@gitlab-com/business-ops/bizops-IT-help@gitlab-com/business-ops/bizops-bsa@gitlab-com/business-ops@gitlab-com/business-ops/itops@gitlab-com/business-ops/procurement#business-operations#bzo-business-systems-analyst-specialist#it_help#sysadmin-itData isn't perfect, processes change, people make mistakes. We recognize that and make sure that when we identify an opportunity to be more correct we are moving quickly to resolution.
Our Data Quality Process is meant to capture and document these improvements as they're discovered, and to ensure that communication is made to impacted parties in a timely manner. Learn more about Data Quality.
GitLab's Business Continuity Plan and associated procedures are documented in our Business Continuity Plan handbook section.
Business operations projects follow the following structure of stages.
BTG Stage:: 0-AssessmentThis stage is essentially a backlog of proposals which are subject to review. For example: New or replacement technology or changes to processes.
BTG Stage:: 1-DiscoveryThis stage is for approved projects and identifying the teams and resources dedicated to the project.
BTG Stage:: 2-PlanningIn this phase, the project plan is finalized, the scope is identified, and signoff of all business teams is required before moving into implementation.
BTG Stage:: 3-ActionThis stage will be for projects with established plans for building and testing.
BTG Stage:: 4-StrikeThis stage will be for projects in which all proposed changes have been implemented and the project is wrapped up.
| Label | Description | project/group | type |
|---|---|---|---|
| BusinessOPS | BZO is actively involved | gitlab-com, gitlab-org | - |
| BTG-FYI | No direct action needed from Bizops, but awareness for potential support/questions | gitlab-com, gitlab-org | - |
| BSA | business systems analyst work | gitlab-com, gitlab-org | - |
| BSS | business systems specialist work | gitlab-com, gitlab-org | - |
| BTG-Features Wanted | feature requests | gitlab-org | - |
| IT-Help | IT-Help work | gitlab-com, gitlab-org | - |
| IT-Ops | IT-Ops work | gitlab-com, gitlab-org | - |
| IT:: to do, IT::done | indicates if IT needs to do work | gitlab-com | scoped |
| waiting on license | cannot complete AR without new license order | gitlab-com | - |
| BTG-Status::1-Needs Review | This has not been looked at. | gitlab-com, gitlab-org | scoped |
| BTG-Status::2-Backlog | This work is in the backlog and will be pulled forward when expedient | gitlab-com, gitlab-org | scoped |
| BTG-Status::3-Working | This work is in progress. | gitlab-com, gitlab-org | scoped |
| BTG-Status::4-Change | This needs a change in order to be approved or merged | gitlab-com, gitlab-org | scoped |
| BTG-Status::5-Needs Info | This needs information from requestor to move forward | gitlab-com, gitlab-org | scoped |
| BTG-Status::6-On Hold | This is on hold for a longer period of time | gitlab-com, gitlab-org | scoped |
| BTG-Status::7-Ready to Deploy | This is ready to be merged or the work executed | gitlab-com, gitlab-org | - |
| BTG-Status::8-Denied | This work is considered incomplete and won't be worked on or will not be worked on at this time | gitlab-com, gitlab-org | scoped |
| BTG-Priority::1 | Critical | gitlab-com, gitlab-org | scoped |
| BTG-Priority::2 | Important not urgent | gitlab-com, gitlab-org | scoped |
| BTG-Priority::3 | No rush to do, but please do it. | gitlab-com, gitlab-org | scoped |
| BTG-Process | Change or addition to process/operations | gitlab-com, gitlab-org | - |
| blocker | This blocks other work | gitlab-com, gitlab-org | - |
| laptop-request | laptop request | gitlab-com, gitlab-org | - |
The GitLab Tech Stack is the approved list of applications. It lists additional information such as the Business Purpose, Who should have access, Contact/Admin, Data Classification, Okta information, and Sox Compliance information.
To make changes to global configurations or settings for any Business Technology applications in the Tech Stack, please follow the Business Technology change management process.
As part of dogfooding, we label features we request or support with the label BZO-Feature Wanted. Check out our issue board with this label.
Get to know the people who work in GitLab's Business Ops team by visiting our READMEs.
| Business Operations | Sales Operations | Marketing Operations | Marketing Programs | IT Operations | IT Helpdesk |
|---|---|---|---|---|---|
| Answering the question: “How do we build go-to-market infrastructure to support company growth and pivots?” | Quota assignments | Day-to-day management, maintenance and integrations in the entire tech stack | Day-to-day program and marketer support, including landing pages, Marketo program and Salesforce campaign management | Ensures sufficient controls and streamlines cross-fuctional & cross-system processes, such as onboarding & provisioning | Triage all IT related questions as they arise |
| Strategic analytics and data management | Field & RD Forecasting | New technology review, implementation, customization, documentation and administration | Development and growth of webcast program | Build and maintain controls via monitoring, source controls, and automated processes to enable sufficient controls, without the inefficiencies of complete separation of duties via organizational hierarchy | Build a knowledge base of IT practices and pragmatic problem solving in the handbook |
| Cross-functional process automation and optimization | Sales Compensation | Lead management & Data enrichment | Improve and develop newsletter program | Development and maintenance of automation of systems and processes for G&A and with Engineering to eliminate bottlenecks and slow manual activities. | Account management for password resets and lockout |
| New business technology review | Sales/Marketing SLAs | Grow the opt-in communication channel | Support Field Marketing with conference, event & VIP invitation, reminder and follow-up | On call support for immediate software and hardware issues during local business hours | |
| Holistic business systems administration, development, integration, architecture, and planning around the entire GTM tool stack. | Ad hoc analysis for CRO | Marketing process design | Diagnose computer errors and provide technical support | ||
| Prioritization of business operations issues | Sales Process Training/Documentation | Marketing & Sales process training and documentation | Troubleshoot software and hardware | ||
| Prioritization and resolution of non-development customer portal process and support issues | Sales Enablement functions and sales training on process flows | Prioritization of Marketing-related business operations issues | Support Weekly IT Onboarding Sessions for new Team Members | ||
| Prioritization and resolution of non-development license app and signups process and support issues | Salesforce administration, development, architecture, customizations, and technical documentation | Marketing tech stack implementations, development and integrations | Train end-users how to setup and use new technologies | ||
| Reporting infrastructure | Evaluate, purchase and implement new technologies into GitLab tech stack | Marketo and Salesforce administration to support marketing activities | Provide technical support over the phone or Web | ||
| Reporting and business analysis related to the sales function | List pull requests | Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues | |||
| Prioritization of Sales-related business operations issues. This means consolidating all of the requests from sales into a single funnel with prioritization. |
