The Insider's Guide to Next-Generation BPM
By Francis Carden, Founder and Chief Evangelist, OpenSpan , 03/11/2009
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Business process management (BPM), business intelligence (BI), business activity monitoring (BAM) and other analytics collect and aggregate data for evaluation and action. But these types of analyses miss a key gap: events happening on the user desktop. Desktop events often control critical aspects of an organization's productivity levels, controlling everything from how long it takes a surer to log in to the number of applications that need to be updated with the same data.
Desktop event monitoring is granular. It provides key insights into how humans interact with business processes. It captures every detail of user interaction on the desktop. It measures time in seconds. It records each detail of discrete tasks, such as entering information in a field, and complex tasks, such as the time used to complete and approve a dozen fields in a form.
While few would dispute the benefit of desktop event data, the process of capturing such data has always been challenging, as desktop events take place across dozens of applications on hundreds or thousands of desktops across enterprises. Very often these applications are older and less open than their modern Web applications neighbors. This has often made the process of analyzing desktop event data cumbersome and time consuming.
However, new technologies exist to rapidly access desktop-level user events. These technologies leverage the one common denominator between all applications deployed to user desktops: the fact that each application was written to use the underlying Windows operating system. The Windows operating system is an environment rich in communications. Each user action is associated with an "event" that the operating system processes and responds to or passes to applications running in the environment. Each event, such as the movement of a cursor or a mouse click, can be logged.
Comprehensive desktop event monitoring natively accesses any component of any Windows-based application, without APIs. It opens up native applications, virtual applications, Web applications, technologies such as Java, Flash, Active X, and so on. It is also non-invasive unlike many earlier technologies such as keystroke capture, desktop snapshot recording, and archiving, which added a load on system processing and memory while being limited to superficial data collection.
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