Gartner Research

Use Monitoring for SaaS Despite Its Limitations

Published: 06 September 2019

ID: G00432888

Analyst(s): Gregg Siegfried , Andrew Garver


SaaS obscures its underlying infrastructure from IT, making traditional performance monitoring less effective. However, when mission-critical applications run on SaaS, zero visibility is unacceptable. How should application technical professionals use SaaS monitoring tools to drive to a resolution?

Table Of Contents


  • What Your Stance on SaaS Monitoring Should Be
  • How SaaS Monitoring Works
  • Why You Should Monitor SaaS, Even Though You Don’t Control the Application or Infrastructure
  • Strengths
    • Quickly Pinpoints Where Performance Bottlenecks Are and Who They Impact
    • Provides Concrete Data for Interacting With SaaS Vendors or Third Parties
    • Identifies Locale-, Geo-, Site- or Service-Specific Issues
  • Weaknesses
    • SaaS Monitoring Offers Limited Visibility
    • Disparate SaaS Coverage Exacerbates Tool Sprawl
    • SaaS Monitoring Overwhelms IT With Data Instead of Recommending Actions


  • Choose a SaaS Monitoring Product by Following Gartner’s High-Level Framework
    • Inventory SaaS Portfolio
    • Identify Monitoring Criteria
    • Evaluate Best of Breed vs. Integrated
  • Establish Functional Requirements for Your SaaS Monitoring Product
    • Geographic Coverage
    • Active Monitoring
    • Outage Tracking
    • API Extensibility
    • Synthetic Transactions
    • Network Transport and Service Endpoint Monitoring
    • Baseline Generation and Tracking
    • SaaS Product Coverage
    • Real User Monitoring
    • Endpoint Monitoring
    • Network Provider Path Monitoring
  • Merge SaaS Monitoring and SaaS Management to Bolster Your Business Case
    • SLA Monitoring
    • License Utilization
    • Chargeback Modeling

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.