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ip-label.newtest newsletter n°32

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TV, smartphones, PCs, and more… Digital services are now everywhere. Yet users still experience haphazard quality of service.

Find out how ip-label.newstest is helping businesses to align their IT services with their business requirements and to identify and diagnose any incident.

Chine

Check out our latest analyses
of the Asian web

ip-label.newtest Chine
By Christophe Depeux
General Manager of the ip-label.newtest group
& Alain Petit, Head of Benchmarks
for the Press

L’Atelier BNP Paribas, teaming up with the performance measurement specialist ip-label.newtest regularly offers its readers an analysis of the web in Asia. Among the studies published recently, l’Atelier BNP Paribas and ip-label.newtest have trained their sights on the official website of Expo 2010 Shanghai.

To view the English version of this study and other analyses, visit the news section of the ip-label.newtest site.

Study of the official website of Expo 2010 Shanghaï

ip-label.newtest Chine

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 Toward sustainable performance of cloud computing

Two years after the start of the latest recession, generally held to be the bankruptcy of Lehman Brothers on 15 September 2008, IT departments are dogged by economic uncertainties (double-dip recession) and pressure to cut costs. Thus enterprises are resorting to multisourcing more and more to meet their needs and drive costs down. According to Gartner, IT managed services can be provided at a third of the cost of the same service within the company, due to industrialization, cloud computing, offshore outsourcing, automation and standardization. A number of studies show that for nearly 60% of enterprise-class companies, the solution in view by 2012 is to migrate to the cloud, essentially in the interest of cutting costs and gaining in agility and flexibility.

CloudNevertheless, there remain significant obstacles in terms of security, performance and availability for highly critical applications. For these the current answer is the private cloud, where control over quality of service is theoretically simpler to manage with traditional infrastructure and network monitoring tools, even though these alone are not enough. In the private and especially public clouds, only the user’s vision (Quality of Experience) makes it possible to know the actual availability and performance of access to services. Some cloud providers report guarantees of 99.5% uptime. But how is that measured? By whom? Can one act as both judge and jury?

A medium-sized company with locations throughout Europe recently told us that after outsourcing its e-mail service, there were no dashboards showing the availability of the service, that many users had experienced untimely service disruptions, that support in a different time zone and in another language was a major operational obstacle, and that the CEO had been unable to receive messages on his BlackBerry for 15 days – all without any information from the provider…

To address situations like these, ip-label.newtest recently took part in the annual itSMF France convention, the arena par excellence for CIOs. ip-label.newtest has been participating actively in this event since 2007 via its ITIL contributions which have been part of our quality strategy for years, and is the “philosopher’s stone” on which our overall strategy is based. Instead of fixating on transforming lead into gold, though, our 80 employees are intensely focused on becoming the number one European reference in user-perceived quality of digital services.

In the course of events we had the idea of publishing a white paper to shed new light on the current state of cloud offers and propose a few rules for success in starting or speeding up migration to the cloud in line with a true ITIL v.3 approach. We wanted to put ourselves squarely on the side of the CIO by focusing on the user’s vision. Naturally, the white paper is a snapshot of the cloud in the 4th quarter 2010. We intend to keep updating it, and therefore have opened a forum for exchanges so that your feedback will fuel subsequent editions.

Sincerely,

Eric Varszegi
CEO

Dossier de la news

Toward sustainable performance of cloud computing  

itSMFThere are hardly any IT universe providers left which haven’t listed a cloud computing component or an overall cloud offer in their catalogues. Alongside each of these offers the usual marketing hype systematically appears. Because we have a history of being a trusted third party in the digital universe, it is important to us to clarify matters for companies by shedding our neutral and independent light on the cloud. This white paper was written in partnership with the itSMF, with rich and active contributions from Thierry Chamfrault – itSMF administrator and Quality Director of the IS department at Société Générale – to whom my sincere thanks are due.

This white paper first of all provides a kind of lexicon which reiterates definitions simply and comprehensibly for everyone:

- overview and development of the market in Europe and around the world
- segmentation and explanations of the various offers: SaaS, PaaS, IaaS and DaaS
- deployment models: private on-premise, private off-premise, public, hybrid
- the main players and current pricing models.

We then focus our analysis on the conditions for cloud development:

- management priorities
- concerns associated particularly with virtualization and security
- the benefits
- the impact on the internal organization of the IS department
- essentials of managing the cloud with ITIL
- our medium-term view of technology: auto-adaptive networks.

To conclude, we gathered feedback from two key customers:

- Mr Olivier Carré-Pierrat – Senior Infrastructures Manager at Euromaster
- Mr Pierre Matuchet – Deputy General Manager of VSC Technologies.

These two important customers factually and transparently describe the experiences they had in setting up a cloud computing solution.

We hope this white paper will help increase your understanding of the issues at play within tomorrow’s businesses.

Download our White Paper

By Eric Varszegi - CEO

tiers de confiance
ITIL and QoE measurement

The ITIL approach and QoE measurement have many points in common. Originating less than 10 years ago in the world of IT, they share the goal of making the activities and performance of the IS department more visible and comprehensible, and more importantly to give business management and users of information systems proofs of this performance. So it is not a matter of chance that more and more enterprise-class companies are bringing together their QoE and ITIL actions. As experts in the business of QoE, ip-label.newtest consultants are regularly called upon to harmonize these two practices. We would like to draw on our experience to share our thinking on these two topics.

