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Key Benefits of AIOps to Support Your SaaS Offerings

Girish Muckai
HEAL Software Inc.

Increasingly, more and more software is being delivered as software as a service (SaaS). Gartner forecasts the SaaS market to continue to expand to $145B in 2022. Consumers and businesses not only have become accustomed to, but also expect SaaS-based solutions, even more so in the post-COVID world. This new frontier allows features to be rolled out at an unparalleled velocity paving the way for continuous innovation and sustainable competitive advantages.

SaaS solutions have propelled valuations for many tech companies based on metrics such as annual recurring revenue (ARR), revenue growth, churn and unit economics. Customers expect very high service level experiences from SaaS solutions, and it is not at all uncommon to see 99.99% or higher of service level agreements (SLAs) with clearly defined penalties if the company’s offering falls short. High customer acquisition costs have also become the norm in this hyper-competitive market. To make matters worse, switching costs for users are vastly lower putting more pressure on retention efforts. SaaS companies must balance acquiring customers and continuing growth, while simultaneously growing brand equity, ensuring high-quality service is delivered and controlling costs.

SaaS solutions mostly run in the cloud, whereas many companies use a mix of private cloud/on-prem and one or more public clouds to burst and to serve various geographic regions. With the growing prevalence and dependence on application programming interfaces (APIs), developers increasingly leverage numerous third-party tools and solutions that are readily available in the cloud. DevOps teams can make use of virtualized environments that allow for instant auto-scaling. However, the ITOps teams are chartered with ensuring availability of the solution at all times, irrespective of workload fluctuations, while keeping within very tight budgets.

ITOps and site reliability engineers (SREs) have generally been in the hot seat; especially if they are responsible for smooth operations in SaaS companies. To meet the demands placed on them, the ITOps teams need end-to-end visibility and good control over the rapidly evolving application functionality and the infrastructure elements. It is nearly impossible for human administrators to do this manually. Thankfully, the modern AIOps paradigm has the ability and the chops to augment ITOps teams and make them successful.

The following are some key benefits for SaaS companies that leverage AIOps tools and solutions:

Observability

It is critical to monitor the application and the associated infrastructure elements. Modern AIOps solutions can leverage existing monitoring and alert data through connectors, including logs. This is key when many cloud providers deliver certain basic metrics already. However, in many environments, there is a need for installing an agent and monitoring metrics. Observability is the first step and benefit of AIOps in the journey to a superior SaaS offering.

Single pane of glass with end-to-end visibility

Though operations teams may work in silos in large enterprises, AIOps solutions can provide an end-to-end view across the entire infrastructure and application landscape including topology and highlighting correlations that otherwise may not be apparent.

AI-based insights and analytics

AIOps tools can provide deep insights into the entire application and infrastructure ecosystem, however complex and dispersed they are. They can tease out seasonality, allowing the ITOps teams to focus on what matters most. If trained adequately, these tools can come up with early warnings and lead signals to prevent possible outages and anomalies. AIOps solutions augment what is physically and structurally difficult for humans to achieve – they can correlate across silos, metrics and alerts.

RCA, solution recommendations and workflow automation

AIOp solutions not only predict potential problems, but also can identify root causes quickly and provide solution recommendations. Moreover, tight integrations with IT service management (ITSM) tools and automation can trigger the appropriate workflows.

Outcome

SaaS providers can realize tremendous value by implementing state-of-the-art AIOps solutions. After all, it is now possible to achieve negative or very small mean time to remediate (MTTR) and very large mean time between incidents (MTBI). Moreover, having the ability to do very granular capacity planning, SaaS companies can confidently minimize the cloud costs across the entire application and infrastructure landscape, without impacting the ability to scale up or down as dictated by the business objectives.

Girish Muckai is Chief Sales and Marketing Officer at HEAL Software Inc.

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Key Benefits of AIOps to Support Your SaaS Offerings

Girish Muckai
HEAL Software Inc.

Increasingly, more and more software is being delivered as software as a service (SaaS). Gartner forecasts the SaaS market to continue to expand to $145B in 2022. Consumers and businesses not only have become accustomed to, but also expect SaaS-based solutions, even more so in the post-COVID world. This new frontier allows features to be rolled out at an unparalleled velocity paving the way for continuous innovation and sustainable competitive advantages.

SaaS solutions have propelled valuations for many tech companies based on metrics such as annual recurring revenue (ARR), revenue growth, churn and unit economics. Customers expect very high service level experiences from SaaS solutions, and it is not at all uncommon to see 99.99% or higher of service level agreements (SLAs) with clearly defined penalties if the company’s offering falls short. High customer acquisition costs have also become the norm in this hyper-competitive market. To make matters worse, switching costs for users are vastly lower putting more pressure on retention efforts. SaaS companies must balance acquiring customers and continuing growth, while simultaneously growing brand equity, ensuring high-quality service is delivered and controlling costs.

SaaS solutions mostly run in the cloud, whereas many companies use a mix of private cloud/on-prem and one or more public clouds to burst and to serve various geographic regions. With the growing prevalence and dependence on application programming interfaces (APIs), developers increasingly leverage numerous third-party tools and solutions that are readily available in the cloud. DevOps teams can make use of virtualized environments that allow for instant auto-scaling. However, the ITOps teams are chartered with ensuring availability of the solution at all times, irrespective of workload fluctuations, while keeping within very tight budgets.

ITOps and site reliability engineers (SREs) have generally been in the hot seat; especially if they are responsible for smooth operations in SaaS companies. To meet the demands placed on them, the ITOps teams need end-to-end visibility and good control over the rapidly evolving application functionality and the infrastructure elements. It is nearly impossible for human administrators to do this manually. Thankfully, the modern AIOps paradigm has the ability and the chops to augment ITOps teams and make them successful.

The following are some key benefits for SaaS companies that leverage AIOps tools and solutions:

Observability

It is critical to monitor the application and the associated infrastructure elements. Modern AIOps solutions can leverage existing monitoring and alert data through connectors, including logs. This is key when many cloud providers deliver certain basic metrics already. However, in many environments, there is a need for installing an agent and monitoring metrics. Observability is the first step and benefit of AIOps in the journey to a superior SaaS offering.

Single pane of glass with end-to-end visibility

Though operations teams may work in silos in large enterprises, AIOps solutions can provide an end-to-end view across the entire infrastructure and application landscape including topology and highlighting correlations that otherwise may not be apparent.

AI-based insights and analytics

AIOps tools can provide deep insights into the entire application and infrastructure ecosystem, however complex and dispersed they are. They can tease out seasonality, allowing the ITOps teams to focus on what matters most. If trained adequately, these tools can come up with early warnings and lead signals to prevent possible outages and anomalies. AIOps solutions augment what is physically and structurally difficult for humans to achieve – they can correlate across silos, metrics and alerts.

RCA, solution recommendations and workflow automation

AIOp solutions not only predict potential problems, but also can identify root causes quickly and provide solution recommendations. Moreover, tight integrations with IT service management (ITSM) tools and automation can trigger the appropriate workflows.

Outcome

SaaS providers can realize tremendous value by implementing state-of-the-art AIOps solutions. After all, it is now possible to achieve negative or very small mean time to remediate (MTTR) and very large mean time between incidents (MTBI). Moreover, having the ability to do very granular capacity planning, SaaS companies can confidently minimize the cloud costs across the entire application and infrastructure landscape, without impacting the ability to scale up or down as dictated by the business objectives.

Girish Muckai is Chief Sales and Marketing Officer at HEAL Software Inc.

Hot Topics

The Latest

As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...