|By Patrick Carey||
|March 16, 2014 03:00 PM EDT||
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 and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
Jun. 25, 2016 09:15 AM EDT Reads: 798
Gartner is now treating algorithms like they are some kind of innovative addition to the modern digital discussion. Presumably the brilliant minds there have some novel insight into algorithms and, yes, the Algorithm Economy that CIOs should sit up and take notice of. Not only are algorithms nothing new, but much of what Gartner is saying about them is obvious. The bigger picture here is that software continues to improve, and enterprises are becoming increasingly software-driven, in part bec...
Jun. 17, 2016 04:07 PM EDT Reads: 786
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound...
Jun. 12, 2016 09:00 PM EDT Reads: 5,118
The Internet of Things (IoT) is growing rapidly by extending current technologies, products and networks. By 2020, Cisco estimates there will be 50 billion connected devices. Gartner has forecast revenues of over $300 billion, just to IoT suppliers. Now is the time to figure out how you’ll make money – not just create innovative products. With hundreds of new products and companies jumping into the IoT fray every month, there’s no shortage of innovation. Despite this, McKinsey/VisionMobile data...
Jun. 12, 2016 02:45 AM EDT Reads: 3,673
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Val...
Jun. 8, 2016 10:30 PM EDT Reads: 4,597
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Jun. 8, 2016 06:45 PM EDT Reads: 4,121
Internet of @ThingsExpo, taking place June 7-9, 2016 at Javits Center, New York City and Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 18th International @CloudExpo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
Jun. 8, 2016 03:45 PM EDT Reads: 3,272
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
Jun. 8, 2016 03:00 PM EDT Reads: 3,235
@DevOpsSummit taking place June 7-9, 2016 at Javits Center, New York City, and Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 18th International @CloudExpo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world.
Jun. 8, 2016 01:00 PM EDT Reads: 4,411
Cloud Expo, Inc. has announced today that Andi Mann returns to 'DevOps at Cloud Expo 2016' as Conference Chair The @DevOpsSummit at Cloud Expo will take place on June 7-9, 2016, at the Javits Center in New York City, New York. "DevOps is set to be one of the most profound disruptions to hit IT in decades," said Andi Mann. "It is a natural extension of cloud computing, and I have seen both firsthand and in independent research the fantastic results DevOps delivers. So I am excited to help the g...
Jun. 8, 2016 11:00 AM EDT Reads: 3,692
Korean Broadcasting System (KBS) will feature the upcoming 18th Cloud Expo | @ThingsExpo in a New York news documentary about the "New IT for the Future." The documentary will cover how big companies are transmitting or adopting the new IT for the future and will be filmed on the expo floor between June 7-June 9, 2016, at the Javits Center in New York City, New York. KBS has long been a leader in the development of the broadcasting culture of Korea. As the key public service broadcaster of Korea...
Jun. 8, 2016 10:00 AM EDT Reads: 2,613
SYS-CON Events announced today that Addteq will exhibit at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Addteq is one of the top 10 Platinum Atlassian Experts who specialize in DevOps, custom and continuous integration, automation, plugin development, and consulting for midsize and global firms. Addteq firmly believes that automation is essential for successful software releases. Addteq centers its products a...
Jun. 8, 2016 09:45 AM EDT Reads: 2,586
In the rush to compete in the digital age, a successful digital transformation is essential, but many organizations are setting themselves up for failure. There’s a common misconception that the process is just about technology, but it’s not. It’s about your business. It shouldn’t be treated as an isolated IT project; it should be driven by business needs with the committed involvement of a range of stakeholders.
Jun. 8, 2016 02:15 AM EDT Reads: 3,651
SYS-CON Events announced today that FalconStor Software® Inc., a 15-year innovator of software-defined storage solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. FalconStor Software®, Inc. (NASDAQ: FALC) is a leading software-defined storage company offering a converged, hardware-agnostic, software-defined storage and data services platform. Its flagship solution FreeStor®, utilizes a horizonta...
Jun. 7, 2016 07:00 PM EDT Reads: 4,235
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York and Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty ...
Jun. 7, 2016 04:30 PM EDT Reads: 5,970
SYS-CON Events announced today that Column Technologies will exhibit at SYS-CON's @DevOpsSummit at Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Established in 1998, Column Technologies is a global technology solutions provider with over 400 employees, headquartered in the United States with offices in Canada, India, and the United Kingdom. Column Technologies provides “Best of Breed” technology solutions that automate the key DevOps principal...
Jun. 7, 2016 04:15 PM EDT Reads: 3,393
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Jun. 7, 2016 01:00 PM EDT Reads: 2,774
SYS-CON Events announced today that IBM Cloud Data Services has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. IBM Cloud Data Services offers a portfolio of integrated, best-of-breed cloud data services for developers focused on mobile computing and analytics use cases.
Jun. 7, 2016 12:30 PM EDT Reads: 2,818
SYS-CON Events announced today that Anexia will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Anexia offers high-quality customized managed hosting solutions for SaaS and IaaS companies. The company was founded in 2006 in Klagenfurt, Austria. Today, it has additional offices in Vienna, Graz, Munich, Cologne and New York City to serve numerous international customers.
Jun. 7, 2016 11:00 AM EDT Reads: 2,948
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Jun. 7, 2016 08:00 AM EDT Reads: 2,954