keynote tech talks: watching saas apps with keynote

Download Keynote Tech Talks: Watching SaaS Apps with Keynote

Post on 12-Jul-2015

286 views

Category:

Software

4 download

Embed Size (px)

TRANSCRIPT

PowerPoint Presentation

October 2014Watching SaaS Apps Get ProactiveKeynote Tech Talk1WelcomeYou will learn in this talkHow SaaS applications are changing the way we do business todayWhats inside a typical SLAWhy a proactive approach to managing your SaaS vendors makes senseHow to use Keynote Web Monitoring on SaaS applicationsQuestionsPlease send questions at any time during the webcast using the Q & A panelHousekeepingThis webcast is being recordedYou may use your computer audio, or dial into the conference line (muted). Touch *0 for operator assistance if you experience any dial-in issuesSlides will be available for download at the end of the presentation via the Files panel as well as helpful links Recommend viewing in full-screen mode; please exit from full-screen to participate in Polls, Q & A and download filesGene Morrisgene.morris@keynote.com

Aaron Rudgeraaron.rudger@keynote.com2

2Every company depends on SaaS vendors whos watching them?3

SaaS today>50% adoption4 apps average8 by end of 2015Agility: top benefit

What about your company?4

software-as-a-service is nearing its tipping pointPOLLHow many SaaS apps is your company using today?5Famous outages6SaaS VendorDateOutageWorkday 9/24/2009 15 hoursNetSuite 4/27/2010 30 minutesSalesforce 7/10/2012 West coast data center cause downtime to some customers for up to 2 daysGithub 12/22/2012 5 hoursAWS8/2013 25 minutesMicrosoft 365 6/24/2014 Outages affected Office 365 data centers in North America for 9 hours!What about the paper cuts that dont make the headlines?POLLThe last time you has an issue using a SaaS app, who did call (request support)?

Impact across the enterprise8

LoBITWho would you call?SaaS applications power: Internal business processes Sales, Finance, Marketing, HR, Engineering, OperationsExternal, customer-facing interactionsLead forms, partner extranets, customer catalogs, content gatewaysPerformance and availability issues impact:Head of DigitalLine of BusinessITGetting to know your SaaS provider SLAIn any IT infrastructure, unplanned outages can and do occur.Most SaaS vendors only guarantee 99.9% availability or betterHow is downtime defined?What if apps are integrated with each other?Other aspects that may be covered:Security breech notificationData availability on terminationService request responseFail-over/recoveryTrust communicationSystem performanceUnplanned outage details9

Typical SLA guaranteeWhat does 99.9% equate to? Actually a simple calculation:Total number of minutes in a month x (100-uptime%)/100= 30days x 24hours x 60min x (100-99.9)/100= 43200 x (0.1)/100= 43.2 minutes (max downtime).At 99.9%, your website should be down no more than a total of about 43 minutes in a monthWhats 43.2 minutes per month worth to you?Creation of 40 service desk tickets at $22/incident?Loss of 40 lead form submissions at $50/lead?Loss of 40 subscriptions at $500/member?

10Not all downtime is created equalCan your business process gracefully degrade?

Image: Jed Jacobsohn for NY Times

Image: IMG_6788 by Matthew Langham on FlickrDisruptionsApplicationWhat it might mean to youWhat you can do about itMarketing automation, performance tracking and lead form, A/B testingDigital assets unavailable, form submissions blocked. Cost per lead increasing, advertising spend waste.Re-route traffic to Facebook, LinkedIn or other static contentCall center, customer supportUnattended support calls, dissatisfied customers, idle agentsWAN configuration changeSales forecasting and/or order configurationHours of time lost, potential for error when data re-entered from memoryAlert users to copy/paste work into offline systems like ExcelEnd of period close, accounting/ system of recordRegulatory exposure, idle resources, burnt out employeesAlternative system fail over, provider escalation12Trust but verify; get proactiveGet proactiveImmediate notificationTiming is everything!Understand the extent of the issueIsolate root-causeIs it me, or is it you?Fix whats within your controlUnderstand the big pictureAccountability13

Web Monitoring for SaaS DemoKeynotes Business ApplicationsKeynote Web Monitoring for SaaS ApplicationsPre-scripted monitoring configured for the following applications:SF.comOffice 365 / SharepointNetSuiteConcurOthers upon request (at additional cost)From the Keynote Network, or Cloud Perspective agents3 / 5 / 30 configuration

Starting at $229 per month per app15

Thank you!Please submit your questions in the Q & A panel now.

Learn more about Keynote Web Monitoring for SaaS by contacting your Customer Success Manager or Account Manager: info@keynote.comFeedback and additional questions: events@keynote.com