SaaS, ASP, MSP, RMM, IaaS, Private Cloud, Etc., What Does it all Mean?

Most of us are not IT (infrastructure technology) gurus and don’t understand the jargon and acronyms used by our IT techs, vendors, and support teams.   I work for an IT and ERP software firm and I still have problems knowing what the heck everyone is talking about.  It is Friday afternoon and I had some time, so what better way to spend it than coming up with a cheat sheet for me, new hires and yes, even you!  I did use other Internet resources and found all of this information on various websites including some of our own which I will credit at the end of this article.

Application Service Providers (ASP)
Internet hosting provides computer-based services to customers over a network. Software offered using an ASP model is also sometimes called on-demand software or software as a service (SaaS). The most limited sense of this business is that of providing access to a particular application program (such as customer relationship management) using a standard protocol such as HTTP.

Business Intelligence (BI)
Business intelligence turns information into action through data gathering, analysis, monitoring, and forecasting to identify opportunities, minimize risk, and improve management insight.  See the attached brochure that describes many of the BI tools available in Dynamics GP.

Customer relationship management (CRM)
CRM systems help businesses manage relationships with potential and current customers and business partners across marketing, sales, and service.  A great example is Dynamics CRM, used by some of the best companies in Texas and beyond, including me at Custom Information Services! By the way we use CIS as our acronym.

Enterprise Resource Planning (ERP)
Enterprise systems—also known as enterprise resource planning (ERP) systems—provide integrated software modules and a unified database that personnel use to plan, manage, and control core business processes across multiple locations. Modules of ERP systems may include finance, accounting, marketing, human resources, production, inventory management, and distribution.  A great example of ERP is Dynamics GP 2013!

Infrastructure as a Service (IaaS)
IaaS is the practice of delivering computing resources as a service, including essential infrastructure solutions like computer processing, storage, and other components, upon which a cloud computing service can be delivered. If cloud computing is the house, the IaaS is the foundation upon which it sits.

For MSPs who want to deliver cloud services but find public cloud solutions to be too vulnerable to pricing pressures and do not afford customers with enough security and privacy controls, utilizing Infrastructure as a Service can accelerate the time to market and reduce the costs of delivering a private cloud offering.

Infrastructure as a Service can also be a standalone solution, typically offered by hosting or data center providers to customers and MSPs who wish to deliver private cloud solutions but do not want to invest in the capital expense of owning the hardware and software.

I think business should look at this option more!

Management Information Systems (MIS)
Per Wikipedia  a management information system (MIS) provides information that organizations require to manage themselves efficiently and effectively. The five primary components: 1.) Hardware, 2.) Software, 3.) Data (information for decision making), 4.) Procedures (design,development and documentation), and 5.) People (individuals, groups, or organizations). Management information systems are distinct from other information systems because they are used to analyze and facilitate strategic and operational activities.

Academically, the term is commonly used to refer to the study of how individuals, groups, and organizations evaluate, design, implement, manage, and utilize systems to generate information to improve efficiency and effectiveness of decision making, including systems termed decision support systems, expert systems, and executive information systems. Most business schools (or colleges of business administration within universities) have an MIS department, alongside departments of accounting, finance, management, marketing, and sometimes others, and grant degrees (at undergrad, masters, and PhD levels) in MIS.

Managed Services Provider (MSP)
I think our YouTube video explains it best:

Network Operation Center (NOC)
The NOC, or Network Operation Center, is usually a physical location where a MSP delivers their managed services. The NOC is the heart or nerve center of the MSP operation. Originally used by telecommunications companies, the NOC was used as a centralized place where service technicians could safely and securely work, without having to worry about disruptions of power, Internet connectivity, or other disruptive occurrences.

The Help Desk (sometimes called a service desk) is oftentimes confused or mistaken for a NOC, although the help desk and NOC actually serve different functions in a service provider organization. If the NOC is the centralized area where the MSP monitors and manages objects on behalf of the customer, the help desk is also a centralized area where the MSP interacts with end-users to help them resolve issues.

Private Cloud Computing vs. Public Cloud Computing
I know it is not an acronym but it sure can be confusing so a picture is worth at least 18 words…

Remote Monitoring and Management (RMM)
RMM technologies enable the MSP to remotely perform IT management tasks from a computer screen and an Internet connection. In some cases, RMM technologies can also work in conjunction with other tools to allow “out of band” access to objects, meaning that the same remote access can exist even if the object may be offline or non-functional.

Software as a Service (SaaS)
Per Wikipedia SaaS is software delivery model in which software and associated data are centrally hosted on the cloud by independent software vendors (ISVs) or application service providers (ASPs). It is sometimes referred to as “service(s) as a software substitute” (SaaS) or “on-demand software”. SaaS is typically accessed by users using a thin client via a web browser.

