65: IGEL Weekly: Optimize the Employee Experience with IGEL Ready Analytics Partners

Nov 2, 2022

IGEL is proud to be hosting a new webinar series with IGEL Ready analytics partners 7SIGNAL, Liquidware and ControlUp. During this series, which kicks off on Tuesday, October 18, attendees will have the opportunity to learn how the joint solutions offered by IGEL and these three IGEL Ready partners can help optimize the employee experience in today’s work-from-anywhere world.

Host: Andy Whiteside
Co-Host: Patrick Toner


00:00:02.290 –> 00:00:20.990
Andy Whiteside: Hello, everyone! Welcome to episode. Sixty five of idol weekly re-host. I got Patrick Toner with me today. Just to I kind of like it. Patrick gives us a chance to have a conversation. It’s always great to have Chris and Sab, or even both, on um, but it gets crowded sometimes, and sometimes it’s a conversation between two people

00:00:21.000 –> 00:00:22.690
Andy Whiteside: is welcome.

00:00:23.110 –> 00:00:34.370
Patrick Toner: Yeah, totally agree. And And you know, today’s topic, it’s, it’s a good one for that type of a conversation because we’re talking about a lot of our partners. Um, you know that that we have a lot of experience with. So

00:00:34.420 –> 00:00:36.370
Patrick Toner: yeah, I I fully agree.

00:00:36.380 –> 00:00:55.400
Andy Whiteside: So let’s define that real quick. I’m a big fan of this conversation when we say partner at zoom Tech, or you and I were just talking about this before we hit record. We have vendor partners, which are people like Itel, that we believe that going above and beyond for is the partner the value, added Reseller, Partner us.

00:00:55.410 –> 00:01:04.990
Andy Whiteside: That’s our job. That’s our role, like. If if they could do it by themselves, they would just do it by themselves. But they need us to get out there and evangelize and help them scale and get their message out.

00:01:05.000 –> 00:01:24.510
Andy Whiteside: So one thing is a vendor partner which we’re going to talk about Igl plus three or four or five more today around analytics. It’s also the customer partner. I I love to challenge everyone that when they say the word customer as integral. They say the word partner in conjunction with it. Because I really want us to look at life through that lens.

00:01:25.520 –> 00:01:39.660
Patrick Toner: Yeah, Yeah, I think that’s that’s a great term for that, because it really is a partnership right, especially when we have a a customer. Um, a lot of times we’re partnering with that customer to, you know they look at us as a trusted advisor.

00:01:39.680 –> 00:01:52.379
Patrick Toner: And um! You need to have that trust there. You need to have that, hey? We’re in this together. Uh, we let it read this stuff. That’s those are the the most successful customers, Anyways, that’s the other customer, partner. That’s a good uh good way to put that.

00:01:52.400 –> 00:02:05.299
Andy Whiteside: I think the best way to tie Bo. When I said this uh multiple times yesterday in front of one of our new employees. Um! You know It’s customer, partner for life. If if that’s the goal and every interaction,

00:02:05.310 –> 00:02:21.400
Andy Whiteside: then we have a good shot of being successful, not not actually a hundred percent successful. We got I I’ve got a challenging customer right now. They wants to make everything we do difficult. Um. They’re huge opportunity for us, but i’m to the point where, if they want to make everything difficult, I don’t need them,

00:02:21.410 –> 00:02:34.000
Andy Whiteside: because I want them to see me as a partner, and I see them as a partner, and just making everything a hurdle that’s not winning, so i’ll go. Choose the other eight out of ten that don’t make it a hurdle. And truly, partner.

00:02:34.550 –> 00:02:50.550
Patrick Toner: Yeah, you know, I I think Andy’s probably worth mentioning, too, and I I like to say this, and all the workshops, webinars, and things like that. Um, you know, being coming from the other side coming from the agile vendor side. Um to me partnership was. It was. It was obvious that the partner community, the the reseller community.

00:02:50.560 –> 00:03:04.859
Patrick Toner: It, you know partnership is different than being just being somebody that transacts. You know the transaction right? They come in at the end. They they really close the transaction, and maybe they bring into a few accounts. There’s having a true partnership. Um,

00:03:04.870 –> 00:03:21.270
Patrick Toner: it’s always just it’s it’s I mean, we see it a lot with with the idol. Um field people. You know they love what we’re doing. And and uh, I think the reason for that is because we’re in it together with them. You know we live and breathe it. Um, go. Do these such things? The podcast, the events? Um, you know

00:03:21.280 –> 00:03:27.449
Patrick Toner: it’s it’s a it’s a much different field than just a a bar that doesn’t bring any value or any partnership,

00:03:27.540 –> 00:03:39.549
Andy Whiteside: right and bar. It means value, added Reseller. And if we’re not bringing value to the equation and the customer, they were failing, I I. I was going to leadership team last week, and I I decided

00:03:40.280 –> 00:03:46.220
Andy Whiteside: in my head, and I X. I was able to um verbalize it, articulate it.

