Damon Edwards will be discussiong DevOps Kaizen: Building an Enterprise’s Capability to Change -- There are plenty of aspirational DevOps stories about organizations achieving blistering speed and dazzling nimbleness. But when you look at your own organization everything feels complicated, contentious, and stuck. How do you get started? How do you overcome the silos, the legacy, the entrenched behaviors? This talk is about starting and sustaining a DevOps transformation in large and complex of organizations using a methodical -- and totally reasonable -- Kaizen (Continuous Improvement) approach. This talk isn't about mythical silver bullets. It's about real examples of enterprises that learned to fix themselves by taking a fresh look at proven techniques
22. The management experience: the reality
?
Ah-ha!
“Everything takes too long”
“Everyone is busy but not much is getting done”
“Things break, and then break again and again”
“All hands on deck and heroics to get anything done”
“Handoffs are painful. Lots of miscommunication and rewok”
23. ?
Ah-ha!
The management experience: the reality
“Everything takes too long”
“Everyone is busy but not much is getting done”
“Things break, and then break again and again”
“All hands on deck and heroics to get anything done”
“Lots of miscommunication and rework”
31. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
32. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
33. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
34. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
(outcome is what matters)
35. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
(outcome is what matters)
• Kaizen in DevOps context:
36. DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
(outcome is what matters)
• Kaizen in DevOps context:
• Continuously improve the flow of work through the full
value stream in order to improve customer outcomes
40. 1. The will to make change happen
2. The resources to make change happen
3. Follow-through / clear obstacles
Leading the Improvement
41. 1. The will to make change happen
2. The resources to make change happen
3. Follow-through / clear obstacles
Leading the Improvement
This (and only this) is what the
Kaizen Program Oversight Group
does!
44. Map end-to-end process1
Include key process metrics:
Lead Time
Processing Time
Scrap Rate
Head Count
DevOps Kaizen: Retrospective Technique
45. Identify wastes, inefficiencies, bottlenecks
PD - Partially Done
TS - Task Switching
W - Waiting
M - Motion / Manual
D - Defects
EP - Extra Process
EF - Extra Features
HB - Heroics
Structured approach building on DevOps
adaptation of “7 deadly wastes” from Lean / Agile:
2
DevOps Kaizen: Retrospective Technique
46. Creative
Business
Release Engineering
Development
QA
Technical Operations
Program Management
L/T Lead time
P/T Process time
H/C Head count
S/R Scrap rate
D Defects
EP Extra processes
M Motion
PD Partially done
TS Task switching
W Waiting
Core business service delivery process
Current state value stream map
Development
Environments
Release
Build and deploy
QA
Environments
Performance
Environment
Staging
Environment
Production
Environment
Merge project
branch
Deploy to
Performance
Web Assets,
flows and
wireframes
Delta
features and
fixesSet of
service
branches
Documented
test plans
and cases
Request QA
build
Daily Scrum
meeting
Daily Scrum
meeting
Deployment
Meeting Business Systems
Support
Stan Walters
Change
Control
Project Manager
Erica Switzer
Change
request
Business Analyst
Erica Switzer
Steering
Committee
Erica Switzer
Full
Projects /
Expedites
Estimates
and
requirements
Technical
Specification
Deployment
Document
Change
Control Forms
RT tickets
Jira issues
Jira issues
Tested
packages
Development
Joe Harbaugh
L/T 8 weeks
P/T
H/C
S/R
4 weeks
5
25%
Develop
web assets
Bob McNulty
L/T 6 weeks
P/T
H/C
S/R
4 weeks
12
5%
Development
Build and deploy
Joe Harbaugh
L/T 2 days
P/T
H/C
S/R
4 hours
1
10%
Development
Integration testing
Joe Harbaugh
L/T 1 day
P/T
H/C
S/R
1 day
5
95%
Performance
testing
Deploy to
Production
Build test plan
Raj Lee
L/T 5 days
P/T
H/C
S/R
4 days
1
10%
Build test cases
Raj Lee
L/T 2 weeks
P/T
H/C
S/R
8 days
2
20%
Fernando Gomez
L/T 8 hours
P/T
H/C
S/R
7 hours
1
2%
Acceptance testing
Raj Lee
L/T 5 days
P/T
H/C
S/R
5 hours
2
10%
Feature testing
Raj Lee
L/T 4 weeks
P/T
H/C
S/R
2.5 weeks
4
20%
