Digital Experience Monitoring

Digital Experience Monitoring (DEM) to improve End-User Productivity

Digital Experience Monitoring (DEM) is a method that enables businesses to track and evaluate end-user experiences in real time. It gives IT teams the ability to find and fix problems end users could have with their digital experiences. This boosts workplace productivity.

We can utilize DEM to increase end-user productivity and below are a few use cases.

  1. Detect issues in real-time and troubleshoot them proactively before end users are impacted. DEM enables you to do both things. By doing this, you may avoid any potential downtime or productivity loss brought on by problems with the digital experience.
  2. Examine usage and performance patterns: DEM offers information on how end users are using digital resources, such as apps, networks, and devices. You can find any bottlenecks or inefficiencies that might be affecting production by analysing these trends.
  3. Compare performance to industry standards: DEM enables you to compare the digital user experience of your company to industry standards. By doing this, you may spot potential areas of weakness and make the required improvements to increase production. Monitor third-party applications and services: Many organizations rely on third-party applications and services to operate. DEM can monitor the performance of these applications and services and identify any issues that may be impacting end-user productivity.
  4. Improve the end-user experience: You can improve the end-user experience by using DEM. Because of this, customer happiness may rise, which in turn may raise productivity. You may build a setting that promotes productivity and efficiency by anticipating any problems and offering a seamless digital experience.

DEM is an effective technique for raising end-user productivity at work. Organizations can foster a productive and efficient work environment by proactively identifying and addressing digital experience issues, analysing performance and usage patterns, benchmarking against industry standards, monitoring third-party applications and services, and improving the end-user experience.

This article is a part of our 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 series. More to follow.

If you have queries related to 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 𝙈𝙤𝙣𝙞𝙩𝙤𝙧𝙞𝙣𝙜, reach out to our in-house DEM experts. They are happy to hear from you

How Information Security & Cyber Security are cousins

“A ship is safe in harbor, but that’s not what ships are built for.”

—John A. Shedd

Cyber refers to the digital world and all things related to technology and the internet. This includes online communication, computers, networks, and the security of these systems from unauthorized access and harm. In short, cyber refers to the virtual world and ensuring its safety.

So, cybersecurity is the practice of protecting computer systems, networks, and internet-connected devices from digital attacks, theft, and damage. This involves implementing various technologies, processes, and practices to secure sensitive information and prevent unauthorized access, hacking, and other cyber threats. The goal of cybersecurity is to keep the internet and connected devices safe and secure for individuals, businesses, and governments.

Information security and cybersecurity are closely related but slightly different concepts. Information security refers to the protection of information and data from unauthorized access, use, disclosure, disruption, modification, or destruction. This encompasses a wide range of practices and technologies, including access control, encryption, firewalls, and backup and recovery systems.

Information Security = Cyber + Physical

In short, information security is a broad term that encompasses all aspects of protecting information, while cybersecurity specifically focuses on the protection of digital systems and networks.

To make information security solutions precisely effective, clients focus on use cases. In the context of cybersecurity, a use case is a specific scenario or situation that describes how a security event or incident should be detected, investigated, and/or responded to by an organization’s security operations team. A use case typically includes a set of rules, criteria, or thresholds that define what constitutes an abnormal or suspicious activity that requires further investigation or response.

Purple is commonly used in information security- purple from mixing red for offense and blue for defense. Purple Teaming is a collaborative process that combines the expertise and knowledge of both the “blue team” (defenders) and the “red team” (attackers) to improve an organization’s cybersecurity defenses. The objective of Purple Teaming is to identify and close gaps in an organization’s security posture, as well as to improve the effectiveness and efficiency of the overall security strategy. In a Purple Team engagement, the blue team provides the red team with access to its systems, tools, and processes, and then actively works with them to identify vulnerabilities, test defenses, and develop mitigation strategies. Through this collaboration, the blue team gains a better understanding of the organization’s vulnerabilities, and the red team learns how to improve its attack methodologies. The Purple Teaming approach helps organizations to prepare better for real-world attacks and to improve their security posture over time continuously.

If you have any thoughts or questions about your organisation’s security postures or initiatives, feel free to write to

AIOps simplifies complex IT Environments

Complex IT Environments made easy with AIOps

Artificial Intelligence assisted IT Operations (or AIOps) is now the most pivotal technology intervention that is helping IT Services team to evaluate and identify the actual challenge in the IT estate that comprises of complex infrastructure and applications. The estate shares a volume of data that speaks a lot about the way the estate is behaving and how operations team can respond. The challenge is how to churn and analyse the data to enable the operations team.

