Today’s enterprise technology environment is fast-moving and complex, demanding much from the resources and teams supporting it. Because an organization’s employees, customers, and partners rely on IT services, the goal of IT operations is to establish and maintain technology infrastructure to automate the delivery of fast, efficient, and available information and services. To that end, the Total Experience Framework was conceived as a means of defining and addressing the IT management dilemma faced by many organizations, and to help them achieve the delivery of vital services and support for those services at a time of fierce competition and talent shortages.
The Total Experience (TX) Framework is a strategy that creates superior shared experiences by weaving together four disciplines:
- Multi experience
- Customer experience
- Employee experience, and
- User experience
Prioritizing TX helps answer questions about how users interact with an organization’s systems and services, and how IT performance affects the customers’ view of services delivered. TX also helps identify how to enhance employee engagement and satisfaction and, ultimately, deliver a higher quality of service and experience. Those improvements make a day in the life of those supporting IT operations better by delivering actionable insights and automation—and that benefits the organization through higher retention of valuable IT talent.
Elements of a TX Framework are influenced by insights gained by monitoring and ingesting data from four core functions:
- NETOPS, drawing application and user experience from
- DEVOPS informed by situational awareness from
- SECOPS, and ultimately using
- ITOPS as the primary means of supporting and addressing health, risk, or availability issues that affect experience.
None of this can happen without the right technical underpinning. Fortunately, Artificial Intelligence for IT Operations (AIOps) has the capabilities required to sit at the intersection of these functions and establish a central hub for enabling a TX Framework.
The ScienceLogic SL1 AIOps platform was engineered in anticipation of this trend and fits the TX Framework concept well, acting as its central automation engine, performing many crucial tasks and serving as an open integration point of multiple key technologies to unify insights and automation. ScienceLogic offers a Clarity Workshop to facilitate an outcomes-based solution to define and adopt a Total Experience Framework that is right for your organization. Contact us to learn more.
