@@ -32,7 +32,7 @@ The Professional Services team is organized according to specialized functions a
| [Delivery](professional-services-delivery-methodology/) | Service delivery planning and execution through specialized engineering team members |
| [Engagement Management](engagement-mgmt/) | Opportunity and SOW scoping and closing in collaboration with GitLab Sales team members |
| [Instructional Design and Development](instruct-dev/) | Educational content creation, deployment, and maintenance |
| [Practice Management](practice-mgmt/) | Definition, planning, go-to-market, and performance for specific categories of professional services offerings |
| [Practice Management](practice-mgmt/) | Definition, planning, go-to-market, and delivery tooling/maintenance for professional services offerings |
| [Project Management](project-mgmt/) | Project planning and execution |
| [Professional Services Technical Architect](technical-architect/) | Team technical leadership, project quality and technical escalations |
@@ -41,7 +41,7 @@ The Professional Services team is organized according to specialized functions a
### Mission
GitLab Professional Services enables customers and partners to realize the full value of GitLab solutions to increase operational efficiencies, deliver better products faster, and reduce security and compliance risks.
GitLab Professional Services enables customers and partners to accelerate the time-to-value of GitLab implementations through tailored expert-level hands-on and advisory engagements to increase operational efficiencies, deliver better products faster, and reduce security and compliance risks.
### Goals
@@ -61,6 +61,7 @@ GitLab Professional Services enables customers and partners to realize the full
GitLab Professional Services offerings sold and scoped by the PS Engagement Management team in partnership with the GitLab Account teams. Services are delivered directly by GitLab team members or by partners. We are building out the partner selling and delivery process to:
* Ensure we have local coverage globally
* Improve our ability to deliver engagements around new GitLab product capabilities
* Scale professional services in alignment with GitLab business growth
* Create a partner revenue stream
@@ -70,16 +71,18 @@ Check out the [professional services team page](/handbook/company/team/?departme
## Team metrics
GitLab Professional Services measures success through tracking business profitability and resource utilization. The targets for FY21 are as follows.
GitLab Professional Services measures success through tracking business profitability and resource utilization.
<!-- The targets are as follows.
***Long term profitability target**: 30% gross margin
***Project Manager, Program Manager and Engineer Utilization targets**: 70% billable hours
@@ -109,8 +112,8 @@ This performance indicator measures how satisfied our customers are with their i
GitLab offers a full catalog of professional services including implementation, migration, and education delivered by GitLab experts. Click the links to learn more about our framework and for a detailed listing of our standard SKU offerings.
*[PS Offerings Framework](framework)
*[PS Standard SKUs](SKUs)
*[PS Full Catalog](https://about.gitlab.com/services/catalog/)
*[PS Standard SKUs](skus)
*[PS Full Catalog](https://about.gitlab.com/professional-services/catalog/)
@@ -17,11 +17,12 @@ There are many people involved in the selling and delivery of services: the cust
### Services Taxonomy
1.**Customer GitLab Adoption Journey**: Professional Services organizes its services to cater towards the Customer GitLab journey, with the following service pillars: `Source Code Management (SCM) Consolidation`, `CI/CD Modernization`, `DevSecOps Transformation`, and `Value Stream Management`. Some services can span across multiple pillars (e.g. Onboarding, Education, Duo).
1.**Categories**: Currently Professional Services offers two major categories of services: `Education` and `Consulting`.
1.**Types**: Further classifying types of services help us analyze business trends, prioritize investments, and schedule delivery. Types of services are broken out for each Category of services. These service types use ubiquitous language. They should mean the same thing to the customer buyer, the account team, the Engagement Manager and the delivery team. `Migration`, `Implementation`, and `Advisory` are examples of types of services in the `Consulting` category. `Custom` and `Standard` are types of services in the `Education` Category.
1.**Offerings**: There can be multiple offerings in each service type. As we identify market trends, we accumulate and build more offerings per service type. For example, we have [readiness assessment](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/implementation/readiness-assessment/-/blob/master/README.md) and general [implementation services](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/implementation/implementation-template) in the `Consulting` Category and `Implementation` Type.
1.**Types**: Further classifying types of services help us analyze business trends, prioritize investments, and schedule delivery. Types of services are broken out for each Category of services. These service types use ubiquitous language. They should mean the same thing to the customer buyer, the account team, the Engagement Manager and the delivery team. `Migration`, `Implementation`, and `CI/CD`, and `Security` are examples of types of services in the `Consulting` category. `Custom` and `Standard` are types of services in the `Education` Category.
1.**Offerings**: There can be multiple offerings in each service type. As we identify market trends, we accumulate and build more offerings per service type. For example, we have a [self-managed health check](https://drive.google.com/file/d/1OWZdw44MMaYLyrvxGo96vYuzz5wTXeaq/view) and other general implementation services in the `Consulting` Category and `Implementation` Type.
### Offering Maturity Model
<!-- ### Offering Maturity Model
The services maturity framework provides for 5 maturity levels for offerings: planned, minimal, viable, complete and lovable.
@@ -29,11 +30,11 @@ The services maturity framework provides for 5 maturity levels for offerings: pl
-**Minimal**: The offering is defined, a vision for moving to complete exists
-**Viable**: We have delivered the offering at least once, feeding lessons learned into the completion plan. At least some marketing materials and execution plans from Complete
-**Complete**: An offering that can be consistently delivered: predictability in timing, results, and margin.
-**Lovable**: The offering is at full maturity, positive NPS & impact on customer's adoption of GitLab product
-**Lovable**: The offering is at full maturity, positive NPS & impact on customer's adoption of GitLab product -->
## Service Offering Framework
In general, you can find our publicly marketed services on our [service catalog page](https://about.gitlab.com/services/) and the delivery kits at: [Consulting](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits) and [Education](https://gitlab.com/gitlab-com/customer-success/professional-services-group/trainings)
In general, you can find our publicly marketed services on our [service catalog page](https://about.gitlab.com/professional-services/catalog/) and more information at: [Consulting Delivery Kits](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits) and [Education Service Info](https://about.gitlab.com/professional-services/education/)
## New Service Process
@@ -42,7 +43,7 @@ The process in which Technical Architects, Engagement Managers, and Practice Man
### Identification of New Offering Needs
-**Identify Need**: Engagement Managers, Technical Architects, and Practice Management identify the need for a new service or offering, often based on opportunities with customers.
- Every new service will begin as T&M to allow for iteration and scope/price/LOE rightsizing. Once the service becomes cookie cutter, repeatable, and delivered often, we will create a SKU as a last step.
- Every new service will begin as a SOW to allow for iteration and scope/price/LOE rightsizing. Once the service becomes cookie cutter, repeatable, and delivered often, we will create a SKU as a last step.
-**Review/Update Slide Decks**: Engagement Managers and Practice Managers Review/Update as needed the:
-[FY25 GitLab Global Services](https://docs.google.com/presentation/d/1M-7aA7f9S6dULvzuKuTJs4j3A4V1z2DtMsoN0T0SMZg/edit#slide=id.g277ce56021a_0_2036) deck for considerations and methodology.
-[PS Proposal Deck Templates](https://drive.google.com/drive/folders/1Mw8rE0weTB3C6D5XnR34K4ZxNv2C1j-7) for individual service pre-sales pitches.
@@ -52,17 +53,19 @@ The process in which Technical Architects, Engagement Managers, and Practice Man
-**Write Data Sheet**: Practice Management creates a draft data sheet following a [template](https://drive.google.com/drive/folders/15qTq8OTpuMP4wDEBn14kzaMNfQaDaR7q) in this folder, creating a google slide and then saving as a pdf.
-**Create Template SOW (DOW only if necessary)**: Engagement Manager coordinates with TA and practice team to create google docs and pdf versions of these documents. See [examples here](https://drive.google.com/drive/folders/1sXW6ZoAOXhrvVvHw6eRK-w3g_EwTWmrs).
-**Create Estimate Breakdown**: Engagement Managers outline cost estimates and TAs and practice update the [build sheet](https://docs.google.com/spreadsheets/d/15zx0JzyfZkX_jKQ9mCSJQd3HZ_u_jKXyXnS9UwsO9rs/edit?gid=1402627007#gid=1402627007), which includes updating the COGS (Cost of Goods Sold).
-**Create Estimate Breakdown**: Engagement Managers outline cost estimates with TAs and practice update the [build sheet](https://docs.google.com/spreadsheets/d/15zx0JzyfZkX_jKQ9mCSJQd3HZ_u_jKXyXnS9UwsO9rs/edit?gid=1402627007#gid=1402627007), which includes updating the COGS (Cost of Goods Sold) to show a breakdown of hours per resource role and project margin.
### Tooling and Automation
-**Tooling/Automation**: Technical Architects create any necessary resuable tooling or automation as part of the engagement.
-**Create Delivery Kit**: Technical Architects document the [delivery kit](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits) during the engagement that includes:
-**Tooling/Automation**: Practice and TAs collaborate to create any necessary resuable tooling or automation as part of the engagement.
-**Create Delivery Kit**: Practice creates the first iteration of the [delivery kit](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits) during the engagement that includes:
- Documentation
- Runbook(s) with delivery steps
- High-level delivery document template for PS with delivery artifacts for Customer
-**Review and Approval**: Practice team reviews and merges delivery kit.
-**Track Contributions and Progress**: Staff Program Manager tracks delivery kit contributions and progress during delivery.
- Links out to tooling used to assist with the delivery of this engagement
- PM methodology and delivery guides
-**Review and Approval**: Practice team reviews and merges delivery kit. Afterwards, a combination of Practice and Delivery team members become designated CODEOWNERS to incentivize high quality contributions and assist in the review triage process.
-**Retro and Contributions**: Post-engagement, the delivery and practice team conduct a retro on the engagement to analyze improvements in tooling, delivery kits, collateral, estimation, and processes that can be made.
### Documentation and Updates
@@ -73,13 +76,14 @@ The process in which Technical Architects, Engagement Managers, and Practice Man
- Engagement Management
- Delivery
- Training & Education
- Recordings
### Marketing and Sales
-**Update Marketing Pages**: Practice updates the marketing pages as needed.
- Update [about.gitlab.com/services](https://about.gitlab.com/services/) page in [Contentful](https://be.contentful.com/)
- Update [Professional Services Resources Hub Page](https://gitlab.highspot.com/items/6442b9fc37fc53163e5cb7d9) in HighSpot.
- Update [Professional Services Resources Page](https://gitlab.highspot.com/spots/66e33314264c184203383750?list=all&overview=true) in HighSpot.
### Ongoing Enablement Sessions
@@ -90,20 +94,20 @@ The process in which Technical Architects, Engagement Managers, and Practice Man
- Update Zuora by creating a [systems issue](https://gitlab.com/gitlab-com/business-technology/enterprise-apps/financeops/finance-systems/-/issues/new).
- The SKU process typically takes anywhere from a few weeks to a few months depending on request urgency and how fast all the necessary leadership approvals can be attained.
- Create SKU service description (if needed, [examples here](https://drive.google.com/drive/folders/1SyHydeJSF5BJUgphn_ayJW3wjBwWBXQu)).
- Create SKU service description ([examples here](https://drive.google.com/drive/folders/1SyHydeJSF5BJUgphn_ayJW3wjBwWBXQu)).
- SKU service descriptions are the equivalent of SOWs for SKUs purchased through Zuora. Because these are transacted via an Order Form and are fixed price, the service descriptions omit hours requirements and authorization requirements.
### Delivery Kit Creation and Contribution
<!-- ### Delivery Kit Creation and Contribution
-**Indicate Need for Delivery Kit**: During the Engagement Manager → Transition call, indicate the need for a delivery kit to be created. This will be tracked with labels <spanstyle="background-color:orange">Delivery-Kit-Update</span>, and <spanstyle="background-color:purple">Practice-Management</span> in the [Retro Issue](https://gitlab.com/gitlab-com/customer-success/professional-services-group/ww-consulting/ps-plan/-/blob/master/.gitlab/issue_templates/project_retrospective.md?ref_type=heads)
-**Schedule Time for Contributions**: Ops schedules additional time for delivery kit contributions.
-**Initial Delivery Kit Creation**: Architect builds the initial delivery kit as part of the delivery process.
-**Review and Approval**: Practice team reviews and approves the delivery kit.
-**Review and Approval**: Practice team reviews and approves the delivery kit. -->
### Grooming and Maturity Matrix
<!-- ### Grooming and Maturity Matrix
-**Groom Current Delivery Kits**: Practice and Delivery regularly grooms delivery kits.
-**Create Maturity Matrix/Score**: Practice and Delivery maintain a maturity matrix to evaluate the quality and completeness of delivery kits.
-**Create Maturity Matrix/Score**: Practice and Delivery maintain a maturity matrix to evaluate the quality and completeness of delivery kits. -->
<!-- | Category | Type | Public Offering | Offering Delivery Kit | Maturity |
@@ -47,17 +47,17 @@ GitLab PS can and should help our partners be successful in delivering services
### Implementation Services
- These services almost always involve actually building the infrastructure and configuring the GitLab components so maintaining a customer-free reference for IaC of configuration Automation tends to be harder
-[Proliferate](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/implementation/proliferate) can be used by Partners (Indirect) (project based and staff aug).
-[Evaluate](https://gitlab.com/gitlab-org/professional-services-automation/tools/utilities/evaluate) can be used by Partners (Indirect) (project based and staff aug).
- Partners (Direct) TBD
- As Partners (Indirect) deliver implementation services projects, they can use [Implementation services discovery deck](https://docs.google.com/presentation/d/1K37wr--H2IT9Kv_c9N99UmkGUovAg6iOLmbcRKeKf10/edit)
Make sure as you (and/or the partner) is delivering the implementation services, you contribute back to the [Implementation Projects](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/implementation)(specifically[Proliferate](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/implementation/proliferate))
- As Partners (Indirect) deliver implementation services projects, they can use the [Implementation delivery kit](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits/implementation-delivery-kits/implementation-delivery-kit)
Make sure as you (and/or the partner) is delivering the implementation services, you contribute back to the delivery kit.
### Migration Services
- Any migration to gitlab.com requires PSE involvement due to needing admin tokens to create users on gitlab.com
- Partners (Indirect) (project based and staff aug) can use congregate and supporting automation utilities.
- As partners start migration projects, they can use the [Migration Kickoff Deck](https://docs.google.com/presentation/d/1AzM_qYKKOYhgvNTrEBXRmFT2m0caBuKZ6VAH6sCbiKQ/edit#slide=id.g7c1de0839e_0_0) or[Migration Early Adopter Kickoff](https://docs.google.com/presentation/d/19pNUZljJ7mOM8SQ31miYzaU4lXcmHI96Q6yJKqQ2dx4/edit)(for larger engagements) to help facilitate discovery discussions.
- When using [congregate](https://gitlab.com/gitlab-org/professional-services-automation/tools/migration/congregate), you will need to deploy it somewhere. If you need to deploy it within the customer firewall, make sure any hot-fixes you make to migration services source code you port back to the migration services projects.
- Partners (Indirect) (project based and staff aug) can use [Congregate](https://gitlab.com/gitlab-org/professional-services-automation/tools/migration/congregate) and supporting automation utilities.
- As partners start migration projects, they can use the [Migration Plan](https://docs.google.com/document/d/1w3srV4CZQbNMqqMymH0l1CJhY2g33-p2rkmNm8Be3Bk/template/preview) or the [Migration Delivery Kit](https://gitlab.com/gitlab-org/professional-services-automation/delivery-kits/migration-delivery-kits) to help facilitate delivery discussions.
- When using [Congregate](https://gitlab.com/gitlab-org/professional-services-automation/tools/migration/congregate), you will need to deploy it somewhere. If you need to deploy it within the customer firewall, make sure any hot-fixes you make to migration services source code you port back to the migration services projects.
### Consulting Services
@@ -66,7 +66,6 @@ Make sure as you (and/or the partner) is delivering the implementation services,
- typically a written recommendation on how to solve the problem
-*sometimes* proof of concept code customers can apply to their environment.
- All code developed for these services must NOT contain any customer information so we can reuse the project for future customers without reinventing the wheel.
-[Consulting services](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development/consulting) should be built and maintined in the consulting directory of [global practice development](https://gitlab.com/gitlab-com/customer-success/professional-services-group/global-practice-development)
## Employing Partner/Consultants
@@ -134,7 +133,7 @@ If the project requirements exceed the current capacity of the available resourc
### Partner Onboarding
- PS Ops Team sets Consultant up in Kantata
- PS Ops Team meets with Consultant to [review how to log time](sites/handbook/source/handbook/customer-success/professional-services-engineering/professional-services-operations), etc.
- PS Ops Team meets with Consultant to [review how to log time](/handbook/customer-success/professional-services-engineering/professional-services-operations), etc.
- PS Ops Team submits Access Request Issues
- Requesting access to appropriate technical tools (hardware & software)
- Requesting to add Consultant to appropriate slack channel(s)
@@ -247,7 +246,7 @@ Before making a purchase of any type or booking travel for a customer project, b
- Expense report per this [template](https://docs.google.com/spreadsheets/d/1fSn1G4opUDpnmGlcd35Zi_Mks5zTFoeg03FP__Xghes/edit?usp=sharing) that includes a separate line item for each expense
- One PDF document to include receipts for each expense
- Guidelines for [Traveling](/handbook/finance/travel/#expenses-while-traveling)
@@ -85,17 +85,17 @@ For these customers consider our [Education Services](https://about.gitlab.com/s
### Internal Testimonials
The PS team has been building maturity and repeatability to its services over the later part of 2019 and early part of 2020. We have captured some recent wins with internal testimonials in [[this highspot page](https://gitlab.highspot.com/items/65047cc5d2ccf775a19de0f6)
The PS team has been building maturity and repeatability to its services over the later part of 2019 and early part of 2020. We have captured some recent wins with internal testimonials in [this highspot page](https://gitlab.highspot.com/items/65047cc5d2ccf775a19de0f6)
### Pitch Deck
To discuss our services offerings with prospects, it is often helpful to have a few slides to describe the role of the professional services team. If you need slides for our SKU services feel free to pull from the below deck. If you are thinking this is a larger engagement, please contact [your Engagement Manager](https://docs.google.com/document/d/1sdehii3Eqp_CiYsGT3dDb0nKbbtwpxKQlni7t3ZgfCs/edit?tab=t.0#heading=h.1er41qhhpoj5)
To discuss our services offerings with prospects, it is often helpful to have a few slides to describe the role of the professional services team. If you need slides for our SKU services feel free to pull from the below deck. If you are thinking this is a larger engagement, please contact [your Engagement Manager](https://docs.google.com/document/d/1bdVOf3jL6aJF79qRMFLQsmMxIgQh5ZQ-WiLuNgsWB08/edit?tab=t.0#heading=h.qzgxpwqxme5)
Professional Services Data Sheets are available as subpages to the marketing site. You can find them through the [Professional Services portal](https://about.gitlab.com/services/).
Professional Services Data Sheets are available as subpages to the marketing site. You can find them linked on the [catalog page](https://about.gitlab.com/professional-services/catalog/).
