Change Management in the Cloud
One of the biggest advantages of operating on a multitenant cloud is that the software can be continually improved through automatic updates. That means no more massive, time-consuming upgrades that cost a ton and start losing value the moment they are deployed. With a multitenant cloud like the one Veeva leverages, updates come with no additional cost, and customers are not left behind with aging software, which can leave them frustrated with the limited functionality – not to mention vulnerable to security breaches.
But how exactly are they deployed? Does a customer have to accept all of the changes? How do you make sure you’re in the know on the vendor side of things? Here are some steps to take to ensure updates to multitenant software go smoothly.
- Know the plan. All software must be updated, and cloud-based software is no exception. With multitenant software, the vendor is focused on upgrading all customers at once (“faux SaaS” vendors – those that promise SaaS benefits despite not being built to deliver them – often support multiple versions and therefore must maintain multiple upgrade schedules.) A multitenant SaaS vendor should clearly communicate the release schedule, as well as detail the features that are coming your way.
- Know your options. There are many new features that come with each release, but that doesn’t mean you have to accept them all. Ensure that major changes to the functionality of the system can be turned off if desired to allow users to keep using the system without requiring retraining.
- Get a sandbox. A sandbox is a replica of your instance of the application. It gives you the opportunity to try out the new features, see how they fit into your current processes, and decide if or when to deploy them to your users. Turning on features in your sandbox will not affect your live system at all, so it’s a great way to test new ways of doing things without worrying about disrupting your business processes.
- Know the effects. Just because the software upgrade is being deployed to every customer doesn’t mean it’s the same for each one. How your system is configured can affect the way new features are used. If you decide to enable a feature, know what the internal impact is; your configuration is likely unique to you.
- Be prepared. Some updates, such as security patches, are more urgent than others. These changes will often occur without any action required from customers. However, in order for fixes to be applied to a validated system, the vendor must ensure that the fix has undergone the same amount of rigor, testing and validation as the rest of the system (typically achieved through a change control process). This is one aspect of the vendor’s process that should be audited prior to vendor selection.
Overall, updates to a multitenant cloud are a breeze compared to what most companies go through with on-premise or hosted software. But that doesn’t mean you should hit the snooze button. Being involved in the change management process will help to ensure your company gets the maximum benefit from multitenant software.