ALTITUDE 2019 | Smart Scaling through Automation: How to Scale Without Adding IT Headcount
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Anthony Ancheta, manager of IT at Lime, and James Kang, manager, IT operations at Udemy, both BetterCloud customers, will show you how to leverage automation in BetterCloud to empower your teams to do more without adding IT headcount.
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ALTITUDE 2019 | Smart Scaling through Automation: How to Scale Without Adding IT Headcount
- 1. How to Scale Without Adding IT Headcount James Kang & Anthony Ancheta with Tanya Kuoni
- 2. #SaaSOps How to Scale Without Adding IT Headcount Breathe/Leadership Standardize Automate
- 4. #SaaSOps James Kang Senior Manager, IT Operations ● Father of Two ● Recently came back from another volunteer program building houses in Cambodia
- 5. #SaaSOps Previously • Team of 2 that serviced 200 Employees • Team of 4 that serviced 450 Employees • Primarily Saas applications • Not being efficient with our talents • Onboarding - 45 minutes Now • Team of 4 at 550 Employees • Growing with several Global offices • Automation • Onboarding - 15 minutes Small and talented team
- 6. #SaaSOps How did we get to “now’?
- 7. #SaaSOps Technology is our friend Udemy has utilized great technology and tools to move our operations to the next level. Automation is everything!
- 8. #SaaSOps Tools we are currently using
- 9. #SaaSOps From physical to virtual Typically, IT orgs have grown by ratio of Employee base. Automation has replaced needing to throw people to solutions needed. IT Work is changing...
- 10. #SaaSOps
- 11. #SaaSOps
- 12. #SaaSOps Onboarding Scale to growth of company Specialized provisioning Easy to Use Ease of mind
- 13. #SaaSOps Offboarding Provide tools for other teams Covers 90% of systems Ease of mind
- 14. #SaaSOps
- 15. #SaaSOps Benefits for the team... Flexibility in scope of work Flexibility with where staff can be physically Better work/life balance You can be available anywhere and at anytime
- 16. #SaaSOps Benefits for everyone else Hiring Manager ease of mind Requests taken cared of within minutes Better employee experience Easing processes for other departments
- 17. Achieving more with less
- 18. #SaaSOps Anthony Ancheta IT Manager/ Senior Applications Engineer
- 19. #SaaSOps Limespeed* • Automation • Developing a internal security posture • Helpdesk • Understanding the business needs
- 20. #SaaSOps Automation Who? What? Where? How we did more with less…
- 21. #SaaSOps Developing a security posture Automation of audits and creating a security picture to establish human centered policies
- 22. #SaaSOps Better Help Desk If you do it more than three times in a week, find a way to automate it
- 23. #SaaSOps Understanding business need How do we best service our client?
- 24. C O M I N G U P N E X T #SaaSOps Anthony Ancheta IT Manager/ Senior Applications Engineer James Kang Senior Manager, IT Operations Customer Spotlight on Spotify S H O R T B R E A K
Hinweis der Redaktion
- Our company had a great problem of growth happening but seeing that resources and need for better tools we would need to better scale our operation. At the 550 employee level, we would have needed 7-8 IT workers to work on not only specialized tasks as more people were needed but also the need to add people to our international offices.
- As our company grows, there are more specialized groups and teams that form within a department. With Bcloud, we have been able to create more specialized and custom groups that we can provision based on title, job function etc. We can provision Google groups, and add to private teams within Slack to speed up the process, so we are not provisioning or having to then custom build provisions for each new person. We are able to grow internationally
- With the offboard process we give the ability for better automation on the offboards. Now the HR representatives at our company can kick off processes with just a start off process in Workday. Being able to help our International offices as well.
- Hello, I am Anthony Ancheta. I was the first IT operations employee hired at Lime 15 months ago. I was hired to build out the tech infrastructure, standardize applications, and build out our HQ, Redwood city, and global warehouse infrastructure. I am here today to talk a little about our journey and how we were able to achieve more with less.
- At Lime, we refer to doing more with less as Limespeed. To achieve Limespeed, I needed to automate and develop a security posture with help of Bettercloud, create an efficient helpdesk, and understand the business needs as we scale. Bettercloud enabled me to have hard data which aided in creating a security posture and uncovered what we will call “bad habits” in the domain. THEN helped remediate those behaviors. Also to create the very first FTE/Employee list known to the company. Setting up our Global Helpdesk, understanding shifting business needs and being flexible, very flexible, Gumby like flexibility. Also, please note presentations aren’t my thing (wink/smile).
- I know this seems like a no brainer and this is not a Bettercloud plug, really. I inherited a G-suite instance that well lets just say never had an administrator… Not only that but, no one could tell me what tools were being provisioned by whom, or who owned what SAAS applications. It is safe to say I spent the first month not only trying to manage day-to-day business at “Limespeed” but also understand and untangle the web of uncategorized data then automate the simple stuff, such as who was in what department, who was their manager and make sure they were in the correct OU, GG, Security Group, Shared drive etc. Using automations I was able to clean up our G suite, provision users into the correct security groups and set automations keying off department and title that set users up for success from day one.
- THEN comes … Internal Security. I don’t think it is called security yet, remember the fact finding… well in that fact finding I started noticing through docs andshares seeing that there were some documents just openly available to everyone in the domain. Not only were they open to the domain but they were open to the public. Hmm, I think BetterCloud may have a canned report for that? Come to find out, 40k+ documents exposed publicly, which led me to revoking access and creating drive policies. And also a few company wide emails conveying changes and setting up new document policies globally. Public shares were only part of the issue, PII and CC info also had to be flagged and automated to send an email to the user then remediated.
- Helpdesk… IT Desk… At this point I just needed help. Therefore, while sorting through all the previously mentioned, I was also working on a headcount plan and trying to understand how fast the company wanted to scale… Fast forward a few rough weeks and I was able to hire a helpdesk tech and a contractor. With a little breathing room now, we spun up some systems and were able to understand what was being asked from the business. I also was able to get some clarification on hiring targets:10 to 15 new hires a week over the next year … quick math guess that’s about 780 bodies … Hmm…. Someone once told me that there was no ask from the user community, which equated to someone thought that because there was no central system non one had any issues. Once a ticketing system was in place it was quite the opposite, 70-100 tickets a day showed that we needed to get onboarding and offboarding setup and quickly.
- This is fundamental to our job, but when you have such lofty goals and you know the process of reaching the company goals can shift constantly… iteration has to be in your playbook at all times, for you football fans iteration is your audible. A new market closes, we shift, we open a new market, we shift, you become really nimble and flexible, like gumby, find those key stakeholders, setup one on ones… As it is our job to know the business and how we can iterate on current IT methodologies to be able to think outside the box. Adapt. Achieve.