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Similaire à Beyond DevOps: User-Centered IT
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Beyond DevOps: User-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.
- 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.