Welcome!

Microservices Expo Authors: Martin Etmajer, Anders Wallgren, Liz McMillan, Jason Bloomberg, Elizabeth White

Related Topics: Microservices Expo, Java IoT, Microsoft Cloud, API Journal, Agile Computing

Microservices Expo: Article

Metrics for ITSM and Mom's Mini-Van

People, Process, Technology & Metrics… an ongoing drama.

People, Process, Technology & Metrics… an ongoing drama.
I’m one of those people who take my work home with me. I know, I know… there’s that whole work-life balance thing that I’m always “struggling” to overcome. But, I haven’t yet. I am kind of sorry about it, but at the same time… not deeply sorry.

Anyway … I’ve wanted to put this concept in an analogy outside of IT for quite a while now, because these types of discussions can get so heated when *one such as myself* wants to make commentary about situations that happen every day. So, here goes…

Goal: Clean Mom’s car as quickly as possible while maintaining peace and stability in the family.

Metrics: Total Time to clean, Time to de-clutter, time to vacuum, total time to wash interior, total time to wash exterior, time to put away clutter in house **that wasn’t put away when children exited car as Mom and Dad asked them to do 14 times** (kind of a long metric description)

WHEREAS… Total time to clean = Time to de-clutter + Time to Vacuum + Total time to wash interior + Total time to wash exterior… Time to put away should be done in parallel if possible!

Technology: Vacuum Cleaner, Pressure washer (a *nice to have* more than a requirement)

People – I took the liberty of making definitive and final judgments about personality types (might not be possible in a corporate environment):

Child 1 – 13 years old – More of a planner than a doer, avid and fast reader, obedient to the point of literalism, does well with instructions, but typically doesn’t take initiative. Introvert, Melancholy-Phlegmatic Personality – http://en.wikipedia.org/wiki/Four_temperaments

Child 2 – 12 years old – Man of action, will NOT read instructions voluntarily, works very hard, but sometimes carelessly, short temper, volatile but gets the job done, potential explosive situations with child 4. Extreme Extrovert. Choleric Personality

Child 3 – 10 Years old – Thoughtful and hardworking, but very sensitive, likes to goof off with #2, but if #2 isn’t around he’s the best worker in the family, can be highly critical of others, more of a math guy than a reader. Mild Introvert, Melancholy-Choleric Personality

Child 4 – 10 Years old – Carefree and Joyful, Careless, her work floats between 2 extremes – proactive helpfulness or utter non-working goofiness, raises morale of the other workers, very determined when she’s focused, but you can’t necessarily coax her into focus… she must be won over. Mild Extrovert, Sanguine-Phlegmatic Personality

Process (I’m not going to draw diagrams, sorry): There are many different ways to wash a car inside and out. We could outsource it ($25)… but when compared with free child labor… we choose to handle this one internally. Still, how do you tackle the job?

Scenario #1Have 1 child clean the car inside and out as a punishment for something wrong they did that week. Supervision level needed is very high, resource drain is low

Pros – Justice (paying for past wrongs), frees up the other children to help in the yard. Cons – Slow, constant supervision of angry worker who drags out work as a complaint against the punishment

Scenario #2Have all 4 children working, each with different roles assigned based on their strengths and weaknesses. Supervision level needed is high, resource drain is high

Pros – No complaints from one another about “fairness”, can be faster Cons: goofing off between child #2 & #3 is likely, argument between #2 & #4 is likely

Scenario #3Have the most efficient team tackle the job. Supervision level is low, balanced resource drain

Pros – Very Fast, High Quality Cons: can lower morale outside team, burnout potential

Scenario #4 – Dad cleans the car… Ha! I don’t think so! I guess this is why people don’t like managers? Supervision level is 0.

Questions:

Scenario 1 typically gets you the longest time to clean, but it does free up the other team members… so multiple tasks can be completed (Those dishes aren’t going to clean themselves!). Scenario 1 total time to clean can be improved if incentives are used rather than sticks (for certain individuals)

  • How can you apply this to your change process?
  • How can this be leveraged in the knowledge management process?

Scenario #2 gets you the lowest total time to clean with effective supervision, but is more expensive.

  • What group of individuals works well in the war room?
  • Which teams implement projects with the highest combination of speed/quality/satisfaction? How do you measure that?

Scenario #3 gets you the lowest total time to clean consistently, but can cause problems with those that are not a part of the “golden team”

  • Is it possible to consistently hire the golden team?
  • Is it possible to keep the golden team happy forever?
  • What makes them operate that way??

Scenario #4 is monarchy… and really only possible in small companies. Of course, keep in mind that the benevolent king is truly the best system of government… so long as the king remains benevolent!

