Commit 15c318df authored by Mike Lindsay's avatar Mike Lindsay Committed by Brendan O'Leary 🐢

initial turn at fixing all the bad PSE links. This is for issue...

initial turn at fixing all the bad PSE links. This is for issue https://gitlab.com/gitlab-com/customer-success/professional-services-group/ps-plan/issues/217
parent eb32c1e8
......@@ -409,7 +409,7 @@
- sources:
- /handbook/customer-success/professional-services
- /handbook/customer-success/implementation-engineering
target: /handbook/customer-success/professional-service-engineering/
target: /handbook/customer-success/professional-services-engineering/
comp_op: '~'
- sources:
- /handbook/customer-success/engaging
......
......@@ -34,3 +34,8 @@
desc: With 100,000 organizations using GitLab, your organization may have many instances already. Bring your teams together and leverage innersourcing with our support.
href: /services/innersourcing
- id: 7
icon: saas-cloud.svg
name: Project Management
desc: Help get your project on track with our specialized Project Management services.
href: /services/project-management
\ No newline at end of file
......@@ -5723,7 +5723,7 @@
location_factor: 0.7444
locality: Morro Bay, CA
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: lvidemsky.png
twitter: videmsky
......@@ -6211,7 +6211,7 @@
location_factor: 0.8001
locality: North Hollywood, CA
country: USA
role: <a href="/job-families/sales/professional-service-engineer/#manager-professional-services">Manager of Professional Services</a>
role: <a href="/job-families/sales/professional-services-engineer/#manager-professional-services">Manager of Professional Services</a>
reports_to: david-sakamoto
picture: davidtacheny.jpg
twitter:
......@@ -8026,7 +8026,7 @@
location_factor: 0.7889
locality: Columbia, MD
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Federal Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Federal Professional Services Engineer</a>
reports_to: david-tacheny
picture: leopard.jpg
twitter:
......@@ -8043,7 +8043,7 @@
location_factor: 0.8
locality: Hershey, PA
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Federal Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Federal Professional Services Engineer</a>
reports_to: david-tacheny
picture: edslatt.jpg
twitter: ed_slatt
......@@ -8061,7 +8061,7 @@
location_factor: 0.7
locality: Zandvoort
country: Netherlands
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer, EMEA</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer, EMEA</a>
reports_to: david-tacheny
picture: adrianofonseca.png
twitter: adriano_fonseca
......@@ -8078,7 +8078,7 @@
location_factor: 0.7
locality: Rotterdam
country: The Netherlands
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer, EMEA</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer, EMEA</a>
reports_to: david-tacheny
picture: petarprokic.jpg
twitter:
......@@ -8508,7 +8508,7 @@
pronouns: he/him
departments:
- Solutions Architects
- Professional Service Engineering / Professional Services
- Professional Services Engineering / Professional Services
- Technical Account Management / Customer Success Management
story: |
After graduating with an Industrial Engineering degree from Cal Poly San Luis Obispo, David started his professional career at Silicon Graphics Inc (SGI) where he was a Process Engineer and eventually a Program Manager, leading the release for high-end servers, supercomputers and MIPs processors. From there, he served in an diverse collection of roles and companies, including Software Program Manager (Genentech/biotech), Professional Services (XUMA / startup), Sales Engineering / Professional Services / Support / SW QA / Maintenance (CITTIO / startup), Success Operations / Software Development / Customer Success (Cisco), Customer Success / Services / Cloud Operations (EVault) and ultimately Customer Success at Gitlab. With this eclectic background, he brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to maximize customer success and propel revenue growth. He is thankful to live in beautiful San Francisco a couple blocks from Ocean Beach where he occasionally surfs. He's blessed to have a wonderful wife, two delightfully exuberant twin boys and a rambuncious shephard mix (Mister Syd). He also really loves tacos.
......@@ -13168,7 +13168,7 @@
name: Kevin Vogt
start_date: 2019-05-28
location_factor: 0.7
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: kevinvogt.jpg
gitlab: kvogt1
......@@ -13182,7 +13182,7 @@
name: Glen Miller
start_date: 2019-06-03
location_factor: 0.7
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: glenmiller.jpg
gitlab: glen_miller
......@@ -14081,7 +14081,7 @@
location_factor: 0.6333
locality:
country:
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: ../gitlab-logo-extra-whitespace.png
twitter:
......@@ -14207,7 +14207,7 @@
location_factor: 0.7444
locality: Beaverton, OR
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: mlindsay.jpg
twitter:
......@@ -16028,7 +16028,7 @@
location_factor: 0.7
locality: Southern Tennessee
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: ../gitlab-logo-extra-whitespace.png
twitter:
......@@ -18872,7 +18872,7 @@
placeholder: true
locality: Anywhere
country: Remote
role: <a href="/job-families/sales/professional-service-engineer/">Federal Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Federal Professional Services Engineer</a>
reports_to: david-tacheny
picture: ../gitlab-logo-extra-whitespace.png
twitter:
......@@ -21791,7 +21791,7 @@
location_factor: 0.7444
locality: Marysville, WA
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Professional Service Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Professional Services Engineer</a>
reports_to: david-tacheny
picture: jomarquez.png
twitter:
......@@ -21978,7 +21978,7 @@
location_factor: 0.7
locality: New Jersey
country: USA
role: <a href="/job-families/sales/professional-service-engineer/">Implementation Engineer</a>
role: <a href="/job-families/sales/professional-services-engineer/">Implementation Engineer</a>
reports_to: david-tacheny
picture: NickPeric.jpg
twitter:
......
......@@ -67,7 +67,7 @@ Nomination reasons for how Nadia demonstrated GitLab's values:
### January 2018 Top Team Member
Brendan O'Leary, Professional Service Engineer, is the January 2018 Top Team Member embodying the GitLab Values!
Brendan O'Leary, Professional Services Engineer, is the January 2018 Top Team Member embodying the GitLab Values!
Nomination reasons for how Brendan demonstrated GitLab's values:
......
......@@ -40,11 +40,11 @@ title: "Calendar Year 2018 Q2 OKRs"
* Customer Success: Enabling a transition to Transformational Selling
* Solutions Architects: Each Solutions Architect record video's of top 5 specialized use cases (including pitching services), reviewed by Customer Success leadership team.