Allen Cannata
L/T 1 week
P/T
H/C
S/R
3 days
1
66%
RT tickets
Cut project branch
Chris Holmes
L/T 15 minutes
P/T
H/C
S/R
5 minutes
1
0%
Deploy to Staging
Frances Middleton
L/T 6 days
P/T
H/C
S/R
90 minutes
3
66%
Staging testing
Frances Middleton
L/T 1 week
P/T
H/C
S/R
3.5 days
4
66%
Allen Cannata
L/T 9 hours
P/T
H/C
S/R
8 hours
6
66%
Frances Middleton
L/T 6 days
P/T
H/C
S/R
90 minutes
3
66%
Fernando Gomez
L/T 30 minutes
P/T
H/C
S/R
30 minutes
1
33%
D
EP
Dx2
EP
Mx2
W
D
PD
Dx3
Mx3
TSx5 Dx2
Wx2 PDx4
EP
D
PDx3 Mx8
D
Wx2
PDx2
What should you be looking for?
• Long lead times (vs processing time)
• Request and approval queues
• Large batch sizes
• Human to human information transfer
• Scrap / Rework / “Backwash”
• Process or tooling inconsistency
• Manual deployment / configuration
• Reliance on manual testing / verification
• Injecting requirements late in the process
• Fixing in place (vs rebuilding)
• “Snowflake” servers and environments
• Manual dependency management
• Ad-hoc or unstructured artifact management
47. DevOps Kaizen: Retrospective Technique
Identify countermeasures
Countermeasures must be actionable, backlog ready.
Focus on short-term “baby steps”. Note broader, strategic
recommendations.
3
49. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
DevOps Kaizen: Behaviors to Encourage
50. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
51. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
52. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
53. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Ops Requirements are Product Features
Performance, Stability, Configurability are all essential features for a successful product.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
54. Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Ops Requirements are Product Features
Performance, Stability, Configurability are all essential features for a successful product.
Self-Service Operations
People consume operations services rather than opening tickets for others to do it for them.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
56. DevOps Kaizen: Planning Technique
Draw map in this direction
What are we going to do?
Who do we need to do it?
What do we need to do it?
What’s going to get in our way?
58. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
59. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
60. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
61. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
62. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
● “Customers find the problems before we do”
63. Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
● “Customers find the problems before we do”
● Business unit leaders pressuring to “route around” Core IT
64. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
65. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
66. Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Ops
Stock
Clerk
H
Cluster
Setup
UAT
US
UAT
Europe
F5 Rules
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Renegotiate
Create Build Out Doc
QA Test
DIT
US
UAT and PROD Netwo
UAT and PR
Network
Ops
Teams
Addr
Manag
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
M
PD
D
M
TS
PD
"Incorre
invalid r
"Mis
Rou
"Certific
Error
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Standard Parts
Verification
Ops Health
Dashboard
Ops Health
Dashboard
Stan
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Ticke
Information Flow
67. Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Ops
Stock
Clerk
H
Cluster
Setup
UAT
US
UAT
Europe
F5 Rules
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Renegotiate
Create Build Out Doc
QA Test
DIT
US
UAT and PROD Netwo
UAT and PR
Network
Ops
Teams
Addr
Manag
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
M
PD
D
M
TS
PD
"Incorre
invalid r
"Mis
Rou
"Certific
Error
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Standard Parts
Verification
Ops Health
Dashboard
Ops Health
Dashboard
Stan
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Ticke
Information Flow
+ Work in small batches
+ Early Ops Involvement
+ Standardized Catalog
+ Plan and Design by Those Who Do
68. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
69. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
70. RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Service
Service
Now
Create
