Level Platforms is seeking to help VARs and MSPs remotely monitor Office 365 and Google Apps for customers. But the big question: Can channel partners really add value to cloud services from Microsoft and Google, especially when Microsoft and Google essentially control the reliability and scalability of their respective cloud computing platforms?
I’ve got some mixed views on this topic. On the one hand, VARs and MSPs often feel helpless when Google Apps or Microsoft Office 365 go dark — leaving customers in a lurch until Microsoft or Google bring their respective cloud service back online. But on the other hand, Level Platforms is definitely bringing some value to the table with its cloud management effort.
Managing Office 365, Google Apps
Level Platforms claims that its latest software release, called Managed Workplace 2011 R3, offers “advanced monitoring and management of cloud services such as Office 365 and Google Docs.” The new release also offers some managed print services capabilities.
Level Platforms adds:
“Cloud Management framework extensions provide MSPs with the ability to easily manage services with JavaScript or session credential requirements including Microsoft Office 365, Google Docs and others permitting end-to-end management of these popular cloud services. MSPs can now manage adds, moves and changes as well as proactively determine the root cause of cloud-based application performance issues and take corrective action.”
Consider the following scenario: A customer can’t access an Exchange Online service from Office 365. Using Managed Workplace, the MSP can likely determine if the issue resides on the customer’s endpoint, at the firewall, somewhere out on the Internet, or with Microsoft’s service. So while the MSP can’t “restore” Microsoft’s cloud, the MSP can potentially pinpoint and rectify other issues related to cloud responsiveness.
Cloud Management Strategy
This isn’t a new theme for Level Platforms. CEO Peter Sandiford has been talking about cloud management, focused on Office 365 and its predecessor BPOS, for about two years.
Generally speaking, I think most MSPs are still trying to figure out if they really need Office 365 and Google Apps monitoring capabilities. But we’ll keep watching Level Platforms to see if MSPs embrace the strategy.
The 
Joe:
I think you’re missing the importance of owning the answer — while MSP’s can’t “fix” the problem, they can “own it” on behalf of the customer. Filing the complaints, sitting on the support line, etc, which takes work off the customer and ensures someone is working on it. To do that effectively, MSPs will need the end to end picture, eliminating other possibilities to find the problem, and then run point on the fix.
I think it’s part of the value that will be added by MSPs.
Dave
Dave,
I see your point. I must concede: When our sites occasionally have a performance issue, I do feel better when our cloud integrator tells me they know precisely where the problem is — even if it means I need to wait on a third-party service provider to (rather than my cloud integrator) to fix the issue.
-jp
Exactly. Since much of the MSP/Solution Provider value in the cloud is that high value personalized consulting, putting the MSP in the position of having that information quickly makes their value high. Knowing where the problem is puts everyone at ease, as then it can be solved. It’s the uncertainty that causes tension.
And thus, a high value for a solution provider in a cloud world. Cloud monitoring, then, becomes a key differentiator as we move forward.
Dave
Dave,
I’m not sure cloud monitoring is a “key differentiator” for MSPs and IT service providers. But I think it’s definitely on the checklist of capabilities that MSPs must offer by 2012.
Thanks for your readership, by the way. Hope you’re wrapping up 2011 with continued business momentum.
-jp
Joe:
We’ll see how key — I think as MSPs get concerned about commoditization, those differentiators matter. We’re both in agreement that it is on the checklist of “must haves” by 2012.
2011 is wrapping with a number of great announcements to come for 2012. You’ll be the first to know.
Dave
While this is Talkin’ Cloud, and R3 does introduce some REALLY cool cloudy monitoring tools, I can’t help but mention how incredibly impressed I was with the R3 enhancements in general. They are too numerous to even begin to write, because I would probably miss a really good one, and then this thread would get inundated with LPI partners saying “ya, you forgot to mention this….and that and this other one”. Suffice it to say, R3 is…wow. Looking forward to MW 2012, which is lining up to be super-wow. No caffeine yet this morning, so please forgive the overuse of (he simpleton “wow” adjective.
O, out.
Dave: Thanks for reading; I look forward to the 2012 previews…
Osama: I realize cloud monitoring is only one piece of the larger Managed Workplace effort. I’m curious to see how the other components — managed print, etc. — catch on. Also, I will be watching to see how Level Platforms addresses mobile device management.
-jp