* Technical Account Managers: Do a quarterly business review for all eligible customers
* Professional Service Engineering: 75% of Big and Jumbo opportunities include Professional Services line item
* Professional Services Engineering: 75% of Big and Jumbo opportunities include Professional Services line item
* Customer Success: 80% of opportunities advanced to stage 4 (Proposal) from stage 3 (Technical Evaluation) stage based on guided POC’s.
* Solutions Architects: 100% of Solutions Architect team members participate in at least 1 guided POC.
* Technical Account Managers: 100% of TAM team members participate in at least 1 guided POC.
* Professional Service Engineering: Create top 3 integration demonstration / test systems (LDAP, Jenkins, JIRA).
* Professional Services Engineering: Create top 3 integration demonstration / test systems (LDAP, Jenkins, JIRA).
* CRO: Effective sales organization. 70% of salespeople are at 100% of quota.
* Dir Channel: Increase Channel ASP by 50%
* Dir Channel: Triple number of resellers above "Authorized Level"
......
......@@ -53,8 +53,8 @@ GitLab KPIs are the most important indicators of company performance.
1. [Net Retention](/handbook/customer-success/vision/#measurement-and-kpis) > 2 (P0)
1. [Gross Retention](/handbook/customer-success/vision/#measurement-and-kpis) > 0.9 (P0)
1. Rep [IACV per comp](https://about.gitlab.com/handbook/sales/#measuring-sales-rep-productivity) > 5 (P1)
1. [ProServe](/handbook/customer-success/professional-service-engineering//#long-term-profitability-targets) revenue vs. cost > 1.1 (P1)
1. [Services attach rate for strategic](/handbook/customer-success/professional-service-engineering/#Services-Attach-Rate-for-Strategic-Accounts) > 0.8 (P1)
1. [ProServe](/handbook/customer-success/professional-services-engineering//#long-term-profitability-targets) revenue vs. cost > 1.1 (P1)
1. [Services attach rate for strategic](/handbook/customer-success/professional-services-engineering/#Services-Attach-Rate-for-Strategic-Accounts) > 0.8 (P1)
1. [Self-serve sales ratio](/handbook/sales/#self-serve-sales-ratio) > 0.3 (P1)
1. [Licensed users](/handbook/sales/#licensed-users) (P1)
1. [ARPU](/handbook/sales/#revenue-per-licensed-user-also-known-as-arpu) (P0)
......
......@@ -1098,7 +1098,7 @@ This creates a parent-child relationship between the *original* OPPORTUNITY and
#### Creating a Professional Services Opportunity
{:.no_toc}
A `Professional Services` OPPORTUNITY will be used to cover any integration, consulting, training or other service that a Sales rep will sell to a prospect/client and needs or wants to be invoiced separately. To invoice separately a new quote and opportunity must be created.
A full list of professional services can be found [here](/handbook/customer-success/professional-service-engineering/offerings/).
A full list of professional services can be found [here](/handbook/customer-success/professional-services-engineering/offerings/).
1. Navigate to the *original* OPPORTUNITY (this will become the "parent" opp).
2. Click the "New PS Opportunity" button and fill out the following:
......
......@@ -55,8 +55,8 @@ Utilizing built-in monitoring instrumentation and [a scalable HA architecture](h
### Solutions Architects
* [Solutions Architects handbook](/handbook/customer-success/solutions-architects)
### Professional Service Engineers
* [Professional Service Engineering handbook](/handbook/customer-success/professional-service-engineering)
### Professional Services Engineers
* [Professional Services Engineering handbook](/handbook/customer-success/professional-services-engineering)
### Technical Account Managers
* [Technical Account Manager handbook](/handbook/customer-success/tam)
......@@ -83,9 +83,9 @@ The table below depicts the relationships between activities, responsible roles,
| **7** | High-level technical discovery and fit assessment | Solutions Architect | Opportunity | Technical Evaluation | Updates to the customer technical profile that demonstrate the architectural fit is feasible and provides sufficient information for generating a SOW and solution design blueprint. |
| **8** | Capture environment and technical specifics for each prospect | GitLab Group | Opportunity | Technical Evaluation | Enriched customer meta-record |
| **9** | Create a solution design blueprint from requirements gathering, tech discovery and customer meta-record | Solution Architect | Opportunity | Technical Evaluation | Blueprint solution design diagram |
| **10** | Handoff solution design blueprint to Professional Service Engineer and TAM | Solutions Architect | Opportunity | Technical Evaluation | PSE and TAM full review |
| **10** | Handoff solution design blueprint to Professional Services Engineer and TAM | Solutions Architect | Opportunity | Technical Evaluation | PSE and TAM full review |
| **11** | Validate the solution design as generated by Solutions Architect | PSE and TAM | Opportunity | Proposal | Approval / signoff by PSE and TAM |
| **12** | Create and submit professional services implementation SOW to stakeholders | Professional Service Engineer | Opportunity | Proposal | Statement of Work (inclusive of blueprint solution design) |
| **12** | Create and submit professional services implementation SOW to stakeholders | Professional Services Engineer | Opportunity | Proposal | Statement of Work (inclusive of blueprint solution design) |
| **13** | Create and submit Proof of Value (PoV/PoC) plan to stakeholders | Solution Architect | Opportunity | Technical Evaluation | PoV plan (inclusive of blueprint solution design) |
| **14** | Agreed upon success criteria | GitLab Group | Opportunity | Negotiating | A document that clearly articulates what done looks like and when done is successful. The success criteria are required for proof of value or a professional services implementation. The document should be signed by an accountable individual from both parties and verbally discussed. |
| **15** | Create and complete [Customer Success Plan](/handbook/customer-success/tam/#managing-the-customer-engagement) | Solutions Architect | Opportunity | Negotiating |
......
---
layout: markdown_page
title: "Professional Service Engineering"
title: "Professional Services Engineering"
---
# Professional Service Engineering Handbook
# Professional Services Engineering Handbook
{:.no_toc}
The Professional Service Engineering group at GitLab is a part of the [Customer Success](/handbook/customer-success) department. Professional Service Engineers have the goal to optimize organization's adoption of GitLab through our professional services, designed to enable other necessary systems in your environment so that customers can move from planning to monitoring.
The Professional Services Engineering group at GitLab is a part of the [Customer Success](/handbook/customer-success) department. Professional Services Engineers have the goal to optimize organization's adoption of GitLab through our professional services, designed to enable other necessary systems in your environment so that customers can move from planning to monitoring.