QoE: bridging the gap between users and IT people
A great many indicators are available to IT management. Traditionally a lot of them center on the volume of tasks and thus fall under the category of activity indicators. As for performance indicators, IT teams generally have a technical vision of their work: quality of service is therefore expressed in terms of server availability, processor usage, or network latency. These technical indicators are indispensible because they highlight weaknesses in the infrastructure. However, they are not enough to qualify the service delivered to the end user.
Where the worlds of information technology and business collide, the need arises to find that special indicator, one that is comprehensible by both parties. Response time measurements appear as one of the only indicators able to solve this difficult equation. Naturally, application availability from the user’s standpoint, a measurement that completes performance, also springs to mind.
The fact of the need for a user vision of the services provided by information systems has been felt by all IT departments and business management for the past few years. This is the reason behind the current rapid expansion of QoE measurement solutions.

ITIL: a factor of efficiency or effectiveness?Roue ITIL
ITIL aims above all to structure IT activity along the lines of today’s best practices. This reorganization is articulated upon quasi-independent business processes and use of common terminology. Thus ITIL followers speak uniformly of incident management, capacity management, and so forth.
The gains expected when an ITIL overhaul is put into place are essentially organizational ones: better collective and individual management of actions, increased productivity of participants, more control over quality by applying best practices. These are the benefits cited most often. It is less often mentioned that setting up ITIL is not in itself a guarantee of success.

As the usual way into the ITIL galaxy, incident and problem management are often the first ITIL steps taken by IT managers. Unfortunately, once they are in place, these two processes are not automatically synonymous with better service provided to the user. To paraphrase one of the speakers at itSMF 2009, “while the ITIL approach (incidents and problems) has yielded better efficiency for IS departments, it has not resulted in improved effectiveness (of IS departments)”. In other words, “IT teams work better, they have greater control over what they do, but the end result is not necessarily better!!!”. In a challenging economic context where ROI is a key element, this is cause for astonishment.

QoE as a demonstration of the effectiveness of the ITIL approach
For its part, measurement of the user’s experience (QoE) meets this question of measuring effectiveness for the end user. Whether IT initiatives are technical (BRP, cluster, etc.), organizational (ITIL, COBIT, etc.), or economic (cloud, virtualization), measuring QoE and especially tracking its positive development over time demonstrate the soundness of IS management’s projects and supplies objective and quantifiable proof of their success.

In the ITIL context particularly, measuring QoE unambiguously makes it possible to measure the real effectiveness of the approach for the IS department and business divisions: optimized management of incidents and problems translates into increased availability. Good capacity management is validated by control over application performance in every circumstance, and so forth. Measurement of user-perceived quality will be all the more important if ITIL implementation has not produced clear quantitative gains elsewhere: no significant reduction in the number of incidents, no reduction in backtracking, etc. QoE measurements can then be consulted to prove that the user does benefit in terms of quality.
It can be seen that management of an ITIL approach benefits from resorting to measurement of the service provided, which alone can objectively measure the gains obtained and propagate them simply throughout the organization. In this sense, QoE is the natural complement of ITIL in that it makes visible IT’s contribution to the success of business teams.

By Michel Fleury, Senior Manager - Production & Consulting

news
ip-label.newtest launch a newly unified Extranet

Extranet


In order to provide you with better customer care, ip-label.newtest launched a new unified extranet for Newtest and Datametrie customers and partners on the 14th October 2010.

The Benefits:

Unique Access via the homepage of our website regardless of the product used (Newtest, Datametrie, etc.)
A new unified ticketing tool, integrated to the extranet (Support tab page): register by yourself all questions by opening a ticket for all of the products Datametrie & Newtest.
• A new knowledge base (FAQ) integrated into the support portal
• A download centre: consult and download all the latest documents: corporate documents, user guides, installation manuals, etc.

How do I login?
For partners and customers who have been using the Newtest extranet (auditec-newtest) your new logins/passwords were sent by email just before the launch of the new extranet. Only the user accounts (logins) which have been actively used during the past 12 months have been migrated to the new platform. If you have not received your new login/password, please contact our support team (Tel: +33 1 77 49 53 33).

For partners and customers who have only been using the Datametrie extranet your logins/passwords remain valid. The new version of the extranet (Datametrie 10.1.1) is a new release of the previous version with new features and corrections. Contact our support team if you have any questions regarding logins/passwords (Tel: +33 1 77 49 53 33).


We thank you for your continued loyalty!

The ip-label.newtest Technical Support team

Monitoring iPhone applications

The success of iPhone applications no longer remains to be proven. They open up new usage contexts associated with major stakes (revenues, loyalty, etc.). The complexity of these applications and the involvement of many outside players in the production chain of mobile information give rise to sporadic disruptions that are difficult to factualize without permanent monitoring. This is why ip-label.newtest is bringing out an offer for monitoring the availability and performance of iPhone applications for both Datametrie and Newtest technologies.
The offer consists of a user-defined scenario, which the robot runs regularly by direct control of the iPhone. The offer is fully integrated into the Datametrie and Newtest solutions. Service availability indicators and performance by step are detailed in reporting as are the visuals recorded during each navigation of the application. In the event of an error, highly specific diagnostics files are provided to assist in analyzing the reasons behind the anomaly. Alerting functions are also available to inform operations or outside teams of the malfunction.
These new analyses round out dashboards by providing additional information to mobile e-commerce and e-services as well as mobile telcos.

By Alain Gouret – Senior Manager of Development

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