Click here to close now.

Welcome!

.NET Authors: Pat Romanski, Andreas Grabner, Trevor Parsons, Elizabeth White, Tad Anderson

Related Topics: Cloud Expo, Java, SOA & WOA, .NET, Virtualization, SDN Journal

Cloud Expo: Article

Effectively Shifting from a Maintenance to an Innovation IT Philosophy

Business Service Reliability – Critical to the Shift

Innovation doesn't just happen... it evolves out of business desires and it frequently involves changing your own view of the IT value statement. This article focuses on one of the key components needed to make the shift from maintenance to an innovation IT philosophy, Business Service Reliability. As a progressive IT department you must understand exactly what it is, how you can manufacture Business Service Reliability in real time so that you can measure and report your contribution in business language, and how adopting the framework shifts your organization into an innovative business partner.

What Is Business Service Reliability?
Because of our long-lived traditional IT department philosophies, most IT organizations, whether or not they realize it, focus almost exclusively on component availability rather than the overall reliability of their business services and the related customer interactions. The problem, of course, is that you can achieve decent availability metrics for individual tiers of IT services - but still wind up with customer interactions (the business services) that are unpleasant. And frequent painful customer experiences drive customers and their money away from your company. They cause your customers to say bad things about you... in public and online. They undermine your credibility, so that the business sees you as a maintainer of poor systems and an overall liability, not an innovative business partner. The shift to innovation starts with your customer, and understanding what gives them a good experience, and proactively transforming your operating model to manufacture what the customer wants.

Given this, it's obviously critical to define exactly what a good customer experience is and determine how to measure it. Good customer experiences occur when every link in the business service delivery chain performs properly. These links, by the way, are not just infrastructure components. They include calls, methods and other activities of software code that are not monitored on the typical enterprise management console. And it's not enough for these links to simply occur or be available. They also have to perform to the required level while maintaining data accuracy. That is, they have to retrieve or display the correct data in the correct way. In other words, a successful customer interaction occurs when every link in the chain is available, performs adequately, and actually does what it's supposed to do.

Manufacturing Reliable Business Service Delivery
"Reliability," therefore, can in one way be defined as how often you get the customer experience right; it is clearly not component availability. It's how often something - anything - goes wrong in the end-to-end service delivery chain. The exciting thing is that this shift to an innovative mindset can actually be mathematically expressed and measured in the real time. Examine, if you will, the following real-world formula and measurement for Business Service Reliability:

Where m = a link in the chain of delivering a customer interaction is doing exactly what it should, then:

Business Service Reliability = customer interaction link 1,2,3...(availability)m + (performance)m + (accuracy)m

And the Business Service Reliability measurement for any period (usually daily or hourly) would then be:

1-(defective interactions/total interactions)

Again, we aren't just looking at problems with component availability here - although an unavailable component will obviously result in us having a broken link in our service delivery chain. But now we're really looking at all the links in that chain and discovering where they are failing, where they are under-performing, and/or where they are not doing exactly what they're supposed to do. We get two benefits from this experience-centric approach. One is that we can now actually measure the real reliability of our service delivery. Now instead of patting ourselves on the back because we're doing such a great job of keeping our networks and servers up and running, we can take a look at a more meaningful measurement - where is our perfection rate when it comes to customer interactions?

But the second benefit is something even better. This Business Service Reliability approach doesn't just tell us how bad we're doing, it also tells us how to fix the defects in our ‘customer interaction manufacturing production line.' When we look at our defective interactions, we can begin to recognize patterns in our business service delivery. For instance, a critical Java method to get customer account information from the mainframe through the SOA layer has been randomly slow all day. In real time and related strictly to how this defect is impacting the customer interaction we provide, we can investigate the problem with only the resources related to that area of delivery, and then not only alleviate the problem, but eliminate it in the future.

How to Create the Shift
Business Service Reliability proves to the business that your IT philosophy is that of first understanding what the customer is expecting from you, and then creating that with supporting IT components only providing the means to the end. That ‘end' is what enables you and your department to develop ideas that actually mean something to your business and the framework allows you to actually deliver against the vision.