## On this page
{:.no_toc}
......@@ -14,14 +14,14 @@ The Professional Service Engineering group at GitLab is a part of the [Customer
{:toc}
## Role & Responsibilities
See the [Professional Service Engineer role description](/job-families/sales/professional-service-engineer/)
See the [Professional Services Engineer role description](/job-families/sales/professional-service-engineer/)
### Statement of Work creation
The GitLab Professional Service Engineering group is responsible for maintaining the [GitLab SOW Template](https://docs.google.com/document/d/1X8_EiX8kgJdpaVlydbTJg5pn4RXeDvYOIyok2G1A69I/edit) (internal link) while the production of new Statements of Work for customer proposals is owned by the [Solutions Architects ](https://about.gitlab.com/handbook/customer-success/solutions-architects/).
The GitLab Professional Services Engineering group is responsible for maintaining the [GitLab SOW Template](https://docs.google.com/document/d/1X8_EiX8kgJdpaVlydbTJg5pn4RXeDvYOIyok2G1A69I/edit) (internal link) while the production of new Statements of Work for customer proposals is owned by the [Solutions Architects ](https://about.gitlab.com/handbook/customer-success/solutions-architects/).
To obtain a Statement of Work, open a new SOW issue using the template on the [Professional Services project](https://gitlab.com/gitlab-com/customer-success/professional-services-group/ps-plan/issues/new?issuable_template=NewSOWApproval&issue%5Bassignee_id%5D=&issue%5Bmilestone_id%5D=) (internal link).
We prefer customers to mark up our agreement and SOW template if they request changes. If they require the use of their services terms or SOW, please contact the Professional Service Engineering group.
We prefer customers to mark up our agreement and SOW template if they request changes. If they require the use of their services terms or SOW, please contact the Professional Services Engineering group.
### Long Term Profitability Targets
The long term gross margin target for services is 35%.
......@@ -33,39 +33,39 @@ The percent of Large Parent Accounts that have Professional Services associated
#### Implementation Plan
Each services engagement will include an Implementation Plan compiled based on the Statement of Work and other discussions the Professional Service Engineering group has with the customer. The Professional Service Engineering group also maintains the SOW template located [at this internal link](https://docs.google.com/document/d/1X8_EiX8kgJdpaVlydbTJg5pn4RXeDvYOIyok2G1A69I/edit).
Each services engagement will include an Implementation Plan compiled based on the Statement of Work and other discussions the Professional Services Engineering group has with the customer. The Professional Services Engineering group also maintains the SOW template located [at this internal link](https://docs.google.com/document/d/1X8_EiX8kgJdpaVlydbTJg5pn4RXeDvYOIyok2G1A69I/edit).
Each services engagement will have a google sheet that shows the contracted revenue and the estimated cost measured in hours or days of effort required to complete the engagement. The cost estimate must be completed prior to SoW signature and attached to the opportunity in SFDC.
### Professional Service Engineering Workflows
### Professional Services Engineering Workflows
For details on the specific Professional Service Engineering plays, see [professional service engineering workflows](/handbook/customer-success/professional-service-engineering/workflows).
For details on the specific Professional Services Engineering plays, see [Professional Services Engineering workflows](/handbook/customer-success/professional-services-engineering/workflows).
## Selling Professional Services
For details on selling professional services, see [Selling Professional Services](/handbook/customer-success/professional-service-engineering/selling).
For details on selling professional services, see [Selling Professional Services](/handbook/customer-success/professional-services-engineering/selling).
## Professional Services Offerings
See [Professional Services Offerings](/handbook/customer-success/professional-service-engineering/offerings).
See [Professional Services Offerings](/handbook/customer-success/professional-services-engineering/offerings).
## How to work with/in the Professional Service Engineering group
## How to work with/in the Professional Services Engineering group
### Contacting & Scheduling
At GitLab, Professional Service Engineering is part of the [Customer Success department](/handbook/customer-success). As such, you can engage with Professional Service Engineering by following the guidelines for [engaging with any Solutions Architect](/handbook/customer-success/solutions-architects#when-and-how-to-engage-a-solutions-architect). This process ensures that the Customer Success department as a whole can understand the inbound needs of the account executive and our customers.
At GitLab, Professional Services Engineering is part of the [Customer Success department](/handbook/customer-success). As such, you can engage with Professional Services Engineering by following the guidelines for [engaging with any Solutions Architect](/handbook/customer-success/solutions-architects#when-and-how-to-engage-a-solutions-architect). This process ensures that the Customer Success department as a whole can understand the inbound needs of the account executive and our customers.
For scheduling specific customer engagements, we currently are slotting implementations while our group grows to support the demand for services. If you have a concern about scheduling the engagement, this should be discussed at the Discovery phase. In no case should you commit to dates before receipt of agreements, P.O., etc.
### Contacting Professional Service Engineering
### Contacting Professional Services Engineering
To contact the Professional Service Engineering group, the best way is to follow the guidelines for [Engaging a Solutions Architect](/handbook/customer-success/solutions-architects#when-and-how-to-engage-a-solutions-architect).
To contact the Professional Services Engineering group, the best way is to follow the guidelines for [Engaging a Solutions Architect](/handbook/customer-success/solutions-architects#when-and-how-to-engage-a-solutions-architect).
You can also reach the group via the [#customer-success Slack Channel](https://gitlab.slack.com/messages/C5D346V08/).
### Professional Service Engineering Issue Board
### Professional Services Engineering Issue Board
The [Professional Service Engineering Issue Board is available here](https://gitlab.com/gitlab-com/customer-success/professional-services-group/ps-plan/boards). This board contains everything that the group is working on - from strategic initiatives to [SOW writing](#statement-of-work-creation), all group activity is available here.
The [Professional Services Engineering Issue Board is available here](https://gitlab.com/gitlab-com/customer-success/professional-services-group/ps-plan/boards). This board contains everything that the group is working on - from strategic initiatives to [SOW writing](#statement-of-work-creation), all group activity is available here.
#### Time Tracking
......@@ -87,12 +87,12 @@ Billable hours represent work hours that a staff member reports as being aligned
#### Project Completion
At the conclusion of the Statement of Work the Professional Service Engineer will prepare a cost vs actual analysis. This analysis will be filed in SFDC. When filed in SFDC the Professional Service Engineer will @mention the the Controller and Finance Business Partner, Sales in SFDC Chatter.