00:03:46.230 –> 00:04:07.769
Andy Whiteside: What we want to be as integr. There’s a really big value, added Resell, and I use air quotes when I say value at a reseller. And I really like those guys, and I’ve watched them for two two decades now, basically and they’re big. I mean, they’re huge, the biggest, I guess I would say, and what I’ve decided is, after listening to them, talk and seeing what they do, and looking at their website.

00:04:07.780 –> 00:04:10.519
Andy Whiteside: The goal for integr is not to be them.

00:04:10.530 –> 00:04:29.889
Andy Whiteside: But the goal is to be who they want to be, like. They’re huge, and they want to be a true value-added reseller. But at the end of the day. They basically just have to sell software and hardware because that’s what pays for the big massive machine they have over there. I want to be as integral what they want to be, but they can’t be because they’re just too big to do it.

00:04:31.760 –> 00:04:50.309
Patrick Toner: Yeah, it’s awesome, You know the um. I think I think even I mean on the customer side before that you know the the big, you know. I won’t say any names here, but some of the maybe three letter acronym companies that you know they have some great employees there. They have people there that you know. I’ve worked with through the years. They’re they’re awesome.

00:04:50.330 –> 00:05:02.210
Patrick Toner: Um. But yeah, I mean they they It’s just a It’s almost like It’s a wholesale company, right? You’re just moving stuff through the door as opposed to having somewhere. That’s purpose, you know. Hey?

00:05:02.220 –> 00:05:18.199
Patrick Toner: We know everything about the product, you know. It’s like It’s like going to Walmart to buy a you know, a video game versus you know, a small, locally owned shop who they know every single detail of the game. They can go in there and ask them questions. They can give you answers. You’re always gonna prefer the other right?

00:05:23.350 –> 00:05:33.969
Andy Whiteside: They might actually have a way to give you credit on the uh old game that you have, that you bring it in, and that’s helpful, too. There’s There’s transactional as well as value and conversations to have along the way.

00:05:34.320 –> 00:05:36.360
Andy Whiteside: You know I listen to a um

00:05:36.380 –> 00:05:58.149
Andy Whiteside: podcast this morning. I had the service now Podcast, which, as you know, that’s a big part of where we’re going next is service now, which actually ties into this conversation today. But, uh, the the guy from city of Los Angeles Ross, I think we were last name now. But uh um timor also thing he um. He made a great comment, and that was credibility. You gain and drops, but you lose in buckets,

00:06:02.840 –> 00:06:16.479
Patrick Toner: so you gain and drops losing buckets. So let’s unpack that for me, because i’m i’m taking it through that. And uh, you know it kinda does make sense. You know it’s it’s hard, you know it. Basically said it’s hard to build it. Um! It’s easy to lose it all quickly

00:06:16.490 –> 00:06:46.470
Andy Whiteside: if you have to do a lot to earn it. You have to do educational things like this podcast, like the Webinars. You have to get people to conferences like, you know we do. We have to have meaningful conversations where we hold ourselves and our vendors and our customers accountable for bringing real topics to the table around what they’re trying to do. We have to be open and honest with each other around. Okay, I I’ve heard from you that your need is to do X. But let me ask you an honest question: What is your budget? And i’m not just trying to find out how much money I can get out of you. I’m trying to find out how much time that I need to waste

00:06:46.480 –> 00:07:11.100
Andy Whiteside: going down a path that you haven’t budgeted for, and never would be able to forward, or you can’t afford this year. We’ll budget it for next year to get it right. Um! But it’s those little conversations the minute you have it’s like going to a restaurant. Have your favorite restaurant, you know. Some member of my family used to love Jason Delhi. We went one time, and there was a fly in the ranch dressing on the Salad bar just happened. We didn’t go to Jason Delhi for three years after that

00:07:11.120 –> 00:07:12.000
I was

00:07:12.190 –> 00:07:25.309
Patrick Toner: Yeah, no, it’s It’s a good. It’s good analogy. It’s funny how that works right, You know. There’s that one bugle thing that even that kind of out of your control. Maybe you can do something to keep the flies out of them, though. Um, yeah, it’s so easy to lose it.

