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DevOps Kaizen:
Finding and Fixing What is Really Behind Your Problems
© DTO Solutions, Inc.
v1.1
@damonedwards
Damon Edwards
DevOps Consulting
Automation Design
Tools
What’s the real difference between
high-performers and low-performers?
It’s the single most important skill for
any company to master…
The ability to improve.
a quick note about improvement…
The only problems that matter are those that
prevent the business from reaching its goals.
OpsDev
We are in business to give the customer...
• What they want
• When they want it
• At the lowest cost possible
OpsDev
DevOps Problems!
Ah-ha!
OpsDev Remove
Shorten
Lead Time
Feedback
Why aren’t most organizations
“good at getting better”?
Improvement already has a well known recipe:
Plan - Do - Study - Act (PDSA)
Other variants:
PDCA
OODA
W. Edwards Deming - 1950
© The Deming Institute
Then why hasn’t everyone followed the recipe?
Main culprit: the work isn’t visible
Photo credit: Doc Searls on Flickr
The “hands on the keyboard” experience
Photo credit: Doc Searls on Flickr
OpsDev
The “hands on the keyboard” experience
Photo credit: Doc Searls on Flickr
The “hands on the keyboard” experience
I can fix it!
Photo credit: Doc Searls on Flickr
Local optimization often hurts the system
The management experience: the mirage
Ah-ha!
The management experience: the reality
?
Ah-ha!
“Everything takes too long”
“Everyone is busy but not much is getting done”
“Things break, and then break again and again”
“All hands on deck and heroics to get anything done”
“Handoffs are painful. Lots of miscommunication and rewok”
?
Ah-ha!
The management experience: the reality
“Everything takes too long”
“Everyone is busy but not much is getting done”
“Things break, and then break again and again”
“All hands on deck and heroics to get anything done”
“Lots of miscommunication and rework”
?
Ah-ha!
Decisions are more of a (hopeful) educated guess
1. Make the work visible
1. Make the work visible
2. Align the organization
DevOps Kaizen
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
• Kaizen in DevOps context:
DevOps Kaizen
• “Kaizen”: Japanese word for improvement
• Modern business context:
• Continuous improvement
• Systematic, scientific-method approach
• Total engagement of the workforce
• Valuing small changes as much as large changes
• Kaizen in DevOps context:
• Continuously improve the flow of work through the full
value stream in order to improve customer outcomes
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
1. The will to make change happen
2. The resources to make change happen
3. Follow-through / clear obstacles
Leading the Improvement
1. The will to make change happen
2. The resources to make change happen
3. Follow-through / clear obstacles
Leading the Improvement
This (and only this) is what the
Kaizen Program Oversight Group
does!
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
This is where the work
becomes visible!
Map end-to-end process1
Include key process metrics:
Lead Time
Processing Time
Scrap Rate
Head Count
DevOps Kaizen: Retrospective Technique
Identify wastes, inefficiencies, bottlenecks
PD - Partially Done
TS - Task Switching
W - Waiting
M - Motion / Manual
D - Defects
EP - Extra Process
EF - Extra Features
HB - Heroics
Structured approach building on DevOps
adaptation of “7 deadly wastes” from Lean / Agile:
2
DevOps Kaizen: Retrospective Technique
Creative
Business
Release Engineering
Development
QA
Technical Operations
Program Management
L/T Lead time
P/T Process time
H/C Head count
S/R Scrap rate
D Defects
EP Extra processes
M Motion
PD Partially done
TS Task switching
W Waiting
Core business service delivery process
Current state value stream map
Development
Environments
Release
Build and deploy
QA
Environments
Performance
Environment
Staging
Environment
Production
Environment
Merge project
branch
Deploy to
Performance
Web Assets,
flows and
wireframes
Delta
features and
fixesSet of
service
branches
Documented
test plans
and cases
Request QA
build
Daily Scrum
meeting
Daily Scrum
meeting
Deployment
Meeting Business Systems
Support
Stan Walters
Change
Control
Project Manager
Erica Switzer
Change
request
Business Analyst
Erica Switzer
Steering
Committee
Erica Switzer
Full
Projects /
Expedites
Estimates
and
requirements
Technical
Specification
Deployment
Document
Change
Control Forms
RT tickets
Jira issues
Jira issues
Tested
packages
Development
Joe Harbaugh
L/T 8 weeks
P/T
H/C
S/R
4 weeks
5
25%
Develop
web assets
Bob McNulty
L/T 6 weeks
P/T
H/C
S/R
4 weeks
12
5%
Development
Build and deploy
Joe Harbaugh
L/T 2 days
P/T
H/C
S/R
4 hours
1
10%
Development
Integration testing
Joe Harbaugh