At the conclusion of the Statement of Work the Professional Services Engineer will prepare a cost vs actual analysis. This analysis will be filed in SFDC. When filed in SFDC the Professional Services Engineer will @mention the the Controller and Finance Business Partner, Sales in SFDC Chatter.
#### SOW Issues
When requesting a SOW, Account Executives or Professional Service Engineering group members should use the SOW issue template, which automatically shows the required information as well as labels the issue appropriately.
When requesting a SOW, Account Executives or Professional Services Engineering group members should use the SOW issue template, which automatically shows the required information as well as labels the issue appropriately.
#### Strategic Initiatives
Strategic Initiatives are undertaken by the Professional Service Engineering group to leverage team member time in a given area of the Customer Success Department. This can include increased documentation, better training resources or program development.
Strategic Initiatives are undertaken by the Professional Services Engineering group to leverage team member time in a given area of the Customer Success Department. This can include increased documentation, better training resources or program development.
......@@ -13,7 +13,7 @@ title: "Professional Services Offerings"
### Discovery Engagement
During a Discovery Engagement, the Professional Service Engineering group will engage with a customer for a set period - typically one week - for a set price. The Professional Service Engineering group will consult with the customer and provide advice such as:
During a Discovery Engagement, the Professional Services Engineering group will engage with a customer for a set period - typically one week - for a set price. The Professional Services Engineering group will consult with the customer and provide advice such as:
* Onsite discovery of short, mid and long-term goals for successful deployment of GitLab in High-Availability mode.
* Technical deep-dive into existing infrastructure (network topology, VM environment, inter-datacenter connectivity, security constraints).
......@@ -39,7 +39,7 @@ In all cases, a GitLab Adoption Plan will be created with the customer to outlin
### Integration Services
The GitLab Professional Service Engineering group will also work with a customer's technical team to come up with an Integration Plan for the GitLab implementation. Typically part of the overall Professional Service Plan, this Integration Plan will consider a customer's existing systems and corporate policies in regards to:
The GitLab Professional Services Engineering group will also work with a customer's technical team to come up with an Integration Plan for the GitLab implementation. Typically part of the overall Professional Service Plan, this Integration Plan will consider a customer's existing systems and corporate policies in regards to:
* Integration with LDAP/AD or other OAuth services for authentication
* Integration to Jira, Jenkins, Redmine, Mattermost
......@@ -56,4 +56,4 @@ The GitLab Train the Trainer program is a set of workshops designed to enable su
#### GitLab Certification Program
The Professional Service Engineering group will be rolling out a GitLab Certification Program in the future. To view the progress of this initiative, see [this internal issue](https://gitlab.com/gitlab-com/customer-success/professional-services/issues/46)
The Professional Services Engineering group will be rolling out a GitLab Certification Program in the future. To view the progress of this initiative, see [this internal issue](https://gitlab.com/gitlab-com/customer-success/professional-services/issues/46)
......@@ -47,18 +47,18 @@ GitLab's Professional Services team exists to enable you to realize the full val
## Selling services workflow
1. Sales to introduce early in discussions
1. The SA (or TAM where applicable) can do basic scoping and use [calculator](/handbook/customer-success/professional-service-engineering/selling/#services-calculator) for estimate
1. The SA (or TAM where applicable) can do basic scoping and use [calculator](/handbook/customer-success/professional-services-engineering/selling/#services-calculator) for estimate
- This should be a good estimate to secure budget
- Customer should execute Subscription Agreement AND Consulting Services Agreement
1. The SA or TAM will create the SoW from the [template](https://docs.google.com/document/d/1X8_EiX8kgJdpaVlydbTJg5pn4RXeDvYOIyok2G1A69I/edit), scoping the project and estimating both schedule and cost for the SoW. This [deck](https://drive.google.com/open?id=1ro9wlLHsoOMC-iYJpxy_RTCD4PfjDFZEdbuMyDD6WOk), accessible by GitLab employees only, provides detailed guidance on SoW creation.
1. If customer/prospect is ready to consume services OR the ask is too complex for the calculator
- Take a best estimate approach based on deliverables and previously executed SoW examples
- Discuss with the Solution Architects Manager
- SA (or TAM) may [open an Issue in the Professional Services project](/handbook/customer-success/professional-service-engineering/#professional-service-engineering-issue-board) to request a Professional Service Engineer (PSE)
1. PSE conducts more detailed scoping call (only when needed) to [prepare SoW](/handbook/customer-success/professional-service-engineering/#statement-of-work-creation)
1. An issue is created in the [Professional Services project](/handbook/customer-success/professional-service-engineering/#professional-service-engineering-issue-board) where the SoW is linked. The SoW requires approval by the Professional Services Manager and/or the Director of Customer Success.
- SA (or TAM) may [open an Issue in the Professional Services project](/handbook/customer-success/professional-services-engineering/#professional-service-engineering-issue-board) to request a Professional Services Engineer (PSE)
1. PSE conducts more detailed scoping call (only when needed) to [prepare SoW](/handbook/customer-success/professional-services-engineering/#statement-of-work-creation)
1. An issue is created in the [Professional Services project](/handbook/customer-success/professional-services-engineering/#professional-service-engineering-issue-board) where the SoW is linked. The SoW requires approval by the Professional Services Manager and/or the Director of Customer Success.
1. SoW will be assigned and typically started within 4 weeks lead time.
1. [SoW delivered and executed](/handbook/customer-success/professional-service-engineering/workflows/)
1. [SoW delivered and executed](/handbook/customer-success/professional-services-engineering/workflows/)
1. Services fulfilled
## Sales Collateral
......@@ -91,7 +91,7 @@ For all other sales collateral documentation, see the [Professional Services Sal
Our customer's needs vary greatly depending on their experience with GitLab, their current business practices, and where they fall on their journey along the DevOps Maturity Model.
As such, our Professional Service Engineering group has some package options that give a general [ROM](https://cso.nasa.gov/content/roms) cost figure for the scope of engagement but can customize those packages based on the customer's need. The best way to elicit this would be a discovery call with the customer. However, you can use the [services calculator](#services-calculator) above to get a rough order of magnitude as well.
As such, our Professional Services Engineering group has some package options that give a general [ROM](https://cso.nasa.gov/content/roms) cost figure for the scope of engagement but can customize those packages based on the customer's need. The best way to elicit this would be a discovery call with the customer. However, you can use the [services calculator](#services-calculator) above to get a rough order of magnitude as well.
