Personal customer experiences are and will be more and more vital. People to people, but also people to machine. Today, there are several providers of the same services, and the new ones are faster, more flexible, and more personalized in their communications with their customers & users. How do we ensure that we provide the right information to our employees as well as to our customers so they can better serve and increase customer satisfaction? This webinar will focus on how you as an organization will have to restructure, rethink and redesign your technological platform to support increasing employee- and customer demands. Key takeaways: Holistic understanding of how to make a successful cloud transition Learn why modern organizations excel in customer treatment, productivity, flexibility, and agility High-level architecture and how and why DevOps changes organizations

1. How to create awesome customer experiences

2. About Your Speaker: Ola Risheim
Business Developer@Lumagate
Email: ola.risheim@lumagate.com

3. WE DRIVE BUSINESS EVOLUTION FORWARD

4. WE DRIVE BUSINESS EVOLUTION FORWARD

5. WE DRIVE BUSINESS EVOLUTION FORWARD
App
Platform
Operations and
infrastructure
App
Platform
Ops &
infra
Today Tomorrow

6. Advanced analytics & developement1. Choose the Right
Data
2. Build Models That
Predict and
Optimize Business
Outcomes
3. Transform Your
Company’s
Capabilities

7. About Your Speaker: Morgan Simonsen
Cloud Evangelist@Lumagate
P-TSP@Microsoft
MCSE, MCSA, MCT
MVP
Twitter: @msimonsen
Email: morgan.simonsen@lumagate.com
Blog: morgansimonsen.com

8. WE DRIVE BUSINESS EVOLUTION FORWARD
Agenda
•Making technology relevant for the business
•Delivering great features, fast and with high quality to win in the marketplace
•DevOps
•Software Architecture
•Culture

9. We Drive Business Evolution Forward
How we work with customers
Lumagate is a business partner that helps customers use technology to achieve their
organizational and business goals
•Every company is a technology company
•Focus on knowing the customer’s business
•Focus on culture
•Technology as a means to achieve business goals
•Long term strategic engagements, embedded with the customer
•Trusted Advisors, Full Stack Engineers and Subject Matter Experts

10. We Drive Business Evolution Forward
Where are you?
Bespoke
Turnkey
CustomerEmployee
Internal IT
Business IT

11. We Drive Business Evolution Forward
Cloud Hosting Options

12. We Drive Business Evolution Forward
Why are developers
important?
•Because software is magic; you need wizards
•Developers give value to customers
•Software engineers created your products and
tools, and are building you business critical
software
•IT Pros need to become Ops Engineers
•Ops Engineers and Developers enable DevOps
•Steve was right
Microsoft CEO Steve Ballmer at Microsoft’s 25th
Anniversary event in September 2000

13. We Drive Business Evolution Forward
Software Development Lifecycle
build test release
monitorplan
CustomerDeveloper

14. We Drive Business Evolution Forward
DevOps
•DevOps is about speeding up the SDL
• We focus on outcomes
• Culture, technology and tools
• Changing what people do changes the culture
•Resolve the core, chronic conflict between dev and
ops
•The Three Ways
• The Principles of Flow
• The Principles of Feedback
• The Principles of Continual Learning and
Experimentation
•Shared Goals
•How to integrate Dev and Ops?
•Technology to enable the principles come later The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win
by Gene Kim, Kevin Behr, George Spafford

15. We Drive Business Evolution Forward
A Note on Outsourcing
•IT outsourcing is a tactic used to control costs through contractually-enforced stasis
•Firm, fixed prices that schedule annual cost reductions
•Organizations are unable to respond to changing business and technology needs
“For companies who are now coming off
of five-year IT outsourcing contracts, it’s
like they’ve been frozen in time, during
one of the most disruptive times in
technology.”
Adrian Cockcroft

16. We Drive Business Evolution Forward
DevOps@Amazon
•Amazon Retail Website had legacy monolithic architecture
•CEO Jeff Bezos initiated changes in 2001

17. We Drive Business Evolution Forward
Jeff Bezos’ Big Mandate (2001)/Steve
Yegge’s Architecture Rant
1. All teams will henceforth expose their data and functionality through service interfaces.
2. Teams must communicate with each other through these interfaces.
3. There will be no other form of interprocess communication allowed: no direct linking, no
direct reads of another team's data store, no shared-memory model, no back-doors
whatsoever. The only communication allowed is via service interface calls over the
network.
4. It doesn't matter what technology they use. HTTP, Corba, Pubsub, custom protocols --
doesn't matter. Bezos doesn't care.
5. All service interfaces, without exception, must be designed from the ground up to be
externalizable. That is to say, the team must plan and design to be able to expose the
interface to developers in the outside world. No exceptions.
6. Anyone who doesn't do this will be fired.
7. Thank you; have a nice day!

