Executive Visibility
Service Operations is the lifeblood of any SaaS company, yet many SaaS executives
have very little visibility into what makes their business work.

Can you, the CEO, CTO or CFO answer these questions:

  • Are you engaged in continuous service improvement? What are your metrics?
  • Do you know what your real uptime numbers are, and how they match against your
    SLAs?
  • Do you know which customer is impacted when service is partially disrupted?
  • How fast does it take you to recover from downtime and do you implement lessons
    learned from that incident?
  • Can you articulate where you spend most of your time recovering from an outage?
  • Do you know where to invest your next dollar to ensure better service, happier
    customers, and high retention rate? Do you budget your downtime?
  • What are the response times your customers are experiencing?
  • How quickly can you discover what component is running on which servers?
  • How often are changes made to the production environment?
  • Do you know that up to 65% of downtime is cause by human error? Have you put in
    place robust Change Management and Incident Management practices?
  • Do your customers have transparency into the service levels they are expecting?
  • Do you have comprehensive network monitoring? Do you have application-level
    monitoring? Do you have end-user experience monitoring?
  • What portion of your operations is automated? Recovery, Setup, Provisioning, Upgrades


While SaaS companies offer great value to their customers, most have a hard time
answering these basic questions.

SaaS companies are typically driven by product not service
In these tough economic times, your customers will remain loyal, not by adding another
feature to the product, but by better service availability, response time and
transparency – all driving customer satisfaction

So how do you take the shift? Start out by evaluating where you are with an ITSM Gap
Analysis.