Background

Cloudwise

As e-commerce enterprises expand investment and make consistent efforts on IT systems, the more and more sophisticated IT architectures are bring the enterprises benefits as well as challenges on IT operations. The following list describes some major challenges that most enterprises are encountered with:

Lack of full-stack fault perspective: From the perspective of business-oriented full-link monitoring, many sections are not covered in the current range of monitoring management. Therefore, IT enterprises find that full-stack monitoring on objects and metrics especially including frontend chains and user experience in business systems is basically unachievable.

Lack of proactive global monitoring: Typically, IT enterprises establish branches both at home and abroad. Therefore, a big challenge for the operation departments is that how to guarantee the access to business systems and monitor network performance in all the branches.

Lack of standardized service management process: Employees in all branches are confronted with various working problems but have no unified counters to report the problems. This way, the difficulty to locate and handle the problems can highly affect the overall operation efficiency.

Solution

Cloudwise

To address the preceding problems, an e-commerce enterprise need to use DOCP to monitor the overall network performance in a comprehensive and accurate way. With the platform, the enterprise will be able to monitor all resources such as IT infrastructure, network links, key business systems and applications, middleware, and databases. This way, the enterprise can proactively detect and handle system exceptions and centralized operation monitor data.

Monitor user experience: With DOCP, IT operation personnel can view running performance of all resources as well as end-to-end analysis and performance reports on the business system. The platform can facilitate building centralized visual data graphs and the KPI system. The personnel can evaluate the overall environment performance based on the provided data, proactively detect and troubleshoot exceptions, and respond in a timely manner.

Monitor websites proactively: Cloudwise provides international monitoring service to proactively monitor the performance of your websites and network in all branches and therefore ensure the availability and user experience of your business.

Standardized process: The solution can help establish a unified service portal for e-commerce enterprises and assess work efficiency of IT service personnel based on SLA on tickets. The user experience, availability, and user-friendliness of applications are assessed from a global and web-wide perspective based on the monitor data of tickets. Targeted quantitative evaluations are carried out to improve the quality of services. The solution also provides features such as management on routine work, duty, knowledge base, calendar changes and messages, and report visualization to make operation more efficient.


Operation architecture is devised as follows:

Cloudwise

Values

Cloudwise

Revolving around "User experience, proactive monitoring, and standardized process", the solution for operation management of e-commerce enterprises provided by Cloudwise can help proactively discover and handle exceptions of networks, systems, and applications in a timely manner. Therefore, the solutions can facilitate optimizing user experience as well as improving efficiency of operation departments and ensuring the reliability and stability of e-commerce platforms.

Full-stack monitoring: The solution can help IT operation personnel accelerate the process of discovering and locating exceptions through end-to-end monitoring on business systems and 24/7 continuous monitoring on key business systems and user-end scenarios.

Proactive monitoring: A worldwide distributed monitoring network enables 24/7 continuous monitoring on business and networks and therefore ensures availability of business systems of IT enterprises. The alert that responds in seconds enables operation personnel to initiate troubleshooting in the shortest time and therefore control the fault scenarios. In this case, the user experience and business continuity of applications can be improved.

Process standardization: for Internet-based e-commerce firms, a unified service portal is established, with the purpose of assessing working efficiency of IT service staff by Service Level Agreements (SLA) for work orders; the customer experience, applications availability and the user-friendliness of enterprise Internet applications are perceived and assessed from a global and web-wide perspective through the monitoring of miscellaneous work order data. Targeted quantitative evaluations are carried out to improve the quality of services. Routine IT operation work is done in higher efficiency through such functions as routine work, duty management, knowledge management, calendar variation, message management, and report visualization.

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