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Devopsdays Edinburgh 2017 - Ignite talk - Swarming

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"Aligning DevOps and IT Support in the Enterprise, Through Intelligent Swarming" - Presented at Devopsdays Edinburgh 2017 as an "Ignite" (5 minute) talk

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Devopsdays Edinburgh 2017 - Ignite talk - Swarming

  1. 1. Aligning DevOps and IT Support in the Enterprise, Through Intelligent Swarming Jon Hall Principal Product Manager, BMC Devopsdays Edinburgh 2017 @jonhall_
  2. 2. DevOps adoption in established enterprises “Startup-like” teams formed. New products, Ad-hoc support. Enterprise ITSM “adopts” frontline support.
  3. 3. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT Classic “Tiered” Support Structure
  4. 4. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT Escalation Escalation Classic “Tiered” Support Structure
  5. 5. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT …when the answer is here… …or here. Issues may spend time here
  6. 6. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS When tickets eventually escalate… …they frequently bounce back
  7. 7. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT LEVEL 3 SPECIALISTS LEVEL 2 SUPPORT SUBJECT MATTER EXPERT The system encourages “heroes” (not in a good way)
  8. 8. It’s not very DevOps! • Work-in-progress queues • Asynchronous communication • Single role teams • Individual burnout • Poor knowledge transfer
  9. 9. Tiered “Funnel” • Siloes & Hierarchies • Directed • Linear, rigid • Measured on activity Intelligent Swarming Dynamic network Collaborative Dynamic, loopy Measured by value Enter “Swarming”…
  10. 10. Severity 1 Swarm – “Rapid Responders” Severity 1 Swarm PrioritiseNew issues
  11. 11. Swarm lead Communications Other members Research, coordinate, test • 3 agents, 1-week rotation • Respond immediately • Fix as soon as possible Severity 1 Swarm – “Rapid Responders”
  12. 12. Dispatch Swarm - “Cherry Pickers” Specialist Product Teams Severity 1 Swarm Dispatch Swarm Prioritise
  13. 13. Dispatch Swarm – “Cherry pickers” • Meet hourly (ChatOps) • Fix immediately resolvable stuff • Validate other tickets and assign Experienced analyst Less-experienced analyst
  14. 14. Backlog Swarms – Global fixers of troublesome issues Local Specialist Product Teams Backlog Swarm Backlog Swarm Backlog Swarm Local Specialist Product Teams
  15. 15. Backlog Swarms – Global fixers of troublesome issues • Meet Weekly • ChatOps • Focus on challenging issues Experienced analysts Product line specialists (e.g. devs)
  16. 16. • Suggest Swarm participants based on contributions • Encourage and reward • Learn from each interaction • Improve reliance of next interaction Making it Intelligent
  17. 17. A much better fit for DevOps! • Autonomy (guidelines, not rules) • Knowledge & skill development • ChatOps, not email • Prevents work queue buildup • Protects individuals from burnout
  18. 18. • 25% median resolution time improvement • Cust.sat. +8 points • More issues closed in under 2 days • Significant backlogs reduction • 50% faster onboarding • Freed people to innovate Results at BMC
  19. 19. “I have probably doubled my knowledge of the products in a year because of Swarming, and I have been here a long time” - Senior Support Analyst at BMC
  20. 20. medium.com/@jonhall_serviceinnovation.org/intelligent-swarming Some more information

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