00:07:25.320 –> 00:07:55.300
Andy Whiteside: Yeah, alright, So the uh the blog for today is, uh by Vivia Sagger, which we both know give you a really well. She works on the team at Idel, and the title of it from October thirteenth of this year two thousand and twenty-two is optimized. The employee experience with ij already analytics partners, and you know we’re talking about it. And you mentioned the word user. And I, one hundred percent agree with that. At the same time, she, I think, use the work fully. Experience here, because that’s where we’re at. We’re in a world where, uh catering to the employee experience, whether it’s

00:07:55.310 –> 00:08:10.460
Andy Whiteside: remote work or more likely hybrid work. Uh, you know, to to their mindset, making sure they’re having the best possible experience they can have just like that the restaurant experience, because that one bad experience without the ability to rectify it rather easily

00:08:10.470 –> 00:08:16.420
Andy Whiteside: is a detrimental to the long term, and you might actually, you know, lose an employee over one bad experience.

00:08:16.880 –> 00:08:34.099
Patrick Toner: Yeah, you know. And And I think you know this this blog and the topic of this blog, you know specifically around the um having the analytics. Um lot of times. This is overlooked, you know a lot of the customers we talk to. Um, the the management level people just assume.

00:08:34.110 –> 00:08:43.800
Patrick Toner: If their admins had this, you know. Oh, Yeah, yes, you guys can tell everything. You know what’s going on with that device. You can just pull up logs and and figure out what’s going on in a lot of times

00:08:43.900 –> 00:08:56.900
Patrick Toner: uh the admins Can a lot of a lot of times they don’t have the visibility they need, and and whether it’s I Jo or windows, or whatever. Um, yeah, it’s, you know. You always have log files. You can always forward through them and waste tons of time and

00:08:57.010 –> 00:09:02.029
Patrick Toner: try to find some line in the code in the in the log that says, hey? Something happened at this time.

00:09:02.210 –> 00:09:08.700
Patrick Toner: But having these analytics partners is just huge. I mean It’s a game changer for the admins. Um. So

00:09:08.710 –> 00:09:38.270
Andy Whiteside: So we’re going to talk about three. We’re going to talk about seven signal liquid way or control of. We’re actually going to talk about four because we’re going to had a service now, and there’s probably about ten others We could add to their uh zooms it, bring it all together. But something like service now is a place to go get the data out of and look at it in one spot and make decisions in one spot. But the first one here that we’ll talk about is a seven signal. I think we’ve done a podcast on these guys. But this is really calling out a webinar. They have coming up uh sometime in the near future

00:09:38.280 –> 00:09:54.850
Andy Whiteside: October eighteen. Oh, in the past at this point. But uh, Webinar they have. They had, which i’m sure you can go back and watch on demand. But um, Patrick, what is what is seven signal? And as an end user and as an administrator, both uh hit it both ways. Why does it matter in the I don’t know?

00:09:54.860 –> 00:10:18.340
Patrick Toner: Yeah. So so out of this kind of the three that’s that are laid out here. Seven signals a little bit more um purpose, Bill, for specific thing, which is around network uh monitoring. So um! Why, that matters. Uh, you know. Obviously we have a lot of work from home employees these days. So more than ever. Um, you need visibility as the admin. You need to know when a user calls the help desk. What’s in a ticket,

00:10:18.350 –> 00:10:27.779
Patrick Toner: you know. Hey, this isn’t working? I just not working citrix. Isn’t working well, having that visibility. Say? Well that you know. Actually, Citrix is okay. That’s that’s still up.

00:10:27.790 –> 00:10:47.309
Patrick Toner: Uh we’re seeing in this, you know, in this uh in this console that you’re actually, you know, terrible bandwidth on your home network. Uh, you have really bad latency back to your isp, you know wherever you live. Uh you’re on a Dsl connection. Okay, we could. We could. We could see all these things, just have all that visibility. So we can kind of say to the end. User Hey, listen,

00:10:47.320 –> 00:11:03.280
Patrick Toner: um. You have a problem with the wireless quickly plug into your to your router, whatever it it’s. It’s just having that um that data to not have to guess around it. This you have, you know, concrete data, you say. Okay, here’s exactly what’s going on. Now I can address it. So seven signal really focuses

00:11:03.290 –> 00:11:13.240
Patrick Toner: exclusively on that network. Um, there’s network metrics. This is specifically around wi-fi right? That which you know

00:11:13.340 –> 00:11:19.490
Andy Whiteside: um, for the most part almost exclusively without good connectivity or peace and connectivity.