With AIOps operations team can quickly identify the areas of concern and with faster turnaround can improve infrastructure response. AIOps helps monitoring and alerting the team for issues occurred, potential issues that may occur and by automating response to the issues. AIOps helps reduce the workload of monitoring team and allows them to focus on other critical tasks.

AIOps and Monitoring

When the IT estate is complex AIOps becomes crucial for monitoring the IT estates, as it is spread across multiple locations including cloud. The monitoring team needs to track logs, traces, and events.  The monitoring team must collect data and analyse data, to derive certain actionable. The AIOps platform does all the data collection, co-relation, analysis and combines related issues to trace the root cause and enables faster resolution. The key function of AIOps is to precisely identify problems before they occur and reduce the possibility of outage.

Areas that AIOps can deliver better success are

  1. 1. Data and its consistency: Systems generate volumes of data for monitoring and the data keeps increasing with time and addition of systems. The data need to be available for processing regularly and in a specific format for the AIOps platform to respond faster.
  2. 2. Design simplicity in complexity: The interconnections of the systems need to be designed in the simplest possible way. This helps alerts from varied systems, Applications, workloads, and other deployments to come in a proper way. The AIOps can respond better and faster to such well-designed environment.
  3. 3. Adoption to change: the adoption to changes that are due to governing policies, change in technology, migration to new systems (application and infrastructure) occur faster than ever before. The AIOps helps IT Operations team to adopt to the new platforms faster.
  4. 4. Cloud readiness: with the shift of investment to “As-a-Service” scenario, the cost optimization pushes the adoption of auto-scaling, in flight tuning, and can address higher volume of data.

With the overall complexity building up that increases the dependency on skills and systems, automation and AIOps plays a key role in helping overcome these challenges.

CMS IT Services enables deliver services with help of AIOps that enables customer derive benefits

Application Integration Trends in 2019

Enterprise Application Integration is the science of connecting software applications and hardware systems within a complex enterprise IT environment. It also entails seamless integration with external entities like customers and vendors, adopting a strategic collaborative approach. The integration enables free access and flow of information across devices in a secure and agile manner while overcoming the barriers without any data transfer.

Middleware technology and APIs are used for app integration at functional levels, regardless of app types and service provider domains. App integration enables the power of simplifying the complex on-premise and cloud server’s ecosystem, an integral part of technology deployment for an agile IT infrastructure to function consistently and in a unified manner across various business units.   

Let’s explore the latest Data Integration trends governing the enterprise apps this year.

Data-Centric Integration

Although all the data is not important, yet huge bulk of data is produced daily across various systems, applications and services. However, enterprises have woken up to the criticality of useful data and its gravity for their business in long term.

Businesseshave started deploying latest data integration and data management solutions, such asdPaaS (Data Platform as a Service) to manage and secure their data from the boundaries of applications. Application integration solutions will be accommodating data integration solutions even furtherfor a streamlined and better centralized platform.

DevOps will be Highlight

DevOps stands for “development” and “operations”, the concept that stresses on the significance of communication and collaboration among product management, software development and operating team.

DevOps has already been ruling the roost and will continue to do so in 2019 too, since it enables enterprises to follow an agile and lean approach to deliver a successful finer final product to the users while meeting their expectations.

Cloud-based Solutions

Modern business enterprises employa variety of cloud-based applications and services in tandem with on-premise systems; although, the free flow of information across applications and services can be a daunting task.

Cloud-based Integrated Solutions are already in vogue among major organizations to integrate back-office systems while shift their SCM systems from on-premise to cloud servers.

These agile solutions will be embraced with open arms by many more businesses, given the cost-effective cloud elements, effectiveness of cloud API and flexibility and rapid connectivity while efficiently running numerous business-critical applications.

Adoption of Hybrid Integration

An amalgamation of on-premise systems and cloud integration of applications, hybrid integration employ secure technology like Transport Layer Security (TLS), to patch the gap between enterprise systems and SaaS/PaaS/iPaaS services.

