Software as a service, Management your SaaS in Freshservice
We will be taking you through the major challenges that we see with sas adoption and how fresh service is tackling this with its sas management solution. So lets begin with acknowledging the fact that sas is the future thats. Quite a bold and a broad statement to make about sas adoption, but we do have some data to back it up. So, to give you a slice of how sas adoption is. Today, we see, on an average about three thousand dollars being spent per employee on sas subscriptions about 288 apps on an average are used by enterprises to solve their business problems. Now this is about the present a projection about the future. Is that about 73 of organizations say nearly all the wraps will be sas by 2021.? All this clearly points that digital transformation is spacing up and with the remote wave taking over switching to sas solutions is inevitable. So what is the impact of this accelerated sas adoption? How companies evaluate purchase and manage software has changed with sas if employees have a business problem to solve either for themselves or for their teams, they can quickly browse for solutions that fit their needs, and not just that purchasing these tools has also become easy. They do not really need the id teams help to purchase it. All they need is a credit card. They can swipe it and purchase licenses for their teams. Implementation of sas tools has also become incredibly easy. They do not really need the id teams help here as well.
Every sas tool today has end to end documentation and 24 7 support, which makes implementation a breeze for every person who wants to adopt it with sas adoption. We see increased independence in purchasing and implementing sas apps. Of course, this is a great innovative spirit that we see with digital transformation, but the downside of this is when you look at it with an enterprise wide lens. Such decision starts becoming more siloed, as every team and every employee can start implementing their own tools for their business needs. So when the iot teams try to implement some security standards in place or when they try to understand how much of an investment is going into such sas applications, it becomes quite impossible for them to understand this. As these decisions do not go via the id teams. Sometimes the same business problem might be solved with different tools across teams. Now these are the challenges that are cropping up with the increased sas adoption. But again, this is falling into the it teams, responsibility to streamline and manage, but the problems that it teams face is that traditional software asset management tools were never built for managing sas. The current processes and tools in place to discover and manage software does not really scale with sas applications and therefore, as it, teams do not have a tool which is giving them a birds eye view of what is happening with respect to sas adoption. They face these three key challenges.
Number one is the lack of visibility. They do not really know what apps are being used in the organization and who is using them, and the next is understanding app usage. They cannot really understand how frequently the apps are being used. This is critical information when it comes to making business decisions like de provisioning users or downgrading users, or even off boarding employees when they leave the company. Finally, it is quite difficult for the iit teams to stay on top of renewals and payments as again. This is completely out of their view, so this is why we put together five steps to manage sas applications efficiently using fresh service using the sas management solution. You can get a single pane of glass of all the applications that are currently used in your organization and you can analyze and optimize usage at ease, so lets get started. Step 1 discover your sas applications. We offer a suite of integrations for you to gain complete visibility into all the applications that are in use in your organization, so to first spot all these integrations that are available for you to get started with go to your admin, settings and fresh service and click On sas management here and here you can see that we offer two different kinds of integrations: the first one being integrations with identity providers like azure, google, suite octa and so on, and the second kind of integrations that we offer are direct integrations with sas applications like Zoom and slack so to understand better as to how these integrations work lets quickly switch to the software tab under assets.
So here you can see all the applications that were discovered using sas management, and here you can see something called the source right. So here you can see some identity providers like octa and google suite. So when you integrate with an identity provider, all the sas applications that were authenticated using these identity providers will get discovered into fresh service. So this is about the first kind of integrations. The second one that is direct integrations with applications like zoom and slack offers you much more granular information about the usage, so lets quickly see how the zoom integration looks like. So here you can see very granular usage activity and you can also understand license utilization. That is how many available licenses you have with respect to a zoom enterprise subscription and the number of users who are currently using it, and you also have some specific plan based metrics here. That is since youre directly integrating with zoom all the plans specific to zoom gets populated here, and you can understand the usage based on these plans. So this is the benefit of integrating directly with some of the sas applications that we offer as a part of our suite of integrations, and one more interesting thing to note is that you can see that we also have something called categories in place for all the Sas applications that were discovered, so we have an inbuilt and a growing repository of thousand plus apps, which auto categorizes all the sas applications that are discovered using these identity providers.
