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Cloud Computing : Pas de Place Pour les Amateurs

Quand on active un interrupteur électrique, on s’attend à ce que la lumière arrive, immédiatement

USB faucet Quand on active un interrupteur électrique, on s’attend à ce que la lumière arrive, immédiatement.
Quand on ouvre un robinet, on s’attend à ce que l’eau commence à couler, immédiatement.
Quand on lance une application SaaS (Software as a Service), on s’attend à ce que l'information soit disponible, immédiatement.
C’est,  au moins, ce que les utilisateurs de Cloud Computing et de solutions SaaS attendent de leurs fournisseurs.


Trois années avec Google Apps

Chez Revevol, nous utilisons Google Apps depuis 2007 et avons vécu deux perturbations de service en trois ans.
J'avais d’ailleurs écrit un texte sur mon blog à la suite de l’incident de février 2009.
A cette époque, nous utilisions déjà l’outil Google Gears, qui permettait de travailler en mode “off-line”, ce qui fait que l'impact réel de cet incident avait été très limité.

Karaté BPOS vs GAPE En 2020, toutes les organisations auront migré leurs outils de communication et de collaboration sur des “nuages publics”. Microsoft est très conscient de cette évolution irréversible et a lancé, il y a quelques mois, une nouvelle solution, BPOS (Business Productivity Online Service), qui est essentiellement une version de ses outils de communication installée sur Azure.
BPOS la réponse de Microsoft à la grande menace que représente GAPE, Google Apps Premier Edition.

BPOS en panne

Mary Jo Foley est l'une des blogueuses les plus connues, spécialisée sur les solutions Microsoft. Le 7 septembre, elle a écrit un long billet sur les nombreuses pannes subies par les clients BPOS au cours de ces dernières semaines.
Bluescreen Curieusement, ces incidents n'ont pas été beaucoup commentés sur le Web, contrairement à ce qui c'était passé en 2009 quand Google Apps a été indisponible pendant deux heures. Il y a eu quelques commentaires, ici ou , mais j’ai trouvé peu de commentaires sur ces problèmes dans des sites Web grand public, à l’exception de ZDNet France qui a publié un article sur le sujet.

Est-ce parce que chacun s'attend à avoir des problèmes avec les solutions Microsoft ?

La réaction initiale de Microsoft a été de minimiser les problèmes, comme Marie-Jo le faisait remarquer :
“We experienced two brief service issues today affecting a portion of users in North America. From 8:40am– 9:05am PST, and then at 1:50pm for about 15 minutes, some users may have experienced slower network connectivity, which mostly affected the sign-In service”
«Nous avons connu deux brefs problèmes de service aujourd'hui, qui ont affecté une partie des utilisateurs en Amérique du Nord. Entre 8:40 et 09h05 PST, puis aussi à 13h50, pendant environ 15 minutes, certains utilisateurs peuvent avoir ressenti des accès réseaux plus lents, ce qui a surtout impacté les services d’authentification"

Mais, sur le Cloud, la seule réponse possible est la transparence totale.
BPOS official blog Microsoft  a rapidement compris qu'ils ne pouvaient pas conserver longtemps cette position ; ils ont réagi rapidement et Morgan Cole, l'un des responsables de BPOS, c’est excusé publiquement sur un blog officiel de Microsoft :
“We appreciate the serious responsibility we have as a service provider to you, and we know that any issue with the service is a disruption to your business – and that’s not acceptable”
«Nous sommes conscients de nos importantes responsabilités en tant que prestataires de services pour vous, et nous savons que tout problème avec ces services perturbe votre activité - et ce n'est pas acceptable. "

Des garanties de service (SLA)

Service Guarantee Un fournisseur ne sera jamais la promesse que sa solution SaaS n’aura aucune interruption de service ; le SLA pour la version professionnelle de Google Apps est aujourd'hui de 99,9%. Je pronostique qu’il va rapidement passer à 99,99%, ce qui correspond à une amélioration dans un rapport 10, mais je ne m’attends pas à voir arriver une promesse de SLA à 100 % !

Espérons que les incidents sérieux et répétés que vient de subir BPOS n'auront pas trop d’impacts négatifs sur la croissance des solutions SaaS, mais ils risquent de laisser une empreinte permanente dans l'esprit des dirigeants et des DSI. Pourquoi ?
-  Microsoft est le coupable : si même l'un des plus grands acteurs potentiels du Cloud n'est pas en mesure d'offrir un niveau raisonnable de services, qui en sera capable !
-  Aujourd'hui, la messagerie est l'un des usages les plus stratégiques de l'informatique dans toutes les organisations ; ils exigent, et sont en droit d’obtenir un niveau de services impeccable pour ce service.

Plane-crash Des entreprises, grandes et petites, aux États-Unis, en Europe ou ailleurs dans le monde, transfèrent une partie importante de leur système d'information sur des nuages publics gérés par des fournisseurs tels que Salesforce, Google ou SuccessFactors.

Elles seront de moins en moins prêtes à accepter un niveau de service qui n'est pas «presque parfait».


Un apprentissage... douloureux

Excellence L’excellence “industrielle” sur le Cloud, pour des usages en mode SaaS, ne s’improvise pas. Il n’est pas inutile de rappeler quelques dates :
- Le CRM de Salesforce est opérationnel depuis l’année 1999.
- Amazon propose ses services depuis 2006.
- Google Apps a été annoncé début 2007.

Soyons un peu indulgents pour les “bizuths”, les fournisseurs qui font leurs premières armes sur le Cloud, oui, mais... pas trop longtemps.
Dans ces métiers, les clients sont impatients, et exigeants ; ils ont maintenant l’habitude de travailler avec des fournisseurs qui sont capables de garantir des niveaux de services exceptionnels.
En résumé :
"Dans le Cloud, il n'y a pas de place pour les amateurs."

Read the original blog entry...

More Stories By Louis Nauges

Louis Naugès is Founder & President of Revevol, the first European Consulting organization 100% dedicated to SaaS and Cloud Computing. He has 30 years of IT experience. Very few people in Europe have his knowledge and expertise in Cloud & SaaS technologies and applications. He works directly with CIOs of very large organizations. Revevol is the first EMEA distributor of Google Apps and the largest worldwide organization deploying Google Apps is one of Revevol's clients.

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