Any discounts will need approval from Director of Customer Success.
......
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title: "Professional Services Engineering Workflows"
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%section
= partial('/handbook/customer-success/professional-service-engineering/workflows/process')
= partial('/handbook/customer-success/professional-services-engineering/workflows/process')
......@@ -4,4 +4,4 @@ title: 15-minute Standup
category: Internal
---
See [Standing Calls](/handbook/customer-success/professional-service-engineering/workflows/project_execution/calls.html)
See [Standing Calls](/handbook/customer-success/professional-services-engineering/workflows/project_execution/calls.html)
......@@ -5,18 +5,18 @@ category: Internal
---
1. **SAL and SA** have a discussion about services as part of the pre-sales process. Most likely sometime between [2-Scoping and 4-Proposal](/handbook/business-ops/#sts=Opportunity%20Stages) *️⃣
1. **SAL or SA** uses answers from this discussion to generate rough-order-of-magnitude (ROM) for budget qualification using the current [services calculator](/handbook/customer-success/professional-service-engineering/selling/#services-calculator)
1. **SAL or SA** uses answers from this discussion to generate rough-order-of-magnitude (ROM) for budget qualification using the current [services calculator](/handbook/customer-success/professional-services-engineering/selling/#services-calculator)
1. **SAL** sends ROM to Manager, Professional Services (or Dir. CS) for approval.
1. **SAL** creates new professional services opportunity. This will be a child opportunity to the original opp and have a more compact layout related only to Professional Sertices.**
1. **SAL** enters `Professional Services Amount` to the opportunity to allow for tracking. **This will be the initial value of the PS engagement. I will remove the PS Amount field from non-professional services opportunities to ensure this is the only area where PS Amount can be added.**
1. **Manager, Professional Services and/or Dir. CS** decide if there is enough information to approval straight away or if more discovery is needed.
1. **SAL or CS Team**: More discovery could include: additional questions for SAL/SA, additional questions for the customer and/or a separate discussion with a PSE, Manager, PS and/or Dir. CS (_Francis: would love to keep the conversions within Salesforce via Chatter_)
1. **SAL**: Once approved, a quote is generated by SAL using the Zuora Quotes Object. They will use the Professional Services SOW template.
1. **Professional Service Engineering**: Once a quote is approved by the customer, [SOW is generated by Professional Service Engineering](/handbook/customer-success/professional-service-engineering/#statement-of-work-creation)
1. **Professional Services Engineering**: Once a quote is approved by the customer, [SOW is generated by Professional Services Engineering](/handbook/customer-success/professional-services-engineering/#statement-of-work-creation)
1. **SAL**: Once accepted and signed off by the customer, SAL marks opp to **Closed Won**.
1. This triggers the creation of a [SOW Project object](https://gitlab.com/gitlab-com/salesforce/issues/279) in Salesforce
1. **Finance** bills customer for entire amount (unless the customer has changed these terms in the SOW)
1. **Professional Service Engineer** is assigned and conducts project [according to the Professional Service Engineering workflows](/handbook/customer-success/professional-service-engineering/workflows/) and Manager, Professional Services advances the `SOW Project Object` in Salesforce
1. **Professional Service Engineer**: Once the customer has accepted work as completed, Professional Service Engineering follows [financial wrap-up PSE workflow](/handbook/customer-success/professional-service-engineering/workflows/internal/financial-wrapup.html)
1. **Professional Services Engineer** is assigned and conducts project [according to the Professional Services Engineering workflows](/handbook/customer-success/professional-services-engineering/workflows/) and Manager, Professional Services advances the `SOW Project Object` in Salesforce
1. **Professional Services Engineer**: Once the customer has accepted work as completed, Professional Services Engineering follows [financial wrap-up PSE workflow](/handbook/customer-success/professional-services-engineering/workflows/internal/financial-wrapup.html)
1. **SAL or TAM**: Send sign off document to customer.
1. **Finance** is responsible for any collections post-PSE Financial Wrap-up steps
......@@ -5,7 +5,7 @@ category: Internal
---
Once the SOW items have been delivered in full:
1. Send the [project summary e-mail](/handbook/customer-success/professional-service-engineering/workflows/project_execution/project-summary.html)
1. Send the [project summary e-mail](/handbook/customer-success/professional-services-engineering/workflows/project_execution/project-summary.html)
1. Follow the steps on that page
1. Once completed, Chatter (in Salesforce) the following individuals: Controller (Wilson), Manager, Profesional Services (Brendan), Accounts Payable (Melissa).
1. Ensure that the engagement folder in Google Drive is up to date with all relative documentation.
......@@ -3,7 +3,7 @@ layout: markdown_page
title: Blameless Root Cause Analyses
category: Internal
---
At the conclusion of each project, we will conduct a root cause analysis using the template below. The purpose of these is to identify areas for improvement, as well as wins to make sure to highlight. The team generally works on independent projects and with diverse customer groups, so mutual learning is important to how the Professional Service Engineering team lives up to the [GitLab values](/handbook/values) of Collaboration and Iteration.
At the conclusion of each project, we will conduct a root cause analysis using the template below. The purpose of these is to identify areas for improvement, as well as wins to make sure to highlight. The team generally works on independent projects and with diverse customer groups, so mutual learning is important to how the Professional Services Engineering team lives up to the [GitLab values](/handbook/values) of Collaboration and Iteration.
## On this page
{:.no_toc}
......
......@@ -3,21 +3,21 @@ layout: markdown_page
title: Process
---
# Professional Service Engineering Workflows
# Professional Services Engineering Workflows
## Project Process
1. **Manager, Professional Services**: Once an SOW has been approved and moved for **Closed Won**, assign a Professional Service Engineer.
1. **Manager, Professional Services**: Send [welcome e-mail](/handbook/customer-success/professional-service-engineering/workflows/project_execution/welcome-email.html)
1. **Professional Service Engineer**: Begins project with processes defined here.