More Stories By Tony Davis

Tony Davis is a 23 year veteran of the IT industry with a specialty in IT service reliability and strategy. As Vice President & Sr. Consulting Fellow for CA Technologies Enterprise Management business, he provides prescriptive guidance to the company’s largest North American customer executive teams on transforming and evolving their IT strategy and maintaining reliable delivery of business services. Prior to CA Technologies, he held several leadership roles for FedEx, including accountability for improving total system reliability for fedex.com. You can follow Tony on Twitter at @td2926 and on CA Technologies Perspectives blog.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@ThingsExpo Stories
The cloud is now a fact of life but generating recurring revenues that are driven by solutions and services on a consumption model have been hard to implement, until now. In their session at 16th Cloud Expo, Ermanno Bonifazi, CEO & Founder of Solgenia, and Ian Khan, Global Strategic Positioning & Brand Manager at Solgenia, will discuss how a top European telco has leveraged the innovative recurring revenue generating capability of the consumption cloud to enable a unique cloud monetization model to drive results.
Docker is an excellent platform for organizations interested in running microservices. It offers portability and consistency between development and production environments, quick provisioning times, and a simple way to isolate services. In his session at DevOps Summit at 16th Cloud Expo, Shannon Williams, co-founder of Rancher Labs, will walk through these and other benefits of using Docker to run microservices, and provide an overview of RancherOS, a minimalist distribution of Linux designed expressly to run Docker. He will also discuss Rancher, an orchestration and service discovery platf...
As organizations shift toward IT-as-a-service models, the need for managing and protecting data residing across physical, virtual, and now cloud environments grows with it. CommVault can ensure protection &E-Discovery of your data – whether in a private cloud, a Service Provider delivered public cloud, or a hybrid cloud environment – across the heterogeneous enterprise. In his session at 16th Cloud Expo, Randy De Meno, Chief Technologist - Windows Products and Microsoft Partnerships, will discuss how to cut costs, scale easily, and unleash insight with CommVault Simpana software, the only si...
Analytics is the foundation of smart data and now, with the ability to run Hadoop directly on smart storage systems like Cloudian HyperStore, enterprises will gain huge business advantages in terms of scalability, efficiency and cost savings as they move closer to realizing the potential of the Internet of Things. In his session at 16th Cloud Expo, Paul Turner, technology evangelist and CMO at Cloudian, Inc., will discuss the revolutionary notion that the storage world is transitioning from mere Big Data to smart data. He will argue that today’s hybrid cloud storage solutions, with commodity...
Cloud data governance was previously an avoided function when cloud deployments were relatively small. With the rapid adoption in public cloud – both rogue and sanctioned, it’s not uncommon to find regulated data dumped into public cloud and unprotected. This is why enterprises and cloud providers alike need to embrace a cloud data governance function and map policies, processes and technology controls accordingly. In her session at 15th Cloud Expo, Evelyn de Souza, Data Privacy and Compliance Strategy Leader at Cisco Systems, will focus on how to set up a cloud data governance program and s...
Roberto Medrano, Executive Vice President at SOA Software, had reached 30,000 page views on his home page - http://RobertoMedrano.SYS-CON.com/ - on the SYS-CON family of online magazines, which includes Cloud Computing Journal, Internet of Things Journal, Big Data Journal, and SOA World Magazine. He is a recognized executive in the information technology fields of SOA, internet security, governance, and compliance. He has extensive experience with both start-ups and large companies, having been involved at the beginning of four IT industries: EDA, Open Systems, Computer Security and now SOA.
The industrial software market has treated data with the mentality of “collect everything now, worry about how to use it later.” We now find ourselves buried in data, with the pervasive connectivity of the (Industrial) Internet of Things only piling on more numbers. There’s too much data and not enough information. In his session at @ThingsExpo, Bob Gates, Global Marketing Director, GE’s Intelligent Platforms business, to discuss how realizing the power of IoT, software developers are now focused on understanding how industrial data can create intelligence for industrial operations. Imagine ...
