Key Benefits of AIOps to Support Your SaaS Offerings
May 04, 2022

Girish Muckai
HEAL Software Inc.

Share this

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:


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.


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.
Share this

The Latest

February 06, 2023

This year 2023, at a macro level we are moving from an inflation economy to a recession and uncertain economy and the general theme is certainly going to be "Doing More with Less" and "Customer Experience is the King." Let us examine what trends and technologies will play a lending hand in these circumstances ...

February 02, 2023

As organizations continue to adapt to a post-pandemic surge in cloud-based productivity, the 2023 State of the Network report from Viavi Solutions details how end-user awareness remains critical and explores the benefits — and challenges — of cloud and off-premises network modernization initiatives ...

February 01, 2023

In the network engineering world, many teams have yet to realize the immense benefit real-time collaboration tools can bring to a successful automation strategy. By integrating a collaboration platform into a network automation strategy — and taking advantage of being able to share responses, files, videos and even links to applications and device statuses — network teams can leverage these tools to manage, monitor and update their networks in real time, and improve the ways in which they manage their networks ...

January 31, 2023

A recent study revealed only an alarming 5% of IT decision makers who report having complete visibility into employee adoption and usage of company-issued applications, demonstrating they are often unknowingly careless when it comes to software investments that can ultimately be costly in terms of time and resources ...

January 30, 2023

Everyone has visibility into their multi-cloud networking environment, but only some are happy with what they see. Unfortunately, this continues a trend. According to EMA's latest research, most network teams have some end-to-end visibility across their multi-cloud networks. Still, only 23.6% are fully satisfied with their multi-cloud network monitoring and troubleshooting capabilities ...

January 26, 2023

As enterprises work to implement or improve their observability practices, tool sprawl is a very real phenomenon ... Tool sprawl can and does happen all across the organization. In this post, though, we'll focus specifically on how and why observability efforts often result in tool sprawl, some of the possible negative consequences of that sprawl, and we'll offer some advice on how to reduce or even avoid sprawl ...

January 25, 2023

As companies generate more data across their network footprints, they need network observability tools to help find meaning in that data for better decision-making and problem solving. It seems many companies believe that adding more tools leads to better and faster insights ... And yet, observability tools aren't meeting many companies' needs. In fact, adding more tools introduces new challenges ...

January 24, 2023

Driven by the need to create scalable, faster, and more agile systems, businesses are adopting cloud native approaches. But cloud native environments also come with an explosion of data and complexity that makes it harder for businesses to detect and remediate issues before everything comes to a screeching halt. Observability, if done right, can make it easier to mitigate these challenges and remediate incidents before they become major customer-impacting problems ...

January 23, 2023

The spiraling cost of energy is forcing public cloud providers to raise their prices significantly. A recent report by Canalys predicted that public cloud prices will jump by around 20% in the US and more than 30% in Europe in 2023. These steep price increases will test the conventional wisdom that moving to the cloud is a cheap computing alternative ...

January 19, 2023

Despite strong interest over the past decade, the actual investment in DX has been recent. While 100% of enterprises are now engaged with DX in some way, most (77%) have begun their DX journey within the past two years. And most are early stage, with a fourth (24%) at the discussion stage and half (49%) currently transforming. Only 27% say they have finished their DX efforts ...