Solution BriefEnhance Your End-User
Productivity with Digital
Experience Monitoring© 2024 Zscaler, Inc. All rights reserved.

With cloud adoption on the rise and hybrid work here to stay, service desk teams are put under immensepressure to maintain great end user experiences. The COVID impact accelerated work-from-anywhere
initiatives, however, the future workforce is hybrid, as the number of remote users vs. office-based
workers begin to converge.

Remote user vs. office worker trends

To enable the hybrid workforce, service desk teams have to support employees coming into work, while
assisting and establishing new practices that support those working from home. This has led to a greaterthan 35% increase in support ticket volumes and a rise of more than 30% in service cost per ticket.
Additionally, service desk technicians increased the time taken to handle a ticket from 7.37 minutes toalmost 10 minutes per call—an increase of 30%.1
The challenge remains to quickly and efficiently solve end-user performance issues to reduce overall IT
costs. However, end-user performance issues range from SaaS or cloud application availability and homeWi-Fi, to network path outages and network congestion–none of which are easily isolated or diagnosed.
Service desk teams need real-time, end-to-end visibility with AI-powered insights for root cause analysis
to reduce ticket volumes and service times.

Greatly reduce costs & improve digital experiences
Being able to quickly triage, isolate, and resolve root cause issues when employees report problems
have significant downstream benefits. With more L1 or L2 service desk analysts resolving issues, there
are fewer demands on more expensive specialists that can stay focused on their core areas. Businessstakeholders, in turn, see their problems resolved faster and can continue to meet their customer needs
and business goals.

1

https://www.computerweekly.com/news/252496080/Helpdesk-meltdown-due-to-absenteeism-low-morale-and-increased-workload© 2024 Zscaler, Inc. All rights reserved.

Solution Brief

2

Greatly reduce costs and improve digital experiences
Employees report problems

OPEN TICKETS

Global / regional / office?

L1 $

L2 $$

Close tickets
faster, with fewer
escalations andlower costs

Closetickets
fasterwithoutescalation

Minimize businessdisruption due topoor app or service
experience

Focus on specific user
Wi-Fi?
ISP or internet?
DNS or routing issue?
Device or endpoint?
VPN or proxy?
Application?

CLOSED TICKETS

Escalate to specialist

L3 $$$

Digital experience monitoring (DEM) technology measures performance by monitoring the health of all
systems between an end user and an application. A fast user experience is key to the success of digitaltransformation and work-from-anywhere initiatives, and it’s incumbent upon service desk leaders tooptimize the user experience. Not only is a fast user experience essential to productivity, but it preventsusers from bypassing security controls and introducing risk.

Turn the lights onZscaler Digital Experience (ZDX) is a digital
experience monitoring solution delivered as aservice from the Zscaler cloud. ZDX provides endto-end visibility and troubleshooting of end-user
performance issues for any user or application,
regardless of location. ZDX helps service desk teams
regain visibility within their zero trust network,
detect regional performance or availability issues,and troubleshoot poor user experience.

“Using ZDX, we’ve improved ourtroubleshooting time by 62%, enabling
us to quickly focus attention on thesource of a user’s connectivity issue.”Trusted by enterpriseleaders to secure theirdigital transformation
while delivering great
digital experiences.

Peeyush PatelCIO and CISO Careem© 2024 Zscaler, Inc. All rights reserved.

Solution Brief

3

ZDX key benefits for service desk teams:

Get unrivaled visibility
into end user experience

Measure digital experience
quality for every user

Turn the lights onin minutes

Scale with a proven global
cloud platform

Get end users back towork quickly with root
causes of poor user experience, down to the offending device, Wi-Fi orregional network, and app
or service.

Understand the quality ofyour services - SaaS or
internal apps, videoconferencing, and more no matter which devices
they use or where theirapps are located.

If you have deployed
Zscaler Client Connector,
there is nothing more todeploy. Turn ZDX on, andget complete end-to-end
visibility across users,
networks, and apps.

