From Tech Platform To Managed Service

There are a lot of teams building platforms – whether for an internal organization, for a public cloud, or somewhere in between. Question to ask yourself – are you focused on providing a managed service?  or are you too focused on only being a technical platform? These questions are key because it is all about understanding customer priorities, focusing on customer success, and being paranoid about all aspects of the offering and not only the technical bit.

Don’t get me wrong – without the technology underpinning the platform doesn’t work, it doesn’t exist, and there isn’t any foundation to stand on. However, the purely technical bit is necessary but not sufficient for your platform to succeed. Shift your perspective and viewing from the vantage point of offering a managed service. You will appreciate that there are additional elements that are equally important:

  • How do customers sign up to use the platform? what pre-requisites exist and at what point in the process do they have to address them?
  • How is the platform supported? is there a dedicated support team, documented and communicated procedure for escalating production issues? how are incidents, follow ups handled?
  • What is the release management philosophy for the platform? is there a published schedule and is that honored? what about critical bug fixes and their roll out time windows?
  • Are you promising any specific uptime / availability numbers to customers? do you have business rationale for these commitments (i.e. non-functional requirements aren’t being assumed…)?
  • Will you charge your customers for platform usage? if so, how will you capture usage statistics and how will that translate to billing units? what changes have to be made in your software stack to account for usage exceeding limits/quotas, usage during critical operational time windows, usage during business critical events, etc.?
  • How will your current and prospective customers find out about new features (including ones that are beta/early-release vs. those that are available for broader use)? is there a committed testing procedure that promotes a feature into the platform?
  • How do you certify that the platform does what it is supposed to do – iteration after iteration, release after release? do you have tests and test evidence tying customer facing features and their availability against a particular platform version under test?
  • What is your philosophy on public APIs? do you have / plan to provide language bindings against your public REST APIs for instance? if so, who owns that and who keeps that up to date as the underlying platform goes through revisions?
  • How is capacity managed in the platform? is there an overall resource pool? or are their customer-specific runtimes? how can you accommodate unforeseen spikes in demand? have you tied new customer provisioning and platform inventory management?

The point of the above isn’t to list every possible facet of what you need to think and plan for. It is to illustrate the fact that providing a managed service is more than just having a technical platform.

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