L/T 1 day
P/T
H/C
S/R
1 day
5
95%
Performance
testing
Deploy to
Production
Build test plan
Raj Lee
L/T 5 days
P/T
H/C
S/R
4 days
1
10%
Build test cases
Raj Lee
L/T 2 weeks
P/T
H/C
S/R
8 days
2
20%
Fernando Gomez
L/T 8 hours
P/T
H/C
S/R
7 hours
1
2%
Acceptance testing
Raj Lee
L/T 5 days
P/T
H/C
S/R
5 hours
2
10%
Feature testing
Raj Lee
L/T 4 weeks
P/T
H/C
S/R
2.5 weeks
4
20%
Allen Cannata
L/T 1 week
P/T
H/C
S/R
3 days
1
66%
RT tickets
Cut project branch
Chris Holmes
L/T 15 minutes
P/T
H/C
S/R
5 minutes
1
0%
Deploy to Staging
Frances Middleton
L/T 6 days
P/T
H/C
S/R
90 minutes
3
66%
Staging testing
Frances Middleton
L/T 1 week
P/T
H/C
S/R
3.5 days
4
66%
Allen Cannata
L/T 9 hours
P/T
H/C
S/R
8 hours
6
66%
Frances Middleton
L/T 6 days
P/T
H/C
S/R
90 minutes
3
66%
Fernando Gomez
L/T 30 minutes
P/T
H/C
S/R
30 minutes
1
33%
D
EP
Dx2
EP
Mx2
W
D
PD
Dx3
Mx3
TSx5 Dx2
Wx2 PDx4
EP
D
PDx3 Mx8
D
Wx2
PDx2
What should you be looking for?
• Long lead times (vs processing time)
• Request and approval queues
• Large batch sizes
• Human to human information transfer
• Scrap / Rework / “Backwash”
• Process or tooling inconsistency
• Manual deployment / configuration
• Reliance on manual testing / verification
• Injecting requirements late in the process
• Fixing in place (vs rebuilding)
• “Snowflake” servers and environments
• Manual dependency management
• Ad-hoc or unstructured artifact management
DevOps Kaizen: Retrospective Technique
Identify countermeasures
Countermeasures must be actionable, backlog ready.
Focus on short-term “baby steps”. Note broader, strategic
recommendations.
3
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Ops Requirements are Product Features
Performance, Stability, Configurability are all essential features for a successful product.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
Learn Fast, Fail Early
Verification tests catch problems early. Tests accumulate to build the “business immune system.
Shared Ops Visibility
Live visibility into apps/environments. Single page, simple shared conventions part of DoD
Standard Processes Making Standard Parts
Specs and recipes produce infrastructure and app components. No more “snowflakes”.
Ops Requirements are Product Features
Performance, Stability, Configurability are all essential features for a successful product.
Self-Service Operations
People consume operations services rather than opening tickets for others to do it for them.
Work in Small Batches
Work is planned and executed in small batches (made continuously and operations-ready early).
DevOps Kaizen: Behaviors to Encourage
DevOps Kaizen: Retrospective Technique
Create Improvement Storyboards (Kata Style)4
DevOps Kaizen: Planning Technique
Draw map in this direction
What are we going to do?
Who do we need to do it?
What do we need to do it?
What’s going to get in our way?
Parts Fulfillment Networks (a division of Parts Unlimited)
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
● “Customers find the problems before we do”
Parts Fulfillment Networks (a division of Parts Unlimited)
● “How do we protect the previous $2B in revenue while innovating
towards next $2B… without doubling the team?”
● Schedule slippage and cost of delay impacting customer
relationships
● Everybody looks busy (40+ concurrent projects) but nothing gets
done
● “We love doing things so much we do them 3 or 4 times”
● “Customers find the problems before we do”
● Business unit leaders pressuring to “route around” Core IT
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
UAT
US
UAT
Europe
PR
Extern
DNS
Create
Subnet
Firewall
Rules
Renegotiate
Create Build Out Doc
QA Test
DIT
US
UAT and PROD
UAT and PROD Server P
"Missing Routes"
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
M
M
PD
D
M
TS
PD
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Stand
Ops Health
Dashboard
Ops He
Dashbo
Ops Health
Dashboard
Stand
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets
Information Flow
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
UAT
US
UAT
Europe
PR
Extern
DNS
Create
Subnet
Firewall
Rules
Renegotiate
Create Build Out Doc
QA Test
DIT
US
UAT and PROD
UAT and PROD Server P
"Missing Routes"
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB
M
M
M
PD
D
M
TS
PD
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Stand
Ops Health
Dashboard
Ops He
Dashbo
Ops Health
Dashboard
Stand
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets
Information Flow
+ Work in small batches
+ Early Ops Involvement
+ Standardized Catalog
+ Plan and Design by Those Who Do
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
eate
oject
mate
kage
Systems
Networks
Security
Leads
Core Network
Provider
.ppt
BOM.
