Monitoring Services When Managing Desktops in Cloud Computing - dummies

Monitoring Services When Managing Desktops in Cloud Computing

By Judith Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper

In the cloud computing environment, the support service is driven by the data center’s trouble-ticketing system, which tracks a problem to its resolution and quickly identifies situations in which the data center applications are the cause of the problem.

Even if your desktops are running in the cloud, make sure that you can monitor the following:

  • Application monitoring: Users are quick to blame IT when the performance of their applications is poor. Poor performance can have a multitude of causes, one of which is simply that the client device doesn’t have enough power. Consequently, IT must be able to monitor client device performance based on actual application use.

  • Service-level maintenance: Service levels should be applied both to hardware and applications running on client devices. If service levels aren’t defined accurately, they can’t be monitored effectively. Service-level maintenance becomes even more important as organizations virtualize the client environments.

  • Automated client backup: An automated backup system reduces the risk of data loss and speeds recovery times when failures occur.

  • Remote management and maintenance: Users may be spread around the country or the globe. Depending what your situation is and what your service provider is actually providing, find out who’s managing both client related hardware and software and if this can be done remotely.

  • Client recovery: Normally, this task involves restoring data from automated backups, but it also can involve reconfiguration or a software upgrade, depending on the diagnosis. Determine how this will be done.

  • Root-cause analysis: If your desktops go down, you may want to call your service provider to see if something happened on their end. There may be some finger-pointing. On the other hand, many monitoring products place a software agent on the client device to capture the behavior of the hardware and software in real time. Simply knowing whether a failure is caused by hardware or software leads to faster recovery. The more information you can gather about CPU, memory, and application resource use, the easier it is to diagnose a problem.