3.4 KiB
3.4 KiB
ITOM-SaaS-Pain-Points_686083998
Introduction
This page presents all the pain points for SaaS delivery on the ITOM BU level.
Legends
SMAX
HCMX
FINOPS
OO
OPS
Pain points
- Process
- OPS Don’t wait until retro, we need a system that can record such inputs.
- Quality
- Recent system crashes caused by the new features. (Incident ID, Feature ID?)
- SMAX SMAX platform pod loads are not well balanced. (24.2 may fix it)
- It's not...
- SMAX nativeSACM consumes high resource usage, especially network.
- SMAX The SMAX still has OOTB index issues.
- SMAX Redis is the single point of failure and is not easy to debug.
- SMAX HCMX FINOPS OO Need more post upgrade tests. / CMS post upgrade issue is not acceptable
- SMAX SLT task is weekly (unplanned change is not submitted )
- After 2024.1, CMS’s quality is not good. So many issues.
- Recent system crashes caused by the new features. (Incident ID, Feature ID?)
- SLA
- SMAX Missing monitoring metrics for CMS/Native SACM
- CMS not fully ready for auto-healing (rolling restart takes more than 1 minute)
- SMAX Missing correlations on several S1 / S2 alerts, for example, 5xx errors, and soft interrupts.
- 5xx errors: put errors into categories - Soft interrupt: more metrics / diagnostics to get the detailed breakdown of the interrupt
- SMAX It is missing the overall throttling mechanism/rate limit which causes unexpected outages on the farm.
- 24.4?
- OO OO upgrade takes hours to finish, the OORAS pods can only be upgraded one after another.
- Solved in 24.3.
- SMAX Missing monitoring metrics for CMS/Native SACM
- Security
- OPS Missing the WAF rules rolling out, the farm is visited by malicious requests every day
- WIP
- OPS Major security KPI missing, including Qualys score, SIEM integration, etc.
- OPS Missing the WAF rules rolling out, the farm is visited by malicious requests every day
- Compliance
- Missing the standard/certification for EU-managed
- Maintenance & Operation
- OPS Operation efforts increase when there are more farms, including upgrades, patches, etc (Automation rate is low.)
- OPS Monitoring need to be improved. More meaningful alerts, less false alert.
- Aligning the CPU alert threshold to 99.9%.
- OPS Troubleshooting takes lots of time.
- OPS Cannot always leverage Ops from other regions / how to grow up Ops from other regions
- OPS Too many threads, need all the members to do self-driven.
- OPS Need an option to better to utilize Shen Wei’s time
- SMAX Logging issue
- Accumulated logs cost more - Too much logs slows down troubleshooting - Too much log writing used up the network throughput
- OO The tenant import feature cannot handle integrations like nativeSACM and OO.
- SMAX OO Too many special settings to keep the system stable, and many of them can be lost during upgrade.
- OPS Operation efforts increase when there are more farms, including upgrades, patches, etc (Automation rate is low.)
- Cost
- SMAX HCMX FINOPS OO When customer usage increases the resource doesn't increase linearly.
- SMAX HCMX FINOPS OO FinOps, SMAX, and OO consume lots of resources, CMS resource usage is OK
- The sizing of HCMX, OO are based on tenant number instead of usage. Usually for almost all the ESM farm, OO need to be medium profile ($65K/y) or even larger, which doesn't contribute any license revenue. - FinOps cost is usually more than SMAX large profile ($113K/y) - SMAX sizing is not helpful for medium or large sized customers. Usually the farm need to double or triple the resource required by sizing guide. - There is no sizing guide for integration, including API integration, nativeSACM, etc.
- SMAX HCMX FINOPS OO When customer usage increases the resource doesn't increase linearly.