devopsdays Stockholm Ignite talk: Aligning DevOps with Enterprise-scale customer support

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Devopsdays Stockholm Ignite talk. Summary: As DevOps grows within enterprises, products begin to be assimilated into mainstream user support processes, and DevOps teams find themselves in the traditional 3-tier support team structure. Problems arise because of fundamental inconsistencies between DevOps philosophy and the 3-tier structure. This presentation proposes Swarming as a better option, enabling DevOps to align more seamlessly into the enterprise, and ensuring that support issues have a minimal impact on innovation.

Technology

Aligning DevOps with Enterprise-scale
customer support:
Swarming, ChatOps and more
Jon Hall
Principal Product Manager, BMC
Devopsdays Stockholm 2017
@jonhall_

DevOps adoption in established enterprises
“Startup-like”
teams formed.
New products,
Ad-hoc support.
Enterprise ITSM “adopts”
frontline support.

“The enterprise space doesn’t move slowly because
they’re stupid, or they hate technology.
It’s because they have users”
—Luke Kanies, Puppet Founder, Configuration Management Camp 2015, Belgium.

LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
Classic “Tiered” Support Structure

LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
When tickets
eventually escalate…
…they frequently
bounce back for
clarification

LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 2 SUPPORT
SUBJECT MATTER EXPERT
The system encourages “heroes” (not in a good way)

It’s not very DevOps!
• Work-in-progress queues
• Asynchronous communication
• Single role teams
• Individual burnout
• Poor knowledge transfer

Tiered “Funnel”
• Siloes & Hierarchies
• Directed
• Linear, rigid
• Measured on activity
Intelligent Swarming
Network
Collaborative
Dynamic, loopy
Measured by value creation
Enter “Swarming”…

Severity 1 Swarm – “Rapid Responders”
Severity 1 Swarm
PrioritiseNew issues

Swarm lead
Communications
Other members
Research, coordinate, test
• 3 agents, 1-week rotation
• Respond immediately
• Fix as soon as possible
Severity 1 Swarm – “Rapid Responders”

Dispatch Swarm - “Cherry Pickers”
Specialist Product Teams
Severity 1 Swarm
Dispatch Swarm
Prioritise

Dispatch Swarm – “Cherry pickers”
• Meet hourly (ChatOps)
• Fix immediately resolvable stuff
• Validate other tickets and assign
Experienced
analyst
Less-experienced
analyst

Backlog Swarms – Global fixers of troublesome issues
Local Specialist Product Teams
Backlog Swarm Backlog Swarm Backlog Swarm
Local Specialist Product Teams

Backlog Swarms – Global fixers of troublesome issues
• Meet Weekly
• ChatOps
• Focus on challenging issues
Experienced analysts Product line specialists (e.g. devs)

That’s more like it!
• Autonomy (guidelines, not rules)
• Knowledge transfer and skills development
• ChatOps, not email
• Prevents accumulation of queued work
• Protects individuals from burnout

• 25% median resolution time improvement
• Customer satisfaction up 8 points
• More issues closed in <2 days
• Significant reduction in backlogs
• 50% faster onboarding
• Freed resources for innovative offerings
Early results

“I have probably doubled my knowledge of the
products in a year because of Swarming, and I
have been here a long time”
- Senior Support Analyst

medium.com/@jonhall_serviceinnovation.org/intelligent-swarming
Some more information

How BMC replaced the traditional tiered, hierarchical support team structure with Swarming, to deliver faster results, better collaboration, and quicker staff development. References: CONSORTIUM FOR SERVICE INNOVATION: Intelligent Swarming: Considerations for Starting Out http://www.serviceinnovation.org/included/docs/start_swarming.pdf (via http://www.serviceinnovation.org/intelligent-swarming/) CISCO: Digital Swarming -The Next Model for Distributed Collaboration and Decision Making http://s3.amazonaws.com/connected_republic/attachments/4/Digital_Swarming_EB_0812c_FINAL.pdf

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The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development. The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers: State of global ICS asset and network exposure Sectoral targets and attacks as well as the cost of ransom Global APT activity, AI usage, actor and tactic profiles, and implications Rise in volumes of AI-powered cyberattacks Major cyber events in 2024 Malware and malicious payload trends Cyberattack types and targets Vulnerability exploit attempts on CVEs Attacks on counties – USA Expansion of bot farms – how, where, and why In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East Why are attacks on smart factories rising? Cyber risk predictions Axis of attacks – Europe Systemic attacks in the Middle East Download the full report from here: https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/

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devopsdays Stockholm Ignite talk: Aligning DevOps with Enterprise-scale customer support

1. Aligning DevOps with Enterprise-scale customer support: Swarming, ChatOps and more Jon Hall Principal Product Manager, BMC Devopsdays Stockholm 2017 @jonhall_

2. DevOps adoption in established enterprises “Startup-like” teams formed. New products, Ad-hoc support. Enterprise ITSM “adopts” frontline support.

3. “The enterprise space doesn’t move slowly because they’re stupid, or they hate technology. It’s because they have users” —Luke Kanies, Puppet Founder, Configuration Management Camp 2015, Belgium.

4. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT Classic “Tiered” Support Structure

5. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT Escalation Escalation Classic “Tiered” Support Structure

6. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT …when the answer is here… …or here. Issues may spend time here

7. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS When tickets eventually escalate… …they frequently bounce back for clarification

8. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT LEVEL 3 SPECIALISTS LEVEL 2 SUPPORT SUBJECT MATTER EXPERT The system encourages “heroes” (not in a good way)

9. It’s not very DevOps! • Work-in-progress queues • Asynchronous communication • Single role teams • Individual burnout • Poor knowledge transfer

10. Tiered “Funnel” • Siloes & Hierarchies • Directed • Linear, rigid • Measured on activity Intelligent Swarming Network Collaborative Dynamic, loopy Measured by value creation Enter “Swarming”…

11. Severity 1 Swarm – “Rapid Responders” Severity 1 Swarm PrioritiseNew issues

12. Swarm lead Communications Other members Research, coordinate, test • 3 agents, 1-week rotation • Respond immediately • Fix as soon as possible Severity 1 Swarm – “Rapid Responders”

13. Dispatch Swarm - “Cherry Pickers” Specialist Product Teams Severity 1 Swarm Dispatch Swarm Prioritise

14. Dispatch Swarm – “Cherry pickers” • Meet hourly (ChatOps) • Fix immediately resolvable stuff • Validate other tickets and assign Experienced analyst Less-experienced analyst

15. Backlog Swarms – Global fixers of troublesome issues Local Specialist Product Teams Backlog Swarm Backlog Swarm Backlog Swarm Local Specialist Product Teams

16. Backlog Swarms – Global fixers of troublesome issues • Meet Weekly • ChatOps • Focus on challenging issues Experienced analysts Product line specialists (e.g. devs)

17. That’s more like it! • Autonomy (guidelines, not rules) • Knowledge transfer and skills development • ChatOps, not email • Prevents accumulation of queued work • Protects individuals from burnout

18. • 25% median resolution time improvement • Customer satisfaction up 8 points • More issues closed in <2 days • Significant reduction in backlogs • 50% faster onboarding • Freed resources for innovative offerings Early results

19. “I have probably doubled my knowledge of the products in a year because of Swarming, and I have been here a long time” - Senior Support Analyst

20. medium.com/@jonhall_serviceinnovation.org/intelligent-swarming Some more information

Editor's Notes

No more assignment to individuals
No more assignment to individuals

devopsdays Stockholm Ignite talk: Aligning DevOps with Enterprise-scale customer support

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Editor's Notes