xls
Function
Specific
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Create Build Out Doc
QA Test
DIT
US
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
Create Ops
Tickets
App Dev and QA
App Specification
val
tment
imate
Data Setup
D
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
TS
D
D
PD
TS
W
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verific
Standard Parts
Ops Hea
Dashbo
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Standard Parts
~8 months before
implementation starts
(and information /
eate
oject
mate
kage
Systems
Networks
Security
Leads
Core Network
Provider
.ppt
BOM.
xls
Function
Specific
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Create Build Out Doc
QA Test
DIT
US
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
Create Ops
Tickets
App Dev and QA
App Specification
val
tment
imate
Data Setup
D
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
TS
D
D
PD
TS
W
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verific
Standard Parts
Ops Hea
Dashbo
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Standard Parts
~8 months before
implementation starts
(and information /
+ GTM/LTM in Early
Environments
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
Punchdown
Approvals
Parts Unlimited - High Availability for Acme Co.
Evaluate
Needs
Pro Serve
Leads
Share
Point
3 months
"Susan T."
VP of Vertical
Act Mgmt
"Pat"
Owner of
Acme Co
Act.
Acme Co.
Reqs
Cust.
Config
Pro Services
PM
Begin Contract
Negotiation
Evaluate Risk
for Deliveries to
SLA
Pro
Services
Legal
Ops
Reqs
"David"
Service Level Manager
Finance
Reporting
Project
Delivery
ExpectationBU
Owner
5 months total
Pro
Services
BA's
Write Specs for
Fulfillment
Share
Point
.doc
Discuss
Planning
Attendees
Project Kickoff
Meeting
Pro
Services
Ops
PM
App
Support
Share
Point
App
Support
Tickets
High Level
About Project
Estimate and
Priorities
"Linda"
Ops PM
Child
ticket
"Project
Estimate"
Create
Project
Estimate
Package
Systems
Networks
Security
Leads
Core Network
Provider
Share
Point
.ppt
BOM.
xls
Function
Specific
Project
Estimate
estimate
"BOM.xls"
Set
Timeline
Ops
PM
Project
Estimate
Judge
Costs &
Approval
App
Support
Partner BU
Business
Case
3 weeks
Create App
Spec
Share
Point
Tech Leads
Review App
Spec
Dev Leads
Pro Services
Pro
Services
PM
App
Spec.doc
Development
App Spec
Reqs
Status Updates
Availability
Pro
Services
Lead
Acme Co.
Share
Point
Create Build
Request
Project
Estimate
"Linda"
Ops PM
"Linda"
"Denis"
Ops PM
Add
Design
.xl
s
Ops
Engineer
"Chuck"
Ops
Specialists
1 month
Share
Point
Build.
xls
Create
Change
Tickets
> 100
Build.
xls
Ticket
System
Net
Facility
Cabling
Storage
"Linda"
Ops PM
RESET
DELIVERY
DATE!
Acme Co.
Fix
Tickets!
Senior
Ops
Engr
Create DB
Schema
Ops
DBA
Conflict
Resolution
3 weeks
BA
App
Dev
Net
Engr
Assign
Ticket
Ticket
System
Network
Ops
"Chris"
Ops
Engineer
Procure
Hardware
Procurement
SaaS
Install
Hardware
SA
Install OS
Version (2)
Jumpstart
Images
Ticket
System
Run Cabling
Ops
Stock
Clerk
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Cluster
Setup
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
UAT
US
UAT
Europe
PROD
US
PROD
Europe
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
Customer Sign
Off on Test
Plan
Acme Co.
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
(happened earlier)
1 Month
Create
Production
Readiness
Meeting
DR
Helpdesk
Team Leads
Apps
Ops PM
Share
Point
Ticket
System
Go
Live
Ops PM
Phone
Bridge
1 Week 2 Weeks
Turn off old
site
Run final
DB sync
Customer
uses new
VIP
Renegotiate
Create Build Out Doc
QA Test
DIT
US
4 hour windows
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
"Missing Routes"
PROD Deploy and QA
Create Ops
Tickets
App Dev and QA
App Specification
Financial Approval
and Project Commitment
Project Estimate
Sales and
Customer
Analysis
Sales and
Delivery Risk
Analysis
Data Setup
PD
M
W
PD
D
M
PD
PD
M
TS
D M TS
HB
HB M TS
D
PD
W
M
M
M
M
M
PD
D
M
M
M
PD
D
M
TS
D
W
TS
D
D
PD
W
TS
W
Ops
Requirements VerificationOps
Requirements
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Ops
Requirements
Standard Parts
Small
Batches
Verification
Small
Batches
Ops
Requirements
Verification
Verification
Standard Parts
Verification
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
Standard Parts
Reqs
Cust.
Config
App
Spec
Project EstimateProject
Estimate
Biz Case
Approval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before
implementation starts
(and information /
requirements still
incorrect or incomplete!)
Tickets Tickets
Tickets
Ad-Hoc
Emails
-Missing details
-New technical requirements
-Missing context
Information Flow
un Cabling
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
1 Month
Create
Production
Readiness
Meeting
DR
He
Te
Ap
O
4 hour windows
W
UAT Deploy and QA
UAT and PROD Network Config
"Missing Routes"
PROD Deploy and QA
HB M TS
D
PD
W
M
M
M
M
PD
D
M
M
D
W
TS
D
D
W
TS
W
Verification
n
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
un Cabling
Receive and
Tag
Create DB
VMs
(6)
Install
Hw Req
Creat App
servers
Solaris Zones
(10) Websphere
NFS
Write Data
Migration
Scripts
App
DBA
F5 Rules
Network
Ops
Pro
Services
External
DNS
SSL
Certificate
Create
VIP
Create
External IPCreate
Subnet
Firewall
Rules
Status
Event
Cust.
Config
POC
Ticket
System
Create UAT
Deploy
Ticket
Middleware (code)
DBA (SQL)
Network
Approvals
"Marvin"
Middleware
Ops
Deploy EAR
Retest
App
Configure to
the data
sources
Notify
recipient in
Ticket
System
Admin
01
NFS
UAT
Cust.
ConfigPOC
App Support
Pro Services
Build
Server
EAR copied (FTP)
Promote App
Dev
Smoke
Test
App
Support
Share
Point
Test
Script
Run
Functional
Test
Test Plan
.xls
or .doc
Pro
Services
BAWrite Test Plan
"Linda"
PM
Coordinate
Operational
Readiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB
Migration
Re-
Sync
DB
DBA
1 Month
Create
Production
Readiness
Meeting
DR
He
Te
Ap
O
4 hour windows
W
UAT Deploy and QA
UAT and PROD Network Config
"Missing Routes"
PROD Deploy and QA
HB M TS
D
PD
W
M
M
M
M
PD
D
M
M
D
W
TS
D
D
W
TS
W
Verification
n
Standard Parts
Standard Parts
Ops
Requirements
Verification
Ops
Requirements
Verification
Standard Parts
Ops Health
Dashboard
Ops Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops
Requirements
Ops Health
Dashboard
Verification
Standard Parts
+ Dev provide
verification script
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Elements of a DevOps Kaizen Program
DevOps Kaizen: Designed for the Enterprise Needs
DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
•Develop your existing staff in mass
DevOps Kaizen: Designed for the Enterprise Needs
•Scale improvement quickly
•Span multiple organizational boundaries
•Work with substantial numbers of legacy technologies
•Develop your existing staff in mass
•Be self-funding after initial seed investment
“No need for this. We’ve got a big project lined up that will
replace everything and solve our problems…”
The “Big Bang” Transformation Dream
Start
Finish
The “Big Bang” Transformation Reality
Start
Finish
Fear
Panic
Abort
Maybe
The “Big Bang” Transformation Reality
Start
Finish
Fear
Panic
Abort
Maybe
People revert to
legacy behaviors
“Big J” vs “Little J’s”
Start
Finish
Start
Finish
Big Bang Continuous Improvement
DevOps Kaizen: Let’s Recap!
Service
Delivery
Metrics
Kaizen
Program
Oversight
Planning
&
Retrospectives
Informs Informs
Countermeasures &
Blockers
Ah-ha!
OpsDev Remove
Shorten
Lead Time
Feedback
It’s about the business
Make the work visible Continuous Improvement
Actions to support improvement
@damonedwards
Damon Edwards
damon@dtosolutions.com

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DevOps Kaizen: Find and Fix What is Really Behind Your Problems

  • 1. DevOps Kaizen: Finding and Fixing What is Really Behind Your Problems © DTO Solutions, Inc. v1.1
  • 4. What’s the real difference between high-performers and low-performers?
  • 5. It’s the single most important skill for any company to master…
  • 6. The ability to improve.
  • 7. a quick note about improvement…
  • 8. The only problems that matter are those that prevent the business from reaching its goals.
  • 9. OpsDev We are in business to give the customer... • What they want • When they want it • At the lowest cost possible
  • 12. Why aren’t most organizations “good at getting better”?
