At HP SaaS, your Tier 2 application is our Tier 1

After making a great decision to invest in HP Application Lifecycle Management (ALM) software, you  (VP of Apps) are  already a star in your company! The cutting edge capabilities of HP ALM covers requirements to defects, from functional to performance testing. But ever wonder how ALM software will be hosted by your IT department? Will it be considered a Tier 1 application and have SLAs set accordingly? Think again!

 

As compared to Mission Critical IT applications such as Outlook, ERP/CRM or financials, an application such as ALM often falls to second or third tier. For your IT department, the Tier 1 application availability matters most. The high availability, disaster recovery, backup & restore procedures are in place for mission critical applications but for Tier 2 or 3 applications it’s a different picture.  During my tenure as a HP Professional Services consultant, I have implemented ALM (PC & QC) at various client sites and at almost everywhere one I found a similar story:  Resistance by the IT team from letting us use infrastructure which hosts other mission critical application. It is an uphill battle for the ALM suite owner to get resources - both hardware and software - to host applications that are not considered Mission Critical. In the majority of the cases, only a very basic level of monitoring is put in place for applications like ALM.  Does this sound familiar?

 

Let me share with you a real horror story: One of our biggest customers has their Quality Center hosted in-house. As Quality Center didn’t fall in the Tier 1 category, very minimal monitoring and Disaster Recovery procedures were in place. To make matters worse, the database instance which Quality Center was using had a hardware failure and suddenly everything was gone. They had backup of database which was 4 months old!!!! With more than 100 active projects, 2000 plus active users spread across globe, they lost 4 months of productivity and critical roll out of new software delayed!! All this trouble because the ALM application didn’t qualify as Tier 1 as per their IT department’s definition? It took more than a week to bring Quality Center instance back up with data that was 4 months old. One can imagine how much just that one incident cost.

 

During my tenure as operations engineer inside HP SaaS, our backend operations team created procedures and processes to support 99.9% availability for our applications. Whether it’s ALM or Business Service Management (BSM)  or ITSM, all applications hosted inside HP SaaS are Tier 1 applications. Consider our SaaS operations team as your dedicated IT team whose sole job is to ensure availability of your ALM instance. The 99.9% SLA is not easy to achieve, lot of careful planning, years of operating knowledge and sweat went inside to reach at this level of 24X7 operations.  For more information, you can go to HP ALM on SaaS

 

Now working as a Technical Account Manager for HP SaaS, I have seen customers who came from in-house hosting to SaaS for reasons mentioned above. As an Account Manager, I am responsible for our customer’s success, the biggest takeaway I get is that clients can focus on using world’s best ALM solution and not worry about availability, disaster recovery or any of the scenarios like I described above. In summary, ALM on SaaS is running on HP hardware, in an HP datacenter, monitored by HP software applications (BSM), backed by software experts who have years of working knowledge of ALM product.  For SaaS, all solutions that we provide as a service are Tier1 applications. Leave all of the management of backend operations for SaaS and focus on using ALM to extract maximum value out from your investment.

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