SaaS Operational Excellence
ITIL for SaaS Service Operations
- Are you engaged in continuous service improvement or busy explaining to your
customers why the last service disruption will not happen again? - What kind of visibility do you have into your SaaS Services and Operations?
- What are your metrics?
- Have you implemented Change Management, Incident Management, Release
Management, Availability Management, Asset Management? - Do you 'budget' your downtime?
- Do you really know how you are living up to your SLAs?
- What kind of application level monitoring do you have in place?
- Are your customer notifications timely and accurate?
Lack of Discipline
Human error is the number one cause for network and system downtime. Different studies
show that 55% to 65% of downtime is caused by lack of standardization, poor change
management, inefficient incident management, poor documentation, and lack of discipline.
Customer satisfaction is affected by uptime and availability, time of problem resolution,
accuracy of reporting, and transparency.
(read Your Typical SaaS Operations)
Human error is the number one cause for network and system downtime. Different studies
show that 55% to 65% of downtime is caused by lack of standardization, poor change
management, inefficient incident management, poor documentation, and lack of discipline.
Customer satisfaction is affected by uptime and availability, time of problem resolution,
accuracy of reporting, and transparency.
(read Your Typical SaaS Operations)
Service Operations Excellence
Building a robust set of practices, templates and tools are essential for maintaining a superior
level of Service Operations and for continuously improving your service, your transparency,
your communication, all resulting in customer retention.
Building a robust set of practices, templates and tools are essential for maintaining a superior
level of Service Operations and for continuously improving your service, your transparency,
your communication, all resulting in customer retention.
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| Suffering from Operational fatigue? Frustrated sales force? Customer churn? Lack of Operational discipline? Lack of Visibility? |
In short - How forgiving are your customers? |