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Beyond DevOps: User-Centered IT
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Beyond DevOps: User-Centered IT
1.
+ Jeff Sussna, Ingineering.IT
Beyond DevOps: User- April 15, 2012 Centered IT
2.
About Me
25+ years in IT Software development QA System architecture IT tools and processes IT Service Innovation consultant Help IT orgs increase quality efficiency and customer value Serve dev/design shops, startups, and and Fortune 500’s Do Service Design/BDD/QA & Ops Automation/Cloud Adoption Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
3.
Trends, Challenges, Strategies
#cloud #CoIT #coworking #lean #DevOps #servicedesign Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
4.
The Times They
Are a-Changin' Disruption coming to IT just like media and other industries The villains Cloud Computing Consumerization of IT Changes in the nature of the workplace IT no longer a scarce commodity Cost Availability Knowledge Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
5.
Cloud Computing
Creates possibility (and expectation) for better faster cheaper easier Trades agility and flexibility for complexity Spin up servers on demand, only pay when running Manage graph of providers, calculate variable costs Requires migration and retooling on multiple levels: Architecture Management tools Skills and processes Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
6.
Consumerization of IT
Bring Your Own Device Business cell becomes family cell becomes Unix box with apps and browser Personal, social, work activities blur together People expect access to everything, everywhere, all the time Consumer Cloud Services Self-serve IT solutions - email, doc mgmt, backup… People get access to everything, everywhere, all the time Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
7.
The Changing WorkPlace
Traditional “benevolent paternalistic” benefits eroding Pensions Health insurance Work from home => work from coffee shop => coworking Bring your own desk, phone, network, computer… Employee => freelancer What is “internal” anymore anyway? Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
8.
Internal IT and
Cloud Merge Cloud vendors provide IT, enterprises serve consumers Imagine a scenario where Yammer uses ADP and ADP uses Yammer Internal users become customers Customers have choice, knowledge, power “Shadow IT” is proof Don’t differentiate between internal and external services IT’s role shifts from control to enablement Becomes a software services vendor PMO takes on product marketing function Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
9.
Internal IT and
Cloud Merge cont. “Enterprise and consumer experiences are blurring more everyday as applications move to the cloud and companies build a vertical stack of offerings. Today's Facebook and Twitter generation expect their applications to be as easy and enjoyable to use as consumer applications. As the cloud evolves, our design process must evolve with it.” Dave Knight, interaction designer living in San Francisco Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
10.
Key Cloud Characteristics
Functionality + Operability We run it so you don’t have to We ensure availability, security, integrity… When we make updates you automatically get them This is marketing talking, not ops Operational excellence is part of the product Continuous improvement is part of the service Cloud gives customer appetite for near-constant change Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
11.
Cloud Expectations Imply
Lean Cloud reduces customer’s cost of change to near zero Doesn’t necessarily reduce vendor’s cost Lean: provide value efficiently when change and uncertainty are the norm Pull from customer (attunement not servitude) Maximize value flow Reduce waste Minimize Non-Value-Added activities Continuous improvement Greatest value is giving customer what they want, when & how they want it Greatest waste is giving customer something they don’t want or need Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
12.
Agile is Lean
Value working code over artifacts User feedback early and often Shrink cycle times Large, long lead-time delivery units add complexity Introduce waste Reduce quality Organize around collaboration and attunement to users Continuous (“frictionless”) delivery is the holy grail Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
13.
Cloud Implies DevOps
DevOps = Functionality + operability Leanness has to cross dev/ops blood/brain barrier Inter-org handoffs introduce waste Ops needs to be more agile Cloud elasticity enables ops version of pull Ops automation minimizes NVA Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
14.
DevOps
Leanness Short cycle times Minimized NVA Continuous improvement (DevOps leads to NoOps) Collaboration Dev + QA + Ops Standups, Kanban, integrated teams Unity of purpose Dev and QA care about operability Ops cares about functionality Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
15.
