IT Business Technology
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The team
Enterprise Applications
Enterprise ApplicationsRole of IT Business Technology
Our department focuses on managing the framework of how GitLab procures, implements, integrates, secures, exports analytics, and supports our tech stack applications while providing strategic enablement and integration support for all departments and team members that allows us to scale efficiently, SAFEly, and securely.
Direction
As we move from Foundation to Scale as an IT organization, we will continue to take a fresh look at how we assess our application landscape and apply our heat map methodology.
The broader Finance and Business Technology team is focused on the principles of Break Down Silos, Be the Solution, Architect and Iterate, and Lead with Data. The IT team also lives by the following philosophy.
Business Technology Strategy and Organization Structure for FY25
IT FY24-25 Execution Plan (WORK IN PROGRESS)
Salesforce Roadmap
No. | Plans | Action | Status |
---|---|---|---|
1 | IT Compliance | - Remediation Plans Implemented | SFDC Exit FY24 passing all ITGCs 2024-01-31 |
2 | SFDC Team | - Continue to staff and build out the team - focus on low cost geos - FY25 AOP funding secured both headcount and contract spend - Program execution in parallel vs sequential |
- 4 contractors by 2024-01-31 - 5 FTEs by 2024-07-31 |
3 | IT Processes | - Improvements on Business Engagement: SFDC Intake Model - Program Prioritization and Planning - Operational Tickets Prioritization and Planning - Partnership with Sales Ops |
- Improve and streamline intake and commits with Sales Ops by 2024-01-31 for FY25 Roadmap and Q1. - Increase Velocity and Project Delivery accepted programs to X by 2024-03-31, Y by 2024-04 |
4 | Execution of Corporate Priorities | - GTM/ NPI Roadmap - Partner Ordering - CloudBlue Program |
Deliver to planned ship dates |
5 | Technology | - Address Tech Debt / Get Well (e.g. Process Builders, Custom Profile & Permission Set Cleanup) - Lightning Migration |
- Deliver 2024-03-31 - Deliver FY25-H2 |
6 | Sales Process Improvements | - Approvals Matrix | - Deliver in FY24-Q4 and FY25-Q1 |
7 | Data Quality | - Salesforce Data Governance Committee | - Deliver to planned ship dates |
8 | Sales Rep Usability | - Program to remove fields and clean up page layouts for key rep flows - Reduce clicks. |
- TBD - not started |
9 | Value Add in the System for Sales | - Identify 3 flows where reps get value in the system (e.g. request SA help or product meeting for my deal) | - TBD - can’t start until progress on 1-8 |
How We Work
Refer to the IT PMO page learn how the IT teams work.
Business Process Alignment and Enterprise Software Integrations
As new tech stack applications are introduced and/or integrated, our Enterprise Applications team helps to align and enable technologies with end-to-end business processes and custom integrations where needed for critical systems, particularly quote-to-cash finance and sales systems.
Security and Compliance
The IT Security and Compliance team focuses on reducing the threat landscape and improving our security posture across our tech stack applications while ensuring privacy, data protection, and compliance framework requirements are met. We collaborate closely with the Engineering Security department that focuses on the broader scope of the GitLab product and our GitLab.com SaaS offering.
The best practices and policies for team members can be found on the security practices handbook page.
Organization Wide Technologies
The IT Support team (aka Helpdesk or End User Services) focuses on providing helpdesk support for all of our team members globally with the technologies that are used across the entire organization. These include our collaboration tools (GitLab.com, Google Workspace, Slack, Zoom, etc.), security and compliance tools (1Password, Okta, Jamf, SentinelOne, etc.), laptops and hardware (MacBook Pros, Linux machines, etc.), and most software applications that run on MacOS.
You can ask for assistance in the #it_help
Slack channel.
Access Management
The IT Support team handles access requests for the tech stack applications that IT manages. All access requests are created in the same issue tracker project, regardless of which System Owner is responsible for provisioning your user account.
The IT Engineering - Access Management team focuses on Identity and Access Management (IAM) and Role-Based Access Control (RBAC) automation for all of GitLab’s tech stack applications.
Cloud Infrastructure Management
The IT Engineering - Infrastructure team collaborates with the Engineering Infrastructure Reliability (SRE) and Infrastructure Security teams to provide Infrastructure Shared Services for all AWS, Azure, and GCP related requests and support across the organization. See the Infrastructure Standards handbook page to learn more.
Our focus is on organizational policy management, access request provisioning, and services that are outside of the Reliability Engineering scope of hosting the Gitlab.com SaaS service, such as the provisioning of demo/sandbox/test infrastructure for team members.
The Demo Systems provide an always-on shared sandbox environment for demo and experimental use cases that aren’t intended for or supported on GitLab.com and don’t need dedicated infrastructure to be provisioned for your use case.
The GitLab Sandbox Cloud, powered by HackyStack, automates the provisioning of AWS accounts, AWS IAM users, GCP projects, and GCP users. This has allowed us to automate a large portion of our AWS and GCP access requests.
Cross-Department System Owners
As GitLab has grown organically, several departments and functional groups have their own System Administrators (“System Owners”) to handle day-to-day management of the tech stack applications that are specific to that department or functional group, within the framework of organization-wide compliance, infrastructure, and security best practices.
To support this “shadow IT” model, each tech stack application has a System Owner that is the DRI for handling the implementation and day-to-day operational support for the team members that utilize that application (in their department or functional group). This has an added benefit of preventing the traditional IT department from being a bottleneck and allows each department to self-service as part of GitLab’s efficiency for the right group subvalue.
As a SaaS company, our Engineering division also has an infrastructure SRE team and security team that supports the GitLab product development and hosting of our GitLab.com SaaS service. Many of the technologies that we use overlap, so the Business Technology department focuses on the technologies that are used for running the business that usually are not directly related to product development or the hosting of our GitLab.com SaaS service.
System Owner Directory
- Customer Success Operations
- Customer Support Operations
- Engineering Infrastructure (Reliability SREs)
- Engineering Productivity
- Engineering Security
- Finance Systems
- Marketing Operations
- People Connect
- People Group Engineering
- Sales Systems
Please create an MR if we missed a system owner team.
IT Job Families & Career Opportunities
You can see all of our IT Careers and job families in this page to learn more about the career paths and opportunities in our department. All GitLab open positions can be found in https://about.gitlab.com/jobs/.
How To Connect With Us
- Groups in GitLab
@gitlab-com/business-technology
@gitlab-com/business-technology/enterprise-apps
@gitlab-com/business-technology/end-user-services
- Channels in Slack
Business Technology - Tech Stack Details
Data Team
End User Services
Enterprise Applications Team
Information Technology (IT) Department
Infrastructure Reference Links
IT Program Management Office
IT Security and Compliance
Okta
Rolly
Tech Stack Applications
Tech Stack Guide Reference
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