- [Kick-off](/handbook/customer-success/professional-service-engineering/workflows/project_execution/kick-off.html)
- Intake for [AWS](/handbook/customer-success/professional-service-engineering/workflows/intake/aws.html) or [on-prem](/handbook/customer-success/professional-service-engineering/workflows/intake/on-prem.html)
- [On-going project calls (external)](/handbook/customer-success/professional-service-engineering/workflows/project_execution/calls.html)
- [On-going internal project updates](/handbook/customer-success/professional-service-engineering/workflows/internal/15minute-standup.html)
- [Project Summary](/handbook/customer-success/professional-service-engineering/workflows/project_execution/project-summary.html)
1. **Professional Service Engineer**: Starts [financal wrap-up](/handbook/customer-success/professional-service-engineering/workflows/internal/financial-wrapup.html) process.
1. **Manager, Professional Services**: Schedule [blameless post-mordem](/handbook/customer-success/professional-service-engineering/workflows/internal/root-cause-analysis.html)
1. **Manager, Professional Services**: Once an SOW has been approved and moved for **Closed Won**, assign a Professional Services Engineer.
1. **Manager, Professional Services**: Send [welcome e-mail](/handbook/customer-success/professional-services-engineering/workflows/project_execution/welcome-email.html)
1. **Professional Services Engineer**: Begins project with processes defined here.
- [Kick-off](/handbook/customer-success/professional-services-engineering/workflows/project_execution/kick-off.html)
- Intake for [AWS](/handbook/customer-success/professional-services-engineering/workflows/intake/aws.html) or [on-prem](/handbook/customer-success/professional-services-engineering/workflows/intake/on-prem.html)
- [On-going project calls (external)](/handbook/customer-success/professional-services-engineering/workflows/project_execution/calls.html)
- [On-going internal project updates](/handbook/customer-success/professional-services-engineering/workflows/internal/15minute-standup.html)
- [Project Summary](/handbook/customer-success/professional-services-engineering/workflows/project_execution/project-summary.html)
1. **Professional Services Engineer**: Starts [financal wrap-up](/handbook/customer-success/professional-services-engineering/workflows/internal/financial-wrapup.html) process.
1. **Manager, Professional Services**: Schedule [blameless post-mordem](/handbook/customer-success/professional-services-engineering/workflows/internal/root-cause-analysis.html)
## Quote to Sign-off Process
This is an overview of the entire process for a services engagement from discovery of the customer's needs to the sign-off from the customer.
See [Professional Services Business Operations](/handbook/customer-success/professional-service-engineering/workflows/internal/biz-ops.html)
See [Professional Services Business Operations](/handbook/customer-success/professional-services-engineering/workflows/internal/biz-ops.html)
......@@ -4,6 +4,6 @@ title: Project Kick-off
category: Project Execution
---
The kick-off may be handled as part of the [Welcome to GitLab call](/handbook/customer-success/tam/#where-does-a-technical-account-manager-fit-in) orchestrated by the GitLab Technical Account Manager. However, many times the implementation kick off will be an on-site engagement or one handled directly by the Professional Service Engineer. This template is for use in those cases.
The kick-off may be handled as part of the [Welcome to GitLab call](/handbook/customer-success/tam/#where-does-a-technical-account-manager-fit-in) orchestrated by the GitLab Technical Account Manager. However, many times the implementation kick off will be an on-site engagement or one handled directly by the Professional Services Engineer. This template is for use in those cases.
* [Kick-off Call Template](https://docs.google.com/presentation/d/1sZDjQ1iI_OtekvsK5XIGov6Hvev9msCBrwE77GgE41w/edit)
......@@ -23,6 +23,6 @@ Thanks again, and have a great week/weekend!
## Next Steps
* If the customer does not acknowledge the e-mail, continue the weekly call as planned and get verbal confirmation of the above.
- Send out that confirmation as part of the minutes of the meeting.
* Send the [project sign off doc](/handbook/customer-success/professional-service-engineering/workflows/project_execution/sign-off.html)
* Ensure project financial wrap-up by following [these steps](/handbook/customer-success/professional-service-engineering/workflows/internal/financial-wrapup.html)
* Conduct a [internal post-mordem](/handbook/customer-success/professional-service-engineering/workflows/internal/root-cause-analysis.html)
* Send the [project sign off doc](/handbook/customer-success/professional-services-engineering/workflows/project_execution/sign-off.html)
* Ensure project financial wrap-up by following [these steps](/handbook/customer-success/professional-services-engineering/workflows/internal/financial-wrapup.html)
* Conduct a [internal post-mordem](/handbook/customer-success/professional-services-engineering/workflows/internal/root-cause-analysis.html)
......@@ -4,7 +4,7 @@ title: Sign-off
category: Project Execution
---
After the SOW has been completed, the customer will need to sign a Project sign off document. This should be sent by the TAM or the PSE involved, and then forwarded to Finance as part of the [financial-wrapup workflow](/handbook/customer-success/professional-service-engineering/workflows/internal/financial-wrapup.html).
After the SOW has been completed, the customer will need to sign a Project sign off document. This should be sent by the TAM or the PSE involved, and then forwarded to Finance as part of the [financial-wrapup workflow](/handbook/customer-success/professional-services-engineering/workflows/internal/financial-wrapup.html).
To send a Project Sign off document:
......
......@@ -4,7 +4,7 @@ title: Welcome E-mail
category: Project Execution
---
This welcome e-mail will be sent by the [Manager, Professional Services]() to introduce the customer to our Professional Service Engineering team and the concept of a GitLab implementation.
This welcome e-mail will be sent by the [Manager, Professional Services]() to introduce the customer to our Professional Services Engineering team and the concept of a GitLab implementation.
## E-mail Template
......@@ -13,12 +13,12 @@ Dear [Main Contact],
Let me add my welcome to GitLab, and extend our sincere desire to ensure that your GitLab implementation process is smooth and efficient, resulting in a system that will benefit your workflow, your software delivery process and thus your business. We look forward to working with [Customer Name] to make this project a success!
The most important next step in our process together is to identify key personnel on each side that will be dedicated to this project. Over the coming days, I will be working to identify a member of our dedicated Professional Service Engineering team to be the project lead for GitLab for your implementation. The GitLab Professional Service Engineer will work closely with the members of your team that will be working on this project.
The most important next step in our process together is to identify key personnel on each side that will be dedicated to this project. Over the coming days, I will be working to identify a member of our dedicated Professional Services Engineering team to be the project lead for GitLab for your implementation. The GitLab Professional Services Engineer will work closely with the members of your team that will be working on this project.