18. We Drive Business Evolution Forward
DevOps@Amazon
•Organization: Small cross-functional teams
•Culture: shared goals, total freedom and full responsibility
•Architecture: Service Oriented Architecture (SOA)
• Today Microservices
•Tools: Self-service (automated), technology agnostic, loosely coupled
•Delivery: Automated continous delivery pipeline

19. We Drive Business Evolution Forward
DevOps@Amazon
•2011: Amazon performs
approximately seven thousand
deploys per day
•2015: 130,000 deploys per day
• ~50 million deploys/year

20. We Drive Business Evolution ForwardWe Drive Business Evolution Forward
Organizational Archetypes
FUNCTIONAL ORIENTED (COST)
•Typical model for Operations
•Hierarchical
•Teams organized by function; network, DB
•Optimize for expertize, division of labor,
reducing cost
•Siloed, long lead times, multiple hand offs,
no shared goals
MARKET ORIENTED (SPEED)
•Typical for DevOps
•Flat
•Teams are cross functional; Operations,
QA, Infosec embedded into the team
•Optimize for responding quickly to
customer needs
•Work independently, safely and at speed

21. We Drive Business Evolution Forward
Designing for Resiliency
•Identify critical components
•Design for failure modes
•Inject failures into production regularly
•Rehearse incidents
•Learn and improve
•Design features and components for graceful degradation

22. We Drive Business Evolution Forward
Resiliency@Netflix
•On April 21, 2011 the entire Amazon AWS US-EAST availability
zone went down (10 data centers/500+ million servers)
•Almost all AWS customers impacted…except Netflix
•The Simian Army
• Chaos Monkey, Chaos Gorilla, Chaos Kong, Latency Monkey,
Conformity Monkey, Doctor Monkey, Janitor Monkey, Security Monkey
•“Great Amazon Reboot of 2014,”
• Nearly 10% of the entire Amazon EC2 server fleet had to be rebooted to
apply an emergency Xen security patch
•Netflix had zero downtime
•No one in the Netflix offices that weekend; they were all at a party in
Hollywood!

23. We Drive Business Evolution Forward
Software Architecture Patterns
•Goal: loosely coupled components with bounded contexts
• Service Oriented Architecture (SOA)
• Microservices
•What is a microservice?
• Does one and only one thing
• Is owned by a small team
• Is very small and performant
• Can be swapped out with zero impact
•Evolutionary architecture
• Migrate to more suitable architecture patterns as the business needs
change
• eBay and Google are both on their 5th complete rewrite of their architecture
from top to bottom
•How to migrate from what we have to what we need?
• Strangler approach

24. We Drive Business Evolution Forward
Continuous Experimentation,
Learning and Improvement
•“The improvement of daily work is more than important than daily work itself.”
•Technology work is a fundamentally experimental endeavor, and should be managed as
such
•Fail often and fail fast
•Safe work environment
•Blameless culture

25. We Drive Business Evolution Forward
Value Stream Mapping (VSM)
•A value stream is the sequence of activities an organization undertakes to deliver on a
customer request.*
•A value stream is the sequence of activities required to design, produce, and deliver a
good or service to a customer, and it includes the dual flows of information and material.*
•Optimize the Value Stream for a feature, product, service etc.
• Current State Map vs. Future State Map
•Make decisions on numbers and data, not «feelings»
•Optimization and automation of the value stream’s delivery pipeline
“Data may disappoint, but it never lies.”
Jay Samit, Disrupt Yourself!
* Martin, Karen; Martin, Karen; Osterling, Mike; Osterling, Mike. Value Stream Mapping: How to Visualize Work and Align Leadership for Organizational
Transformation (Kindle Locations 233-235). McGraw-Hill Education. Kindle Edition.

26. We Drive Business Evolution Forward
VSM Example
LT = 8 weeks
PT = 1 week
%C&A (3) = 90 %
%C&A (4) = 75 %
5
Groom
Feature
2
LT = 4 weeks
PT = 10 hours
%C&A (5) = 100 %
%C&A (6) = 50 %
5
Create
User Story
3
LT = 70 hours
PT = 70 hours
%C&A = 75 %
1
Design User
Interface
4
LT = 4 weeks
PT = 3 hours
%C&A = 90 %
6
Plan
Release
5
LT = 1 week
PT = 2 days
%C&A = 90 %
1
Plan
Test
6
LT = 4 weeks
PT = 10 hours
%C&A = 90 %
5
Develop
Feature
7
Automated
0
Assure
Quality
8
Automated
0
Deploy
User Story
9
LT = 4 weeks
PT = 3 hours
%C&A =
1
Do
Test
10
LT = 2 weeks
PT = 4 days
%C&A =
2
Prepare
Release
11
3
Automated
Test
12
LT = 1,5 weeks
PT = 4 days
%C&A =
3
Acceptance
Testing
13
LT = 2 days
PT = 5 hours
%C&A =
2
Deploy
to Production
14
LT = 4 weeks
PT = 5 hours
%C&A =
2
Verify Feature
in Production
15
LT = 2 days
PT = 1 day
%C&A =
Customer
1
TFS LEAN Board Team CityPowerPoint Excel Email Confluence
Insurance Company
Current State Value Stream Map
Mid-Sized Feature Delivery
Demand Rate = ?
Value Stream Champion: ?
December 2016
15 15
1 week
8 weeks
1,75 weeks
4 weeks
1,525 weeks
4 weeks
0,8 weeks
1,5 weeks
0,125 weeks
0,4 weeks
0,125 weeks
4 weeks
0,2 weeks
0,4 weeks
Total PT = 5,525
Total LT = 22,3 weeks
Activity Ratio = 24,77 %
Rolled %C&A = 30,4 %

27. We Drive Business Evolution Forward
Closing Remarks
•You need the right culture and the right architecture
•You need the right technology to underpin that culture and architecture
•This enables speed and quality
•Speed and quality lets you beat the competition
•Either you disrupt your company or someone else will…

28. We Drive Business Evolution Forward
Questions?
Thank you,
and be safe!