Depl
Tick
Approvals
"Marvin"
Middleware
Ops
UAT and PROD Network Config
Network
Ops
Teams
Pro
Services
Address
Management
Data Setup
HB
M
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
mall
s
Verification
Standard Parts
Ops
Requirements
Standard Parts
Ops Health
Dashboard
Verification
71. RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Service
Service
Now
Create
Depl
Tick
Approvals
"Marvin"
Middleware
Ops
UAT and PROD Network Config
Network
Ops
Teams
Pro
Services
Address
Management
Data Setup
HB
M
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
mall
s
Verification
Standard Parts
Ops
Requirements
Standard Parts
Ops Health
Dashboard
Verification
Rework
Dev
Team
72. RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Service
Service
Now
Create
Depl
Tick
Approvals
"Marvin"
Middleware
Ops
UAT and PROD Network Config
Network
Ops
Teams
Pro
Services
Address
Management
Data Setup
HB
M
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
mall
s
Verification
Standard Parts
Ops
Requirements
Standard Parts
Ops Health
Dashboard
Verification
+ GTM/LTM in Early
Environments
Rework
Dev
Team
73. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
74. Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Service
Now
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Lead
Assign
Tickets
Service
Now
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA Install OS
Version (2)
Jumpstart
Images
Service
Now
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IP
Create
Subnet
Firewall
Rules
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour change window
2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
Network
Ops
Teams
Pro
Services
Address
Management
M
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
Verification
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PD
M
M
PD
D
M
TS
D
W
TS
D
PD
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
DashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
PD
75. ement
aS
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Install
Hw Req
Pro
Services
e
P
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
1 Month
Cr
Prod
Read
Me
4 hour change window
2x per week
W
UAT Deploy and QA
OD Network Config
Pro
Services
Address
Management
M
Verification
HB
M
TS
D
PD
W
M
M
M
PD
D
PD
M
D
W
TS
D
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Verification
s
Standard Parts
Ops
Requirements
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Health
Dashboard
Verification
Standard Parts
PD
76. ement
aS
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Install
Hw Req
Pro
Services
e
P
Status
Event
Pro
Services
Service
Now
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Configure to
the data
sources
Restart App
Request
Testing to
Verify
Admin
01
NFS
UAT
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
App Support
Test Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
1 Month
Cr
Prod
Read
Me
4 hour change window
2x per week
W
UAT Deploy and QA
OD Network Config
Pro
Services
Address
Management
M
Verification
HB
M
TS
D
PD
W
M
M
M
PD
D
PD
M
D
W
TS
D
W
TS W
"Incorrect or
invalid rules"
"Missing
Routes"
"Certificate
Errors"
"Stale or
conflicts"
Verification
s
Standard Parts
Ops
Requirements
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Health
Dashboard
Verification
Standard Parts
PD
+ Dev provide
verification script
80. DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
81. DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
82. DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
•Develop your existing staff in mass
83. DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
•Develop your existing staff in mass
•Be self-funding after initial seed investment
84. “No need for this. We’ve got a big project lined up that will
replace everything and solve our problems…”
86. The “Big Bang” Transformation Reality
Start
Finish
Fear
Panic
Abort
Maybe
87. The “Big Bang” Transformation Reality
Start
Finish
Fear
Panic
Abort
Maybe
People revert to
legacy behaviors
88. “Big J” vs “Little J’s”
Start
Finish
Start
Finish
“Big Bang” Continuous Improvement
Fear
Panic
Abort
Maybe
89. DevOps Kaizen: Let’s Recap!
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Ah-ha!
OpsDev Remove
Shorten
Lead Time
Feedback
It’s about the business
Make the work visible Continuous Improvement
Actions to support improvement