No user, device, or network is out of your reach.
Get unrivaled visibility into
every end user device
including deployed software, active processes andresource utilization, andhome Wi-Fi networks.

Rapidly isolate root causes of poor end user experience
ZDX consolidates many IT operational tools (traceroute) and displays them through a single pane of glass.
This reduces service desk teams’ burden to learn complex analysis tools. With ZDX, service desk teams
can quickly expose network problems from user to applications (e.g., Zoom/M365 call quality, Box,
Salesforce, custom applications, etc.) to identify their root causes.
ZDX provides insights network teams need to fix issues and reduce the mean time to detection andresolution (MTTD/MTTR) without compromising security principles. With ZDX, service desk teams canidentify if Wi-Fi at a hotel is congested, local DNS resolution is slow, or the network is dropping packets.
Service desk teams can also dive into device and software inventory without logging into each device
or multiple monitoring tools, saving them time. They can see the latest operating system, patches, andsoftware versions all from within ZDX. To further simplify troubleshooting, alerts can be extended using
APIs to any tool that supports Webhooks (e.g., ServiceNow). Through ZDX, service desk teams canresolve complex end user performance problems in minutes without multiple tools.
Microsoft Teams Call Quality

85 out of 100
ALL USERS

Device Health
CPU | Memory | Disk I/ON/W I/O | Bandwidth | Processes
High latency
betweenHotel gateway
and ISP

Meeting Session
AudioVideoSharing

< 1ms
< 1ms

4

3

6491ms

9ms

6ms

CEO

10.1.2.1

20.189.26.100

165.225.218.222

13.107.64.2

Private IP: 10.1.2.123

Gateway

EgressZIA Service Edgeteams.microsoft.comAustralia

Public IP: 20.189.26.100

Telestra6049

Melbourne, Australia

Melbourne, Australia

Sydney, Australia

Executives: Latency | Jitter | Loss I/O | MOS I/O: Latency | Jitter | Loss I/O: Latency | Jitter | Loss I/O

Microsoft Teams Call Quality

17 out of 100

Z-Tunnel 2.0

Service desk quickly troubleshoots & resolves poor user experience© 2024 Zscaler, Inc. All rights reserved.

Solution Brief

4

Reduce time to root cause analysis with ML-based insights​​To further speed up analysis from hours to seconds by instantly exposing root causes, ZDX has ML-based
analysis. ZDX ML-based insights facilitates collaboration by focusing on digital experience issues while
reducing alert fatigue. It does this by gathering, correlating, and analyzing data holistically, eliminating theneed for specialized IT skills.

APPLICATION

Root Causes Analysis
CLOUD | INFRA
acrossapps, services, users, regions, time, etc.

NETWORK

due toISP, wifi, backhaul, VPN, internet, egress, etc.

END USER
EXPERIENCE

Comparison mode
WI-FI | VPN | ISP

two points in time and quickly
show the differencesDEVICEZDX ML-Engine automates root cause analysis

With ZDX, organizations can now fully monitor the SaaS, cloud, and on-premises applications’ experience
simply and intuitively from the end-user perspective. ZDX restores visibility across the complete connection
and quickly isolates user experience issues. ZDX delivers holistic, end-to-end user experience monitoring
across any network, helping IT teams streamline troubleshooting and improve user productivity.
Unlock superior digital experiences as part of the Zscaler Zero Trust Exchange Platform and easily activate
ZDX to expand digital experience management to all your users.

Request a Demo

About Zscaler
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient,and secure. The Zscaler Zero Trust Exchange protects thousands of customers from cyberattacks and data loss
by securely connecting users, devices, and applications in any location. Distributed across more than 150 data
centers globally, the SASE-based Zero Trust Exchange is the world’s largest inline cloud security platform.
Learn more at zscaler.com or follow us on Twitter @zscaler.
+1 408.533.0288Zscaler, Inc. (HQ) • 120 Holger Way • San Jose, CA 95134© 2024 Zscaler, Inc. All rights reserved. Zscaler™,
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