The RIGHT METRICS applicable to:

   EUR-Lex Service - Official Journal of the European Union

   Mozy Online Backup Service

The RIGHT METRICS for the EUR-Lex Online Service

The EUR-Lex service is dedicated to provide the public comprehensive information from the Official Journal of the European Union throughout the Internet. Some million documents exist in EUR-Lex's online database. To find and retrieve those documents, different search functions are available qualifying as an important service performance indicator, because it is the major aspect when fetching data from the EUR-Lex database.

The relevant key performance indicator for EUR-Lex, its Service Health, is derived from three  distinct sets of service metrics which are itself key to measure the quality for this type of IT service. This includes:

• Web site accessibility through the Internet

• Page delivery when loading a sequence of distinct pages

• Document search & retrieval performance experienced by the user

Each of the three distinct metrics measure a different but relevant aspect needed to accomplish the main purpose of the EUR-Lex service: gaining the public access to the Official Journal of the European Union.

All metrics are built in a transaction aware fashion allowing to measure all those aspects from the end-user's experience, thus, reflecting the customer satisfaction.

Web site accessibility metrics are based on measuring at communication and data transmission protocol level to reflect the point-to-point accessibility of the web-based IT service. In the worst case, if no connection can be established, the service becomes completely unavailable and, thus, will have immediate impact on the customer satisfaction.

Page delivery metrics are derived from measuring the loading time of a set of distinct web pages. The pages are selected by relevance and contribution to accomplish high service quality. If important content becomes unavailable or its delivery delayed, customer satisfaction will decrease.

Document search & retrieval performance is measured by running a transaction aware user simulation using the search functions available at EUR-Lex. This includes EUR-Lex's simple search facility to find any content and a direct search facility in the Official Journal of the European Union.

Supporting the 'Software as a Service' business model, Mozy offers commercial managed data backup services to private and business users. Mozy provides a software client to backup local desktop computers and servers and store the generated archives online.

Apparently, the Backup Service Health is a highly business relevant key performance indicator for Mozy because people entrust their valuable and sensible data to a third party service provider. In case of problems or data loss, people need to get access to their backups to quickly restore important data just in time. The service health can be derived from different service metrics particularly applied from the user's perspective. This includes measuring the

Each metric measures a different service relevant aspect in a transaction aware manner to simulate real user behavior and service usage.

Service and information availability metrics are based on measuring the availability of the website at the page level. Information and business offerings are published through different web pages. Hence, measuring the availability of those pages becomes an effective contribution to monitor the service  quality.

User account accessibility metrics are derived from measuring full logon account transactions using either a regular user or test account considering the availability of information and additional functionality provided to the account owner after a successful logon. The account logon is required to effectively manage one's backups stored with Mozy. It is quite critical to get access to the account, as there would be apparently no access to important settings, information and data otherwise.

Business user registration performance is measured by running a transaction aware user simulation walking through Mozy's multistep registration form to register for and create a new business user account. A weak performance and slow response times during the registration process seriously increase the risk of loosing potential customers tending to walk away in such cases to see the 'more responsive' competition.