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ALTITUDE 2019 | SaaSOps

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SaaSOps isn’t just a set of technologies—it’s a movement! In his opening keynote, BetterCloud CEO David Politis will discuss how SaaSOps is changing IT’s role, the new challenges it solves, and how it unlocks the promise of SaaS. A panel of modern-day CIOs - Paul Chapman (Box), Uy Ut (Accel), and Eric Tan (Coupa) - moderated by Harry Moseley, CIO of Zoom, will discuss their SaaSOps journeys and share their best advice for you—the CIOs of tomorrow.

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ALTITUDE 2019 | SaaSOps

  1. 1. DAVID POLITIS, CEO & Founder
  2. 2. #SaaSOps SaaS has changed the way we work.
  3. 3. #SaaSOps We now live in a best of breed world Productivity Suites File Sharing Conferencing Identity Mgmt Device Management ITSM Project Management CRM Collaboration
  4. 4. #SaaSOps Where employee experience and productivity means everything
  5. 5. #SaaSOps Productivity Suites File Sharing Conferencing Identity Mgmt Device Management ITSM Project Management CRM Collaboration We call it the digital workplace Employees are empowered to stay engaged and productive
  6. 6. #SaaSOps Productivity Suites File Sharing Conferencing Identity Mgmt Device Management ITSM Project Management CRM Collaboration Business impact is massive Reduces friction Retains employees Improves collaboration Increases scalability
  7. 7. #SaaSOps IT plays a critical role IT Reduces friction Retains employees Improves collaboration Increases scalability
  8. 8. #SaaSOps It’s amazing for employees, but IT workloads are unmanageable Managing manual, repetitive tasks across silos Employees going rogue Insider threats Taking on new security workload Treated as a cost center Don’t have capacity to administer each individual app More IT work than there are IT workers No one teaching you how to do this Reduces friction Retains employees Improves collaboration Increases scalability IT
  9. 9. #SaaSOps You have been the trailblazers Managing manual, repetitive tasks across silos Employees going rogue Insider threats Taking on new security workload Treated as a cost center Don’t have capacity to administer each individual app More IT work than there are IT workers No one teaching you how to do this Managing manual, repetitive tasks across silos Employees going rogue Insider threats Taking on new security workload Treated as a cost center Don’t have capacity to administer each individual app More IT work than there are IT workers No one teaching you how to do this Reduces friction Retains employees Improves collaboration Increases scalability IT
  10. 10. #SaaSOps This community... this movement is #SaaSOps This community... this movement is #SaaSOps
  11. 11. #SaaSOps To understand SaaSOps, we need to understand SaaS adoption APPS T I M E |USERS|DATA
  12. 12. #SaaSOps T I M E This is the promise of SaaS.SUCCESS
  13. 13. #SaaSOps T I M E SUCCESS This is the reality. Customer data stolen Super Admin error Broken script Found out about a breach publicly
  14. 14. #SaaSOps Now how do you get from to ?
  15. 15. #SaaSOps Now how do you get from to ?
  16. 16. #SaaSOps SaaSOps noun : a practice referring to how software-as-a-service (SaaS) applications are managed and secured through centralized and automated operations (Ops), resulting in reduced friction, improved collaboration, and better employee experience
  17. 17. #SaaSOps SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills
  18. 18. #SaaSOps This audience saw SaaSOps coming, the rest of the world finally caught on "As employees increasingly use SaaS applications, the inefficiency of these manual activities will become more apparent, and workflow automation will become more important to IT administrators." "As SaaS applications become increasingly integrated into an employee’s digital workspace, the need to apply controls similar to those used on PCs and mobile devices will become increasingly apparent." "SaaS application data, configuration and settings are increasingly needed to be integrated, governed and managed using APIs."
  19. 19. #SaaSOps has been at the forefront of the #SaaSOps movement has been at the forefront of the #SaaSOps movement
  20. 20. #SaaSOps 5Public SaaS Companies The Market 2019 80+Public SaaS Companies 2011 . . .
  21. 21. #SaaSOps The Product 2011 SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills User Lifecycle Management Application Configuration
  22. 22. #SaaSOps The Product 2017 SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills User Lifecycle Management Application Configuration Visibility & Auditability Least Privilege Access Insider Threat File Security Incident Response Regulatory Compliance
  23. 23. #SaaSOps 2019 The Product + Platform API SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills User Lifecycle Management Application Configuration Visibility & Auditability Least Privilege Access Insider Threat File Security Incident Response Regulatory Compliance
  24. 24. #SaaSOps Customer Impact #SaaSOps 20192011
  25. 25. #SaaSOps Customer Impact
  26. 26. #SaaSOps SUPPORT Customer Experience 2011
  27. 27. #SaaSOps SUPPORT CUSTOMER SUCCESS EXPERT ADVISORY GROUP TRAININGS Customer Experience 2019 RACHEL ORSTON CHIEF CUSTOMER OFFICER ALTITUDE19 EMCEE
  28. 28. #SaaSOps Product Adoption SHAUN CHAUDHARY DIRECTOR, DATA & ANALYTICS
  29. 29. #SaaSOps 10 Million User Accounts Managed
  30. 30. #SaaSOps 22 Billion Events Processed Per Year
  31. 31. #SaaSOps EAG Officially Created 4K Workflows Executed / Day On Demand Workflows Released GA Release of Workflows ? 2016 2017 2018 2019 0.3k 0.8k 2.6k 4.0k
  32. 32. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Management User Lifecycle Management
  33. 33. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Management User Lifecycle Management User Lifecycle Management Offboarding
