Welcome!

@CloudExpo Authors: Jason Bloomberg, Pat Romanski, Liz McMillan, Kevin Benedict, Elizabeth White

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.


@CloudExpo Stories
SYS-CON Events announced today that Datera will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datera offers a radically new approach to data management, where innovative software makes data infrastructure invisible, elastic and able to perform at the highest level. It eliminates hardware lock-in and gives IT organizations the choice to source x86 server nodes, with business model option...
DevOps at Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st 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 w...
21st International Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Me...
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
SYS-CON Events announced today that Massive Networks will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Massive Networks mission is simple. To help your business operate seamlessly with fast, reliable, and secure internet and network solutions. Improve your customer's experience with outstanding connections to your cloud.
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
SYS-CON Events announced today that Akvelon will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Akvelon is a business and technology consulting firm that specializes in applying cutting-edge technology to problems in fields as diverse as mobile technology, sports technology, finance, and healthcare.
Connecting to major cloud service providers is becoming central to doing business. But your cloud provider’s performance is only as good as your connectivity solution. Massive Networks will place you in the driver's seat by exposing how you can extend your LAN from any location to include any cloud platform through an advanced high-performance connection that is secure and dedicated to your business-critical data. In his session at 21st Cloud Expo, Paul Mako, CEO & CIO of Massive Networks, wil...
In his session at 20th Cloud Expo, Scott Davis, CTO of Embotics, discussed how automation can provide the dynamic management required to cost-effectively deliver microservices and container solutions at scale. He also discussed how flexible automation is the key to effectively bridging and seamlessly coordinating both IT and developer needs for component orchestration across disparate clouds – an increasingly important requirement at today’s multi-cloud enterprise.
As more and more companies are making the shift from on-premises to public cloud, the standard approach to DevOps is evolving. From encryption, compliance and regulations like GDPR, security in the cloud has become a hot topic. Many DevOps-focused companies have hired dedicated staff to fulfill these requirements, often creating further siloes, complexity and cost. This session aims to highlight existing DevOps cultural approaches, tooling and how security can be wrapped in every facet of the bu...
For financial firms, the cloud is going to increasingly become a crucial part of dealing with customers over the next five years and beyond, particularly with the growing use and acceptance of virtual currencies. There are new data storage paradigms on the horizon that will deliver secure solutions for storing and moving sensitive financial data around the world without touching terrestrial networks. In his session at 20th Cloud Expo, Cliff Beek, President of Cloud Constellation Corporation, d...
IT organizations are moving to the cloud in hopes to approve efficiency, increase agility and save money. Migrating workloads might seem like a simple task, but what many businesses don’t realize is that application migration criteria differs across organizations, making it difficult for architects to arrive at an accurate TCO number. In his session at 21st Cloud Expo, Joe Kinsella, CTO of CloudHealth Technologies, will offer a systematic approach to understanding the TCO of a cloud application...
"With Digital Experience Monitoring what used to be a simple visit to a web page has exploded into app on phones, data from social media feeds, competitive benchmarking - these are all components that are only available because of some type of digital asset," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at DevOps Summit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
SYS-CON Events announced today that Secure Channels, a cybersecurity firm, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Secure Channels, Inc. offers several products and solutions to its many clients, helping them protect critical data from being compromised and access to computer networks from the unauthorized. The company develops comprehensive data encryption security strategie...
SYS-CON Events announced today that WineSOFT will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Based in Seoul and Irvine, WineSOFT is an innovative software house focusing on internet infrastructure solutions. The venture started as a bootstrap start-up in 2010 by focusing on making the internet faster and more powerful. WineSOFT’s knowledge is based on the expertise of TCP/IP, VPN, SS...
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
SYS-CON Events announced today that App2Cloud will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. App2Cloud is an online Platform, specializing in migrating legacy applications to any Cloud Providers (AWS, Azure, Google Cloud).
The goal of Continuous Testing is to shift testing left to find defects earlier and release software faster. This can be achieved by integrating a set of open source functional and performance testing tools in the early stages of your software delivery lifecycle. There is one process that binds all application delivery stages together into one well-orchestrated machine: Continuous Testing. Continuous Testing is the conveyer belt between the Software Factory and production stages. Artifacts are m...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Cloud resources, although available in abundance, are inherently volatile. For transactional computing, like ERP and most enterprise software, this is a challenge as transactional integrity and data fidelity is paramount – making it a challenge to create cloud native applications while relying on RDBMS. In his session at 21st Cloud Expo, Claus Jepsen, Chief Architect and Head of Innovation Labs at Unit4, will explore that in order to create distributed and scalable solutions ensuring high availa...