The team members from [Customer Name] that will need to be identified to kick off the project include:
* GitLab Champion - this individual will be the champion for GitLab at your organization
* A GitLab Administrator(s) – this user or users will be the key lead for implementation decision making, system build, system management and aiding in coordinating resources from [Customer Name].
* Technical POC - this user or users will help the GitLab Professional Service Engineering team gain the necessary technical resources and access to aid your team in the GitLab implementation.
* Technical POC - this user or users will help the GitLab Professional Services Engineering team gain the necessary technical resources and access to aid your team in the GitLab implementation.
* Additional Stakeholders - please also identify any other stakeholders such as business and product stakeholders.
My team and I look forward to working with the team at [Customer Name], and we’ll be in touch soon!
......
......@@ -29,7 +29,7 @@ There are three models currently offered for Technical Account Manager engagemen
Technical Account Managers will typically manage customer engagements via a GitLab project in the [`account-management` group](https://gitlab.com/gitlab-com/account-management/). This project will be based off a [Customer Success Plan template](https://gitlab.com/gitlab-com/account-management/customer-collaboration-project-template) and customized to match the customer's needs as outlined above. The project is pre-loaded with milestones, issues, labels and a README template to help kick off the project and outline a proof of concept, implementation and customer onboarding. The following is a short [introduction video on GitLab's first iteration of the Customer Success Plan.](https://youtu.be/b8D67EJjL9w)
### To start a new customer engagement:
1. Somewhere between step 3 and step 7 of the customer journey sequence, a Solutions Architect should create a project for the customer in GitLab and include a Professional Service Engineer and Technical Account Manager who're best aligned with the customer account.
1. Somewhere between step 3 and step 7 of the customer journey sequence, a Solutions Architect should create a project for the customer in GitLab and include a Professional Services Engineer and Technical Account Manager who're best aligned with the customer account.
2. After the Technical Account Manager has been aligned with the account, they will be assigned to the “Technical Account Manager” field within Salesforce.
3. The Technical Account Manager confirms that a new customer project has been created based on the [Customer Success Plan template project](https://gitlab.com/gitlab-com/account-management/customer-collaboration-project-template). If it hasn't, they need to create it and work with the Strategic Account Leader/Account Manager and/or Solutions Architect to complete it. This _should_ have been done prior to Technical Account Management involvement.
3. Follow the steps in the PLEASE-READ-THESE-INSTRUCTIONS.md file.
......@@ -43,7 +43,7 @@ Technical Account Managers will typically manage customer engagements via a GitL
### Where does a Technical Account Manager fit in?
During the pre-sales process, a Solutions Architect owns the project with assistance from the Strategic Account Leader and should include the Professional Service Engineer if there is one assigned. A Technical Account Manager is involved but only for visibility. Until the account becomes a paying customer the project remains in pre-sales. Once the customer has paid, the Strategic Account Leader will set up the Welcome to GitLab call along with the key GitLab employees (SAL, SA, PSE and Technical Account Manager) and the customer. There is a preloaded issue for this in the project template.
During the pre-sales process, a Solutions Architect owns the project with assistance from the Strategic Account Leader and should include the Professional Services Engineer if there is one assigned. A Technical Account Manager is involved but only for visibility. Until the account becomes a paying customer the project remains in pre-sales. Once the customer has paid, the Strategic Account Leader will set up the Welcome to GitLab call along with the key GitLab employees (SAL, SA, PSE and Technical Account Manager) and the customer. There is a preloaded issue for this in the project template.
This call will introduce the customer to the Technical Account Manager and begin the handover process. The Technical Account Manager will then lead the rest of the call and own the project going forward. The project is then moved from a pre-sales project under the [`pre-sales account-management` group](https://gitlab.com/gitlab-com/account-management/pre-sales) to a post-sales project under [`account-management` group](https://gitlab.com/gitlab-com/account-management).
......
......@@ -26,7 +26,7 @@ title: "Account Onboarding"
We should include a pre-defined set of professional services in each initial purchase. This aims to improve the customer onboarding experience across for all customers whilst setting a precedent to how all customers are managed (with regards to outreach, support, technical account management etc.) throughout the duration of their experience and relationship with GitLab.
Technical Account Managers and Professional Service Engineers should work closely together throughout the onboarding process, with support from Solutions Architects and Strategic Account Leaders/Account Managers where appropriate.
Technical Account Managers and Professional Services Engineers should work closely together throughout the onboarding process, with support from Solutions Architects and Strategic Account Leaders/Account Managers where appropriate.
Please note that these gemstones are NOT intended to replace sales segmentation, they are a way of categorising customers in a way that's relevant to Customer Success.
......@@ -39,7 +39,7 @@ Accounts categorized into Diamond are all accounts that are greater than 5000 us
| Technical Account Management | Implementation |
|---|---|
| Dedicated Technical Account Manager | Professional Service Engineer |
| Dedicated Technical Account Manager | Professional Services Engineer |
| 60 minute weekly call with TAM and PSE | Two weeks on-site/remote support - Must be scheduled within 30 days of purchase |
| GitLab Customer Success project | Four one-hour meetings focused around HA implementation support & HA training certification (5-10 attendees) - Must be scheduled within the first 30 days of purchase |
| Personal outreach & automated outreach | GitLab Administration Training & up to three additional training courses of their choice, including train-the-trainer certification if desired. - Must be scheduled within the first 30 days of purchase |
......@@ -49,7 +49,7 @@ Accounts categorized into Pearl are all accounts that are not Diamond AND greate
| Technical Account Management | Implementation |
|---|---|
| Dedicated Technical Account Manager | Professional Service Engineer |
| Dedicated Technical Account Manager | Professional Services Engineer |
| 30 minute weekly call with TAM and PSE | One weeks on-site/remote support - must be scheduled within 30 days of purchase |
| GitLab Customer Success project | Four one-hour meetings focused around HA implementation support & HA training certification (1-5 attendees) - Must be scheduled within the first 30 days of purchase |
| Personal outreach & automated outreach | Up to two training courses of their choice, including train-the-trainer certification if desired. - Must be scheduled within the first 30 days of purchase |
......@@ -59,7 +59,7 @@ Accounts categorised into Sapphire are all accounts that are not Diamond or Pear
| Technical Account Management | Implementation |
|---|---|
| Dedicated Technical Account Manager | Professional Service Engineer |
| Dedicated Technical Account Manager | Professional Services Engineer |
| 30 minute bi-weekly call with TAM and PSE | One week of remote support - must be scheduled within 30 days of purchase |
| GitLab Customer Success project | Four one-hour meetings focused around HA implementation support & HA training certification (1-3 attendees) - Must be scheduled within the first 30 days of purchase |
| Personal outreach & automated outreach | One training course of their choice - Must be scheduled within the first 30 days of purchase |
......@@ -69,7 +69,7 @@ Accounts categorised into Sapphire are all accounts that are not Diamond, Pearl
| Technical Account Management | Implementation |
|---|---|
| Dedicated Technical Account Manager (Growth focused - smaller accounts) | Professional Service Engineer |
| Dedicated Technical Account Manager (Growth focused - smaller accounts) | Professional Services Engineer |
| Monthly calls with TAM and PSE | 5 hours of remote implementation support - Must be scheduled within the first 30 days of purchase |
| GitLab Customer Success project | GitLab 101 Training Course - Must be scheduled within the first 30 days of purchase |
| Personal outreach & automated outreach | |
......