  • 13. Improvement already has a well known recipe: Plan - Do - Study - Act (PDSA) Other variants: PDCA OODA W. Edwards Deming - 1950 © The Deming Institute
  • 14. Then why hasn’t everyone followed the recipe?
  • 15. Main culprit: the work isn’t visible
  • 16. Photo credit: Doc Searls on Flickr The “hands on the keyboard” experience
  • 17. Photo credit: Doc Searls on Flickr OpsDev The “hands on the keyboard” experience
  • 18. Photo credit: Doc Searls on Flickr The “hands on the keyboard” experience I can fix it!
  • 19. Photo credit: Doc Searls on Flickr Local optimization often hurts the system
  • 20. The management experience: the mirage Ah-ha!
  • 21. The management experience: the reality ? Ah-ha! “Everything takes too long” “Everyone is busy but not much is getting done” “Things break, and then break again and again” “All hands on deck and heroics to get anything done” “Handoffs are painful. Lots of miscommunication and rewok”
  • 22. ? Ah-ha! The management experience: the reality “Everything takes too long” “Everyone is busy but not much is getting done” “Things break, and then break again and again” “All hands on deck and heroics to get anything done” “Lots of miscommunication and rework”
  • 23. ? Ah-ha! Decisions are more of a (hopeful) educated guess
  • 24.
  • 25. 1. Make the work visible
  • 26. 1. Make the work visible 2. Align the organization
  • 28. DevOps Kaizen • “Kaizen”: Japanese word for improvement
  • 29. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context:
  • 30. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement
  • 31. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement • Systematic, scientific-method approach
  • 32. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement • Systematic, scientific-method approach • Total engagement of the workforce
  • 33. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement • Systematic, scientific-method approach • Total engagement of the workforce • Valuing small changes as much as large changes
  • 34. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement • Systematic, scientific-method approach • Total engagement of the workforce • Valuing small changes as much as large changes • Kaizen in DevOps context:
  • 35. DevOps Kaizen • “Kaizen”: Japanese word for improvement • Modern business context: • Continuous improvement • Systematic, scientific-method approach • Total engagement of the workforce • Valuing small changes as much as large changes • Kaizen in DevOps context: • Continuously improve the flow of work through the full value stream in order to improve customer outcomes
  • 39. 1. The will to make change happen 2. The resources to make change happen 3. Follow-through / clear obstacles Leading the Improvement
  • 40. 1. The will to make change happen 2. The resources to make change happen 3. Follow-through / clear obstacles Leading the Improvement This (and only this) is what the Kaizen Program Oversight Group does!
  • 43. Map end-to-end process1 Include key process metrics: Lead Time Processing Time Scrap Rate Head Count DevOps Kaizen: Retrospective Technique
  • 44. Identify wastes, inefficiencies, bottlenecks PD - Partially Done TS - Task Switching W - Waiting M - Motion / Manual D - Defects EP - Extra Process EF - Extra Features HB - Heroics Structured approach building on DevOps adaptation of “7 deadly wastes” from Lean / Agile: 2 DevOps Kaizen: Retrospective Technique
  • 45. Creative Business Release Engineering Development QA Technical Operations Program Management L/T Lead time P/T Process time H/C Head count S/R Scrap rate D Defects EP Extra processes M Motion PD Partially done TS Task switching W Waiting Core business service delivery process Current state value stream map Development Environments Release Build and deploy QA Environments Performance Environment Staging Environment Production Environment Merge project branch Deploy to Performance Web Assets, flows and wireframes Delta features and fixesSet of service branches Documented test plans and cases Request QA build Daily Scrum meeting Daily Scrum meeting Deployment Meeting Business Systems Support Stan Walters Change Control Project Manager Erica Switzer Change request Business Analyst Erica Switzer Steering Committee Erica Switzer Full Projects / Expedites Estimates and requirements Technical Specification Deployment Document Change Control Forms RT tickets Jira issues Jira issues Tested packages Development Joe Harbaugh L/T 8 weeks P/T H/C S/R 4 weeks 5 25% Develop web assets Bob McNulty L/T 6 weeks P/T H/C S/R 4 weeks 12 5% Development Build and deploy Joe Harbaugh L/T 2 days P/T H/C S/R 4 hours 1 10% Development Integration testing Joe Harbaugh L/T 1 day P/T H/C S/R 1 day 5 95% Performance testing Deploy to Production Build test plan Raj Lee L/T 5 days P/T H/C S/R 4 days 1 10% Build test cases Raj Lee L/T 2 weeks P/T H/C S/R 8 days 2 20% Fernando Gomez L/T 8 hours P/T H/C S/R 7 hours 1 2% Acceptance testing Raj Lee L/T 5 days P/T H/C S/R 5 hours 2 10% Feature testing Raj Lee L/T 4 weeks P/T H/C S/R 2.5 weeks 4 20% Allen Cannata L/T 1 week P/T H/C S/R 3 days 1 66% RT tickets Cut project branch Chris Holmes L/T 15 minutes P/T H/C S/R 5 minutes 1 0% Deploy to Staging Frances Middleton L/T 6 days P/T H/C S/R 90 minutes 3 66% Staging testing Frances Middleton L/T 1 week P/T H/C S/R 3.5 days 4 66% Allen Cannata L/T 9 hours P/T H/C S/R 8 hours 6 66% Frances Middleton L/T 6 days P/T H/C S/R 90 minutes 3 66% Fernando Gomez L/T 30 minutes P/T H/C S/R 30 minutes 1 33% D EP Dx2 EP Mx2 W D PD Dx3 Mx3 TSx5 Dx2 Wx2 PDx4 EP D PDx3 Mx8 D Wx2 PDx2 What should you be looking for? • Long lead times (vs processing time) • Request and approval queues • Large batch sizes • Human to human information transfer • Scrap / Rework / “Backwash” • Process or tooling inconsistency • Manual deployment / configuration • Reliance on manual testing / verification • Injecting requirements late in the process • Fixing in place (vs rebuilding) • “Snowflake” servers and environments • Manual dependency management • Ad-hoc or unstructured artifact management
  • 46. DevOps Kaizen: Retrospective Technique Identify countermeasures Countermeasures must be actionable, backlog ready. Focus on short-term “baby steps”. Note broader, strategic recommendations. 3
  • 47. DevOps Kaizen: Behaviors to Encourage
  • 48. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. DevOps Kaizen: Behaviors to Encourage
  • 49. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. Work in Small Batches Work is planned and executed in small batches (made continuously and operations-ready early). DevOps Kaizen: Behaviors to Encourage
  • 50. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. Standard Processes Making Standard Parts Specs and recipes produce infrastructure and app components. No more “snowflakes”. Work in Small Batches Work is planned and executed in small batches (made continuously and operations-ready early). DevOps Kaizen: Behaviors to Encourage
  • 51. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. Shared Ops Visibility Live visibility into apps/environments. Single page, simple shared conventions part of DoD Standard Processes Making Standard Parts Specs and recipes produce infrastructure and app components. No more “snowflakes”. Work in Small Batches Work is planned and executed in small batches (made continuously and operations-ready early). DevOps Kaizen: Behaviors to Encourage
  • 52. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. Shared Ops Visibility Live visibility into apps/environments. Single page, simple shared conventions part of DoD Standard Processes Making Standard Parts Specs and recipes produce infrastructure and app components. No more “snowflakes”. Ops Requirements are Product Features Performance, Stability, Configurability are all essential features for a successful product. Work in Small Batches Work is planned and executed in small batches (made continuously and operations-ready early). DevOps Kaizen: Behaviors to Encourage
  • 53. Learn Fast, Fail Early Verification tests catch problems early. Tests accumulate to build the “business immune system. Shared Ops Visibility Live visibility into apps/environments. Single page, simple shared conventions part of DoD Standard Processes Making Standard Parts Specs and recipes produce infrastructure and app components. No more “snowflakes”. Ops Requirements are Product Features Performance, Stability, Configurability are all essential features for a successful product. Self-Service Operations People consume operations services rather than opening tickets for others to do it for them. Work in Small Batches Work is planned and executed in small batches (made continuously and operations-ready early). DevOps Kaizen: Behaviors to Encourage
  • 54. DevOps Kaizen: Retrospective Technique Create Improvement Storyboards (Kata Style)4
  • 55. DevOps Kaizen: Planning Technique Draw map in this direction What are we going to do? Who do we need to do it? What do we need to do it? What’s going to get in our way?
  • 56. Parts Fulfillment Networks (a division of Parts Unlimited)
  • 57. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?”