00:11:19.500 –> 00:11:36.169
Andy Whiteside: That device that we have on the endpoint, no matter whether it’s full blown windows, or or I gel, or something else. It’s almost useless and can be maddeningly frustrating if connectivity is um missing or just not reliable.

00:11:36.990 –> 00:11:49.270
Patrick Toner: Yeah, Yeah, definitely. I mean you. You know it’s It’s trying to solve a problem. You don’t have all the clues right? It’s a I like to say It’s a bit. Not having these things is like going to work without a tool in your toolbone

00:11:49.320 –> 00:11:58.749
Andy Whiteside: or or my old school experience, or was like, Okay, not working Well, I don’t know what’s going on. I have no analytics into this. Uh go plug it in,

00:11:58.760 –> 00:12:14.409
Andy Whiteside: and Oh, yeah, by the way turn off the Wi-fi after you plug in, or how many people I’ve seen plug in and the wired, and then forget to turn off the wi-fi I know It’s what I was using at the time. Um, and not have the data to back it up. And you spent days and days and days chasing groom words that ended up being network issues.

00:12:14.940 –> 00:12:15.870
Patrick Toner: Yeah,

00:12:15.970 –> 00:12:31.709
Patrick Toner: Yeah. And I think right that that’s just hit me on the head, I think. Why, the management of different companies by the decision Makers people that you know, plan, and you know, acquire technology for the company. That’s exactly why they don’t they need this? Why, they don’t want to not have this.

00:12:31.720 –> 00:12:46.279
Patrick Toner: Um! They’re they’re admins, are are spinning their wheels or helped. Those people are spinning their wheels on problems. It could easily be, you know, diagnosed with a just a better uh platform for gaining data. You know It’s just a huge time, saver

00:12:46.290 –> 00:13:03.450
Patrick Toner: we? How many times have you done a ping test to a router or something on the Internet just to see what kind of latency and packet loss you were experiencing. Yeah, yeah, you’re on ping trace routes, you know. Um, that. So I I’ll tell a little, you know. Just a quick story about this. We actually I When I was in I jo we had.

00:13:03.460 –> 00:13:20.719
Patrick Toner: Um! That happened. We had a a customer who Um! They were in health care. They were up in Maine. They had a new cio. He was actually ripping. I drills out and saying, we’re going back to the fact client model this Vdi thing, you know, because because sessions kept dropping we’re we’re getting away from it just doesn’t market. So every time

00:13:20.750 –> 00:13:24.419
Patrick Toner: what it was happening is the users um cyclic session was freezing,

00:13:24.450 –> 00:13:33.599
Patrick Toner: and the Cio is just just ordering. Hey, Rip that out of there. Get a fat client back in there, and the the the admin guys on the team. They really they were, reach out to us and listen.

00:13:33.620 –> 00:13:50.499
Patrick Toner: We know It’s not a Nigel issue. We just can’t figure out exactly what the issue is, Um! And you know. So we we went on site. We’re running all these different, you know, all these different commands like you’re saying from the command line: reason that built in network tools we cannot figure out what’s going on here

00:13:50.800 –> 00:14:03.070
Patrick Toner: by using one of these tools in this Exactly. In this specific disabled control up. Um! Those guys joined us for about a half hour, and within about fifteen minutes is their console. They were able to pull up all this data

00:14:03.150 –> 00:14:20.019
Patrick Toner: trouble pinpoint, hey? This is exactly what the problem is happening. The Admin can take that data and then figure out, Oh, by the way, we have this hub in one of our network closets, and it’s causing sessions to drop. So they were able to rectify it, and it’s all just all having the data, all having, you know. Um,

00:14:20.030 –> 00:14:28.280
Patrick Toner: you know, uh, just a platform that gives you. It takes all this, these analytics and the packages about nicest. So you use them. They can look at it and say, Okay, here’s the problem with: So

00:14:28.310 –> 00:14:32.100
Andy Whiteside: so, Patrick, what’s the nicest car you have in your household?

00:14:32.360 –> 00:14:43.030
Patrick Toner: Well, we’re not a real big car family. We do have a forward expedition as you me. That’s our nicer. That’s our nicer car. You drive that thing down a nice, freshly paved interstate. How does it ride.

