DevOpsDays Seattle - Self-Service Ignite

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Lowell Young discusses enabling self-service for developers through automation. He advocates automating approval processes, giving users ownership over access, and automating everything that can be automated to reduce overhead. He highlights tools like single sign-on, GitHub apps, messaging bots, and cloud infrastructure that can help achieve effective self-service and discusses clarifying user interfaces, empowering users, and automating on-boarding, authorization and other processes. The goal is to get out of developers' way and make everything easy through self-service.

Engineering

Lowell Young
Director, Delivery Pipeline @ SAP Concur
DevOpsDays Seattle; April, 2019
DevOps begins
with Self-Service

2
“Get out of the way of your
developers or lose them to
someone who will.”
- Adrian Cockcroft
Internal Services Impact Culture

4
Submit a ticket
• What system?
• What type of ticket?
• What details?
Wait for it…
• Approval
• Processing
• Queue
• Time zone
• Minutes / hours /
days
Administration
• Owner approves
access
• Manager approves
access
• Admin grants access
Follow step by step
• Every step should be
a backlog item for
automation
• User interpreted
steps cause issues
How do you get what you need?

5
What is your name? What is your quest?

7
• SSO
• Distributed
administration
• Creator = Owner
• Developer focused
• SSO
• Role permissions
• API driven design
• Developer focused
• SSO
• Global profiles
• Creator = Owner
• Developer focused
• Ease of use
• SSO
• Matrix permissions
• Build your own
• Developer focused
Common Attributes?

9
Automate everything, backlog less frequent items
• Mine data regarding user and actions
• Automate approval touch points for ease of use
• Feedback, tell the user everything you did
Give users ownership over access
• Keep least privilege in mind
• Distributed overhead
• Backlog each item for an automated option
Automate, Automate, Automate…

11
Observe Engineers in their Natural Habitat

12
Installation
• Intent
• Context
• One (or none) button
push
Support
• Helper bots
• Automated emails
• Alerting
• Monitoring
• Knowledge base
• FAQ
Everything as code
• Configuration
• Infrastructure
• Policy
• Approval
• Change management
Orchestration
• Trigger on commit
• Context by branch
• Standardized
structure
Opportunities to Automate

14
Document
• Dos & don’ts
• Share your code
• How to
• FAQ
Engage
• Office hours
• Social messaging
• E-mail
• Help others help themselves
Educate
• Lectures
• Videos
• Examples
• Help others help themselves
Traditional Self-Service Enablement

15
Single Sign On
• Reduce
administrative
overhead
• Least privilege
access
• Integrated
authorization
• Ease of use
• Consistent user
experience

16
GitHub Apps
• Fully encapsulated
• Easy to install
• Context driven
• GitHub Checks
• Developer centric
• Predefined interface
• Code driven

17
Messaging Bots
• Interactive dialog
• Standardize
communication
• White glove user
experience
• ChatOps
• Modal dialogs
• User input

18
Cloud Provider
• Immutable
infrastructure
• Scale on demand
• Services on demand
• Infrastructure as code
• Self-service
• Transparency into
cost
• Containers
• Serverless

19
Clarify the user interface
• Installation
• Authorization
• Notification
Empower while you enable
• Share the burden of
responsibility
• Empower business units to
take control of their own fate (if
they accept it)
Automate everything (you can)
• On-boarding
• Authorization
• Traceability
• Policy
Self-Service Summarized

Lowell Young, SAP Concur
onebuttonlowell@gmail.com; Lowell.Young@SAP.com
https://www.linkedin.com/in/lowell-young
We are hiring: https://jobs.sap.com/
Learn more at concur.com
Follow all of SAP Concur

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DevOpsDays Seattle - Self-Service Ignite

1. Lowell Young Director, Delivery Pipeline @ SAP Concur DevOpsDays Seattle; April, 2019 DevOps begins with Self-Service

2. 2 “Get out of the way of your developers or lose them to someone who will.” - Adrian Cockcroft Internal Services Impact Culture

3. Self Service

4. 4 Submit a ticket • What system? • What type of ticket? • What details? Wait for it… • Approval • Processing • Queue • Time zone • Minutes / hours / days Administration • Owner approves access • Manager approves access • Admin grants access Follow step by step • Every step should be a backlog item for automation • User interpreted steps cause issues How do you get what you need?

5. 5 What is your name? What is your quest?

6. 6 Delivery Pipeline @ SAP Concur

7. 7 • SSO • Distributed administration • Creator = Owner • Developer focused • SSO • Role permissions • API driven design • Developer focused • SSO • Global profiles • Creator = Owner • Developer focused • Ease of use • SSO • Matrix permissions • Build your own • Developer focused Common Attributes?

8. 8 Think like an Engineer

9. 9 Automate everything, backlog less frequent items • Mine data regarding user and actions • Automate approval touch points for ease of use • Feedback, tell the user everything you did Give users ownership over access • Keep least privilege in mind • Distributed overhead • Backlog each item for an automated option Automate, Automate, Automate…

10. 10 Use what you know about the user

11. 11 Observe Engineers in their Natural Habitat

12. 12 Installation • Intent • Context • One (or none) button push Support • Helper bots • Automated emails • Alerting • Monitoring • Knowledge base • FAQ Everything as code • Configuration • Infrastructure • Policy • Approval • Change management Orchestration • Trigger on commit • Context by branch • Standardized structure Opportunities to Automate

13. 13 What tools are available

14. 14 Document • Dos & don’ts • Share your code • How to • FAQ Engage • Office hours • Social messaging • E-mail • Help others help themselves Educate • Lectures • Videos • Examples • Help others help themselves Traditional Self-Service Enablement

15. 15 Single Sign On • Reduce administrative overhead • Least privilege access • Integrated authorization • Ease of use • Consistent user experience

16. 16 GitHub Apps • Fully encapsulated • Easy to install • Context driven • GitHub Checks • Developer centric • Predefined interface • Code driven

17. 17 Messaging Bots • Interactive dialog • Standardize communication • White glove user experience • ChatOps • Modal dialogs • User input

18. 18 Cloud Provider • Immutable infrastructure • Scale on demand • Services on demand • Infrastructure as code • Self-service • Transparency into cost • Containers • Serverless

19. 19 Clarify the user interface • Installation • Authorization • Notification Empower while you enable • Share the burden of responsibility • Empower business units to take control of their own fate (if they accept it) Automate everything (you can) • On-boarding • Authorization • Traceability • Policy Self-Service Summarized

20. Lowell Young, SAP Concur onebuttonlowell@gmail.com; Lowell.Young@SAP.com https://www.linkedin.com/in/lowell-young We are hiring: https://jobs.sap.com/ Learn more at concur.com Follow all of SAP Concur

Editor's Notes

My name is Lowell Young I have been in the industry for over 16 years Background in software development With a passion for automating repeat developer actions
Not just for managers Your corporate culture is also reflected in how you enable devs
We trust customers for self service but in many cases have left internal services behind
What type of ticket do you use for requesting access to Slack?What? I don't know that! Auuuuuuuugh!
Match behavior of integrated services

DevOpsDays Seattle - Self-Service Ignite

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Editor's Notes