This can be your software or rented software.   To me if it is your software, then you are just hosting it somewhere else!  It could even be hosted on site as in the IaaS model.  Both options are accessed through the Internet.   To me they are very similar – hosted is off premise and is accessed through an Internet connection.  They are really both one in the same; Cloud applications are hosted off premise and accessed through an Internet connection.  However, as simple as this may sound there are many variables depending on whom you are talking to or what you are reading.  Here is my definition based on years of working for an IT services company that also sells business software.

Hosted applications are off site and are are typically something a business owns as an asset.  The software was purchased and installed on a remote server.  The software is accessed through a VPN (virtual private network), Remote Desktop/Terminal Services or Citrix.  Most line of business applications are still considered client/server.  This requires the software client to be installed on a workstation and is accessed through a client (workstation) link such as remote desktop, etc.  The client or workstation installation is done on the hosted server and is setup by person or profile.  These software applications are not typically web enabled and therefore require the network infrastructure needed to run the application such as a Terminal Server.

Cloud applications are in my mind are applications that are web-enabled, which means you do not need the client (workstation) installation.  Only a server installation is needed and of course a device with an Internet connection for the end-user.   Some products like Dynamics GP 2013 offer a web-based Internet accessed option and/or a client installed on the workstation.    What this means is that I could access my Dynamics GP through the Internet at home or if I am in the office I could use it on my workstation or conversely use GP through the Internet at the office, etc.  As a business owner I can decide which option is best for my business based on advice from a trusted IT vendor.

SQL Reporting Services (SSRS)
Per Wikipedia  SSRS is a server-based report generation software system from Microsoft. It is part of suite of Microsoft SQL Server services, including SSAS (SQL Server Analysis Services) and SSIS (SQL Server Integration Services). While SSAS enables users to construct special databases for fast analysis of very large amounts of data, and while SSIS enables users to integrate data from many sources outside Microsoft SQL Server databases, SSRS enables users to quickly and easily generate reports from Microsoft SQL Server databases.

The SSRS service provides a unique interface into Microsoft Visual Studio so that developers as well as SQL administrators can connect to SQL databases and use SSRS tools to format SQL reports in many complex ways. SSRS also provides a ‘Report Builder’ tool for less technical IT workers to format SQL reports of lesser complexity.

Administered via a web interface, it can be used to prepare and deliver a variety of interactive and printed reports. SSRS competes with Crystal Reports and other business intelligence tools.

Our customers on Dynamics GP love their SSRS reports!

Supply Chain Management (SCM)
SCM systems enable more efficient management of the supply chain by integrating the links in a supply chain. This may include suppliers, manufacturers, wholesalers, retailers, and final customers.  To me,  an SCM should include an ERP!

This was just a few of the acronyms and jargon I use and hear on a daily basis.  There are lots more.  If you don’t understand what your IT vendors are saying, then ask them.  If you have suggestions for another list like this, please let me know!

Resources:

• The Difference Between Virtualization and Cloud Computing
• MSP Alliance
• Wikipedia
• Me, on the ERPSoftwareBlog

Nancy Phillippi is the sales and marketing manager at Custom Information Services (CIS).  Nancy has 16 years of ERP sales and project management experience with distributors and manufacturers.  CIS is a Silver Dynamics GP Partner and MSP located in Dallas Fort Worth, Texas.

About Custom Information Services (CIS)

Custom Information Services (CIS) is a Certified ERP Partner with Microsoft for the sales and implementation of Microsoft Dynamics GP® for companies of all sizes and industries. We have a specialization area that includes manufacturers and distributors  that produce and distribute food, beverages, chemicals, cosmetics, and pharmaceuticals.  Since our inception in 1989, CIS  has assisted companies with the implementation of ERP solutions in Texas, Louisiana and Oklahoma.  CIS now exclusively represents Dynamics GP due to this solutions wide vertical reach and customer list of over 43K.  CIS employs certified Dynamics GP consultants that are knowledgeable in not only the software, but best practices to assist our customers in reducing overhead with streamlined inter-company processing, centralized accounts payable, distribution, and manufacturing.   CIS is also a pleased to be a SalesPad, Binary Stream, Ethotech, Mekorma and Vicinity Manufacturing Partner.

CIS offers additional services including hosting, cloud deployments, and Managed IT Services that are not exclusive to our Dynamics GP customers.

You can contact our experienced DFW sales team at sales@customis.com or by calling 817-640-0016.   If you would like to find out more about CIS, please visit our website www.customis.com.  CIS is located in Arlington, Texas (Dallas, Fort Worth) and with our specialty expertise in process manufacturing, we are available where we are needed.

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