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Considering Cloud Computing?
Be sure to meet user and customer expectations.
Cloud computing is using shared Internet services to replace locally owned dedicated hardware and software. Many cloud computing services are for common business applications accessed via a web browser. The benefits of cloud computing include often significant cost reductions since many cloud providers operate on a "pay as you go" model.
"Too many cloud computing service providers have a blind spot when it comes to monitoring service quality. While they have powerful tools for monitoring and diagnosing technical service attributes, most of them lack tools for user driven quality monitoring and diagnosis." - Paul Burns, President, Neovise (www.neovise.com)
The down-side of cloud computing is that the local support organization has little or no knowledge of or control over the technologies used in the cloud, yet they are still responsible for the performance of services they choose to place "in the cloud." Plus, most tools are operational and technical in nature, and can't measure real Customer Quality of Experience (CQoE). This is a potentially ugly combination.
The challenge is to reap the benefits promised by cloud computing without sacraficing the user experience. Before you move to a cloud computing solution you need to answer these questions:
- How can you be sure a cloud computing solution meets expectations?
- What are the current (non-cloud) service quality perceptions?
- What will the cloud expectation be?
- How can you measure cloud performance?
- What do current service consumers consider valuable?
The BSM-NOW Platform™ addresses these issues by monitoring and diagnosing the perceptions of customer and user communities and using this knowledge to guide the capabilities of providers.
BSM-NOW supports your Cloud Computing initiatives with scientific measurement, analysis and diagnosis of five dimensions of experience quality, three components of value, and the five critical delivery gaps responsible for poor Customer Quality of Experience (CQoE) and low value perception. BSM-NOW gives you what need to resolve and prevent quality and value issues. Click here to learn more about why you need BSM-NOW.
Understanding true quality from the "outside-in" as reported by your real customers and users provides an early warning system so you can respond proactively:
- Reliability -- does the cloud perform dependably?
- Responsiveness -- does the cloud (including local support) react quickly and positively?
- Assurance -- is the level safety and confidence felt when working with the cloud solution what it needs to be?
- Empathy -- does the cloud developer and support staff understand or know the consumer and make consumer needs top priority?
- Tangibles -- do the physical aspects (interfaces, printed matter, etc.) for the cloud computing solution help or hinder the user?
Understanding what consumer consider valuable allows consumer and producer to focus on those infrastructure aspects that directly impact value, the impact and costs of:
- Confidentiality -- unauthorized disclosure of cloud service data and artifacts to unintended or unauthorized parties
- Integrity -- unauthorized or unexpected modification of cloud service data and artifacts
- Availability -- the cloud service not being able to perform its agreed function when required
BSM-NOW Cloud Computing Solution:
