Transcript of a BriefingsDirect podcast on how a managed service provider is using HP tools to improve quality and speed modernization in application development.

1. Showing Value Early and Often Boosts Software Testing
Overhaul Success at Pomeroy
Transcript of a BriefingsDirect podcast on how a managed service provider is using HP tools to
improve quality and speed modernization in application development.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I’m
Dana Gardner, Principal Analyst at Interarbor Solutions, your host and moderator for this
ongoing sponsored discussion on IT innovation and how it’s making an impact
on people’s lives.
Once again, we're focusing on how companies are adapting to the new style of
IT to improve IT performance and deliver better user experiences, as well as
better business results.
This time, we're coming to you directly from the HP Discover 2014 Conference
in Las Vegas. We're here the week of June 9 to learn directly from IT and business leaders alike
how big data, cloud, and converged infrastructure implementations are supporting their goals.
Our next innovation case study interview explores how Pomeroy, a Global IT managed services
provider, is improving quality for their applications development and customization, and
working with a partner TurnKey Solutions to improve their overall process for
development and working towards a better IT outcome.
In order to learn more about how they're doing this, please join me in welcoming
our guests. We're here with Mary Cathell, Quality Assurance Analyst at Pomeroy
in Hebron, Kentucky. Welcome, Mary.
Mary Cathell: Hi. Thanks for having me.
Gardner: We're also here with Daniel Gannon. He is President and CEO at TurnKey Solutions
in Denver. Welcome.
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for business-ready applications
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Daniel Gannon: Dana, thanks for having me.
Gardner

2. Gardner: Let’s start with you, Mary. Tell us first about Pomeroy, what you do and where
development is important not only internally, but for your end-user customers in your managed-
service provider (MSP) offerings and portfolio?
Cathell: We're a premier provider of IT managed services. We do end user, network, data center,
and everything in between. We’re hands on all over the place. We have a global footprint.
Quality is absolutely imperative. We have big companies like Nestle, Goodyear, and Bayer.
These are companies that have a certain amount of respect in the business world. They depend
upon quality in their products, and we need to deliver quality in our products to them.
Gardner: And you're the sole quality assurance analyst. So you have a big job.
Cathell: I do.
Gardner: What did you find when you got there, and what was the steady state before you
started to make some improvements?
Making improvements
Cathell: This was November of 2012. They gave me an opportunity to bring something new
that they were unfamiliar with and to teach, which I love to do. They purchased Oracle E-
Business Suite (EBS), everyone had their own piece of the process from our sales
to logistics, and they were all using different applications to do this process.
It was a paradigm shift to take one system and bring us together as one company
using one product. There was a lot of struggle through that, and they struggled
through testing this, because they had no testing background. I was brought in to
bring it to steady state.
After we went live, we got to steady state. Now it was like, "Let's not reinvent the
wheel. Let's do this right. Let's begin scripting."
Testing is terrible. It's tedious. No one has the time to do it. No one has the patience to do it. So
they either don’t do it or they throw buckshot at it. They do ad-hoc testing, or they just let errors
come in and out, and they fix them on the back end, which is client facing.
Does Goodyear want to see a real-estate problem on an invoice? No, they don't, and we lose
credibility. Goodyear is talking to their clients. They have friends. Their CEO is talking to
another company's CEO. Now, you’ve got a word-of-mouth situation off of one mistake. You
can't have that.
Gardner: What were some of the hurdles that you needed to overcome to become more
automated, to take advantage of technology, to modernize the quality assurance processes? Then,
Cathell

