Welcome!

SOA & WOA Authors: Carmen Gonzalez, Lori MacVittie, Liz McMillan, Pat Romanski, Natalie Lerner

Related Topics: Cloud Expo, SOA & WOA, Virtualization, Web 2.0, Big Data Journal, SDN Journal

Cloud Expo: Article

Twitter Is Not a SaaS Monitoring Solution

The crowd can help IT, but only if the right information is shared

A few weeks ago I was trying to update some files I have stored on a cloud storage service (that will remain nameless). I had moved my files there a while back as a way to make it easier to access them from my various devices and to avoid losing them during the next inevitable hard drive failure. For the most part I've been happy with the service, but on this day, I was unable to access the site.

Not good, as I was rushing to make some changes and send the files to a colleague.

Frustrated by my situation, I asked a co-worker to see if he was also having problems. He was, so we did the next logical thing you would expect. We went to the service provider's status page to see what they had to say. According to it, the service was healthy and there were no current service or maintenance notices.

#nowwhat?
Twitter! Of course. Whenever services like YouTube or Hulu have outages, users light-up Twitter with comments and laments. Sure enough, a quick Twitter search showed that, yes, there was a widespread problem that had started only a few minutes prior, and already there was a trending hashtag.

This example shows what's great about Twitter. It is an immensely powerful platform for creating instant virtual communities sharing information and opinion around a topic of common interest. The Twitter community as a group was able to do a better job than the service provider itself of informing users that there was a problem with the service.  I and the other storage service users -- at least the ones also on Twitter -- had formed an impromptu global network of monitors, watching the service from hundreds of thousands of access points. Together could confirm for each other that there was a service-wide outage.

#problemsolved?
Well, not really. Yes, I could see a number of people on Twitter reporting that they couldn't access the service, but this was all anecdotal information (along with a fair amount of opinion). I had no idea who these other users were or where they were located. For all I knew we might all be customers of the same internet service provider and maybe the problem was there and not with the storage service itself. In addition, while I could go to Twitter to confirm that I wasn't the only one experiencing an outage -- even as the service provider's status dashboard said everything was okay -- I was still searching for evidence after the fact. There was no practical way for me to be notified proactively, nor was I able to reliably see service performance degrading prior to the outage.

Herein lies the problem for manufacturers, or any organization, looking to leverage SaaS applications -- particularly mission critical email, collaboration, and document storage -- as part of their IT infrastructure. While it may be okay for me to use Twitter to monitor Hulu, you obviously can't operate a business this way. Organizations need the same level of visibility and troubleshooting capability for SaaS apps that they've come to rely on for traditional on-premise applications. This includes:

  • Proactive issue detection and alerting
  • Quantitative data on application performance
  • Ability to accurately measure service level attainment v. target goals
  • Ability to identify problem sources so the time to isolate and fix is minimized

That last one is particularly tricky for SaaS since most of the datacenter and network infrastructure is outside organizations' IT perimeters. You can't directly see or touch the server or network equipment and neither can your traditional monitoring and management tools. It's not surprising, then, that we often hear from IT admins that they have had to resort to using Twitter because otherwise they are flying completely blind. It's not enough, but at least it's something.

#saasvisibility
Despite its shortcomings, there is a lot to be said for the "power of the crowd" that is so fundamental to Twitter. What if we could take that same model and use it to proactively monitor our SaaS applications?  First, it would require some type of active monitoring behind your firewall at the locations where users access their SaaS applications. These "sensors" could act like Twitter users, constantly running transactions against the service and collecting data on transaction and network node performance. They would also allow you to proactively detect and notify an IT Admin of any outages or performance anomalies BEFORE they impact your users.

Then, what if we could collect and share real-time performance data from those sensors (yours as well as other users' sensors) into a global database maintained as part of your cloud service. You'd then be able to access this data to gain visibility into the health of the complete service delivery chain between you and the SaaS provider. For example, you could:

  • View current status, alerts, network statistics, and performance trends for one or more of your own sensors to determine if you have service issues affecting a particular location or subnet, so you can point and fix faults in your own infrastructure and get users back online quickly
  • Analyze your sensor data with the rest of the crowd to determine whether service issues are systemic to the application provider or the result of downstream internet service provider problems; you may not be able to fix these directly, but with this information you would know which service provider to call and could provide them with details to speed their time to resolution
  • Confirm exactly what service levels you are getting from your application service providers, with detailed outage data needed both for internal reporting and for provider service level guaranty refund requests

The goal of every IT shop is to keep their application users online and happy. But with SaaS, that's more difficult to do because administrators do not have the same visibility that they do with on-premise applications. We, as a community, need to come up with ways to change that. Taking a cue from Twitter, and leveraging the crowd - seems like a great place to start.

