IT Self Service

1. You are here:
2. Handbook
3. IT Self Service

On this page

• How Can We Help?
  • Helpful Emojis
• Departments and Groups
• 🆕 Onboarding
  • 🆕 Laptop Ordering
  • 🆕 Account Provisioning
  • 🆕 Access Requests
  • 🆕 Baseline and Job-Role Entitlements
  • 🆕 GitLab.com User License
  • 🆕 Getting Help
• Offboarding
  • Laptop Wipe
  • Account Deprovisioning
  • Manager Delegation
  • GitLab.com Username and Groups
  • Slack Alumni Channel
  • Teck Stack Deprovisioning Process
• FAQ & How-To Guides
  • 🆕 1Password - Generating Secure Passwords
  • 1Password - Lost Master Key
  • 🆕 1Password - Configuring a 2FA Token
  • Google Calendar - Tips for Large Attendee Lists
  • Google Calendar - Scheduling Calls with Leaders (via EBA Team)
  • 🆕 Google Calendar - Adding Zoom Links to Invites
  • 🆕 Google Calendar - Adding Google Doc Agendas to Invites
  • 🆕 Google Docs - Document Sharing Best Practices
  • 🆕 New Phone - 2FA/MFA Configuration
  • Okta - Forgot Password or Reset 2FA
  • Slack - Add Member to a Channel
  • 🆕 Slack - Using Clockwise for Automated Status
  • 🆕 Slack - Using Google Calendar for Automated Status
  • 🆕 Slack - Using PTO by Roots for Out-of-Office Scheduling
• Laptop Hardware
  • Configuration and Model Standards
  • Exception Processes
  • 🆕 New Team Members
  • 🆕 Order and Shipping Status
  • Hardware Troubleshooting
  • Offboarding Process
  • Repairs and Warranty
  • Refresh and Replacements
  • 🆕 Monitors and Peripherals
  • 🆕 Hardware and Software Expense Policy
• Laptop Linux OS
  • 🆕 Laptop Linux OS - Configuration Best Practices
• Laptop MacOS
  • 🆕 Applications and Software Packages
  • 🆕 Brew and Dotfile Automation
  • 🆕 Encryption and Security Best Practices
  • 🆕 Endpoint Management and Security
  • 🆕 Operating System Versions and Upgrades
  • 🆕 VPNs and WiFi Networks
• Laptop Apps
  • 🆕 Approved Apps and Tools
  • 🆕 Banned Apps and Tools
  • 🆕 1Password
  • 🆕 Apple iCloud
  • 🆕 Databases
  • 🆕 Google Drive
  • 🆕 Jamf
  • 🆕 SentinelOne
  • 🆕 Slack
  • 🆕 Terminals
  • 🆕 Text Editors
  • 🆕 Zoom
• Laptop Data
  • 🆕 Backup Best Practices
  • 🆕 Code Repositories
  • 🆕 Document Storage
  • 🆕 Databases and Test Data
  • Reformat Process
• Access Requests
  • 🆕 👀 Using the Issue Template
  • GitLab Access Manager "GLAM"
  • 👀 Tech Stack Provisioners
  • Baseline Entitlements
  • Job Role Entitlements
  • Contractors and Vendors
  • 1Password Vaults
  • AWS
  • Google Cloud
  • Google Drive
  • Google Groups and Email Lists
  • Okta App SAML/SSO Configuration
  • Okta User Groups and App Access
  • GitLab.com Groups and Projects
  • GitLab.com Licenses
  • Tech Stack Apps
• Infrastructure
  • AWS
  • GCP
  • Labels and Tags
  • DNS and Domain Names
  • Demo Systems
  • 🆕 👀 Sandbox Cloud
• Security
• 👀 Tech Stack
  • 1Password
  • AWS
  • GitLab Access Manager
  • GitLab Demo Systems
  • GitLab Sandbox Cloud
  • Google Workspace
  • Okta
  • Zoom
• How To Contribute
• Need Help

This IT Self Service handbook page provides all of our team members with a SSOT knowledge base directory of all the processes and solutions related to IT. This page should help you find the answers you're looking for with all things related to IT whether you've just started at GitLab or have been here awhile. As our handbook pages are iterated upon over time, the links on this page will be updated to help you find what you're looking for today and in the future.

We have several teams at GitLab that focus on specific functions typically handled by an IT organization. Our Tech Stack applications have a wide range of System Owners across the organization that may not be managed day-to-day by the Information Technology department outside of a security and compliance function.

Our handbook is organized per function and result, so the goal of this page is to provide cross-links to other handbook pages and sections that have the answers you're looking for, even if it's on a different department's handbook page.

How Can We Help?

See the sidebar for a list of topics to help you find what you're looking for.

For anything you can't find, please ask in the #it_help Slack channel or the respective department's channel (see below).

Helpful Emojis

There is a lot of information on this page. We've added emojis to help you get started.

• 🆕 If you are new to GitLab ("onboarding"), this is a helpful section for you to check out.
• 👀 If you're not sure where to get started, this section has a good TLDR overview.