Every innovation or invention was originally a daydream. You like to imagine a “what-if” scenario. And with all the attention being paid to the so-called Internet of Things (IoT) you don’t have to stretch the imagination too much to see how this may impact commercial and homeowners insurance. We’re beyond the point of accepting this as a leap of faith. The groundwork is laid. Now it’s just a matter of time. We can thank the inventors of smart thermostats for developing a practical business application that everyone can relate to. Gone are the salad days of smart home apps, the early chalkb...
We certainly live in interesting technological times. And no more interesting than the current competing IoT standards for connectivity. Various standards bodies, approaches, and ecosystems are vying for mindshare and positioning for a competitive edge. It is clear that when the dust settles, we will have new protocols, evolved protocols, that will change the way we interact with devices and infrastructure. We will also have evolved web protocols, like HTTP/2, that will be changing the very core of our infrastructures. At the same time, we have old approaches made new again like micro-services...
Operational Hadoop and the Lambda Architecture for Streaming Data Apache Hadoop is emerging as a distributed platform for handling large and fast incoming streams of data. Predictive maintenance, supply chain optimization, and Internet-of-Things analysis are examples where Hadoop provides the scalable storage, processing, and analytics platform to gain meaningful insights from granular data that is typically only valuable from a large-scale, aggregate view. One architecture useful for capturing and analyzing streaming data is the Lambda Architecture, representing a model of how to analyze rea...
SYS-CON Events announced today that Vitria Technology, Inc. will exhibit at SYS-CON’s @ThingsExpo, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Vitria will showcase the company’s new IoT Analytics Platform through live demonstrations at booth #330. Vitria’s IoT Analytics Platform, fully integrated and powered by an operational intelligence engine, enables customers to rapidly build and operationalize advanced analytics to deliver timely business outcomes for use cases across the industrial, enterprise, and consumer segments.
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile devices as well as laptops and desktops using a visual drag-and-drop application – and eForms-buildi...
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
SYS-CON Events announced today that Dyn, the worldwide leader in Internet Performance, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimize online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
CommVault has announced that top industry technology visionaries have joined its leadership team. The addition of leaders from companies such as Oracle, SAP, Microsoft, Cisco, PwC and EMC signals the continuation of CommVault Next, the company's business transformation for sales, go-to-market strategies, pricing and packaging and technology innovation. The company also announced that it had realigned its structure to create business units to more directly match how customers evaluate, deploy, operate, and purchase technology.
In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect at GE, and Ibrahim Gokcen, who leads GE's advanced IoT analytics, focused on the Internet of Things / Industrial Internet and how to make it operational for business end-users. Learn about the challenges posed by machine and sensor data and how to marry it with enterprise data. They also discussed the tips and tricks to provide the Industrial Internet as an end-user consumable service using Big Data Analytics and Industrial Cloud.
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @ThingsExpo, Michael Sick, a Senior Manager and Big Data Architect within Ernst and Young's Financial Servi...
Performance is the intersection of power, agility, control, and choice. If you value performance, and more specifically consistent performance, you need to look beyond simple virtualized compute. Many factors need to be considered to create a truly performant environment. In his General Session at 15th Cloud Expo, Harold Hannon, Sr. Software Architect at SoftLayer, discussed how to take advantage of a multitude of compute options and platform features to make cloud the cornerstone of your online presence.
Even as cloud and managed services grow increasingly central to business strategy and performance, challenges remain. The biggest sticking point for companies seeking to capitalize on the cloud is data security. Keeping data safe is an issue in any computing environment, and it has been a focus since the earliest days of the cloud revolution. Understandably so: a lot can go wrong when you allow valuable information to live outside the firewall. Recent revelations about government snooping, along with a steady stream of well-publicized data breaches, only add to the uncertainty
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @ThingsExpo, Michael Sick, a Senior Manager and Big Data Architect within Ernst and Young's Financial Servi...