Following the cloud integration trends, many more clients are embracing hybrid integration technology as it enables users to access both on-premise data and cloud application-based data in addition to incorporating new systems within the business enterprise. Such advanced and robust solutions are cost-effective and efficiently transfer data while giving a competitive edge and drive innovation.

Focus on Mobile and Real-Time Integration

Application integration is not mere connection of two or more applications to enable data flow, it must be result oriented and value-add to end-users. Modern users expect a seamless experience across various devices – be it for shopping, data storage or data access.

By mid-2019, integration solutions in e-commerce landscape will steer focus towards ensuring real-time data synchronization between systems across various POS (Point of Sale) – desktop PCs, laptops, handheld devices or store purchase for an enhanced shopping experience to buyers.

Focus on IoT, Mobile and Cloud

Internet of Things (IoT) is becoming ubiquitous. The cutthroat competition among enterprises in big data space where the sheer volume, variation and velocity of data are overwhelming. The world of IoTis flooded with new applications and devices against rising demand of real-time data analytics and insights.

Integration solutions will make moolah by incorporating IoT technology in a full-sizematured infrastructure to bring together all the connected and next-gen devices and applications within the existing IT system.

iPaaS, Latest Golden Standard

Enterprise operate in quite a complex environment, mainly with advent of cloud solutions and Pass/Saas. Integrating various platforms and applications is not an easy task for vendors. SaaS integration will not suffice to meet the requirements of increasingly complex IT infrastructure.

iPaaS (Integration Platform as a Service) is a cloud integration solution that can be deployed for a cohesive IT environment. iPaaS will witness an incredible demand among businesses due to its ability to deliver simplified point-to-point integrations along with developer tools to design and implement customized integrations.

Integration of Chatbots with Mobile

Chatbots, a common name in customer support, primarily in the e-commerce landscape, heavily depend on written or spoken messages to interpret what shoppers want and based on that communicate with them, the function that heavily relies on the robustness of the message platform.

Seeking assistance from integration middleware, chatbots can be integrated with company’s mobile applications and databases to draw the desired information spread all over the organization with just a click of a button. Such development will provide umpteen business opportunity in understanding the customer needs much better and grow the e-commerce on different devices.

BYOD Policy

With expanding businesses, rising workforce and struggle for office space and physical devices, many organisations encourage employees to use their own devices, bring your own device (BYOD) to perform multiple business functions in a securely fashionusingbusiness applications. Mostly the applications are connected with company cloud server, accessed via a security code. BYOD policy empowers employees from anywhere anytime in a cost-efficient and flexible manner thus encourage cloud adoption and increase efficiency. Therefore, businesses are pushing for BYOD-focused integration in the existing IT infrastructure. Focus on BYOD driven policies will be a priority.

Outsourcing Application Integration

With increasing IT complexities, often, in-house IT teams struggle due to lack of expertise and time to facilitate business workflow and data exchange between multiple applications and software packages. Data security becomes a key concern that CIOs cannot forsake their integration solutions nor experiment with it.

Enterprises are turning to third party and IT partners to outsource app integration services. Outsourcing companies efficiently leverage evolving technology, integration maintenance and provide secure and scalable solutions while performing event exchange, routing and workflow implementation.


Companies must ensure they are effectively implementing app integration in order to bring about a successful digital transformation before their competitors do. Application integration offers best of service providers to cater to varying integration requirements. There is a rapid adoption of cloud-based integration, in lieu with key elements like mobile, ecommerce, and real-time synchronization.

IoT-focused and data-centric integration have gained the center stage in the integration network to counter the big data challenges. Apart from that DevOps, iPaaS, chatbots and integration outsourcing will be the trends to watch out for into 2019, showcasing an intriguing phenomenon against the rapid evolution of application integration.


Benifits of Hiring Managed Services Providers


Managed IT services enable enterprises to entrust their IT operations to a third-party who are called as Managed Service Providers (MSPs). MSPs are entirely or partly responsible for the business’ IT systems, as per the Service Level Agreement (SLA), providing round-the-clock monitoring, issue resolution and reporting, and more.

MSPs adopt a holistic approach to IT services, that result in much more efficient standard of operations as opposed to in-house IT management. Competent managed service providers support in management and maintenance of the overall infrastructure besides giving end-user support.

Evidently, in 2014 merely 30% of companies used MSPs. However, in a year’s span the number doubled with reduced IT costs by 40% and higher efficiency. The number of enterprises embracing the managed service outsourcing doesn’t seem to stop since then.