Departments and Groups

This handbook page is oriented towards self service IT for team members. You can see the department and group/team handbook pages to learn more about how we work.

• Information Technology Sub-department #it_help
  • End User Services & Helpdesk Team
  • Engineering & Infrastructure Team
  • Security & Compliance Team
  • Tech Stack Applications:
    • End User Services - 1Password (Password and secrets management)
    • End User Services - GitLab.com (Team member user accounts and gitlab-com/gitlab-org permissions. All other requests sent to #infrastructure-lounge)
    • End User Services - Google Data Studio (Business intelligence reports)
    • End User Services - Google Workspace (Gmail/Calendar/Drive/etc)
    • End User Services - Jamf (Asset and endpoint management)
    • End User Services - Loom (Video recording and sharing)
    • End User Services - LucidChart (Diagram software)
    • End User Services - Okta (Identity management and SAML/SSO)
    • End User Services - Slack (Collaboration)
    • End User Services - Zoom (Collaboration)
    • Engineering & Infrastructure - AWS
    • Engineering & Infrastructure - GitLab Access Manager "GLAM" (custom built)
    • Engineering & Infrastructure - Google Cloud
    • Engineering & Infrastructure - Demo Systems (custom built)
    • Engineering & Infrastructure - HackyStack (custom built)
    • Engineering & Infrastructure - GitLab Sandbox Cloud (custom built)
• 👀 Data Team Sub-department #data
  • Data Fusion Teams
  • Data Platform Team
  • Data Science Team
  • Data Collaboration Team
  • Tech Stack Applications
    • Airflow
    • SiSense (formerly Periscope)
    • Snowflake
• 👀 Enterprise Applications Sub-department #enterprise-apps and #business-technology
  • Business Systems Analysts "BSA" Team
  • Finance Operations
  • Integrations Engineering
  • Tech Stack Applications:
    • Adaptive Planning
    • Avalara
    • CaptivateIQ
    • Coupa
    • DocuSign
    • EdCast
    • Expensify
    • FloQast
    • Mavenlink
    • Netsuite
    • Platypus (custom built)
    • Stripe
    • Tipalti
    • TripActions
    • Workiva
    • Xactly
    • Z-Revenue (RevPro)
    • Zuora
• Security Department #security and #security-department
  • 🆕 👀 Security Best Practices
  • 👀 Departmental Structure
  • Security Assurance Sub-department
    • Field Security
    • Security Compliance
    • Security Governance
    • Security Risk
  • Security Engineering and Research Sub-department
    • Application Security
    • Security Automation
  • Security Operations Sub-department
    • Security Incident Response Team "SIRT"
    • Trust and Safety
    • Infrastructure Security
    • Security Logging
  • Security Threat Management Sub-department
    • Red Team
    • Security Research

🆕 Onboarding

TODO

🆕 Laptop Ordering

TODO

🆕 Account Provisioning

TODO

🆕 Access Requests

TODO

🆕 Baseline and Job-Role Entitlements

TODO

🆕 GitLab.com User License

TODO

🆕 Getting Help

TODO

Offboarding

TODO

Laptop Wipe

TODO

Account Deprovisioning

TODO

Manager Delegation

TODO

GitLab.com Username and Groups

TODO

Slack Alumni Channel

TODO

Teck Stack Deprovisioning Process

TODO

FAQ & How-To Guides

TODO

🆕 1Password - Generating Secure Passwords

TODO

1Password - Lost Master Key

TODO

🆕 1Password - Configuring a 2FA Token

TODO

Google Calendar - Tips for Large Attendee Lists

TODO

Google Calendar - Scheduling Calls with Leaders (via EBA Team)

TODO

🆕 Google Calendar - Adding Zoom Links to Invites

TODO

🆕 Google Calendar - Adding Google Doc Agendas to Invites

TODO

🆕 Google Docs - Document Sharing Best Practices

TODO

🆕 New Phone - 2FA/MFA Configuration

TODO

Okta - Forgot Password or Reset 2FA

TODO

Slack - Add Member to a Channel

TODO

🆕 Slack - Using Clockwise for Automated Status

TODO

🆕 Slack - Using Google Calendar for Automated Status

TODO

🆕 Slack - Using PTO by Roots for Out-of-Office Scheduling

TODO

Laptop Hardware

TODO

Configuration and Model Standards

TODO

Exception Processes

TODO

🆕 New Team Members

TODO

🆕 Order and Shipping Status

TODO

Hardware Troubleshooting

TODO

Offboarding Process

TODO

Repairs and Warranty

TODO

Refresh and Replacements

TODO

🆕 Monitors and Peripherals

TODO

🆕 Hardware and Software Expense Policy

TODO

Laptop Linux OS

TODO

🆕 Laptop Linux OS - Configuration Best Practices

TODO

Laptop MacOS

TODO

🆕 Applications and Software Packages

TODO

🆕 Brew and Dotfile Automation

TODO

🆕 Encryption and Security Best Practices

TODO

🆕 Endpoint Management and Security

TODO

🆕 Operating System Versions and Upgrades

TODO

🆕 VPNs and WiFi Networks

TODO

Laptop Apps

TODO

🆕 Approved Apps and Tools

TODO

🆕 Banned Apps and Tools

TODO

🆕 1Password

TODO

🆕 Apple iCloud

TODO

🆕 Databases

TODO

🆕 Google Drive

TODO

🆕 Jamf

TODO

🆕 SentinelOne

TODO

🆕 Slack

TODO

🆕 Terminals

TODO

🆕 Text Editors

TODO

🆕 Zoom

TODO

Laptop Data

• Data Classification Standards
  • RED Data
  • ORANGE Data
  • YELLOW Data
  • GREEN Data

