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Report: 97% of IT execs agree lack of SaaS visibility concerning
by Paul Davenport Paul Davenport on

When it comes to understanding how users actually leverage their SaaS tools, 97 percent of IT executives admit that they lack complete visibility, largely a side-effect of the fact that most enterprise IT teams are taking a reactive approach to collecting user data.

What’s most jarring about these insights from the recently published 2020 The State of SaaS Management report from Productiv is that 94 percent of execs polled will readily admit that their current reactive posture — ie. manual spreadsheets and notifications — puts them at risk of missing out on important data that could translate into better-informed business decisions.

This lack of visibility raises serious concerns specifically where the topic of SaaS sprawl comes into play, as enterprises are more dependent than ever on cloud-delivered solutions to connect their increasingly decentralized units. From collaboration tools to task management systems to Salesforce, SaaS is rampant across the enterprise; but increasingly, SaaS redundancies are on the rise, as well as instances where teams are leveraging the wrong tools for their given function.

On the one hand, many organizations have broad, enterprise-wide licenses deployed for tools that simply aren’t necessary across the entire organization. The top three tools IT leaders believed are either over-licensed or underutilized, according to the survey, are Salesforce (40 percent), Office 365 (38 percent) and Zoom (29 percent).

On the other hand, enterprise IT teams also have to keep an eye toward the non-business-critical applications that are in use across the organization, as well as the architecture supporting app delivery out to end users in the first place.

Often, app performance may be degraded as a result of poor enterprise network infrastructure; take Microsoft Teams performance, for instance, which is licensed by almost every large company in the U.S. Teams performance can be impacted by a call’s host’s proximity to the nearest Teams/Azure Data Center, causing latency when calls aren’t being routed along the most logical delivery paths. If users are experiencing chronic poor call quality as a result of this, they likely won’t leverage the license their company has paid for to use Teams for anything more than a last resort.

With users widely distributed like they are today, this issue gets compounded, as enterprises are pushed to leverage dirent-to-Internet and SASE infrastructure technologies that call on multiple hops and handoffs to deliver apps to users. This is a whole new playing field compared to the office-first method of connectivity that was prevalent just a few years ago (if not months), where IT teams had greater control and predictability in determining end-user experience (not to mention consistent, commercial-grade connectivity opposed to the asynchronous, “best effort” residential connections IT deals with today).

Tying all of this together and ensuring enterprise execs have the data and visibility they need to ensure they are making informed business decisions (and really supporting their employee’s success) calls for comprehensive performance monitoring that can scale to cover the entire enterprise network (and all the hops and handoffs in between).

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Filed Under: industry insights

Tags: SaaS sprawl, SaaS management, collaboration tools, CTO, CIO, enterprise tech, enterprise IT, enterprise, Microsoft Teams, Teams, UCaaS, SaaS

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