00:14:43.800 –> 00:14:51.650
Patrick Toner: That’s nice. It brides nice on the interstate. Take that same car and put it on a gravel or bumpy road, or some kind of all chopped up road. How does it ride?

00:14:52.420 –> 00:15:10.010
Patrick Toner: Yeah, My kids might have a little whiplash in that scenario. They’d probably be bouncing up and down out of the car seeds. It’d be a rough, rough ride for sure, and my point in that is, no matter how great you made the car, the the Vdi solution and the ideal end points. It’s the roads crap. The experience is going to be crap. Yeah, Absolutely.

00:15:10.020 –> 00:15:12.730
Patrick Toner: Absolutely.

00:15:12.990 –> 00:15:42.019
Andy Whiteside: I have a similar story where we had in user. Computing implemented in the had all kinds of issues that the fat client computing mass, because you have a degree of packet loss which is acceptable, and things still get done uh web website still loads It just loads slower, but it still loads um. Have several of these examples, but one where you chase the wired network for days, and the customers like time is money. And and you know, at the other day I found out there was the owner’s brother, who wired the building because he owned the building,

00:15:42.220 –> 00:15:58.230
Andy Whiteside: and when you put a like a flute meter, or whatever I think it’s flute uh you put the tool on uh and tested the network. It was all kinds of packet loss, and I said, Well, who who did this? And it’s like, Oh, Tommy and Tommy was the loudest person blame, and everything else turns out Tommy was a reason why the whole thing was crap.

00:15:58.680 –> 00:15:59.840
Patrick Toner: Yeah.

00:15:59.910 –> 00:16:07.960
Andy Whiteside: And then, to make it worse, we get to the end, and the customer doesn’t want to pay the bill, because it took us too long to figure out that they had, you know, unintentionally set us up to fail.

00:16:08.860 –> 00:16:25.070
Patrick Toner: Yeah, you know it’s It’s a great analogy with the roads, I mean, that is, you know, if you don’t have, you know all of your underlying infrastructure in place, And it’s not right. It’s not going to work, you know. So it one of one. And again, why why we need these tools we need.

00:16:25.080 –> 00:16:44.809
Patrick Toner: We need to have that visibility and and to kind of go back to the end. You know the end, user the employee Um! It’s gonna make their life better. It’s, you know I If you’re the it’s It’s kind of like going to a doctor. Right? You go to the doctor, and you have all these symptoms, and Doctor can’t figure it out, and he’s on a test at the test. You You start to get a little bit frustrated,

00:16:44.820 –> 00:17:04.540
Patrick Toner: you know It’s not because another doctor might not. You know the the second doctor you go to. They might run as a test that just actually diagnoses it directly, and they tell you exactly what it is. Your symptoms might not go away in that moment, but it’s knowing what the problem is. Not the mental side of that. It’s It’s just a huge deal. So the employee could definitely appreciate this just as much

00:17:04.930 –> 00:17:15.289
Andy Whiteside: for sure. All right, so let’s jump down and do control of, and then we’ll come back to liquidware at the end. So control up. If you had to explain what control up is,

00:17:15.300 –> 00:17:34.110
Andy Whiteside: maybe even talk about its origins. But if you were talking to a customer and talking about why, analytics, matter. And here’s one of several products you can use, if not all the products, you might use them all simultaneously. Uh, but control up. How does that fit into the ideal world and the world of in user compute Pdi virtual desktops or to Apps:

00:17:34.580 –> 00:17:53.609
Patrick Toner: Yeah. Well, I’m: i’m a big fan of control up, and there there’s solutions, um, you know. And And just as a quick plug, you know, If if anybody’s listening to this uh we’ve done uh full workshops with control up and liquid layer. So go go to our Youtube Channel. Uh! We have those up there.

00:17:53.620 –> 00:18:07.519
Patrick Toner: Um, good old friend Paul Bell, who uh joins controller from my gel uh did did the uh workshop with us, and really did a deep dive. Um! But you know the thing, if you know, just to the high level, the way I would describe control up um

00:18:07.530 –> 00:18:27.199
Patrick Toner: it. It kinda all the things we’re talking about when we talk about metrics. When you talk about having that visibility, including the network, including Kyle with seven single does, having the ability to see. Hey? What is going on, you know, with my home user I could see their wi-fi. Signal. I could see. You know how much latency they have between their endpoint.

