Welcome!

Microservices Expo Authors: Stackify Blog, Pat Romanski, Elizabeth White, Liz McMillan, Yeshim Deniz

Related Topics: @CloudExpo, Java IoT, Microservices Expo, Linux Containers, Containers Expo Blog, Cloud Security

@CloudExpo: Article

Six Myths of Monitoring SaaS Applications

Falling for these myths can put you on a path to protracted service outages and frustrated users

There's been plenty written and predicted about the future of cloud and Software-as-a-Service, and it's hard to argue with its benefits - for both organizations and users. If our cloud-based future is to come true though, we must pay closer attention to the service levels users are getting from Software-as-a-Service (SaaS) applications.

Obvious? Maybe not.

As many organizations make their first big move to the cloud with services like Office 365, a few common misconceptions - grounded in the general belief that once we move to the cloud, IT no longer owns direct responsibility for service levels - threaten to put them on a path to protracted outages and frustrated users.

The fact is that if your users can't access a cloud-based service, they are not going to call the service provider. They are going to call the IT help desk (maybe you) directly and the IT team will be expected to fix whatever problem exists, ASAP. Users don't care whether or not the problem is located in infrastructure owned and operated by their IT department, the ISP, or the cloud service provider. If they aren't having a good experience, IT will take the heat.

How do you avoid this? Here are six myths that can derail your use of the cloud. Falling for them can put you on a path to protracted service outages and frustrated users. In addition, I try to shed light on what's needed to fill in some of the gaps that exist when it comes to monitoring SaaS applications.

1. "I don't need to monitor. I have a guaranteed SLA from the provider."
Your SaaS service provider is likely able to run their datacenters with higher availability than most IT organizations, but they are not 100%. Service level guarantees are great, but if you aren't monitoring your SaaS service, how do you know your SLA is actually being met? In addition, service level guarantees only cover outages that the provider can control, i.e., their own networks, servers, and applications, not any of your infrastructure and not the Internet service providers that connect you. You're on your own to monitor and manage those.

2. "I don't need my own monitoring tools. I use the service provider dashboard."
As with the guarantees themselves, service health dashboards only cover the service provider's infrastructure, not the end-to-end service. These dashboards provide generic information that may or may not be relevant to your users and may not be up to date. Remember, they are built to be general status communication tools, not real-time monitoring solutions.

3. "I didn't monitor your previous hosted email service. Why monitor Office 365 now?"
Consuming apps from the cloud is not the same as consuming managed/hosted services. Managed Service Providers (MSPs) and Hosters are often running dedicated infrastructure for you and monitor those services on your behalf. Those services often extend to provide monitoring and management of your on-premise infrastructure as well. While there are managed service providers offering value-added services around Office 365, if you buy directly or through a reseller, you have to monitor the solution yourself.

4. "My existing tools monitor my cloud apps as well as my on-premise apps."
Not really. Most traditional systems management solutions (e.g., CA, BMC, Tivoli, System Center) are designed to monitor systems where they have direct access to the applications, servers, log files, and SNMP messages. They are not built to monitor services where the majority of the service infrastructure lies outside the IT periphery. Network management tools tend to focus on low-level protocol and network device monitoring and diagnostics, and are not built to monitor user experience. Both of these tools can be difficult and costly to use.

On the other end of the spectrum, web monitoring solutions often either run generic protocol tests or run from the providers' locations rather than within your own network.

None of these solutions can provide active, end-to-end monitoring of service performance and user experience from behind your firewall to the service provider and back.

5. "I don't need to monitor. My users tell you when they are having problems."
This may be okay for some less critical applications, but for most organizations these days, communication and collaboration apps, like email, are mission critical. If the service is down, so is your company. What happens when the users report a problem? Where do you start to look? Do you immediately get on hold with the Office 365 support line? It's probably not even a Microsoft problem.

Speed to resolution is key. You want to be notified before users are impacted and when an issue is identified you want to isolate it and get it resolved as quickly as possible.

6. "Moving to the cloud means monitoring is someone else's problem, right?"
The cloud provides many CapEx and OpEx benefits for IT, e.g., fewer servers and apps to directly manage and house. It also provides built-in world-class features, service, and security, regardless of budget and staffing. However, local IT is still on the hook for the quality of service realized by users. When a user has an issue they will call you, not Microsoft.

Moving to the cloud, doesn't mean monitoring goes away, but it does fundamentally change the requirements. You need to monitor these solutions, but you need to look at different approaches, ones that are designed to meet the needs of the cloud. You have to be able to monitor and troubleshoot infrastructure you cannot touch - the end-to-end service delivery chain from your premises, through the various Internet service providers, to the application provider and back. To do this you need to take a global view of the cloud service, tracking performance measurements from multiple access points. By comparing these measurements, you have the ability to quickly detect, isolate, and resolve issues affecting cloud application performance before they negatively impact your users and your organization. The more monitoring points you have the better your ability to do this. It's difficult for smaller organizations to accomplish this level of visibility on their own, but as adoption of cloud applications grows, you'll begin to see new solutions that pool resources across multiple customers, and provide this level of visibility to any SaaS consumer.

