In a global survey of 740 senior IT professionals about cloud computing adoption, Compuware (CPWR) and Research In Action (RIA) found 73 percent of businesses believed their cloud services providers (CSPs) could be hiding infrastructure or performance problems.

Dan Kobialka, Contributing writer

May 1, 2014

2 Min Read
Thomas Mendel managing director of Research In Action RIA
Thomas Mendel, managing director of Research In Action (RIA)

Compuware (CPWR), a company that provides technology performance management solutions, and independent research and consulting firm Research In Action (RIA) have released the results from a global survey of 740 senior IT professionals about cloud computing adoption. In the survey, researchers found 73 percent of businesses believed infrastructure-as-a-service (IaaS) or platform-as-a-service (PaaS) providers could be hiding infrastructure or performance issues, despite the fact that these problems could affect a cloud application’s performance.

“Having handed over control to cloud providers, IT departments have lost much of their ability to troubleshoot and fine-tune IT services,” Thomas Mendel, RIA’s managing director, said in a prepared statement. “This doesn’t just make it tricky to optimize performance for end users, but it can also severely affect the bottom line.”

Researchers noted the majority of IT professionals (79 percent) believed typical service-level agreements (SLAs) built around availability were “too simplistic and fail[ed] to address the risks of moving and managing applications into the cloud.” In addition, 63 percent of respondents said they needed more meaningful SLA metrics from CSPs.

Michael Masterson, director of cloud solutions for Compuware’s application performance management (APM) business unit, told Talkin’ Cloud he was surprised that many survey respondents were well-informed about “noisy neighbors,” cloud applications that put large demands on a database, network or server.

“We didn’t really expect that,” Masterson said. “We didn’t expect that level of awareness.”

Masterson added businesses need guarantees on how their CSPs will perform. As more businesses target cloud services, Masterson said these companies should try to get SLA assurances relating to performance and problem resolution.

“Entrusting mission critical business applications that drive revenue and critical business processes requires ultimate trust and accountability in a cloud provider,” Masterson said in a prepared statement.

Other survey findings included:

  • 75 percent of companies were concerned that a lack of control would prevent them from fully optimizing the end user experience and return on investsment (ROI) of cloud applications.

  • 62 percent of companies found it harder to troubleshoot problems in the cloud. Of those businesses, 87 percent said that this issue increases their mean time to resolution (MTTR).

  • 25 percent of companies said they would like to see end user response time and quality of service for end users as part of their SLAs with CSPs. Meanwhile, 23 percent said they would like availability based on continuous monitoring, and 15 percent said they would like real-time SLA reporting.

For the survey, Compuware and RIA interviewed IT professionals from enterprises in the Americas, Asia and Europe last December. The complete survey is available for download here.

About the Author(s)

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

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