00:18:27.210 –> 00:18:35.979
Patrick Toner: And you know the data centers are connecting to um. But there’s so much more. I mean they? There’s all kinds of system statistics, so I can see, you know. Cpu

00:18:35.990 –> 00:18:47.279
Patrick Toner: um. You know how how many processes are running in the background. I get a lot more data. But the thing I love about control of is, it has a really nice interface. It’s very um,

00:18:47.290 –> 00:19:03.460
Patrick Toner: I would say out of three again. The the the thing where they really shine is their their Ui is just incredible, really nice, clean, Chris, Easy to kind of look. Look at, and you know, just you know, understand what you’re looking at, because it’s just laid out very nicely. Um,

00:19:03.610 –> 00:19:06.120
Patrick Toner: So control up is definitely a solution. That

00:19:06.150 –> 00:19:18.349
Patrick Toner: kind of does all of the above all the things that we’re talking about. Um, giving you the the metrics giving you the visibility into your end, users um into their citrix environment into their endpoint.

00:19:18.380 –> 00:19:23.939
Patrick Toner: Um, and understanding all of the different things that that might be causing problems. Um:

00:19:24.610 –> 00:19:26.670
Patrick Toner: yeah,

00:19:27.220 –> 00:19:28.190

00:19:28.400 –> 00:19:56.949
Andy Whiteside: So let me give a little background of control. It right? So it started from a citrics partner. Uh, that needed real time capabilities to not only see stuff and interact, and if you ball did the even more of a product that does does the aggregate of the analytics over a point of time. And now to the point where it does the endpoints. I should have said this about um a seven signal as well as control up, and we’ll get to liquid around that. But these agents are built into the Itel operating system. So you’re not having to bolt them on

00:19:56.960 –> 00:19:59.350
Andy Whiteside: as if some Frankenstein thing is happening.

00:20:01.340 –> 00:20:15.689
Patrick Toner: Yeah, that’s a good point, and that’s that’s something that is is a huge value out. If you’re a Nigel customer, or you’re thinking about Nigel. Um, you know a lot of these solutions. It’s just a quick checkbox, you know. But you you buy the solution. Control everywhere.

00:20:15.850 –> 00:20:23.339
Patrick Toner: The ideal part is the easy to call it. We check the box. We pointed to the to the you know the management, and that’s it. So it’s.

00:20:23.380 –> 00:20:41.819
Andy Whiteside: And that’s one thing as I highlighted about. Igl and the I do already program with Viva and and J. Meredo the idea that they see the ecosystem coming together and give the customer the uh ability to integrate easily. For example, one of my favorite idol stories is knowing that there’s three versions of the Citrix Workspace app on

00:20:41.830 –> 00:20:56.749
Andy Whiteside: the ideal endpoint that you can toggle in between. Uh, that’s huge. If you’re trying to troubleshoot stuff, and maybe you’re trying to get around a a bug or a feature that’s causing issues. Uh, but I don’t clearly understand the value of bringing the main players in the ecosystem

00:20:56.760 –> 00:21:03.149
Andy Whiteside: uh, and even some of the nuance players in the ecosystem together, so that you, the Admin. And the end user have a

00:21:03.170 –> 00:21:05.740
Andy Whiteside: fighting chance of getting to a result quicker.

00:21:06.770 –> 00:21:23.049
Patrick Toner: Yeah, yeah, definitely, You know It’s definitely a strict to buy Joe one. One one thing I didn’t mention about control of um. It’s probably worth mentioning, too, is uh they. They acquired a company, I think, about a year ago. I think it’s called Abbassy. Um, and they’ve turned that into a new solution. Hdx,

00:21:23.060 –> 00:21:40.870
Patrick Toner: which is just, I mean, you have to see if you if you’re listening to this, and you have not seen a demo of as you’ve got to check it out on it’s in our workshop already. Again another shameless plug there that our Youtube Channel. We we kind of went really deep into that. Um. Analyze the endpoints more robustly.

00:21:40.880 –> 00:21:59.349
Patrick Toner: Yeah, they can analyze it. They can actually send commands to the endpoints. It can be so many cool things. Um! And and again kind of in the same spirit of control of. I’ve always thought of a great Why, Hdx has a better ui than their previous um, you know. Uh, you know, platforms that they’ve had, so I mean, It’s just a really great

00:21:59.390 –> 00:22:04.469
Patrick Toner: um, you know, visual platform, and just have so many tools that you can. We can use there.