  • 58. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?” ● Schedule slippage and cost of delay impacting customer relationships
  • 59. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?” ● Schedule slippage and cost of delay impacting customer relationships ● Everybody looks busy (40+ concurrent projects) but nothing gets done
  • 60. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?” ● Schedule slippage and cost of delay impacting customer relationships ● Everybody looks busy (40+ concurrent projects) but nothing gets done ● “We love doing things so much we do them 3 or 4 times”
  • 61. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?” ● Schedule slippage and cost of delay impacting customer relationships ● Everybody looks busy (40+ concurrent projects) but nothing gets done ● “We love doing things so much we do them 3 or 4 times” ● “Customers find the problems before we do”
  • 62. Parts Fulfillment Networks (a division of Parts Unlimited) ● “How do we protect the previous $2B in revenue while innovating towards next $2B… without doubling the team?” ● Schedule slippage and cost of delay impacting customer relationships ● Everybody looks busy (40+ concurrent projects) but nothing gets done ● “We love doing things so much we do them 3 or 4 times” ● “Customers find the problems before we do” ● Business unit leaders pressuring to “route around” Core IT
  • 63. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 64. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 65. Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere UAT US UAT Europe PR Extern DNS Create Subnet Firewall Rules Renegotiate Create Build Out Doc QA Test DIT US UAT and PROD UAT and PROD Server P "Missing Routes" Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M M M PD D M TS PD Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Stand Ops Health Dashboard Ops He Dashbo Ops Health Dashboard Stand Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Information Flow
  • 66. Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere UAT US UAT Europe PR Extern DNS Create Subnet Firewall Rules Renegotiate Create Build Out Doc QA Test DIT US UAT and PROD UAT and PROD Server P "Missing Routes" Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M M M PD D M TS PD Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Stand Ops Health Dashboard Ops He Dashbo Ops Health Dashboard Stand Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Information Flow + Work in small batches + Early Ops Involvement + Standardized Catalog + Plan and Design by Those Who Do
  • 67. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 68. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 69. eate oject mate kage Systems Networks Security Leads Core Network Provider .ppt BOM. xls Function Specific Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Create Build Out Doc QA Test DIT US UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" Create Ops Tickets App Dev and QA App Specification val tment imate Data Setup D PD M TS D M TS HB HB M TS D PD W M M M M M PD D M TS D D PD TS W Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verific Standard Parts Ops Hea Dashbo Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Standard Parts ~8 months before implementation starts (and information /
  • 70. eate oject mate kage Systems Networks Security Leads Core Network Provider .ppt BOM. xls Function Specific Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Create Build Out Doc QA Test DIT US UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" Create Ops Tickets App Dev and QA App Specification val tment imate Data Setup D PD M TS D M TS HB HB M TS D PD W M M M M M PD D M TS D D PD TS W Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verific Standard Parts Ops Hea Dashbo Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Standard Parts ~8 months before implementation starts (and information / + GTM/LTM in Early Environments
  • 71. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 72. Punchdown Approvals Parts Unlimited - High Availability for Acme Co. Evaluate Needs Pro Serve Leads Share Point 3 months "Susan T." VP of Vertical Act Mgmt "Pat" Owner of Acme Co Act. Acme Co. Reqs Cust. Config Pro Services PM Begin Contract Negotiation Evaluate Risk for Deliveries to SLA Pro Services Legal Ops Reqs "David" Service Level Manager Finance Reporting Project Delivery ExpectationBU Owner 5 months total Pro Services BA's Write Specs for Fulfillment Share Point .doc Discuss Planning Attendees Project Kickoff Meeting Pro Services Ops PM App Support Share Point App Support Tickets High Level About Project Estimate and Priorities "Linda" Ops PM Child ticket "Project Estimate" Create Project Estimate Package Systems Networks Security Leads Core Network Provider Share Point .ppt BOM. xls Function Specific Project Estimate estimate "BOM.xls" Set Timeline Ops PM Project Estimate Judge Costs & Approval App Support Partner BU Business Case 3 weeks Create App Spec Share Point Tech Leads Review App Spec Dev Leads Pro Services Pro Services PM App Spec.doc Development App Spec Reqs Status Updates Availability Pro Services Lead Acme Co. Share Point Create Build Request Project Estimate "Linda" Ops PM "Linda" "Denis" Ops PM Add Design .xl s Ops Engineer "Chuck" Ops Specialists 1 month Share Point Build. xls Create Change Tickets > 100 Build. xls Ticket System Net Facility Cabling Storage "Linda" Ops PM RESET DELIVERY DATE! Acme Co. Fix Tickets! Senior Ops Engr Create DB Schema Ops DBA Conflict Resolution 3 