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.
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
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...
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
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
Editor's Notes
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.