00:22:05.300 –> 00:22:35.279
Andy Whiteside: Alright, So the third um partner, vendor partner that we’re going to talk about here. That lines with Igl aligned with in tech is the guys from liquid where and it’s really a handful of products. There, there’s the stratosphere part which is number one. What ties into the actual world. Uh, there’s the profile unity piece, and then there’s the flex app piece. But what we’re going to focus on at the moment. The other two apply in the in the world as well, but they’re more on the windows side of providing what is then delivered. Notice, I said, delivered, not streaming to a deliver to the

00:22:35.290 –> 00:23:04.589
Andy Whiteside: In this case I don’t uh it’s strata um stratosphere, so that agents already built in as well. And the reason why I held this to ask is it at the end of this we’re going to talk about service now, and taking all three of these uh, or individual ones of these, and bringing those into your service. Now I tsm it, and I, Tom world. So we’re going to wrap up. And um, so z integr has worked really hard with the guys that look at where to create a um a integration kit that you can get from the service now store that allows you to bring Stratos for your information

00:23:04.600 –> 00:23:16.149
Andy Whiteside: over into your its room World of service now. But, uh, Patrick, what is what is I I look at? Where? Simply the service now piece. What does it do for the ij And the in-user experience.

00:23:16.360 –> 00:23:27.819
Patrick Toner: Yeah. Uh: well, you know just a real quick backup the liquidware agent. I think you know just what that does overall that’s going to be very similar to control up. They have, you know, sometimes, let me tell you, to my competitors. In my mind

00:23:27.830 –> 00:23:48.609
Patrick Toner: there might be a a world where you have both. Um, You know this one does better things than the other, but they’re they’re essentially They’re both giving you that same visibility stratosphere. Um, I think I like about stress here is it really takes such a low toll on the endpoint um as far as resources when it does all this collecting and recording um. It’s kind of like a you know. An engineer’s

00:23:48.620 –> 00:24:07.409
Patrick Toner: uh, you know. Dream, you know, If you’re like a hardcore geek engineer type guy, you’re gonna love the data you pull from the same. There, There’s a lot of data there. Um, specifically what you’re talking about, Andy. I I just had a cusp of conversation with a customer about this the other day. Um! They were looking for a way to integrate Idl

00:24:07.420 –> 00:24:20.939
Patrick Toner: uh with their service now, environment, and you know. There, there’s ways there’s different ways to do that. Obviously it has an Api. Let’s say, here we’ll do what we want with it. Um! We have a service. Now, team, for example, we’ve done this to other customers where we can

00:24:20.980 –> 00:24:37.369
Patrick Toner: full data from the Us. Into service now. But what the reason we brought liquid we’re into here is that it gives you a little bit more right. There’s There’s more things you could do to think there’s a lot of really cool features. Um with the liquid where I gel service now. Integration.

00:24:37.380 –> 00:24:48.590
Patrick Toner: Um, for example, you know, if if you’re let’s say your end users out there, and they’re having issues or having network issues, or you know they’re running out of ram, you know high utilization of brand or cpu,

00:24:49.040 –> 00:25:01.619
Patrick Toner: the the strategy your agents gonna catch that. And similar to the control of you know, agent, They’re gonna catch that before you know. The user might call in. The difference here is with the liquidware integration of the service. Now,

00:25:01.950 –> 00:25:07.110
Patrick Toner: uh liquidware stress, you can report that up and actually open a ticket proactively,

00:25:07.130 –> 00:25:14.329
Patrick Toner: so that you’re you’re basically by the time the end user calls the help desk, they already have that data. But sitting there and a ticket and service now

00:25:14.430 –> 00:25:42.130
Patrick Toner: and say, Oh, Yeah, I see you’re having this um, this issue, you know. And okay, we’ll we’ll send some of the other fix it. It’s kind. It’s a much more, you know, proactive way of doing things. Um, if you not, I can do the other things so it can pull, just you know system data and report that into certain to service. Now. Um, which are which your managers definitely want a lot of the conversations ipad. Um, but it it kind of gives you that extra layer to this proactive layer that’s really cool, and it’s going to save you a lot of time.

