Remote Performance Management – the Missing Link in SaaS Deployments
by January 27, 2011

Filed under: Industry Insights

Software-as-a-Service (SaaS) deployments are irresistibly appealing to organizations of all sizes, especially those with multiple sites. From browser-based access, to painless installations and upgrades, to minimal IT overhead, seamless scalability, and lower TCO, SaaS is a smart, cost-effective option.

SaaS differs from “cloud” in that SaaS applications can be hosted inside a company’s firewall, as well as remotely. More and more businesses are using SaaS for mission-critical applications like e-mail, financial management, ERP, backup and disaster recovery, HR management, collaboration and CRM. But, by definition, SaaS solutions are accessed over a network – and therefore run into performance challenges, threatening service degradation and more often failure.

Most SaaS deployments are significantly more sensitive to network performance and availability than traditional, on-premise software or even transaction-based network applications like e-mail. This is equally true for a wide range of network-dependent services not generally considered “SaaS,” such as VoIP, video conferencing and virtual desktop infrastructure.

These mission-critical services depend on high-bandwidth, low-latency networks to deliver an acceptable user experience. Issues such as packet loss, latency and jitter can make today’s performance-dependent networked services fail – abruptly! When calls and video sessions are dropped, backups don’t happen and business software disappears into the “cloud,”  and business stops.

The quality of users’ experience is a defining factor in the success of a SaaS deployment. But how do you measure service quality or adherence to SLAs from a remote user’s viewpoint? How do you know when service is degraded or what to do about it? This lack of visibility into the remote user’s experience of hosted services is a major stumbling block preventing organizations, from SMBs to large enterprises, from enjoying the benefits of SaaS.

Apparent Networks’ “State of Cloud Services” survey of network managers released in March 2010, found that:

  • 50% of cloud consumers have no performance measurement SLAs.
  • 75% of cloud users are unable to measure network performance between their users and the cloud provider.

Remote Performance Management enables remote, real-time monitoring of whatever network(s) your SaaS applications or other IP-based services are running on, whether hosted remotely, in-house, or a combination of both.

With Remote Performance Management you can measure end-to-end service quality, troubleshoot performance degradation and pinpoint network problems. Available as a cloud-based service, it takes minutes to install, is highly scalable and cost-effective for organizations of any size.

  • A great article on remote performance management. Those who manage such will surely find this informative. Thanks for sharing.