Takeaways, opinions & facts:

  • Employees are not children; this fact carries ramifications. Have you ever left a job simply for a better boss? Do you consider yourself to be invaluable?
  • Carrots work better for some, sticks for others. Some individuals may seem incompetent to you, but it’s because of the way you are handling them.
  • Given an identical process & team, a vacuum cleaner (technology) makes the job faster
  • Of course, the flip side of that is that if you vacuum the same spot over and over again with the best vacuum cleaner in the world, the whole car doesn’t get clean.
  • Personalities matter. Is the hero/cowboy mentality ALWAYS bad? Should every process ALWAYS be followed? Is the end goal of every IT organization to follow a process?
  • Process – In my opinion, the main purpose of process engineering is to determine maximum productivity & quality while minimizing unacceptable risks. In this example, the risks might be a broken vacuum cleaner, wrong chemicals used in cleaning or… even… time (mom can’t use car because it’s being cleaned for 8 hours).

More Stories By Lee Cullom

Lee Cullom is President of Northcraft Analytics. Since 1996, he has held a variety of roles in information technology, including process consulting, presales, implementations, internal IT and management. Prior to launching Northcraft Analytics, he spent much of his time with software manufacturers like Oracle, Remedy Corporation, Peregrine, BMC Software, and CA. Having viewed IT from the perspective of a vendor and a customer, this gives Lee a unique and entertaining perspective

@MicroservicesExpo Stories
In a previous article, I demonstrated how to effectively and efficiently install the Dynatrace Application Monitoring solution using Ansible. In this post, I am going to explain how to achieve the same results using Chef with our official dynatrace cookbook available on GitHub and on the Chef Supermarket. In the following hands-on tutorial, we’ll also apply what we see as good practice on working with and extending our deployment automation blueprints to suit your needs.
The (re?)emergence of Microservices was especially prominent in this week’s news. What are they good for? do they make sense for your application? should you take the plunge? and what do Microservices mean for your DevOps and Continuous Delivery efforts? Continue reading for more on Microservices, containers, DevOps culture, and more top news from the past week. As always, stay tuned to all the news coming from@ElectricCloud on DevOps and Continuous Delivery throughout the week and retweet/favo...
CIOs and those charged with running IT Operations are challenged to deliver secure, audited, and reliable compute environments for the applications and data for the business. Behind the scenes these tasks are often accomplished by following onerous time-consuming processes and often the management of these environments and processes will be outsourced to multiple IT service providers. In addition, the division of work is often siloed into traditional "towers" that are not well integrated for cro...
If we look at slow, traditional IT and jump to the conclusion that just because we found its issues intractable before, that necessarily means we will again, then it’s time for a rethink. As a matter of fact, the world of IT has changed over the last ten years or so. We’ve been experiencing unprecedented innovation across the board – innovation in technology as well as in how people organize and accomplish tasks. Let’s take a look at three differences between today’s modern, digital context...
How is your DevOps transformation coming along? How do you measure Agility? Reliability? Efficiency? Quality? Success?! How do you optimize your processes? This morning on #c9d9 we talked about some of the metrics that matter for the different stakeholders throughout the software delivery pipeline. Our panelists shared their best practices.
Sensors and effectors of IoT are solving problems in new ways, but small businesses have been slow to join the quantified world. They’ll need information from IoT using applications as varied as the businesses themselves. In his session at @ThingsExpo, Roger Meike, Distinguished Engineer, Director of Technology Innovation at Intuit, showed how IoT manufacturers can use open standards, public APIs and custom apps to enable the Quantified Small Business. He used a Raspberry Pi to connect sensors...
The principles behind DevOps are not new - for decades people have been automating system administration and decreasing the time to deploy apps and perform other management tasks. However, only recently did we see the tools and the will necessary to share the benefits and power of automation with a wider circle of people. In his session at DevOps Summit, Bernard Sanders, Chief Technology Officer at CloudBolt Software, explored the latest tools including Puppet, Chef, Docker, and CMPs needed to...
Let’s face it, embracing new storage technologies, capabilities and upgrading to new hardware often adds complexity and increases costs. In his session at 18th Cloud Expo, Seth Oxenhorn, Vice President of Business Development & Alliances at FalconStor, will discuss how a truly heterogeneous software-defined storage approach can add value to legacy platforms and heterogeneous environments. The result reduces complexity, significantly lowers cost, and provides IT organizations with improved effi...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Father business cycles and digital consumers are forcing enterprises to respond faster to customer needs and competitive demands. Successful integration of DevOps and Agile development will be key for business success in today’s digital economy. In his session at DevOps Summit, Pradeep Prabhu, Co-Founder & CEO of Cloudmunch, covered the critical practices that enterprises should consider to seamlessly integrate Agile and DevOps processes, barriers to implementing this in the enterprise, and pr...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
In most cases, it is convenient to have some human interaction with a web (micro-)service, no matter how small it is. A traditional approach would be to create an HTTP interface, where user requests will be dispatched and HTML/CSS pages must be served. This approach is indeed very traditional for a web site, but not really convenient for a web service, which is not intended to be good looking, 24x7 up and running and UX-optimized. Instead, talking to a web service in a chat-bot mode would be muc...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...