Secondly, providers should also adopt a true end-to-end video service assurance solution. With such a solution, providers can aggregate real-time quality monitoring data and metrics from the network in an intuitive interface, allowing them to identify issues across the entire network. A true end-to-end solution is only achieved when monitoring both the fixed network (the head-end and CDN’s) and, the most revolutionary monitoring point, the end client device itself. Monitoring in the connected device is best accomplished by gathering end client statistics and quality and performance data from within the video application. For example, providers can build in a free software library that gathers and reports this data to a real-time monitoring engine, providing single view of the health of the entire delivery chain.
Finally, the solution should provide long-term analytics of the statistics and quality and performance data. By reporting and trending this long-term data, providers can see if issues are a one-time occurrence or systemic issues that will affect the network over time. This business intelligence enables providers to prioritize investments and make informed decisions about the services they will roll out to customers.
Case Studies
By following this model, early adopters are already successfully identifying and solving major network problems that would negatively impact customer experience. In one instance, a major service provider’s CDN was redirecting client device requests directly to the origin server, instead of to the caching servers. Origin servers are meant only to feed a limited number of caching servers at any one time. Instead of sending the expected few hundred megabits of video, advanced probing technologies saw that the origin servers were in fact sending multiple gigabits to client devices. This caused the origin server to fail due to overloading. The provider was able to prove that the CDN was misconfigured and determined that the exact cause of failure wasthe origin server. Once the reconfiguration was implemented in the caching servers, the provider saw both the available bandwidth increase and the QoS scores normalize.
In another example, by collecting end client quality and performance data, a service provider discovered that a third-party CDN was directing all nation-wide clients to only four edge servers. Further analysis discovered conflicts in the geo-IP databases concerning the location of the servers. Ultimately, the provider was able to determine that all four servers were located in the same building. The provider was now able to hold their CDN provider accountable for not using the agreed upon distribution model.
Opportunities and Challenges
Delivering Internet and Mobile video presents many opportunities for service and content providers, who can now offer their services to their customers anywhere. It also empowers the consumer, who is able to get video from any provider as well as the exact type and quality of video they desire. The major challenge facing providers will be assuring a high quality customer experience. Because these services are just now being widely implemented, providers have the opportunity to incorporate quality and service assurance solutions into their operations from the beginning in order to improve quality, control OPEX, reduce churn, and secure their business. Not planning for the quality challenges of Internet and Mobile video is a risk no provider can afford to make.
1Nielsen, State of the Media, The Cross-Platform Report, Q1 2011, p. 5
2 Accenture, Consumers of all ages are going over-the-top, Results of the 2011 Accenture Video-Over-Internet Consumer Usage Survey, p. 4
3 Cisco Visual Networking Index: Forecast and Methodology, 2010-2015
4 The Importance of Delivering a Great Online Video Experience, Akamai and Jupiter Research, p. 2
