Philippe Bedard is the Vice President of SaaS Operations at Halogen Software, a publicly traded company that provides employee engagement and talent management software. Halogen delivers its software globally as a SaaS platform and supports millions of users through high-availability operations. To meet the challenges of delivering high-velocity software updates while maintaining a compliance-driven environment, Halogen implemented AppDynamics to gain visibility into application performance and help reduce troubleshooting times. With AppDynamics, Halogen improved development velocity, shortened mean time to resolution when issues arose, and better supported its market-leading customer experience.

1. How Halogen delivered high-velocity
operations in a compliance-driven
environment
Philippe Bedard
Vice-President SaaS Operations | Halogen Software

2. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
Introduction
The Journey
The Outcome
What about this session…
1
2
3
Halogen Software
Who’s the dude?
If it were easy
You know nothing, …!
From firefighting to modus operandi
People matter most. Win with Talent

3. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
Halogen Software – Win with Talent
Based in Ottawa (Ontario), Canada
Publicly traded (TSE:HGN)
Solutions for Employees Engagement and Talent Management
SaaS and On Premise solutions

4. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
Halogen SaaS – Global Scalability
Global Delivery (Used in 120+ Countries daily)
Accelerated by Akamai
Global SaaS Team (Ottawa & London)
Market leading availability (99.999+% in 2015)
24x7x365 Operations
Billions of web transactions annually
Serving millions of users

5. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
Halogen Software – The Dude
Philippe Bédard
VP SaaS Operations
Joined the H-Crew 4 years ago
15 years of experience in SaaS organizations.
Spent a decade @Taleo (Oracle) in various SaaS leadership role.
A long time ago, in a galaxy far, far away … was a developer.
The Show Business Analogy
Customers come for the star, the software. The SaaS
Operations team is the equivalent of the road crew.
No one pays to see the roadies no matter how good they
are. At best you will not notice them, if you do … it is likely
because they screwed up the show.

6. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – If it were easy…
 Privacy is king : « It is our customers’ data, not ours »
 Organization focus on growth AND profitability
 Single code stream supports both On Premise and SaaS deployments.
 Development transitioned from Waterfall to Agile
 Strict segregation of duties requirements
 Performance issues in production are mythical, tedious to track and debunk

7. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – Why AppDynamics?
 People matter most
 Win with Talent
Contribution + Satisfaction = Engagement

8. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – Why AppDynamics?
 People matter most
 Win with Talent
Contribution + Satisfaction = Engagement
Enable your developers (self-service)
Help you win and retain top talent
Enable developers
to GSD
Developers feel empowered
to GSD
Developers deliver quality
products for our customers

9. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – Development & Ops lifecycle
DevelopmentEnvironments QA Pre-Production
User Acceptance
Test
Production
QA
Dev
SaaS
Support
Roles
and
Permissions
Data Dummy Dummy & Obfuscated Customer Data
Velocity (build/day) *** ** * * *
Bug Impact * * ** *** *****…

10. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – Development & Ops lifecycle
DevelopmentEnvironments QA Pre-Production
User Acceptance
Test
Production
QA
Dev
SaaS
Support
Roles
and
Permissions
Data Dummy Dummy & Obfuscated Customer Data
Velocity (build/day) *** ** * * *
Bug Impact * * ** *** *****…
Production
Compliance Challenge impacting MTTR User Acceptance
Test
Dummy Dummy & Obfuscated

11. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – Development & Ops lifecycle
DevelopmentEnvironments QA Pre-Production
User Acceptance
Test
Production
QA
Dev
SaaS
Support
Roles
and
Permissions
Data Dummy Dummy & Obfuscated Customer Data
Velocity (build/day) *** ** * * *
Bug Impact * * ** *** *****…
High Velocity Challenge
*** **
*** *****…
Velocity (build/day)
Bug Impact

12. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – “If it were easy…”

13. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Journey – You know nothing,…
 Feedback is a gift
 Start by engaging your team
 Processes are essential
 Find the right partners

14. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Outcome – From firefighting to modus operandi
 End-to-End deployment (everything on the AppDynamics platform)
 80% of Development and QAs received formal AppDynamics training
 A strategic investment to go fast (ROI)
 Focus on empowering smart people (Built-in collaboration tools like War Room)
 Start identifying the outliers and fix real problems
 Align AppDynamics deployment with Halogen’s RACI chart for compliance

15. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
The Outcome – People matter most. Win with Talent
 One view on application performance, from Development to Production
 Reduced MTTR significantly (up to 70%)
 High customer retention rate
 Halogen remains the market leader for customer experience in its space (Gartner, Forrester, etc)
 SaaS Operations team is highly engaged

16. Copyright © 2016, Halogen Software Inc. All rights Reserved. Confidential.
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