it.

ADEM for Hybrid Workforce

End users need to access applications at anytime, anywhere with limited disruption. Legacy monitoring tools do not cut it in the new reality of a widely-distributed workforce where understanding only part of the digital environment isn't enough. You need complete visibility into every layer of the service delivery chain, from the end user’s point of view. Prisma SASE’s Autonomous Digital Experience Management (ADEM) provides a unified view, offering deep visibility into every layer that can impact experience.

And, now with ADEM’s latest capability, Self Serve, it provides guided remediation directly to end users so they can resolve simple problems themselves. In our next blog post we’ll dive into more detail about how self serve provides guided remediation to users without ever having to contact IT.

Learn more about how ADEM Yields Benefits Across the Organization in this ESG whitepaper.