3. we'll talk about how TurnKey works in that regard. But let's talk about what you had to
overcome first?
Cathell: I had to show the value. Value is everything, because people ask, "Why do we need to
do this? This is so much work. What value is that going to bring to me?"
Again, it lets your processes work with the business function as an oiled machine, because you're
not separate anymore. You’re not siloed. You need to work together. It's cross-functional. It
taught us our data.
Now there's an understanding that this works. We can function better now in just our regular
business process, not even testing, but what we do for our customer. That’s value for our internal
customers, which ends up being absolute value to our external customers.
Gardner: The solution you went for included HP Quality Center, but you wanted to take that a
step further, and that's where TurnKey comes in. So, you explain it, and then I'll ask Daniel to
give further details on that.
Due diligence
Cathell: I'd love to. I talked to several other companies. You need to. You need to do the due
diligence. TurnKey did a wonderful thing. They provided something that no one else was doing.
We didn’t have the bandwidth, the talent internally, to script automation. It's very difficult and it's
a very long process, but, they have an accelerator that you can just drag and drop from out-of-
the-box Oracle and make changes, as you need to, for their customizations and your
personalizations.
They also had cFactory, so that when your system changes -- and it will, because your business
grows, your process changes -- it tells you the differences. You just click on a form, and it brings
back what's there, shows you the comparison on what's changed, and asks if you would like to
keep those changes. You don’t have to update your entire test case suite. It does it
for you. It takes out that tedious mess of trying to keep updated.
Gardner: Daniel, tell us first, does Mary’s story sound familiar? Is this what a lot
of your clients go through, and what is it that you're bringing to the table in
addition to HP Quality Center that gets their attention and makes this more
powerful?
Gannon: Yeah, her story resonates. It’s very, very common for people to have
those same issues. If you look at the new style of IT, it's really about two things, the two Vs,
volume and velocity. You have a lot more data, big data, and it comes at you much faster. The
whole notion of agility in business is a real driver and these are the things that HP is addressing.
Gannon

4. From the perspective of how we deal with test automation, that’s what our products are designed
to do. They enable people to do that quickly, easily, and manage it in a way that doesn't require
armies of people, a lot of labor, to make that happen.
If you think about a standard environment like Mary’s, the typical way people would address that
is with a lot of people, a lot of hands, and a lot of manual effort. We think that intelligent
software can replace that and help you do things more intelligently, much more quickly, and most
importantly, at much, much lower cost.
Gardner: Mary, you've been at this for going on a couple of years. When you do intelligent
software well, when you pick your partners well, what sort of results do you get? What’s been
the change there?
Cathell: There is a paradigm shift, because now, when they, specifically our sales department,
see the tool run, they're wowed. They're working with me to champion the tool to other parts of
the business. That's ultimately the biggest reward -- to see people get it and then champion it.
Gardner: Has this translated into your constituents, your users, coming back to you for more
customization because they trust this so that they're more interested in working with software,
rather than resisting it? Is it that kind of a change?
Difficult to automate
Cathell: We absolutely did have that change, again specifically with sales, which is the most
difficult process to automate, because it can go in so many different ways. So they're on board.
They're leading my fight that we need to do this. This is where this company needs to go. This is
where technology is going.
Gardner: And when you bring this mentality of better software quality and giving them the
means to do it that’s not too arduous, doesn't that then also extend back into your fuller
application development processes . How far back are you going through development and
change. Is there a DevOps opportunity here for you to bring this into operations and start to sew
this together better?
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for business-ready applications
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Cathell: That could go in the future. Our requirements phase is a lot better, because now they're
seeing scenarios with expected results -- pass/fails. Now, when we build something new, they go
back and look at what they've written for our test scenarios and say, "Oh, our requirements need
to be unambiguous. We need to be more detailed."

