Recently over lunch with a friend (who is the head of operations at a telco provider), we were discussing a recent Forrester research report. The survey results show that Software-as-a-Service (SaaS) has become a mainstream trend across Europe. Overall adoption rates will grow from approximately 15% in 2011 to 40% + over the next two years. My friend was confirming that the growing demand to deliver new business services faster, and to provide a flawless end-user experience, combined with the pressure to lower costs is driving enterprises to employ, flexible SaaS-based solutions that are, easy to buy and use, require no upfront and capital costs, and are up-and-running quickly. In line with the study’s findings, he expressed that SaaS will not be a replacement, but rather a complement to the existing on-premises applications.
However, he seemed to be concerned that while it is no longer solely IT that chooses the applications and platforms supporting the business, IT is still expected to be responsible for the availability and performance just as they have for the internal/on-premises applications. His reaction was…‘Yet another island to manage!!!’
When I asked him to explain what he meant, he mentioned that although his organization takes advantage of the efficiencies that SaaS-based solutions provide, they still need independent visibility into end-user experience and service delivery to ensure that vendors are meeting service delivery commitments to the business. They need new tools in order to monitor and safeguard the SLA’s that are required. He was afraid that SaaS will create another island.
We then discussed the point that SaaS applications are not standalone, but should be integrated to on-premises applications as a part of business processes. This dispersed and very heterogeneous IT landscape cannot be monitored by a multitude of siloed management tools. There is a need for real end-to-end visibility across all applications. The real end-user perspective is the key parameter, and IT needs to be able to very quickly deploy tools that measure this perspective from various locations.
He was a little relieved when I mentioned to him that we may be able to help him to effectively safeguard the end-to-end performance of all their critical business services across all types of delivery models; enabling them to identify and resolve performance problems more quickly, manage end-user experience proactively, and help prove that SaaS vendors and MSPs are meeting service delivery commitments. Furthermore, the solution I was recommending to him is a cost-effective 100% SaaS based solution which provides this end-to-end response-time visibility into cloud and traditional web applications to understand the health, availability and end-user experience in a flexible way.
He walked away with the link to CA APM Cloud Monitor site to take a look for himself at: http://cloudmonitor.ca.com/