🆕 Backup Best Practices

TODO

🆕 Code Repositories

TODO

🆕 Document Storage

TODO

🆕 Databases and Test Data

TODO

Reformat Process

TODO

Access Requests

TODO

🆕 👀 Using the Issue Template

• (Default) Individual/Bulk Access Request Issue Template
• Tech Stack YML Reference

GitLab Access Manager "GLAM"

• Handbook Page

👀 Tech Stack Provisioners

• Tech Stack YML Reference

Baseline Entitlements

• Handbook Page

Job Role Entitlements

• Handbook Page
• Issue Template Markdown Source

Contractors and Vendors

1Password Vaults

AWS

Google Cloud

Google Drive

Google Groups and Email Lists

Okta App SAML/SSO Configuration

Okta User Groups and App Access

GitLab.com Groups and Projects

GitLab.com Licenses

Tech Stack Apps

Infrastructure

All GitLab.com SaaS production/staging infrastructure and services are managed by the Reliability Engineering Team with stable counterparts in various engineering and security teams. Please ask any questions in the #infrastructure-lounge Slack channel.

All non-production infrastructure for sandbox and testing purposes is managed by the IT Engineering team with self-service automation using the GitLab Sandbox Cloud. Please ask any questions in the #sandbox-cloud-questions Slack channel.

• Reliability Engineering Team: https://about.gitlab.com/handbook/engineering/infrastructure/team/reliability/
• Infastructure Security Team: https://about.gitlab.com/handbook/engineering/security/security-engineering-and-research/infrastructure-security/
• Infrastructure Standards: https://about.gitlab.com/handbook/infrastructure-standards

AWS

Due to security reasons, the information about our AWS architecture in our handbook is kept to a minimum. See the Infrastructure Standards page to learn more about our AWS architecture.

To request access to our production or staging AWS account, please open a normal access request.

To get your own AWS account for sandbox and testing purposes, use the instructions for GitLab Sandbox Cloud.

To create a new AWS account that you will share with multiple team members for development, sandbox, or testing purposes, use the instructions for GitLab Sandbox Cloud.

For larger architectural discussions about new AWS account or organization requirements, please create an issue in the IT Infrastructure issue tracker and describe your requirements.

GCP

Due to security reasons, the information about our GCP architecture in our handbook is kept to a minimum. See the Infrastructure Standards page to learn more about our GCP architecture.

To request access to one of our production or staging GCP projects, please open a normal access request.

To get your own GCP project for sandbox and testing purposes, use the instructions for GitLab Sandbox Cloud.

To create a new GCP project that you will share with multiple team members for development, sandbox, or testing purposes, use the instructions for GitLab Sandbox Cloud.

For larger architectural discussions about GCP, please create an issue in the IT Infrastructure issue tracker and describe your requirements.

Labels and Tags

• Handbook Page: https://about.gitlab.com/handbook/infrastructure-standards/labels-tags/

DNS and Domain Names

• Domain Name Expense Policy
• Domain Name Purchase Issue Template
• Domain Name Transfer Issue Template
• Spreadsheet - GitLab Owned Domain Names
• #it_help Slack channel

Demo Systems

• Handbook Page: https://about.gitlab.com/handbook/customer-success/demo-systems/
• Self Service Portal: https://gitlabdemo.cloud
• #demo-systems Slack channel
• #demo-systems-workshops Slack channel

🆕 👀 Sandbox Cloud

• Handbook Page: https://about.gitlab.com/handbook/infrastructure-standards/realms/sandbox/
• Self Service Portal: https://gitlabsandbox.cloud
• How To: Individual Self Service
• How To: Group Issue Templates
• HackyStack Open Source Project
• Terraform Modules
• #sandbox-cloud-questions Slack channel

Security

TODO

👀 Tech Stack

The Tech Stack is a list of all the technology that GitLab currently uses to support the business. The Tech Stack lists systems/applications/tools used by all departments and details the business purpose/description, the owners, the provisioners, the teams that access the tool and other details.

• Overview
• SSOT YAML
• Managing the Tech Stack

1Password

AWS

GitLab Access Manager

GitLab Demo Systems

GitLab Sandbox Cloud

Google Workspace

Okta

Zoom

How To Contribute

Did we miss something? Did you find the answer on another handbook page? Please feel free to submit an MR or let one of the code owners for this page know.

Need Help

Ask in the #it_help channel and our End User Services helpdesk team will be happy to assist.