5. I do that liaison work where I speak geek for the developer, and the English for the business. We
marry them together, and that creates now new quality products.
Gardner: Daniel, at Pomeroy, they're using this to a significant degree with Oracle EBS, but
how about some of your other customers? What other applications, activities, and/or products has
this been applied to? Do you have any metrics of success across some instances of what people
get for this?
Gannon: We find that customers leverage the HP platform as the best-in-class platform for test
automation across the broadest portfolio of applications in the industry, which is really powerful.
What TurnKey Solutions brings to the table is specialization in conjunction with that platform.
Our partnership reaches back well over a decade, where we have developed these solutions
together.
We find that people use mission-critical applications, enterprise resource planning (ERP)
applications like Oracle EBS, SAP, PeopleSoft and others that run the business. And our
solutions address the unique problems of those applications. At the same time, we provide a
common set of tools to provide test automation across the entire portfolio of applications within
a company.
Many companies will have 600, 700, or thousands of applications that require the same level of
due diligence and technology. That's what this kind of combination of technologies provides.
Gardner: Mary, now that you’ve done this now with some hindsight -- not just from your
current job but in previous jobs -- do you have any words of wisdom for other organizations that
know that they've got quality issues? They don't always necessarily know how to go about it, but
probably think that they would rather have an intelligent, modern approach. Do you have any
words of wisdom that you can give them as they get started?
Break it down
Cathell: Absolutely. Everybody wants to look at the big picture -- and you should look at the
big picture -- but you need to break it down. Do that in agile form. Make those into iterations.
Start small and build up. So if you want to go from the smallest process that you have and keep
building upon it, you're going to see more results than trying to tackle this huge elephant in the
room that's just unattainable.
Gardner: A lot of times with new initiatives, it’s important to establish a victory early to show
some returns. How did you do that and how would you suggest others do that in order to keep the
ball rolling?
Cathell: Get people excited. Get them onboard. Make sure that they're involved in the decision
making and let them know what your plans are. Communication is absolute key, and then you
have your champions.

6. Gardner: Daniel, we're here at HP Discover. This is where they open the kimono in many ways
in their software and testing and application lifecycle management, businesses. As a long time
HP partner, what are you hoping to see. What interests you? Any thoughts about the show in
general?
Gannon: What's exciting is that HP addresses IT problems in general. There's no specificity
necessarily. What companies really grapple with is how to put together a portfolio of solutions
that addresses entire IT needs, rather than simple, specific, smoke stack kinds of solutions. That’s
what’s really exciting. HP brings it all together, really delivers, and then values the customers.
That’s what I think is really compelling.
Gardner: Okay, how about the emphasis on big data -- recognizing that applications are more
now aligned with data and that analysis is becoming perhaps a requirement for more
organizations in more instances? How do you see application customization and big data coming
together?
Gannon: For me, big data is both problem and opportunity. The problem is it’s big data. How do
you cull and create intelligence from this mass of data. That's where the magic lies. Those people
who can tease actionable information from these massive data stores have the ability to act upon
that.
There are a number of HP solutions that enable you to do just that. That will propel businesses
forward to their next level, because you can use that information -- not just data, but information
-- to make business decisions that enable customers going forward.
Gardner: Very good. I'm afraid we’ll have to leave it there. We have been learning about how
Pomeroy, a Global IT Managed Services Provider in Kentucky has been improving on their
quality of application’s development and has found more modernization and intelligence through
the combination of HP Quality Center and TurnKey Solutions.
So, a big thank you to our guests. We’ve been talking with Mary Cathell, the Quality Assurance
Analyst at Pomeroy in Hebron, Kentucky. Thank you so much.
Seven best practices
for business-ready applications
Download the white paper now
Cathell: Thank you, Dana. It was an honor.
Gardner: And also a big thank you to Daniel Gannon, President and CEO of TurnKey Solutions.
Thanks.
Gannon: Thanks, Dana.

7. Gardner: And I shouldn't forget to thank our audience as well for joining us for this special new
style of IT discussion coming to you directly from the HP Discover 2014 Conference in Las
Vegas.
I’m Dana Gardner; Principal Analyst at Interarbor Solutions, your host for this ongoing series of
HP sponsored discussions. Thanks again for listening, and come back next time.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Transcript of a BriefingsDirect podcast on how a managed service provider is using HP tools to
improve quality and speed modernization in application development. Copyright Interarbor
Solutions, LLC, 2005-2014. All rights reserved.
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