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Johns Manville’s Services Desk Uses Powerful Proactive Dashboards:

As Senior Service Delivery Manager for Johns Manville, a worldwide manufacturer of premium building products, Jesse Bernal Jr. and his service excellence team are continuously implementing programs to improve user productivity and profitability. Jesse and his CIO transformed the company’s service desk into a learning desk for thousands of users running business-critical applications on SAP.  Utilizing SAP User Experience Management (UEM) by Knoa Software, Johns Manville now understands how employees are interfacing with its SAP investment at the transaction-level, and can anticipate training and educational needs, often without user involvement.

“Every technology deployment has its share of complexity and challenges ranging from user-adoption and training to issues related to applications, servers, networks, configuration and workflow,” says Bernal. “We wanted the capability to identify why problems were occurring, by who and where, in order to determine how to resolve them.  SAP UEM by Knoa is a unique technology that serves as a listener on the desktop. It’s easy to install and captures how users are working with our SAP applications, aggregating information into powerful dashboards that allow us to identify the nuances of technical issues, where and how it is impacting our core business areas and most importantly, provides the granular metrics to help prioritize how to fix them,” continued Bernal.  To learn more from Johns Manville and Jesse Bernal, Jr., continue reading here:

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