Collaboration in the Cloud: INCREASE PRODUCTIVITY BY MOVING YOUR PHONE SYSTEM TO THE CLOUD
With seemingly “E”verything moving to the cloud, a significant amount of attention has been paid to what can, and should, be moved - when, where, why, how and by whom. However, not much has been written about the challenges associated with the actual user experience posed by moving information and apps from a dedicated resource to a shared one. After all, many of the benefits of cloud from scalability to availability to cost savings are rooted in increased sharing. However, with sharing comes the potential for service degradation caused by latency, packet loss, jitter and a host of other issues.
This degradation is a significant issue for service providers as they look to meet their SLAs and use performance as a means for competitive differentiation in hotly contested markets. It could portend challenges with cloud adoption rates down the road which could be successfully dealt with based on appreciation of pain points and by taking appropriate steps to eliminate them sooner rather than later.
How to maintain service quality in the cloud is the subject of an insightful new book by Randee Adams, Consulting Member of Technical Staff, and Eric Bauer, Reliability Engineering Manager, Alcatel-Lucent (News 
- Alert) entitled, Service Quality of Cloud-Based Applications, and a recent TechZine article highlights key findings and recommendations of the authors exhaustive analysis of the issues.
I spoke with co-author Bauer, who walked me through why the entire cloud ecosystem needs to understand the realities of cloud-based service degradation and how to address them.
“Let’s start with the fact that first and foremost, customers’ expectations are that regardless of where their applications reside, in the cloud or on traditional native hardware their experience is of the highest quality. The user does not care about infrastructure. They care about things like availability, reliability, responsiveness, retainability (for instance in streamed video sessions) ease-of-use, security, and utility. This is why getting the cloud-based user experiences to meet or exceed expectations is non-trivial,” Bauer noted.
He added that, “Realizing that from a customer experience perspective there are multiple Key Quality Indicators (KQI) that need to be recognized and standardized in order for service providers to have metrics for the quality of experience they are delivering, which vary depending on the application invoked, is critical. This is not just for the service provider in terms of monitoring performance or remediating issues, but obviously also in terms of their ability to meet...Read More
By 
Tidak ada komentar:
Posting Komentar