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Case Study: Western Union Takes Grass Roots Approach to Achieve DevOps Transformation

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Western Union, a 160 year old company that, at times, can look more like a dinosaur than a unicorn, recognized the need to modernize its software delivery practices. The Western Union shared-service Enterprise IT Operations team took a grass roots approach, starting small and measurable. The team used deployment automation as a foundational technology and as a lever to open the door for broader conversations with its dev partners. This session details how Western Union is building partnerships and driving outside-the-box thinking to execute to a DevOps vision. Its journey is not complete, but you will hear about the marked results thus far and how Western Union is gaining momentum with internal partners.

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Case Study: Western Union Takes Grass Roots Approach to Achieve DevOps Transformation

  1. 1. Case Study: Western Union Takes Grass Roots Approach to Achieve DevOps Transformation Charles Nelles DevOps: Continuous Delivery Western Union Director of IT Operational Support DO4T11S @Cnelles #CAWorld
  2. 2. 2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract Western Union, a 160 year old company that, at times, can look more like a dinosaur than a unicorn, recognized the need to modernize its software delivery practices. The Western Union shared-service Enterprise IT Operations team took a grass roots approach, starting small and measurable. The team used deployment automation as a foundational technology and as a lever to open the door for broader conversations with its dev partners. This session details how Western Union is building partnerships and driving outside-the-box thinking to execute to a DevOps vision. Its journey is not complete, but you will hear about the marked results thus far and how Western Union is gaining momentum with internal partners. Charles Nelles Western Union Director of IT Operational Support
  3. 3. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Agenda INTRODUCTION & OUTCOMES BACKGROUND PHASE VI RULES AND MINDS PHASE I REALIZATION PHASE II FIND A LEVER PHASE III FIND A PARTNER 1 2 3 4 5 6 CLOSING7
  4. 4. Outcomes HOPE ENERGY PERSPECTIVE TOOLS Something to Take Home
  5. 5. CHARLES NELLES My Backstory Ops IT Infrastructure & Operations for 20+ Years Process Guy - 10+ Years ITIL ITSM Consulting Highly Regulated - HIPAA, HCFA, SOX, FDA, PCI 6 Years with Western Union Shared Services Model - Ops & ITSM
  6. 6. AVERAGE AGE 13 | COMBINED AGE 76 Deploys per millisecond! Developers on call!Extra Sensory Monitoring! 9 YRS 7 YRS10 YRS21 YRS 11 YRS18 YRS Age of the Unicorn
  7. 7. 0 300000 600000 900000 1200000 Western Union: Dinosaur? Focused on Growth by AcquisitionMix of Old & New Dev vs Ops Rift Silo Thinking FOUNDED IN 1865 | 164 YEARS OLD
  8. 8. Western Union: Return to Values MODERN LEADERSHIP TRANSFORMATION Customer At The Center
  9. 9. Phase I: Realization THINGS ARE NOT OPTIMAL FIND YOUR CONSTRAINTS (I know Brent & Herbie) REALITY CHECK (There was once a Stonecutter) GET THE RIGHT PERSPECTIVE
  10. 10. SUBOPTIMAL EXPECTATIONS Three pushes to deploy an application (taking 10 or more hours) is NOT the best we can do!
  11. 11. Finding Your Constraints But removing one bottleneck will reveal others! MEET BRENT & HERBIE (YOUR BOTTLENECKS)
  12. 12. Reality Check There once was a stone cutter… Moral: The stone cutter can shape the immovable rock—and so can you. SUNWIND STONE STONE CUTTER KING
  13. 13. Getting the Right Perspective
