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What if you're the SaaS?

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Alistair Croll
Alistair Croll

John Overton's presentation on best practices for building a SaaS company

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Designing the SaaS Enterprise What if you are the SaaS? John Overton
Things to Know Up Front ,[object Object],[object Object],[object Object],[object Object],[object Object]
SaaS Operations Big Five ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],Architecture
App Architecture Drives SaaS Operational Model ,[object Object],[object Object],[object Object],[object Object],[object Object]
Architecture Maturity Taxonomy ,[object Object]
Level 1- Chaos ,[object Object]
Level 2- Managed Chaos ,[object Object]
Level 3 - High Rise ,[object Object]
Level 4 – Multi-Tenant High Rise ,[object Object]
Level 5 – Utopia Multi-Tennant Custom Suites ,[object Object]
Architecture Realities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Architecture Realities ,[object Object],[object Object],[object Object],[object Object],[object Object]
Architecture Best Bets Level I Hardware App Refactoring Outsourcing Level II Level III Level IV Commodity Servers: Dell,Supermicro Blade Servers: HP, IBM, Sun Op Source, 3Tera, BEA, MindFire OpSource, Amazon, Oracle, SFDC, 3Tera, Verizon, Logicworks, Rackspace, IBM, Mosso, Joyent
Onboarding Ranked #1
Onboarding (First Use) ,[object Object],[object Object],[object Object],[object Object]
Provisioning Best Bets Level I Applications Virtualization Level II Level III Level IV Enigmatic, ControlTier Ant Virtual Center (VMWare), Ardent, Scalent, ToutVirtual,
Monitoring Challenges ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
Key Technologies Effective Web Application Management ,[object Object],[object Object],[object Object],[object Object],[object Object],Users Platforms Operations Marketing End-User Experience Management Synthetic Testing Reachability, baselining, load testing Web Analytics Conversion, SEO, traffic, campaign ROI Platform Mgmt Devices, functions, agents, databases
Monitoring Best Bets Level I End Users Synthetic Platform/ Virtualization Level II Level III Level IV Coradiant, CA Wily, Compuware Cloud:Keynote, Gomez, AlertSite CA Wily, HP, BMC, VM Ware, Solarwinds, IBM Tivoli Value: Dotcom-monitor, WebsitePulse OnNet: Naggios, Sitescope, Solarwinds, Alchemy Eye
Security ,[object Object],[object Object],[object Object],[object Object]
Security Focus- Credit Card Global Security Policy PCI DSS KeyStore CC Auth
Security Best Bets Level I Payment Auth User Confidence Key Management Level II Level III Level IV CyberSource, Payment Tech HackerSafe, Verisign, CyberTrust, TRUSTe, BBB OnLine, nCypher, RSA, OpSource (E2E Outsourcing)
New Support Paradigm ,[object Object],[object Object],[object Object]
New Support Paradigm – Customer Service - Konverge Digital Corporation Responsible for Customer Churn         Accountable for customers' utilization of the service Tasked with being first line of customer calls     Ordering, billing & provisioning can be automated Tasked with provisioning and billing issues     Valued group Cost Center SaaS Model Traditional ISV Customer Service
New Support Paradigm – Help Desk - Konverge Digital Corporation Responsible for Customer Churn         First Line Help Desk can be automated Tasked with being first line of customer support calls     Accountable for business meeting SLAs Supporting numerous builds and versions of software     Supports operations Help Desk is technical solver with both internal & external customers     SaaS Model Traditional ISV Help Desk / Support Services
Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Support Best Bets Level I Outsource Tier 1-2 Outsource 24x7 Ops Support Level II Level III Level IV RightNow, Parature,Talisma,eStara, Tools/Services CSS SlashSupport, Capgemini, Service-now.com, BMC, BladeLogic, Visible Ops, TripWire
Closing ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]

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