weeks BA App Dev Net Engr Assign Ticket Ticket System Network Ops "Chris" Ops Engineer Procure Hardware Procurement SaaS Install Hardware SA Install OS Version (2) Jumpstart Images Ticket System Run Cabling Ops Stock Clerk Receive and Tag Create DB VMs (6) Install Hw Req Cluster Setup Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA UAT US UAT Europe PROD US PROD Europe F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan Customer Sign Off on Test Plan Acme Co. "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA (happened earlier) 1 Month Create Production Readiness Meeting DR Helpdesk Team Leads Apps Ops PM Share Point Ticket System Go Live Ops PM Phone Bridge 1 Week 2 Weeks Turn off old site Run final DB sync Customer uses new VIP Renegotiate Create Build Out Doc QA Test DIT US 4 hour windows W UAT Deploy and QA Go Live .xls Go Live .xls UAT and PROD Network Config UAT and PROD Server Provisioning "Missing Routes" PROD Deploy and QA Create Ops Tickets App Dev and QA App Specification Financial Approval and Project Commitment Project Estimate Sales and Customer Analysis Sales and Delivery Risk Analysis Data Setup PD M W PD D M PD PD M TS D M TS HB HB M TS D PD W M M M M M PD D M M M PD D M TS D W TS D D PD W TS W Ops Requirements VerificationOps Requirements Verification Small Batches Ops Requirements Verification Verification Ops Requirements Standard Parts Small Batches Verification Small Batches Ops Requirements Verification Verification Standard Parts Verification Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Ops Health Dashboard Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Requirements Ops Health Dashboard Verification Standard Parts Standard Parts Reqs Cust. Config App Spec Project EstimateProject Estimate Biz Case Approval Build Doc Design & Spec Project Plan Tickets ~8 months before implementation starts (and information / requirements still incorrect or incomplete!) Tickets Tickets Tickets Ad-Hoc Emails -Missing details -New technical requirements -Missing context Information Flow
  • 73. un Cabling Receive and Tag Create DB VMs (6) Install Hw Req Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA 1 Month Create Production Readiness Meeting DR He Te Ap O 4 hour windows W UAT Deploy and QA UAT and PROD Network Config "Missing Routes" PROD Deploy and QA HB M TS D PD W M M M M PD D M M D W TS D D W TS W Verification n Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Health Dashboard Verification Standard Parts
  • 74. un Cabling Receive and Tag Create DB VMs (6) Install Hw Req Creat App servers Solaris Zones (10) Websphere NFS Write Data Migration Scripts App DBA F5 Rules Network Ops Pro Services External DNS SSL Certificate Create VIP Create External IPCreate Subnet Firewall Rules Status Event Cust. Config POC Ticket System Create UAT Deploy Ticket Middleware (code) DBA (SQL) Network Approvals "Marvin" Middleware Ops Deploy EAR Retest App Configure to the data sources Notify recipient in Ticket System Admin 01 NFS UAT Cust. ConfigPOC App Support Pro Services Build Server EAR copied (FTP) Promote App Dev Smoke Test App Support Share Point Test Script Run Functional Test Test Plan .xls or .doc Pro Services BAWrite Test Plan "Linda" PM Coordinate Operational Readiness Testing UAT PROD Acme Co. Testing Repeated in Prod Middleware DB Migration Re- Sync DB DBA 1 Month Create Production Readiness Meeting DR He Te Ap O 4 hour windows W UAT Deploy and QA UAT and PROD Network Config "Missing Routes" PROD Deploy and QA HB M TS D PD W M M M M PD D M M D W TS D D W TS W Verification n Standard Parts Standard Parts Ops Requirements Verification Ops Requirements Verification Standard Parts Ops Health Dashboard Ops Health Dashboard Standard Parts Verification Verification Verification Ops Requirements Ops Health Dashboard Verification Standard Parts + Dev provide verification script
  • 76. DevOps Kaizen: Designed for the Enterprise Needs
  • 77. DevOps Kaizen: Designed for the Enterprise Needs •Scale improvement quickly
  • 78. DevOps Kaizen: Designed for the Enterprise Needs •Scale improvement quickly •Span multiple organizational boundaries
  • 79. DevOps Kaizen: Designed for the Enterprise Needs •Scale improvement quickly •Span multiple organizational boundaries •Work with substantial numbers of legacy technologies
  • 80. DevOps Kaizen: Designed for the Enterprise Needs •Scale improvement quickly •Span multiple organizational boundaries •Work with substantial numbers of legacy technologies •Develop your existing staff in mass
  • 81. DevOps Kaizen: Designed for the Enterprise Needs •Scale improvement quickly •Span multiple organizational boundaries •Work with substantial numbers of legacy technologies •Develop your existing staff in mass •Be self-funding after initial seed investment
  • 82. “No need for this. We’ve got a big project lined up that will replace everything and solve our problems…”
  • 83. The “Big Bang” Transformation Dream Start Finish
  • 84. The “Big Bang” Transformation Reality Start Finish Fear Panic Abort Maybe
  • 85. The “Big Bang” Transformation Reality Start Finish Fear Panic Abort Maybe People revert to legacy behaviors
  • 86. “Big J” vs “Little J’s” Start Finish Start Finish Big Bang Continuous Improvement
  • 87. DevOps Kaizen: Let’s Recap! Service Delivery Metrics Kaizen Program Oversight Planning & Retrospectives Informs Informs Countermeasures & Blockers Ah-ha! OpsDev Remove Shorten Lead Time Feedback It’s about the business Make the work visible Continuous Improvement Actions to support improvement