  14. 14. WHAT DO YOU CONTROL? DATA OR GTHO! Phase II: Find a Lever, Any Lever “Do nothing that is of no use”2 “To rid yourself of old patterns, focus all your energy not on struggling with the old, but on building the new.”1 AUTOMATION
  15. 15. What Do You Control? w w w w w ww w w w w w DBA MonitoringNetwork Deployments Development QA DBA Monitoring Network QA You w HELP! Take Pity! w w w w w w w w w w w w w w
  16. 16. COMPLEXITY TIME Components Component 1 Component 2 Component 3 Component 4 Component 5 Totals Manual Steps Manual Time Automated Time 35 minutes 10 minutes 35 minutes 35 minutes 5 minutes 2 hours* 10 x 2 DC = 20 5 x 16 Instances = 80 4 x 16 Instances = 64 11 x 16 Instances = 176 4 x 4 Instances = 12 357 steps 7 minutes 2 minutes 4 minutes 2 minutes 3 minutes 18 minutes* Reduction in Time Reduction in Steps 97% 85% Automated Steps Data Is Currency! 11 steps Release Automation
  17. 17. Phase III: Find a Partner, Any Partner INTERNAL MATCH MAKING VENDORS THAT BRING VALUE
  18. 18. Finding the Right Internal Partners WHO’S ALREADY PAYING ATTENTION? WHO’S A GOOD COLLABORATOR? CHOOSE WISELY! Safe to fail fast, no finger pointing NOT THIS GUY HELP THIS GUY FIRST
  19. 19. Vendor Value TRUST WORKING TOWARD SAME GOAL LEVERAGE ADVANTAGES SCOPED TO YOUR NEEDS
  20. 20. Phase IV: Bend Rules and Minds RESPECT YOUR FREEDOM UNDERSTAND THE RULES AND PRINCIPLES IMAGINE IF WE COULD…WHAT WOULD THAT LOOK LIKE? CHALLENGE PEOPLE AS PARTNERS NOT ADVERSARIES
  21. 21. Find the Right Balance PANDILERIUM WAY TOO MUCH STARCH!
  22. 22. WHAT IF?
  23. 23. Find the Right Approach Always Never VP Approval Cut Off Mandatory Forms Passes No Bias Method Ideals Goals Achieve Collaboration Philosophy Yes, Bias RULES PRINCIPLESvs
  24. 24. Challenge Your Teammates AS TEAMMATES!  Hey could we?  Do you think?  It doesn’t hurt to ask! NOT ADVERSARIES!  They won’t let us!  They’ll never go for that!  If you guys would just….
  25. 25. Be Like Water “You must be shapeless, formless, like water. When you pour water in a cup, it becomes the cup. When you pour water in a bottle, it becomes the bottle. When you pour water in a teapot, it becomes the teapot. Water can drip and it can crash. Become like water my friend.” —Bruce Lee—
  26. 26. 26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Q & A
  27. 27. 27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME DO4T06S Vision and Roadmap: Learn How Application Release Solutions Help You Lead the Way 11/18/2015 at 2:00 pm DO4T33T Tech Talk: Evolve from Continuous Integration to Continuous Delivery 11/19/2015 at 12:15 pm DO4T35T Tech Talk: Integrate Infrastructure Configuration Management with Release Automation for the Best of Both Worlds 11/19/2015 at 2:00 pm
  28. 28. 28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Must See Demos CA Release Automation CA Release Automation Theater 4 Cloud & SaaS Deployments CA Release Automation Theater 4 CA RA Rapid Dev. Kit, SDK CA Release Automation Theater 4 Integrations CA Release Automation Theater 4
  29. 29. 29 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Follow On Conversations At… Smart Bar CA Release Automation Theater 4 Tech Talks CA Release Automation Theater 4
  30. 30. References 1. 2006 (Revised Edition Copyright 2000), Way of the Peaceful Warrior: A Book that Changes Lives by Dan Millman, Quote Page 105, H J Kramer, Inc., Tiburon, California, New World Library, Novato, California. 2. Circa 1645, The Book of Five Rings, Miyamoto Musashi
  31. 31. 31 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD © 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation
  32. 32. 32 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For More Information To learn more, please visit: http://cainc.to/Nv2VOe CA World ’15

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