The Professional Services team at GitLab is a part of the Customer Success department.
Here are links to the most popular Professional Services topics.
The Professional Services team is organized according to specialized functions and responsibilities. Click a Function link below to access details for specific team workflows and responsibilities.
|Delivery||Service delivery planning and execution through specialized engineering team members|
|Engagement Management||Opportunity and SOW scoping and closing in collaboration with GitLab Sales team members|
|Instructional Design and Development||Educational content creation, deployment, and maintenance|
|Practice Management||Definition, planning, go-to-market, and performance for specific categories of professional services offerings|
|Project Management||Project planning and execution|
|Professional Services Operations||Project Coordination, scheduling, and backend processes|
|Professional Services Technical Architect||Team technical leadership, project quality and technical escalations|
GitLab Professional Services enables customers and partners to realize the full value of GitLab solutions to increase operational efficiencies, deliver better products faster, and reduce security and compliance risks.
For Success Critera mapped to these goals, check out our FY22 strategy, GitLab Team Members Only.
GitLab Professional Services offerings sold and scoped by the PS Engagement Management team in partnership with the GitLab Account teams. Services are delivered directly by GitLab team members or by partners. We are building out the partner selling and delivery process to:
Check out the professional services team page
GitLab Professional Services measures success through tracking business profitability and resource utilization. The targets for FY21 are as follows.
Utilization GitLab Professional Services Engineers track and categorize the utilization of their working hours as either Billable utilization or Productive utilization.
We use the following definitions to determine and track utilization.
|Utilization||(Working Hours ÷ Available Hours) × 100%||varies|
|Billable Utilization||(Billable Working Hours ÷ Utilization) × 100%||varies|
|Productive Utilization||(Productive Working Hours ÷ Utilization) × 100%||varies|
|Available Hours||Total Weekday Hours － Non-Working Hours||1792 hrs|
|Total Weekday Hours||(8 Hours × 5 days × 52 weeks)||2080 hrs|
|Non-Working Hours||(Holiday Hours + PTO Hours + Training Hours)||288 hrs|
|Holiday Hours||11 holidays × 8 hrs/day||88 hrs|
|PTO Hours||20 PTO days × 8 hrs/day||160 hrs|
|Training Hours||5 professional development days × 8 hrs/day||40 hrs|
Customer Satisfaction (CSAT)
This performance indicator measures how satisfied our customers are with their interaction with the GitLab PS team. This is based on survey responses from customers sent at the end of each engagement. On a scale of 1-5, if the customer submits a 4 or 5, we consider this Customer to be
Satisfied with the services delivered.
GitLab offers a full catalog of professional services including implementation, migration, and education delivered by GitLab experts. Click the links to learn more about our framework and for a detailed listing of our standard SKU offerings.
Follow these guidelines for contacting us and ordering Professional Services.