DevOps is Necessary
but not Sufficient What’s the key cloud characteristic again? Service What is a service? “An experience with multiple touch-points occurring over time” An end-to-end customer journey May cross provider boundaries Customer judges provider by entirety of experience “Design digital services, not websites” Leanness requires aligning everyone who serves the journey with each other and with the customer Marketing and design Dev and QA Ops and Support Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
16.
Services Need Service
Design Applies product design approaches to services Human-centered and co-creative Goal is desirability: utility + usability + satisfaction Design thinking: innovation through analysis + observation + creativity Shifts design from things to dynamic systems Concerned with visible and invisible components: Waiting room Service bays Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
17.
Service Design Techniques
Customer Journey Map Identify the sum of how the customer interacts with your service Think in terms of “jobs to be done” Identify gaps and opportunities for increased value Service Blueprint Connect front-stage with back-stage Expectation Map What’s important to the user? What makes them happy/mad? Websites that stay up during hurricanes make them happy Security breaches make them mad These are guiding practices, not products in their own right Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
18.
User-Centered IT
User-Centered IT = Functionality + Operability + Service Experience Driven by the Customer Journey Organized by the Service Blueprint Addresses off-site touchpoints email, phone, chat, twitter For Netflix the USPS is (still) a touchpoint Integrates Lean IT and Design Thinking User centricity Value optimization Continuous improvement Innovation through divergent thinking Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
19.
The User-Centered IT
Organization Leanness Collaboration Unity of Purpose Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
20.
Leanness
Everyone values working service over artifacts Remember valuing A over B doesn’t mean you don’t ever do B Everyone strives to remove waste (esp. over-the-wall handoffs) Everyone focuses on short cycle times and customer attunement Everyone strives for continual improvement Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
21.
Collaboration
Everyone in standups, integrated teams Culture and behavior, not necessarily org chart Shared tools and techniques Kanban BDD Everything on the kanban board Dev stories QA automation tasks Marketing and design tasks Ops automation tasks Release tasks Support tasks Done means working for users & supportable by the business Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
22.
Unity of Purpose
– Marketing/Design Marketing cares about operability (remember, it’s part of what they’re selling) Functionality release 1st-class citizen for customer relations and UX Primary place where customer’s cost of change is still non-zero Outages and security breach communications are brand moments like it or not “Design for fail” applies to design not just tech Help others appreciate brand/customer/journey Integral part of service – always measuring selling educating Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
23.
Unity of Purpose
– Dev/QA Operability impact of code and design decisions Application support for monitoring and measurement Validate elasticity, DR, security, A-B testing… Validate functionality release process QA merges with Ops through chaos monkeys Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
24.
Unity of Purpose
- Ops Application-level monitoring – server’s up but does app work? Business-level measurement Validated learning Variable cost visibility Functionality release services – dark release, A-B testing, etc. IaaS, PaaS, etc. – help dev/QA be more lean Help others appreciate operational excellence Goal, not activity Proactive, customer-centric, not reactive Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
25.
Unity of Purpose
- Support Support = customer facing and back-office They are customers too They are part of the service They provide precious insight They need application features and operational support Support tools and processes need to be validated It’s service quality, not software quality Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
26.
Conclusion
Difference between public and private IT is dissolving Users expect everything, everywhere, all the time Changes won’t happen overnight No answers, just challenges Take continuous improvement to heart The key is to shift the discussion From “$#*! here comes cloud” to “how can we be more lean” From “how can we keep chaos at bay” to “how can we manage chaos through resiliency” Everyone needs to appreciate the entire customer journey User-Centered IT = lean innovation across the entire service organization Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.
27.
My Vitals
www.ingineering.it blog.ingineering.it www.linkedin.com/in/jeffsussna @jeffsussna Copyright © 2012 Ingineering.IT, LLC. All Rights Reserved.