User goals and features

Your goals depend on the role you play in your organization — that is, your persona. This topic provides an overview of common user goals, describes the typical issues that might arise in your day-to-day work, and discusses how you can use this product to address them:

Personas refer to real people who interact with the system, and relate to their job titles and responsibilities when using the product. They are different from user roles provided by the product in the following ways:

  • Personas represent real people, while roles are associated with the user account.
  • Personas describe users and their responsibilities, while roles describe the level of access to the product features that user accounts have.
  • Personas are exclusive and roles are cumulative.

Line-of-business owner

Line-of-business owners are concerned with whether users are happy or frustrated and whether applications meet service-level objectives. To address these concerns, you can monitor performance in real time, generate performance reports, and export performance data to external systems.

CIO or IT manager

Chief Information Officers (CIOs) and IT managers are concerned with whether applications meet business and customer demands in a cost-effective manner. To address this concern, you can generate performance reports and export performance data to external systems.

Service level manager

Service level managers are concerned with compliance levels, managing the service-level agreements (SLAs), and negotiating them with end users. For these purposes, service level managers determine the policies for measuring and reporting service levels (internal and external), communicate compliance levels on a regular basis, and resolve internal issues related to compliance.

IT or application operator

IT and application operators are concerned with ensuring the quality and availability of an application and must be able to proactively find and fix problems. They are responsible for providing visibility into application performance and availability to other groups within the organization, supporting new application roll-outs, and ensuring the quality of the application delivery to end users. They are also concerned with finding and fixing the root cause of a problem before users notice it. To address these concerns, you would set up incident-detection alerts and locate the root cause of problems.

Application developer

Application developers design and develop the applications and are concerned about whether a new version of code performs better or worse than the current code and how it affects performance. To address these concerns, application developers modify the applications, monitor performance in real time, fix any performance or availability issues, and generate performance reports.

Technical support specialist

Technical support specialists are concerned about whether end users understand how to work with the web applications. To address this concern, they resolve problems that users encounter, keep them up to date on resolution status, and communicate known issues to end users.

Web operations owner

Web operations owners are concerned with deploying and upgrading applications in production. They monitor, escalate, and resolve performance and availability problems and send the appropriate reports to all other groups.

QA or performance testing owner

QA or performance testing owners validate performance before and after production.

Related topic

User-accounts-and-roles

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*