MSPs employ extensive IT expertise to resolve issues efficiently, keep systems up-to-date and prevent issues before they arise. MSP services are typically offered in tiered levels, deploying thesophistication of automation and enhanced degree of management at higher levels based on SLAs. End users generally pay for the services they need and are offered tailored services based on the business requirements and demands.

There are other important business functions such as utilities that the end users pay for all the services provided offsite, like remote monitoring and management, help desk solutions, backup and disaster recovery, and beyond.

Slowly yet steadily Managed IT services has become an important operating expense to maintain core functionality, as opposed to additional expense incurred during one-off issue resolutions with break/fix models.


MSPs offer a virtue of experience in abundance by proactively managing multiple clients for each of the organization that is otherwise nearly an impossible task for the in-house team. In addition, while using the MSP services, businesses can efficiently plan and forecast their IT spend and free-up their core team from focusing on operational readiness. Which also empowers small businesses to completely shift their focus towards growing their reach and achieve organic growth without wrecking their brains on routine IT issues. MSPs are always equipped with compliance to individual organization security policies, thereby impart maximum security expertise to the entire IT infrastructure.

Let’s discuss some of the key benefits of having a third-party IT partners for IT managed services a bit further:

Free-Up In-house IT team

Often the IT team in an organization is stretched thin. By outsourcing back-end functions or complex and rapidly evolving technology solutions, organizations develop the capacity to free-up their core IT team in-house and deploy their technology expertise to critical projects. This endeavor further enables businesses to achieve core objectives via focused innovation.

Geared -Up with evolving IT demands & keeping pace

Organizations both in India and globally face a major challenge of finding the right resource for their IT requirement, mainly for cyber security and mobile application services. By outsourcing these functions to a technically robust IT partner, the pressure of hiring specialized engineers frequently is quelled to a great extent.

Higher Scalability

IT infrastructure requires exhaustive time and cost which can stretch from months to few years to set-up an agile, streamlined and secure massive systems. Under volatile market dynamics, it is huge risk take for organizations. Therefore, organizationsprefer a more viable option to start on a smaller scale, move rapidly and dwell on expansion based on growth.

IT partners such as CMS IT Services enables enterprises to fulfil their business goals while adopting a modular approach to advanced managed services. This further makes is easier for enterprises to scale their operations based on demand.

24×7 Availability

A 9-10 hours of service provisioning is as obsolete as searching for a phone booth to make a phone call. When users work throughout day and night, the network support must be equally efficient. MSPs make that possible by offering 24x7x365 help, irrespective of weekends and holidays to provide seamless and secure IT infrastructure support to their users.

Offload the Compliance burden

Besides theroutine audits, often enterprises have to go through the rigor of meeting various excruciating standards and requirements while implementing their IT initiatives. There are numerous stringent Acts of Privacy and Compliance that organisationsmust abide by as per the government instructed directives, regardless of the sector they operate in.

A smart and efficient MSP partner understands all the IT regulations their clients must fulfil and clearly specify their bounds while managing the IT infrastructure with due diligence. There are systems, processes and reports set in place by MSPs to vouch for compliance without burdening the in-house team.

Planned Expenses

Every IT investment entails certain peripheral costs. Organizations require plentiful networks, storage, and security. They are obligated to periodic hiring and training, deploy systems and manage equipments to suffice those requirements, resulting in unforeseen sudden surge in IT spend.

MSPs charge a flat fee for delivery of their services as per the SLAs over a set period of time. The SLA clearly marks out what services will be provided and to what extent they will be provided, and they also furnish the metrics to measure the performance and output.

By outsourcing the IT managed services to a third party, organizations become efficient in breaking down their costs into fixed periodic payments, as opposed to the huge expenses resulting from managing systems in-house.


While new technologies and evolving IT landscape provides outstanding opportunities for enterprises, in parallel they pose unique challenges. For many organizations, those challenges spiral into uncontrolled enormousexpenses – starting from cost of hiring, training to regular maintenance and update of the IT infrastructure.

To circumvent the struggle and keep pace with technology, modern enterprises turn to managed services providers with advanced capabilities for help. Choosing a trusted IT partner offers a cost efficient and streamlined approach towards robust managed IT services without having to deploy in-house resources.