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Quality of Experience - the Ultimate Collaboration: How Real Deployments Are Succeeding and Why


Description: In October of 2008, EMA embarked upon some ground-breaking research to assess Quality of Experience (QoE) from multiple perspectives – as QoE touches both business and IT professionals. The report included 207 respondents with a broad range of backgrounds, including a significant number (56 based on titles) who were not IT professionals and specifically belonged to business groups in Line of Business, e-business, people performance managers and other groups. EMA also conducted nine focal interviews to provide narrative context with which to supplement the rich data collected. Research was completed by December 1, 2008.

'QoE,' or 'Quality of Experience,' is not centered in technology, but in the flesh-and-blood experience of the user consuming IT services. More than Quality of Service (QoS) its focus is a lot like Mean Opinion Score (MOS) was originally intended as it applied to telecommunications services. Like it or not, how IT customers 'feel' about their services is in the end going to be how they’re going to vote with their pocketbook or their budget approvals.

QoE’s diversity is also reflected in diverse constituencies. These include application managers, network managers, application development, line of business professionals, on-line operations, e-business and e-commerce professionals, people performance professionals, and compliance and process professionals.


Contents: Executive Summary
- Why QoE?
- Some Highlights

Demographics Summary
- Budgets

Business and IT: A Mixture of Perspectives, Backgrounds and Skills
- Who are the Business Professionals that Care Most About QoE?

Application and Environmental Priorities

The Rising Importance of QoE: Drivers and Benefits

Process and Organizational Issues

QoE Metrics

QoE Instrumentation and Integrations

Triage and Reporting: Mainstays of QoE Technologies

Challenges, Lessons Learned, and Recommendations

Conclusion

Appendix 1: Case Studies
- Maturing QoS into Effective QoE
- - Business and Environment
- - QoE Initiatives
- - ITIL
- - QoE Tools
- - Advice
- QoE Across the World
- - Business and Environment
- - QoE Initiatives
- - ITIL
- - QoE Tools
- - Advice
- Taming the Web: QoE Experiences in the Real World
- - The Beginning
- - Moving Forward
- QoE - Moving from Reactive to Proactive
- - A High Visibility Challenge
- - QoE Initiatives
- - QoE Advice

- Listening to the End-Users: QoE is Their Quality, Not Yours
- - Business and Environment
- - QoE Initiatives
- - ITIL
- - QoE Tools
- - Advice




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