  34. 34. #SaaSOps 1M Users Offboarded Across 10+ Apps 2012 2013 2019 2k 2014 2015 2016 2017 2018 10k 26k 55k 136k 298k 648k 1,053k In this room 212K users across 9 applications been offboarded 85% of those one million user offboard in < 1 minute
  35. 35. #SaaSOps ?? Lost hours of productivity Anatomy of a Manual Offboard 1 week of work hours IT HR SECURITY 30-45 minutes Time Spent / Employee Human Error Distraction from Strategic Work High Stress Environment
  36. 36. #SaaSOps
  37. 37. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Management Least Privilege Access
  38. 38. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Management Least Privilege Access Least Privilege Access Super Admin Curve
  39. 39. #SaaSOps Super admins have root access into the application and can make mission critical changes without oversight. Why is Least Privilege Access Important? “Every additional administrator causes linear-to-exponential growth in risk,” according to CSO.com “Understanding and limiting the number of users with full administrative privileges is essential for all organizations,” - securityweek.com
  40. 40. #SaaSOps Connector Average Box 7 G Suite 8 Dropbox 9 Okta 9 Office 365 10 Salesforce 11 Slack 13 Zendesk 24 Average of 11 Admins Across All Apps! Max 35 55 37 60 41 29 61 80 0 10 20 30 40 50 60 70 80 0% 20% 40% 60% 80% 100% Avg. 11
  41. 41. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Security Insider Threat
  42. 42. #SaaSOps SaaS Management User Lifecycle Management Product Data SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance People & Process Team Structure End User Training End User Support Change Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management Team Skills SaaS Security Insider Threat Insider Threat Files Calendars
  43. 43. #SaaSOps 5 Billion Files Secured 1 Million Added Each Day & BetterCloud Customers 8% are externally shared In this room 646 million files secured 6% are externally shared
  44. 44. #SaaSOps bettercloud.com/monitor 5K Public Calendars Available To Search "I was able to access public calendars of various organizations leaking out sensitive details like their email ids, their event name, event details, location, meeting links, Zoom meeting links, Google Hangout links, internal presentation links and much more."
  45. 45. #SaaSOps Like Data? Ask your CSM for a Scorecard!
  46. 46. #SaaSOps SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance #SaaSOps People & Process Team Structure End User Training End User Support Change Management Team Skills
  47. 47. #SaaSOps SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance #SaaSOps People & Process Team Structure End User Training End User Support Change Management Team Skills 863rd newsletter bettercloud.com/monitor “I go to my Gmail account, I search for BetterCloud Monitor, and I have my recap of everything I should know.” “I love the BetterCloud Monitor. It keeps me informed of what's going on in the space. It's the only newsletter I actually stay subscribed to and actually read.” “Shoutout to BetterCloud for one of the best newsletters in the biz.” “Besides Wired, you guys are the only newsletter I dedicate time to reviewing start to finish.” The Community
  48. 48. #SaaSOps SaaS Management User Lifecycle Management Visibility & Auditability Application Configuration Least Privilege Access Spend Management SaaS Security Identity & Access (IDaaS) Insider Threat File Security Incident Response Regulatory Compliance The Community #SaaSOps People & Process Team Structure End User Training End User Support Change Management Team Skills 3,000 members betterit.cloud
  49. 49. A place to come together as a community #SaaSOps
  50. 50. #SaaSOps “Very well written and really thought-provoking book.” “This book is amazing—it will be incredibly useful for many IT and security professionals.” “BetterCloud is an industry leader in the SaaS management space, and David’s vision and expertise show strongly in this book.” “IT leadership is thinking about everything described in this book.” “The folks at BetterCloud are true pioneers of the SaaS ecosystem.” “This is a must read for every modern IT leader.” “If you have any SaaS applications, you must read this book.” “This book is an awesome guide and provides great insights on how to manage data.”
  51. 51. #SaaSOps Volume 2 launches today! Understand the concept of interactions See how SaaSOps plays out in the real world Learn SaaSOps best practices and how to take action today Learn how to classify interactions using dimensions Develop your SaaSOps philosophy, see where you sit on the spectrum
  52. 52. #SaaSOps “We are experiencing everything this book talks about.” “Part horror story, part Bible, part motivational manual. It’s the how-to guide for securing budget approval to manage and secure your SaaS apps.” “An illuminating read. It's validating to see that other IT professionals are on the same SaaSOps path.” “The concept of SaaSOps is very relevant in today's IT operations. In fact, I'm planning to head up a SaaSOps team.” “This is a very modern book. It’s the easiest way to explain SaaS to people who’ve been in the tech industry for 30+ years.” “Thorough with a nice balance of anecdotes and research. I found the entire book very relatable.” “Very helpful and practical.”
  53. 53. #SaaSOps Take a copy for your team.
  54. 54. #SaaSOps There’s been a lot of growth.
  55. 55. #SaaSOps Colin McCarthy
  56. 56. #SaaSOps Jay Feliciano
  57. 57. #SaaSOps Marques Stewart
  58. 58. #SaaSOps You are the CIOs of Tomorrow
  59. 59. #SaaSOps Paul Chapman Global Chief Information Officer Advice from the CIOs of Today Harry Moseley CIO Eric Tan VP, Business Services and IT Uy Ut CIO @harrymoseleyd @uyut@PaulChapmanBox
  60. 60. #SaaSOps IT EngineerSaaSOps IT DepartmentSaaSOps Change your department name Change your project name Tag your laptop with a sticker Wear SaaSOps swag Champion it Change your title #SaaSOps
  61. 61. #SaaSOps Let’s make history together.

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