00:25:42.650 –> 00:25:49.910
Andy Whiteside: I would highlight that the control up and look at where have been parallel companies, both doing analytics. One was real time

00:25:49.920 –> 00:26:19.909
Andy Whiteside: control, and the other was uh, more aggregated analytics around the user experience uh with the ability to look at it real time. I think they’ve crossed streams right now. You got a liquid where it has command and control, which is kind of a similar type thing and control up is going to where they’re actually doing endpoint monitoring and grabbing that data as well. I think, from both perspectives, they add value and can be used together. We’ve got customers that do use them together at the same time. They can also stand on their own at this point. What you need to know from a integrer perspective is one it’s included in I just

00:26:19.920 –> 00:26:33.579
Andy Whiteside: right out of the box, ready to go uh into z integr as a company that can help you get all three of these into your service. Now, world, if you’re investing in that, and if you are. Obviously, you want to get the most out of service Now you can, which means taking every tool you have

00:26:33.590 –> 00:26:51.870
Andy Whiteside: rolling it up in there so you can make real time decisions you can make. You can make a uh future proofing type of decisions, and you could share that data within the company, so that you at the end of the day do what’s most important, and to take away from this podcast. And this blog is bringing in tools that help improve that in user experience,

00:26:52.340 –> 00:26:59.039
Andy Whiteside: but also the ability for you, the it team to manage to a positive result for that in user experience.

00:26:59.630 –> 00:27:08.559
Patrick Toner: Yeah. And I I don’t know if we mentioned any of it’s probably worth noting as well that the the liquid where service now integration is built by integr our our service now

00:27:08.570 –> 00:27:23.659
Patrick Toner: uh developers uh worked with liquidware to actually build that develop it. And you know, host it in the service now store. So um, you know, just kind of uh just shows the type of expertise we’ve had in that space for a while. We’re just ramping it up, which is awesome.

00:27:23.700 –> 00:27:53.149
Andy Whiteside: Yeah, first thing we do when I post this podcast to reach out to all these guys, make sure they’re aware of it. Talk about okay. How can we extend this, or how can we help the other players? They’re in this podcast uh, get there as well, so they have representation on the service. Now store and again, we can make happier end users out of getting that data where it needs to be. I will also add that I am talking to I, Joe, and we’re going to do it, no matter what. But we’re going to try to get some of that data out of ums where they have the Apis available. They just don’t have an easy um an easy connector to do it

00:27:53.160 –> 00:28:11.939
Andy Whiteside: at the moment we’re going to help them get some of that data out of us into into service Now its and I can for sure. Uh, we can already do that today on the ideal us with. Look at where maybe we can do that with some of the other players, but we’re certainly going to work with Igl to get that data out of us and into service. Now.

00:28:12.240 –> 00:28:24.380
Patrick Toner: Yeah, So it’s so important to have that right. And I mean, you know it. So I just approach It’s great. You have that right so great. You have the Api Um. The conversations I’ve had with customers for years, including till present day.

00:28:24.390 –> 00:28:50.050
Patrick Toner: It’s like, Oh, we’ll just integrate with service. Now. Yeah, yeah, it does. It goes to service Now It’s Api. Okay, great. But then, when the problem is, the Admin. Has ten other projects to get on. Now they have to figure out. Okay, how to save that work. I have to build it. I have to test it, and most times they’re not going to do it themselves. Some organizations have enough, you know, to do it Doesn’t. Integrate easily with service now, and answer, That is, no. You guys make it happen. That’s where we want to fix it right? Exactly.

00:28:50.060 –> 00:28:51.110

00:28:51.930 –> 00:29:18.829
Andy Whiteside: Well, um, Patrick, this is great great conversation, good to chat with. Just the two of us. We’ll have crystal, and i’m sure next time. And um as well as said it should be a communication always great to have their input so much is easier with just the two of us. Uh, but they they bring so much value to the conversation that have in that three way, or sometimes four way conversation really does open it up to who knows where it’s going to go, and often that uh drives us down a path that somebody saw that the other two or three didn’t see,

00:29:18.840 –> 00:29:33.399
Patrick Toner: and it makes for a valuable topic. Expansion

00:29:33.420 –> 00:29:44.049
Patrick Toner: helping out. Yeah, I know It’s Okay, it’s okay. But you know there’s something about seeds. French German, Whatever is going on there, it’s very, very exotic. I totally agree.

00:29:44.060 –> 00:29:55.029
Andy Whiteside: I get tired of myself. Talk um. Sometimes I list to a podcast or something to go to sleep at night, and then it’ll roll over into one of our podcasts, and I wake up here and myself talking like

00:29:55.460 –> 00:30:01.879
Andy Whiteside: alright, sorry. I appreciate the time. And uh, we’ll wrap it up here, and we’ll get this posted, and we’ll look forward to talking to you next week.

00:30:01.910 –> 00:30:05.449
Patrick Toner: Great alright, Thanks, Danny. Thanks. Everybody have a great one.