devnet-2015devops in depth - damon edwards on devops kaizen: building an enterprise’s capability...
TRANSCRIPT
DevOps Kaizen: Building and Enterprise’s Capability to Change
© DTO Solutions, Inc. v1.2
@damonedwards
Damon Edwards
@damonedwards
Damon Edwards
I’ll post link to slides later today
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
So how do you “get good at getting better”?…
1. Make the work visible
So how do you “get good at getting better”?…
1. Make the work visible2. Use that visibility to align the organization
So how do you “get good at getting better”?…
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
(outcome is what matters)
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
(outcome is what matters)
• 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
(outcome is what matters)
• Kaizen in DevOps context: • Continuously improve the flow of work through the full
value stream in order to improve customer outcomes
ServiceDeliveryMetrics
KaizenProgramOversight
Planning&
Retrospectives Informs Informs
Countermeasures &Blockers
Elements of a DevOps Kaizen Program
ServiceDeliveryMetrics
KaizenProgramOversight
Planning&
Retrospectives Informs Informs
Countermeasures &Blockers
Elements of a DevOps Kaizen Program
ServiceDeliveryMetrics
KaizenProgramOversight
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!
ServiceDeliveryMetrics
KaizenProgramOversight
Planning&
Retrospectives Informs Informs
Countermeasures &Blockers
Elements of a DevOps Kaizen Program
ServiceDeliveryMetrics
KaizenProgramOversight
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 timeP/T Process timeH/C Head countS/R Scrap rate
D DefectsEP Extra processesM Motion
PD Partially doneTS Task switchingW Waiting
Core business service delivery process Current state value stream map
DevelopmentEnvironments
ReleaseBuild and deploy
QAEnvironments
PerformanceEnvironment
StagingEnvironment
ProductionEnvironment
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 weeksP/TH/CS/R
4 weeks525%
Developweb assets
Bob McNulty
L/T 6 weeksP/TH/CS/R
4 weeks125%
DevelopmentBuild and deploy
Joe Harbaugh
L/T 2 daysP/TH/CS/R
4 hours110%
Development Integration testing
Joe Harbaugh
L/T 1 dayP/TH/CS/R
1 day595%
Performance testing
Deploy toProduction
Build test plan
Raj Lee
L/T 5 daysP/TH/CS/R
4 days110%
Build test cases
Raj Lee
L/T 2 weeksP/TH/CS/R
8 days220%
Fernando Gomez
L/T 8 hoursP/TH/CS/R
7 hours12%
Acceptance testing
Raj Lee
L/T 5 daysP/TH/CS/R
5 hours210%
Feature testing
Raj Lee
L/T 4 weeksP/TH/CS/R
2.5 weeks420%
Allen Cannata
L/T 1 weekP/TH/CS/R
3 days166%
RT tickets
Cut project branch
Chris Holmes
L/T 15 minutesP/TH/CS/R
5 minutes10%
Deploy to Staging
Frances Middleton
L/T 6 daysP/TH/CS/R
90 minutes366%
Staging testing
Frances Middleton
L/T 1 weekP/TH/CS/R
3.5 days466%
Allen Cannata
L/T 9 hoursP/TH/CS/R
8 hours666%
Frances Middleton
L/T 6 daysP/TH/CS/R
90 minutes366%
Fernando Gomez
L/T 30 minutesP/TH/CS/R
30 minutes133%
Process Time
D
EP
Dx2EP
Mx2W
DPD
Dx3Mx3
TSx5 Dx2 Wx2 PDx4
EP
DPDx3 Mx8
DWx2
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
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
+ Work in small batches + Early Ops Involvement + Standardized Catalog + Plan and Design by Those Who Do
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
ReworkDevTeam
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
+ GTM/LTM in Early Environments
ReworkDevTeam
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
PunchdownApprovals
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
ProServices Ops
PM
AppSupport
Share Point
AppSupport
TicketsHigh Level
About Project
Estimate and Priorities
"Linda"Ops PM
Child ticket
"Project Estimate"
Create Project
Estimate Package
SystemsNetworksSecurityLeads
Core Network Provider
Share Point
.ppt
BOM.xls
Function Specific
Project Estimate estimate
"BOM.xls"
Set Timeline
Ops PM
Project Estimate
Judge Costs & Approval
AppSupport
Partner BU Business
Case
3 weeks
Create App Spec
Share Point
Tech Leads Review App
Spec
Dev LeadsPro Services
Pro Services PM
App Spec.doc
DevelopmentApp 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
.xls
Ops Engineer"Chuck"
Ops Specialists
1 month
Share Point
Build.xls
Create Change Tickets > 100
Build.xls
Service Now
NetFacilityCablingStorage
"Linda"Ops PM
RESET DELIVERY
DATE!
