To drive use case enablement and expansion with customers, we need to define exactly what it means to adopt a use case at GitLab. These health measures will appear in the Product Usage scorecard section in Gainsight. For more, see the Gainsight Scorecard Attributes and Calculations.
See Health Score Triage for specifics.
|Use Case (Stage)||Purpose / Adoption Level||Description|
|SCM (Create)||Basic Adoption||Is my customer using the basic toolset? Most customers should adopt these features pretty quickly into their GitLab journey|
|CI (Verify)||Product Stickiness||As part of their continued adoption and customer journey, we want to help our customers adopt CI, as well as helping their central DevOps teams to better understand their organization's adoption of CI. Use these metrics to help determine progress towards adoption|
|DevSecOps (Secure)||Enablement & Expansion||For customers using our security features or who are trialing and wanting to shift left, use these metrics to help identify adoption and track growth|
|CD (Release)||Enablement & Expansion||How much has my customer adopted GitLab for deployments? The next path along the customer journey is the CD use case|
SCM is considered one of the initial land use cases. To that end, we want to ensure the customer is using it appropriately. Adoption timeline: 1 months after license purchase
|Merge Requests / Licenses Sold||<20%||20-40%||>=40%|
This looks to all users who ran merge requests in the last 28 days / Licenses Sold.
CI is considered both an initial purchase reason or, in the case of SCM, an expansionary use case (one after the initial purchase intent has been solved). Adoption timeline: 1 months after license purchase
|CI Pipelines Utilization (CI Pipelines - User L28 / Licenses Sold)||<25%||25% - 50%||50%+|
|Deployments Per User L28 (Deployments L28D (event) / Licenses Sold)||<3||4 - 7||8+|
|Deployments Utilization (Deployments - User L28D / Licenses Sold)||<5%||5% - 12%||12%+|
These DevSecOps metrics are available for all customers. Adoption timeline: 1 months after license purchase
|Secure Scanner Utilization (Secure Scanners - Users L28D / Licenses Sold)||≤5%||>5% - 20%||>20%|
|Container Scanning Jobs Utilization (Container Scanning Jobs - User L28D / Licenses Sold)||≤3%||>3% - 10%||>10%|
|Secret Detection Jobs Utilization (Secret Detection Jobs - User L28D / Licenses Sold)||≤6%||>6% - 20%||>20%|
CD is considered an expansionary use case (one after the initial purchase intent has been solved). Adoption timeline: 1 months after license purchase
|SMAU Release / Licenses Sold||<5%||5-10%||>=10%|
In Gainsight, we use scorecards to track customer adoption of Gitlab use cases.
A green score signifies that a customer is adopting that specific use case. On the Customer Health Dashboard, in the Use Case Adoption Count chart, we count the number of green scores for each customer to visualize the count of customers adopting null, 1,2, 3 and 4 use cases.
You can use this chart to understand how many use cases each of your customers have adopted.