More Stories By Patrick Carey

Patrick Carey is vice president of product management and marketing for Exoprise, a provider of cloud-based monitoring and enablement solutions for Software-as-a-Service (SaaS) applications. He spends his free time thinking about how companies can get to the cloud faster and stay there longer.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@ThingsExpo Stories

SUNNYVALE, Calif., Oct. 20, 2014 /PRNewswire/ -- Spansion Inc. (NYSE: CODE), a global leader in embedded systems, today added 96 new products to the Spansion® FM4 Family of flexible microcontrollers (MCUs). Based on the ARM® Cortex®-M4F core, the new MCUs boast a 200 MHz operating frequency and support a diverse set of on-chip peripherals for enhanced human machine interfaces (HMIs) and machine-to-machine (M2M) communications. The rich set of periphera...

WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at Internet of @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, will discuss how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.
SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue business and deliver exceptional experiences to their customers.
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic strategies that utility/cloud computing provides. Whether public, private, or in a hybrid form, clo...
Software AG helps organizations transform into Digital Enterprises, so they can differentiate from competitors and better engage customers, partners and employees. Using the Software AG Suite, companies can close the gap between business and IT to create digital systems of differentiation that drive front-line agility. We offer four on-ramps to the Digital Enterprise: alignment through collaborative process analysis; transformation through portfolio management; agility through process automation and integration; and visibility through intelligent business operations and big data.
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
Be Among the First 100 to Attend & Receive a Smart Beacon. The Physical Web is an open web project within the Chrome team at Google. Scott Jenson leads a team that is working to leverage the scalability and openness of the web to talk to smart devices. The Physical Web uses bluetooth low energy beacons to broadcast an URL wirelessly using an open protocol. Nearby devices can find all URLs in the room, rank them and let the user pick one from a list. Each device is, in effect, a gateway to a web page. This unlocks entirely new use cases so devices can offer tiny bits of information or simple i...
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
Things are being built upon cloud foundations to transform organizations. This CEO Power Panel at 15th Cloud Expo, moderated by Roger Strukhoff, Cloud Expo and @ThingsExpo conference chair, will address the big issues involving these technologies and, more important, the results they will achieve. How important are public, private, and hybrid cloud to the enterprise? How does one define Big Data? And how is the IoT tying all this together?
TechCrunch reported that "Berlin-based relayr, maker of the WunderBar, an Internet of Things (IoT) hardware dev kit which resembles a chunky chocolate bar, has closed a $2.3 million seed round, from unnamed U.S. and Switzerland-based investors. The startup had previously raised a €250,000 friend and family round, and had been on track to close a €500,000 seed earlier this year — but received a higher funding offer from a different set of investors, which is the $2.3M round it’s reporting."
The Industrial Internet revolution is now underway, enabled by connected machines and billions of devices that communicate and collaborate. The massive amounts of Big Data requiring real-time analysis is flooding legacy IT systems and giving way to cloud environments that can handle the unpredictable workloads. Yet many barriers remain until we can fully realize the opportunities and benefits from the convergence of machines and devices with Big Data and the cloud, including interoperability, data security and privacy.
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. Over the summer Gartner released its much anticipated annual Hype Cycle report and the big news is that Internet of Things has now replaced Big Data as the most hyped technology. Indeed, we're hearing more and more about this fascinating new technological paradigm. Every other IT news item seems to be about IoT and its implications on the future of digital busines...
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have s...
The Internet of Things needs an entirely new security model, or does it? Can we save some old and tested controls for the latest emerging and different technology environments? In his session at Internet of @ThingsExpo, Davi Ottenheimer, EMC Senior Director of Trust, will review hands-on lessons with IoT devices and reveal privacy options and a new risk balance you might not expect.
IoT is still a vague buzzword for many people. In his session at Internet of @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, will discuss the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. The presentation will also discuss how IoT is perceived by investors and how venture capitalist access this space. Other topics to discuss are barriers to success, what is new, what is old, and what the future may hold.