I think your question is excellent and is probably something our
community needs to discuss and push on vendors to deliver.
A slightly different twist on the discussion -- I'm guessing that many
of the ERP vendors will be using a 3rd party IaaS vendor of some sort.
I find it highly unlikely that these vendors do not have performance
metrics and/or SLAs with their IaaS provider. As we often ask SaaS
vendors to share their SOC2 compliance, we ought to be able to
contractually require them to share some summary of their IaaS
performance metrics (probably under non-disclosure) they are getting
from their provider.
Secondly, if I were doing an RFP, as a highly desirable item (I'm not
sure you could make it mandatory) I would probably ask a SaaS ERP
vendor to describe their API's or real-time monitoring system I can
deploy to track performance and monitor our SLAs we have with the
vendor. If they are providing SLAs, they ought to provide data to show
they are meeting those SLAs.
Lastly, I would ask about what level of system logging I have access
to in the SaaS ERP. Can I get transaction logs, logins/ip's, etc. from
the vendor for our transactions. It is quite possible that you can't
get this information. To this day, one of the major disappointments I
have with Google Apps for Education is the lack of logging we get. In
outsourcing the activity (which has been a LARGE net benefit) we gave
up the detailed logging we used to have available to us with email
logs that were often helpful in certain incidents. We can badger
google to get these in some cases but if any extended length of time
has expired we are out of luck.
Your question is right on target, we know SaaS is the long-term future
of ERP. In moving in this direction what kind of logging and
monitoring should we be demanding as necessary and what loss of
logging/monitoring functionality is ok to give up because we are going
to blame the vendor when problems occur. I wish I knew the answer to
this, but I'm glad that schools like UBC are doing this before we
Jack Suess UMBC VP of IT & CIO
[log in to unmask] 1000 Hilltop Circle
410.455.2582 Baltimore Md, 21250
On Thu, Jul 20, 2017 at 2:10 PM, Burns, Jennifer <[log in to unmask]> wrote:
> Hi everyone
> We are looking at transitioning to a number of SaaS applications over the
> next couple of years including SIS, HCM, Fin, CRM, data integration
> platforms etc. All our applications today are on premise. A question has
> arisen on performance monitoring in the SaaS world and what we can
> reasonably expect. Can you provide any advice on what we should expect in
> terms of real time performance monitoring capability for SaaS, or if this is
> no longer an option, what can expect in terms of reporting for incident
> Any words of wisdom would be appreciated.
> Jennifer Burns
> Associate Vice President IT & Chief Information Officer
> The University of British Columbia
> 420 – 6356 Agricultural Road | Vancouver, BC Canada V6T 1Z1
> Phone 604 822 2221 | Cell 604 505 9016
> [log in to unmask] | www.it.ubc.ca
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