Four Trends Driving the Adoption of End-User Monitoring in Healthcare
Submitted by: Bojan Simic, Principal Analyst at TRAC Research
The adoption rates of different flavors of application performance management technologies across different industry sectors have been fairly uneven. Industries such as Retail, eCommerce, Telecommunications or Finance / Banking have been traditionally leading the pack in terms of the interest in this technology area, simply because there is more risk for them to lose money if their applications are performing poorly. However, recently we have been seeing IT and business executives from Healthcare being more active when it comes to understanding the value of technologies for monitoring application performance, especially solutions for end-user experience monitoring.
Not only is healthcare becoming one of the fastest growing areas of the application performance monitoring market, it is also pushing technology vendors to provide more advanced capabilities, due to requirements in this sector. There are a couple of reasons for this:
- Adoption of Electronic Health Records (EHR). EHR has helped organizations to improve the quality and effectiveness of internal processes while allowing them to meet regulatory requirements. At the same time, it has significantly increased these organizations’ dependency on IT technology and the quality of experience for IT services.
- “Employee effectiveness” in Healthcare has a different meaning. One of the key drivers for adopting end-user monitoring technologies has been improving the productivity and effectiveness of business users. While in some other usage scenarios, employee effectiveness is measured by metrics such as “the number of calls handled per hour” or “the number of repeat customers”, employee effectiveness in healthcare directly impacts patient safety.
- Application usage rates are more critical. In many industries, employees can find a way to avoid using a specific business application because it is too slow and still get their jobs done. We have been hearing about examples of employees deciding to “replace” Business Intelligence (BI) or CRM applications with Excel spreadsheets because they have gotten tired of waiting for screens of these applications to load. This is something that cannot be done with EHR and other critical applications in Healthcare.
- “Physicians are a tough crowd”. Some IT departments base their plans for managing the quality of IT services on what the level of tolerance is of business users that they are supporting. The acceptable level of application response times and page load times can range anywhere from 2 to 15 seconds based on what end-user expectations are and how likely they are to complain. From previous conversations that we have had with IT managers, if I had to rank the tolerances of end-users from different industry sectors to issues with slow applications, the healthcare industry would be very close to the bottom.
Our recent article highlighted that organizations are becoming more aware of the differences between traditional application performance management (APM) solutions and solutions for user experience monitoring. The way the Healthcare industry has been, about deploying solutions for monitoring the performance of business-critical applications, validates these findings even further. The capabilities that are distinguishing end-user monitoring from traditional APM are the abilities to: prevent issues before end-users are impacted, monitor response times for each user or user group and measure application utilization and the business impact of application performance. These capabilities are becoming top of the mind for organizations in the healthcare industry, and it is expected that this sector will be a major driver for the future adoption of end-user monitoring technologies.