Acme Co.
Fix Tickets!
Senior Ops Engr
Create DB Schema
Ops DBA
Conflict Resolution
3 weeks
BA AppDev
NetEngrLead
AssignTickets
Service Now
"Chris"Ops
Engineer
Procure Hardware
Procurement SaaS
Install Hardware
SA Install OS Version (2)
Jumpstart Images
Service Now
Run CablingOps
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
UATUS
UATEurope
PRODUS
PRODEurope
F5 RulesPro
Services
External DNS
SSLCertificate
CreateVIP
CreateExternal IP
CreateSubnet
FirewallRules
Status Event
ProServices
Service Now
Create UAT Deploy Ticket
Middleware (code)DBA (SQL)Network
Approvals
"Marvin"Middleware
Ops
Deploy EAR
Configure to the data sources
Restart App
Request Testing to
Verify
Admin01
NFS
UAT
App SupportPro Services
BuildServer
EAR copied (FTP)
Promote AppDev
SmokeTest
App Support
Share Point
App SupportTest Script
Run Functional
Test
Test Plan.xls or .doc
Pro Services
BAWrite Test Plan
Customer Sign Off on Test
Plan
Acme Co.
"Linda"PM
CoordinateOperationalReadiness
Testing
UAT PROD
Acme Co.
Testing
Repeated in Prod
Middleware
DB Migration
Re-Sync DB
DBA
(happened earlier)
1 Month
Create Production Readiness
Meeting
DRHelpdeskTeam LeadsAppsOps PM
Share Point
TicketSystem
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 DITUS
4 hour change window2x per week
W
UAT Deploy and QA
Go Live .xls
Go Live .xls
UAT and PROD Network Config
UAT and PROD Server Provisioning
NetworkOps
Teams
Pro Services
Address Management
M
PROD Deploy and QACreate Ops
Tickets
App Dev and QA
App Specification
Financial Approvaland Project Commitment
Project Estimate
Sales and Customer Analysis
Sales and Delivery Risk
Analysis
Data Setup
Verification
PD
MW
PD
D
M
PD
PDM
TS
D M TS
HB
HB
M
TS
D
PD
W
M
M
M
M
M
PD
D
PDM
M
PD
D M
TSD
W
TSD
PD
W
TS W
"Incorrect or invalid rules"
"Missing Routes"
"Certificate Errors"
"Stale or conflicts"
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 HealthDashboard
Standard Parts
Ops HealthDashboard
Ops HealthDashboard
Ops HealthDashboardOps Health
Dashboard
Standard Parts
Verification
Verification
Verification
Ops Requirements
Ops HealthDashboard
Verification
Standard Parts
Standard Parts
Reqs Cust.Config
AppSpec Project EstimateProject
Estimate
Biz CaseApproval
Build Doc
Design & Spec
Project Plan
Tickets
~8 months before implementation starts
(and information / requirements still
incorrect or incomplete!)
Tickets Tickets TicketsAd-HocEmails-Missing details-New technical requirements-Missing context
Information Flow
PD
+ Dev provide verification script
ServiceDeliveryMetrics
KaizenProgramOversight
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
Fear
PanicAbort
Maybe
DevOps Kaizen: Let’s Recap!
ServiceDeliveryMetrics
KaizenProgramOversight
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