So what we are essentially doing is all the sas applications that are discovered when you integrate with an identity provider, might be solving multiple business problems right so, but to understand what exactly they are solving for. We use this inbuilt repository to categorize them such as project management, apps, expense management, apps and so on. So all you have to do is look up any category that you want like lets, say, project management, and you can see that there are two apps currently in use for the same business problem. So now you can start making business decisions like either consolidating these apps together or deploying another solution in place for the entire enterprise to solve the same business problem next step, 2 track and analyze usage. So, with the deep insights that we offer for all the applications that you discover in fresh service, you can identify redundant and underutilized sas apps so to access these insights in your software. Tab click on insights here, so you can see different kinds of insights that you can stay on top of to begin with, we first have operational insights. Using these insights, you can understand how you can manage your sas applications better in fresh service. We notify you about. No licenses or no users assigned to these apps when it comes to compliance insights, we notify you about deactivated users. So lets say: an employee leaves your organization and you off border them by deactivating, this user on fresh service, but there are chances that these users are still having access to one of your sas tools.
So you can stay on top of such data from compliance insights. So here you can clearly see some deactivated users who are currently assigned to some of your sas tools. Finally, when it comes to usage insights, you can stay on top of low usage or you can also understand if certain apps have not been used by users for an extended period of time. So here you can see that for this particular tool there are about 23 users who have not been using it for a long time. There is no activity users and we also tell you that you can save about four thousand dollars annually by removing them. So with such insights, you can do two things: one you can optimize usage and two. You can stay on top of and cut down your suspend moving to step three take inside driven actions. So when you look at such deep insights about your sas applications, you would also want to act upon them by making some business decisions, so we enable you to take such actions to optimize, suspend and usage right from fresh service. So when you see any of these insights here, theyre completely actionable so lets say you see a tool with no licenses in place. You just have to click on it and create a new contract. From there now lets say you have a compliance inside so here you can see. Zoom has one deactivated user who you would have to deprovision.
So click on this data and you can see the deactivated user here. Click on the user and select take action. So from here you can choose the action that you want to perform on this users access to the tool, so you can either de provision the user or you cannotify about low usage and so on. So in this case, we have to de provision the user as it is a deactivated employee. So click on de provision user and initiate action, and you can see that we create service requests for this action to ensure that they are routed to the right teams. To be resolved, finally, when it comes to usage insights, that is for this particular tool, you can see about 23 users who are not actively using it at all, and when you also see that you can save about four thousand dollars, you would definitely want to de Provision all these users and save the sas costs, so click on this and select the users you want to de provision and click on, take action and you can select the action that you want to perform. Moving on to step four, then you intelligently, so you can streamline and manage all your sas subscriptions and renewals right within fresh service. So within every application under the licenses tab, you can manage all the software licenses for the sas applications. You can click on, create new contract and add all the details required for that particular applications license and add in the tenure for the contract.
So this is where you can enable two key features for the contract. You can enable auto renewals for these contracts so that they run you automatically when the expiry date is reached. You can also enable notifications for these renewals and choose the number of days before which you want a notification and the person who should be notified about this renewal. So this is largely about how you can manage licenses for every one of your sas applications. But what exactly is the intelligent factor in this right? So this is where our insights come into the picture. So our usage insights are curated in such a way that they take into account the usage data from the last 60 days of your app usage, and these are notified to you 45 days before your apps are renewed, so lets say, for example, this tool has about 23 users, who are not actively using it now, this is notified to you only when this particular tools license is up for renewal in the next 45 days. So what you can do is you can quickly ensure that these 23 users are downgraded or de provisioned, and you can renew your next batch of subscriptions with the right licenses in place. So this is how you can ensure that your renewals are done in an intelligent manner now moving to the final step. That is step five off board confidently. So now that you have complete visibility into all the sas applications that are used in your organization, you can also ensure that you off board your employees right by revoking all the accesses that they have to the sas applications.
So to do this, there are two things that you can stay on top of. One is the compliance insights, so here you can see all the deactivated users assigned to sas applications and ensure that they are de provisioned when the employees leave the organization or you can go to the admin tab. And if your employee is either a requester or an agent go into the respective admin settings here and click on their profile, so here under software you can see the different sas applications that they have access to and you can quickly revoke accesses from here. So this is how you can off board your employees confidently by staying on top of all the sas applications that your employees use. So that brings us to the end of the five steps that we recommend to manage your sas applications efficiently in fresh service. Sas management module is available for fresh service customers in pro and enterprise plans, so go ahead and give it a try.