|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.
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Sep. 4, 2015 06:45 PM EDT Reads: 451
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and analyzed? As an area of investment, how might a retail company move towards an innovation methodolo...
Sep. 4, 2015 04:15 PM EDT Reads: 532
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, will discuss how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the data to create additional revenue streams, such as improved warranties or premium features. Or slash...
Sep. 4, 2015 04:00 PM EDT
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as soon as they are needed to take action.
Sep. 4, 2015 04:00 PM EDT
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, will introduce the technologies required for implementing these ideas and some early experiments performed in the Kurento open source software community in areas ...
Sep. 4, 2015 03:45 PM EDT Reads: 147
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
Sep. 4, 2015 03:30 PM EDT Reads: 979
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
Sep. 4, 2015 03:00 PM EDT Reads: 227
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. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be.
Sep. 4, 2015 02:00 PM EDT Reads: 237
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
Sep. 4, 2015 02:00 PM EDT Reads: 272
The Internet of Things is in the early stages of mainstream deployment but it promises to unlock value and rapidly transform how organizations manage, operationalize, and monetize their assets. IoT is a complex structure of hardware, sensors, applications, analytics and devices that need to be able to communicate geographically and across all functions. Once the data is collected from numerous endpoints, the challenge then becomes converting it into actionable insight.
Sep. 4, 2015 12:30 PM EDT Reads: 123
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
Sep. 4, 2015 12:00 PM EDT Reads: 503
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of technology leadership, Micron's memory solutions enable the world's most innovative computing, consumer,...
Sep. 4, 2015 12:00 PM EDT Reads: 297
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts, GM of Platform at FinancialForce.com, will discuss the value of business applications on wearable ...
Sep. 4, 2015 12:00 PM EDT Reads: 111
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of streaming data in the cloud with an enterprise grade SLA. It features built-in integration with Azur...
Sep. 4, 2015 11:45 AM EDT Reads: 402
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on demos and comprehensive walkthroughs.
Sep. 4, 2015 11:00 AM EDT Reads: 433
17th Cloud Expo, taking place Nov 3-5, 2015, 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. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
Sep. 4, 2015 11:00 AM EDT Reads: 1,619
SYS-CON Events announced today that the "Second Containers & Microservices Expo" will take place November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities.
Sep. 4, 2015 10:45 AM EDT Reads: 666
Akana has announced the availability of the new Akana Healthcare Solution. The API-driven solution helps healthcare organizations accelerate their transition to being secure, digitally interoperable businesses. It leverages the Health Level Seven International Fast Healthcare Interoperability Resources (HL7 FHIR) standard to enable broader business use of medical data. Akana developed the Healthcare Solution in response to healthcare businesses that want to increase electronic, multi-device access to health records while reducing operating costs and complying with government regulations.
Sep. 4, 2015 09:30 AM EDT Reads: 338
Containers are not new, but renewed commitments to performance, flexibility, and agility have propelled them to the top of the agenda today. By working without the need for virtualization and its overhead, containers are seen as the perfect way to deploy apps and services across multiple clouds. Containers can handle anything from file types to operating systems and services, including microservices. What are microservices? Unlike what the name implies, microservices are not necessarily small, but are focused on specific tasks. The ability for developers to deploy multiple containers – thous...
Sep. 4, 2015 09:00 AM EDT Reads: 218
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in 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 and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal an...
Sep. 4, 2015 08:15 AM EDT Reads: 2,051