Lakeside Software, a leader in digital employee experience (DEX) engineering, has announced SysTrack Reliability Engineering (SRE), an architectural evolution of the SysTrack platform that applies site reliability engineering principles to end-user computing. The new tool introduces a service level objective (SLO)-driven model for managing employee experience as a measurable IT service.
Addressing the Last-Mile Blind Spot
SysTrack Reliability Engineering addresses the persistent last-mile blind spot in IT operations, where infrastructure appears healthy while employee experience is not. It treats the employee workspace as an IT service governed by measurable SLOs aligned to real business impact. The platform leverages 1,400+ real-time sensors per device to evaluate endpoint performance and detect issues affecting digital employee experience.
CEO Perspective
“We have spent years turning infrastructure into a real engineering discipline, one that balances reliability with the room to innovate,” said Mike Schumacher, CEO of Lakeside Software. “The end-user side never got that same rigor, even though that is exactly where the business meets IT every day. I think the experience we deliver to employees deserves the same standard as the infrastructure behind it, because that is where the work actually happens.”
From Visibility to Reliability
Observability has been a foundational step in the evolution of DEX, but the next step is applying a service-based framework that aligns technology performance with business expectations, ownership, and measurable outcomes. SysTrack Reliability Engineering introduces the missing operational model — built on nearly 30 years of experience supporting large enterprise environments — giving EUC teams the fidelity to define baseline SLOs, track improvement as conditions change, and extend a shared model of accountability between IT and the business.
Industry Endorsement
“Organizations have invested heavily in modernizing the digital workplace, yet the last mile — where employees actually experience IT — has remained stubbornly reactive,” said Rakshit Ghura, VP and GM of Digital Workplace Solutions at Lenovo. “Applying site reliability engineering principles to end-user computing is the right next step. SysTrack Reliability Engineering gives IT leaders a measurable, business-aligned model for managing employee experience as a service and helps move the entire discipline from reactive support to proactive, accountable outcomes.”
The SysTrack Experience Index
At the core of SysTrack Reliability Engineering is the SysTrack Experience Index, a next-generation health model that replaces static, volume-based scoring with a true service level objective. Built directly from sensor insights, the Experience Index is fully transparent and configurable, enabling organizations to define what “good” looks like for their environment and measure performance dynamically — relative to baseline and trend, and aligned to personas, roles, and working conditions. Organizations can also refine the model over time, updating signals to represent evolving, meaningful business impact, ensuring the Experience Index reflects operational reality.
