Beyond DevOps: User-Centered IT

+Jeff Sussna, Ingineering.IT Beyond DevOps: User-April 15, 2012 Centered IT

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 AdoptionCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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  KnowledgeCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 processesCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 timeCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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.

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 functionCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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. Todays 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 FranciscoCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 changeCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 needCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 grailCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 NVACopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 functionalityCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 SupportCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 baysCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 rightCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 thinkingCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 improvementCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 businessCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 educatingCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 monkeysCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 reactiveCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 qualityCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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 organizationCopyright © 2012 Ingineering.IT, LLC. All Rights Reserved.

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Beyond DevOps: User-Centered IT

by Jeff Sussna

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