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.


@MicroservicesExpo Stories
There are two main reasons for infrastructure automation. First, system administrators, IT professionals and DevOps engineers need to automate as many routine tasks as possible. That’s why we build tools at Stackify to help developers automate processes like application performance management, error monitoring, and log management; automation means you have more time for mission-critical tasks. Second, automation makes the management of complex, diverse environments possible and allows rapid scal...
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus intern...
Most DevOps journeys involve several phases of maturity. Research shows that the inflection point where organizations begin to see maximum value is when they implement tight integration deploying their code to their infrastructure. Success at this level is the last barrier to at-will deployment. Storage, for instance, is more capable than where we read and write data. In his session at @DevOpsSummit at 20th Cloud Expo, Josh Atwell, a Developer Advocate for NetApp, will discuss the role and valu...
This talk centers around how to automate best practices in a multi-/hybrid-cloud world based on our work with customers like GE, Discovery Communications and Fannie Mae. Today’s enterprises are reaping the benefits of cloud computing, but also discovering many risks and challenges. In the age of DevOps and the decentralization of IT, it’s easy to over-provision resources, forget that instances are running, or unintentionally expose vulnerabilities.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
It has never been a better time to be a developer! Thanks to cloud computing, deploying our applications is much easier than it used to be. How we deploy our apps continues to evolve thanks to cloud hosting, Platform-as-a-Service (PaaS), and now Function-as-a-Service. FaaS is the concept of serverless computing via serverless architectures. Software developers can leverage this to deploy an individual "function", action, or piece of business logic. They are expected to start within milliseconds...
DevOps at Cloud Expo – being held October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real r...
SYS-CON Events announced today that Linux Academy, the foremost online Linux and cloud training platform and community, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Linux Academy was founded on the belief that providing high-quality, in-depth training should be available at an affordable price. Industry leaders in quality training, provided services, and student certification passes, its goal is to c...
One of the biggest challenges with adopting a DevOps mentality is: new applications are easily adapted to cloud-native, microservice-based, or containerized architectures - they can be built for them - but old applications need complex refactoring. On the other hand, these new technologies can require relearning or adapting new, oftentimes more complex, methodologies and tools to be ready for production. In his general session at @DevOpsSummit at 20th Cloud Expo, Chris Brown, Solutions Marketi...
SYS-CON Events announced today that CollabNet, a global leader in enterprise software development, release automation and DevOps solutions, will be a Bronze Sponsor of SYS-CON's 20th International Cloud Expo®, taking place from June 6-8, 2017, at the Javits Center in New York City, NY. CollabNet offers a broad range of solutions with the mission of helping modern organizations deliver quality software at speed. The company’s latest innovation, the DevOps Lifecycle Manager (DLM), supports Value S...
Cloud promises the agility required by today’s digital businesses. As organizations adopt cloud based infrastructures and services, their IT resources become increasingly dynamic and hybrid in nature. Managing these require modern IT operations and tools. In his session at 20th Cloud Expo, Raj Sundaram, Senior Principal Product Manager at CA Technologies, will discuss how to modernize your IT operations in order to proactively manage your hybrid cloud and IT environments. He will be sharing bes...
We all know that end users experience the internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices - not doing so will be a path to eventual ...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry’s single source for the cloud. Fusion’s advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including cloud...
SYS-CON Events announced today that HTBase will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. HTBase (Gartner 2016 Cool Vendor) delivers a Composable IT infrastructure solution architected for agility and increased efficiency. It turns compute, storage, and fabric into fluid pools of resources that are easily composed and re-composed to meet each application’s needs. With HTBase, companies can quickly prov...
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, Cloud Expo and @ThingsExpo are two of the most important technology events of the year. Since its launch over eight years ago, Cloud Expo and @ThingsExpo have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, I provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading the...
The purpose of this article is draw attention to key SaaS services that are commonly overlooked during contact signing that are essential to ensuring they meet the expectations and requirements of the organization and provide guidance and recommendations for process and controls necessary for achieving quality SaaS contractual agreements.
SYS-CON Events announced today that OpsGenie will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2012, OpsGenie is an alerting and on-call management solution for dev and ops teams. OpsGenie provides the tools needed to design actionable alerts, manage on-call schedules and escalations, and ensure that the right people are notified at the right time, using multiple notification methods.
The first step to solving a problem is recognizing that it actually exists. And whether you've realized it or not, cloud services are a problem for your IT department. Even if you feel like you have a solid grasp of cloud technology and the nuances of making a cloud purchase, business leaders don't share the same confidence. Nearly 80% feel that IT lacks the skills necessary to help with cloud purchases-and they're looking to cloud brokers for help instead. It's time to admit we have a cloud s...
According to a recent Gartner study, by 2020, it will be unlikelythat any enterprise will have a “no cloud” policy, and hybrid will be the most common use of the cloud. While the benefits of leveraging public cloud infrastructures are well understood, the desire to keep critical workloads and data on-premise in the private data center still remains. For enterprises, the hybrid cloud provides a best of both worlds solution. However, the leading factor that determines the preference to the hybrid ...