Paths

Managing SaaS Services

Author: Sonia Cuff

Accessing applications via a Software-as-a-Service model is becoming more common & very attractive to businesses. Meanwhile, IT Operations teams are expected to secure,... Read more

Beginner

First, learn the basic principles of Software-as-a-Service and what the business expects from a SaaS application.

Understanding Software-as-a-Service

by Sonia Cuff

Oct 31, 2017 / 55m

55m

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Description

The popularity of Software-as-a-Service (SaaS) applications is growing, but adopting SaaS comes with some unique challenges for your IT department. In this course, Understanding Software-as-a-Service, you'll learn how Software-as-a-Service differs from traditional applications and how you can integrate this into your IT operations. First, you'll explore the business and technical benefits of SaaS. Next, you'll discover how the SaaS delivery model works. Finally, you'll cover how to ensure that your SaaS applications are missed from your policies, procedures, and other IT system dependencies. When you're finished with this course, you'll have the skills and knowledge of the SaaS principles needed to successfully integrate SaaS applications into your IT environment.

Table of contents
  1. Course Overview1m
  2. The Benefits and Challenges of SaaS13m
  3. Understanding the Software-as-a-Service Model21m
  4. Understanding the Impact of SaaS on Your IT Operations19m

Identifying SaaS Operational Challenges for the Business

by Sonia Cuff

Apr 16, 2018 / 1h 22m

1h 22m

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Description

Software-as-a-Service applications are marketed as being easy to use, with minimal IT involvement. In this course, Identifying SaaS Operational Challenges for the Business, you will learn what the Business expects from SaaS and the pitfalls to meeting those expectations. First, you will learn about the challenges of accessing SaaS applications from anywhere, at any time. Next, you will discover the touch points with your existing systems, to enable a seamless work day experience. Finally, you will explore how to meet the Business’ requirements for data protection and change management. When you’re finished with this course, you will have the skills and knowledge of identifying the Business operational challenges with SaaS, needed to manage the expectations of the Business.

Table of contents
  1. Course Overview1m
  2. Living up to the SaaS Dream9m
  3. Using SaaS Anywhere11m
  4. Integrating SaaS into the Workday19m
  5. Protecting SaaS Data22m
  6. Embracing SaaS Changes16m

Intermediate

Next, explore how to integrate SaaS into your IT operations, including how the SaaS contract can impact this.

Identifying SaaS Operational Challenges for IT

by Sonia Cuff

Jun 18, 2018 / 1h 19m

1h 19m

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Description

There’s a perception that Software-as-a-Service applications are supported by their vendor, with no need for your IT Operations department to get involved. In this course, Identifying SaaS Operational Challenges for IT, you will learn where SaaS can touch parts of your IT infrastructure, systems and processes. First, you will learn what you can and can’t control with a SaaS application. Next, you will discover which parts of your existing IT systems can be impacted by SaaS. Finally, you will explore which parts of your IT Operational processes need to include SaaS applications. When you are finished with this course, you will have the skills and knowledge of SaaS needed to integrate these applications with your existing IT systems and processes.

Table of contents
  1. Course Overview1m
  2. Operating a SaaS Solution15m
  3. Understanding the SaaS Technology Stack17m
  4. Integrating SaaS with Existing IT Systems23m
  5. Integrating SaaS with Existing IT Processes21m

Managing Software-as-a-Service Contracts

by Sonia Cuff

Jan 10, 2018 / 57m

57m

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Description

Software-as-a-Service (SaaS) has a reputation for being outside of your IT department’s control. In this course, Managing Software-as-a-Service Contracts, you’ll learn why the agreement you have with the vendor is important for bridging that gap. First, you'll delve into the different components of a SaaS contract. Next, you’ll discover how to track if the vendor is providing an acceptable level of service. Finally, you’ll explore which key technical metrics you can monitor to ensure the solution is performing well. When you’re finished with this course, you'll have the skills and knowledge of the Software-as-a-Service contract principles needed to successfully manage SaaS contracts in alignment with your business expectations.

Table of contents
  1. Course Overview1m
  2. Understanding SaaS Contract Terms22m
  3. Tracking SaaS Vendor Performance18m
  4. Tracking SaaS Technical Performance15m

Advanced

Finally, these courses offer communications skills and tips for working with end users and the SaaS vendor, in the good times and the bad times.

Liaising with SaaS Users and Vendors

by Sonia Cuff

Jul 19, 2018 / 1h 0m

1h 0m

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Description

While IT Operations may not directly support Software-as-a-Service applications, they are still the contact point for end users and the application vendor. In this course, Liaising with SaaS Users and Vendors, you will gain the ability to effectively manage those relationships. First, you will learn how to effectively support SaaS users. Next, you will discover how to work with a SaaS vendor. Finally, you will explore your role in managing SaaS changes. When you’re finished with this course, you will have the skills and knowledge of supporting SaaS applications needed to manage expectations with the key internal and external stakeholders.

Table of contents
  1. Course Overview1m
  2. Supporting SaaS Users22m
  3. Working with a SaaS Vendor21m
  4. Keeping Ahead of SaaS Changes15m

Surviving a SaaS Crisis

by Sonia Cuff

Aug 9, 2018 / 49m

49m

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Description

When a Software-as-a-Service application is down, your IT Operations team is going to get the grumpy phone calls. In this course, Surviving a SaaS Crisis, you will gain the ability to prepare for and manage that kind of event, when you have no control over the application or its infrastructure. First, you will learn proactive steps you can take to minimize the impact, before it happens. Next, you will discover how to include SaaS in your crisis planning. Finally, you will explore important steps and communication skills for managing a crisis. When you’re finished with this course, you will have the skills and knowledge of SaaS applications needed to protect your business as much as possible from a SaaS outage.

Table of contents
  1. Course Overview1m
  2. Preparing for a SaaS Crisis22m
  3. Managing a SaaS Crisis25m

What you will learn

  • Benefits of Software-as-a-Service applications
  • Integrating SaaS into your IT policies and procedures
  • Touch points between SaaS and your existing infrastructure and applications
  • Business expectations of SaaS including regulations and compliance
  • SaaS contracts, service levels, and metrics
  • Preparing for and managing a SaaS crisis
  • Communication tips for managing expectations during a SaaS outage

Pre-requisites

An understanding of IT support principles is recommended.