Deploy endpoint telemetry that measures boot time, login duration, application responsiveness and network quality.
Information & Communications Technology
Digital Workplace Experience Management and Endpoint Analytics
Measure and improve digital workplace experience using endpoint telemetry, experience scoring and proactive remediation that fixes issues before employees raise a support ticket.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Employees rarely report a slow login or an application that occasionally freezes; they simply lose minutes of productivity every day and eventually stop trusting IT to notice. Support ticket volume alone cannot reveal that pattern, because most degraded experience never becomes a ticket at all. This course teaches participants to deploy endpoint telemetry that measures boot time, login duration, application responsiveness and network quality from the employee's own device, combining it into an experience score that reflects lived reality rather than uptime statistics. Participants design proactive remediation rules that trigger automated fixes, such as clearing a corrupted cache or restarting a stalled service, before an employee notices a problem, and correlate telemetry with support ticket history to find recurring root causes worth fixing at scale. Sessions cover combining sentiment survey data with objective telemetry, benchmarking scores across device types and locations, and building a business case for hardware or network investment from the evidence. A case exercise works through a business unit reporting complaints despite acceptable average metrics, requiring participants to segment the data and find the outlier devices behind the perception. By the end, participants can design a measurement programme and use the data to justify workplace technology investment.
Expected Learning Outcomes
Design an experience score that combines telemetry signals into a single measure of lived employee experience.
Configure proactive remediation rules that fix common endpoint issues before an employee raises a support ticket.
Correlate endpoint telemetry with support ticket history to identify recurring root causes worth fixing at scale.
Combine sentiment survey data with objective telemetry to separate perceived experience from measured performance.
Benchmark experience scores across device types, locations and business units to target improvement investment.
Build a business case for hardware refresh or network investment using endpoint analytics evidence.
Who Should Attend
End-user computing managers responsible for device and application performance.
IT service desk leaders looking to reduce ticket volume through proactive fixes.
Workplace technology architects designing digital employee experience programmes.
IT operations analysts building dashboards from endpoint telemetry data.
IT leaders building investment cases for hardware refresh or network upgrades.
Change managers assessing the employee impact of workplace technology changes.
Course Modules
Select any module to see its sessions and points.
01Measuring the Digital Workplace
2 sessions · 8 points
Session 1Deploying Endpoint Telemetry
- Deploy lightweight endpoint agents that measure boot time, login duration and application launch performance.
- Capture network quality metrics such as latency and packet loss from the employee's own device and location.
- Configure telemetry collection frequency and scope to balance data richness against device performance impact.
- Respect data privacy boundaries when collecting endpoint telemetry from employee-used devices.
Session 2Designing an Experience Score
- Combine boot, login, application and network telemetry into a single experience score with defined weightings.
- Validate the experience score against known good and known poor devices to confirm it reflects reality.
- Segment experience scores by device age, operating system version and business unit for meaningful comparison.
- Review and recalibrate scoring weightings periodically as workplace technology and usage patterns change.
02Proactive Remediation
2 sessions · 8 points
Session 1Designing Automated Fixes
- Identify recurring issues, such as corrupted caches or stalled services, suitable for automated remediation.
- Design remediation scripts that fix an issue safely without requiring employee interaction or a disruptive restart.
- Set thresholds that trigger automated remediation before an issue becomes severe enough to prompt a support ticket.
- Test remediation actions in a controlled group before rolling them out across the full device fleet.
Session 2Measuring Remediation Impact
- Track ticket deflection achieved by proactive remediation against a baseline period without automated fixes.
- Monitor for remediation actions that mask a deeper issue rather than resolving its underlying cause.
- Adjust remediation rules based on false positive rates and unintended side effects reported by users.
- Report remediation coverage and effectiveness to demonstrate the programme's return on investment.
03Connecting Telemetry to Support Operations
2 sessions · 8 points
Session 1Correlating Telemetry with Support Tickets
- Correlate endpoint telemetry timestamps with support ticket creation to link symptoms to their underlying cause.
- Identify recurring ticket categories that share a common root cause visible only in aggregated telemetry.
- Prioritise root-cause fixes by the volume of tickets and lost productivity time they are estimated to prevent.
- Feed telemetry-based root-cause findings back into support desk knowledge articles and triage scripts.
Session 2Integrating Sentiment and Objective Data
- Design lightweight sentiment surveys that capture employee perception without causing survey fatigue.
- Compare sentiment survey results against objective telemetry to identify gaps between perception and measurement.
- Investigate cases where sentiment is poor despite acceptable telemetry to uncover issues telemetry does not capture.
- Segment sentiment data by role and location to detect experience gaps affecting a specific employee group.
04Driving Investment and Continuous Improvement
2 sessions · 8 points
Session 1Benchmarking and Segmentation
- Benchmark experience scores across device models, operating systems and office locations to find outliers.
- Segment underperforming devices by age and configuration to distinguish a hardware issue from a software one.
- Compare experience trends before and after a workplace technology change to measure its actual impact.
- Set experience score targets by employee segment rather than applying a single organisation-wide target.
Session 2Building the Investment Business Case
- Translate experience score gaps into estimated productivity loss to support a hardware refresh business case.
- Present endpoint analytics evidence alongside cost estimates when requesting network or infrastructure investment.
- Track post-investment experience scores to confirm the improvement materialised as forecast.
- Report ongoing digital workplace experience trends to leadership as a recurring operational metric.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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