......@@ -24,7 +24,7 @@ title: "Technical Account Management"
## What is a Technical Account Manager (TAM)?
GitLab's Technical Account Managers serve as trusted advisors to GitLab customers. They offer guidance, planning and oversight during the technical deployment and implementation process. They fill a unique space in the overall service lifecycle and customer journey and actively bind together sales, solution architects, customer stakeholders, product management, Professional Service Engineers and support.
GitLab's Technical Account Managers serve as trusted advisors to GitLab customers. They offer guidance, planning and oversight during the technical deployment and implementation process. They fill a unique space in the overall service lifecycle and customer journey and actively bind together sales, solution architects, customer stakeholders, product management, Professional Services Engineers and support.
See the [Technical Account Manager role description](/job-families/sales/technical-account-manager/) for further information.
......
......@@ -48,7 +48,7 @@ When an account is added to the issue board, assign it with a 'triage team', whi
* Manager of Customer Experience and/or Director of Customer Success
* Regional Sales Manager for Account if appropriate
* Solutions Architect where appropriate
* Professional Service Engineer where appropriate
* Professional Services Engineer where appropriate
* Executive Sponsor (probably the account owner's RD, but could be VP of Engineering for example, depending on the problems the customer is having)
* Product Manager(s) where appropriate
......
......@@ -282,7 +282,7 @@ There are 2 kind of production events that we track:
- General operations can be recorded by creating an empty commit in the repo and pushing it into origin.
- Outages and general production incidents
- If we are required to act in production manually to perform any operation we should create an issue and consider labeling it as _toil_ to track the cost of such manual work load.
- If we had a disruption in the service, we must create a blameless root cause analysis. Refer to the [Blameless Root Cause Analyses page](/handbook/customer-success/professional-service-engineering/workflows/internal/root-cause-analysis.html)
- If we had a disruption in the service, we must create a blameless root cause analysis. Refer to the [Blameless Root Cause Analyses page](/handbook/customer-success/professional-services-engineering/workflows/internal/root-cause-analysis.html)
### Incident Subtype - Abuse
......
......@@ -11,7 +11,7 @@ Any GitLab team-member can perform an RCA on issues they're responsible for, as
## What is a Root Cause Analysis?
A Root Cause Analysis (RCA) is the process of finding the source of failures and accomplishments after completing a project. While RCAs are common after incidents, they do not only fit into this model of incident management. An RCA can be done after any project; whether it was technical or non-technical. While a RCA can be done in any manner, there is a template that has consolidated input from multiple teams to develop an [issue template](https://gitlab.com/gitlab-com/gl-security/operations/blob/master/.gitlab/issue_templates/RCA.md) and Engineering provides a great overview of their [RCA process](/handbook/customer-success/professional-service-engineering/workflows/internal/root-cause-analysis.html).
A Root Cause Analysis (RCA) is the process of finding the source of failures and accomplishments after completing a project. While RCAs are common after incidents, they do not only fit into this model of incident management. An RCA can be done after any project; whether it was technical or non-technical. While a RCA can be done in any manner, there is a template that has consolidated input from multiple teams to develop an [issue template](https://gitlab.com/gitlab-com/gl-security/operations/blob/master/.gitlab/issue_templates/RCA.md) and Engineering provides a great overview of their [RCA process](/handbook/customer-success/professional-services-engineering/workflows/internal/root-cause-analysis.html).
Your process may be different - but the RCA template is a great starting point.
......@@ -29,7 +29,7 @@ To perform an RCA simply leverage the template provided below and open an issue
Please reference [the RCA template](https://gitlab.com/gitlab-com/gl-security/operations/blob/master/.gitlab/issue_templates/RCA.md) in Operations for a step-by-step overview of questions to answer in an RCA.
For a more in-depth overview of an established RCA process, please review [this handbook page](https://about.gitlab.com/handbook/customer-success/professional-service-engineering/workflows/internal/root-cause-analysis.html).
For a more in-depth overview of an established RCA process, please review [this handbook page](https://about.gitlab.com/handbook/customer-success/professional-services-engineering/workflows/internal/root-cause-analysis.html).
## Notes
......
......@@ -369,7 +369,7 @@ Business drivers are the key inputs and activities that drive the operational an
## Long Term Profitability Targets
Our long term profitability target for EBITA (Earnings Before Interest Taxes and Amortization) is 20% of revenue.
Our long term gross margin target is 85% but is dependent on the revenue mix between products - self managed and [gitlab.com](https://about.gitlab.com/handbook/product/#long-term-financial-success-criteria-for-gitlabcom) and [professional services](https://about.gitlab.com/handbook/customer-success/professional-service-engineering/#long-term-profitability-targets). Gross margin is defined as total revenue less cost of revenues as defined by GAAP and reported in the Company's financial statements.
Our long term gross margin target is 85% but is dependent on the revenue mix between products - self managed and [gitlab.com](https://about.gitlab.com/handbook/product/#long-term-financial-success-criteria-for-gitlabcom) and [professional services](https://about.gitlab.com/handbook/customer-success/professional-services-engineering/#long-term-profitability-targets). Gross margin is defined as total revenue less cost of revenues as defined by GAAP and reported in the Company's financial statements.
Other financial planning targets are described in the divisional area (e.g. sales, marketing, development, etc.) in this handbook. We plan to achieve our long term profitability target in FY25-Q4.