Welcome!

Microservices Expo Authors: Stackify Blog, Dana Gardner, Flint Brenton, Liz McMillan, Elizabeth White

Related Topics: Microservices Expo, Java IoT, Microsoft Cloud, Cognitive Computing , 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
Docker is sweeping across startups and enterprises alike, changing the way we build and ship applications. It's the most prominent and widely known software container platform, and it's particularly useful for eliminating common challenges when collaborating on code (like the "it works on my machine" phenomenon that most devs know all too well). With Docker, you can run and manage apps side-by-side - in isolated containers - resulting in better compute density. It's something that many developer...
JetBlue Airways uses virtual environments to reduce software development costs, centralize performance testing, and create a climate for continuous integration and real-time monitoring of mobile applications. The next BriefingsDirect Voice of the Customer performance engineering case study discussion examines how JetBlue Airways in New York uses virtual environments to reduce software development costs, centralize performance testing, and create a climate for continuous integration and real-tim...
Don’t go chasing waterfall … development, that is. According to a recent post by Madison Moore on Medium featuring insights from several software delivery industry leaders, waterfall is – while still popular – not the best way to win in the marketplace. With methodologies like Agile, DevOps and Continuous Delivery becoming ever more prominent over the past 15 years or so, waterfall is old news. Or, is it? Moore cites a recent study by Gartner: “According to Gartner’s IT Key Metrics Data report, ...
Agile has finally jumped the technology shark, expanding outside the software world. Enterprises are now increasingly adopting Agile practices across their organizations in order to successfully navigate the disruptive waters that threaten to drown them. In our quest for establishing change as a core competency in our organizations, this business-centric notion of Agile is an essential component of Agile Digital Transformation. In the years since the publication of the Agile Manifesto, the conn...
In his keynote at 19th Cloud Expo, Sheng Liang, co-founder and CEO of Rancher Labs, discussed the technological advances and new business opportunities created by the rapid adoption of containers. With the success of Amazon Web Services (AWS) and various open source technologies used to build private clouds, cloud computing has become an essential component of IT strategy. However, users continue to face challenges in implementing clouds, as older technologies evolve and newer ones like Docker c...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
"This all sounds great. But it's just not realistic." This is what a group of five senior IT executives told me during a workshop I held not long ago. We were working through an exercise on the organizational characteristics necessary to successfully execute a digital transformation, and the group was doing their ‘readout.' The executives loved everything we discussed and agreed that if such an environment existed, it would make transformation much easier. They just didn't believe it was reali...
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the work...
"Opsani helps the enterprise adopt containers, help them move their infrastructure into this modern world of DevOps, accelerate the delivery of new features into production, and really get them going on the container path," explained Ross Schibler, CEO of Opsani, and Peter Nickolov, CTO of Opsani, in this SYS-CON.tv interview at DevOps Summit at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
The purpose of this article is draw attention to key SaaS services that are commonly overlooked during contact signing that are essential to ensuring they meet the expectations and requirements of the organization and provide guidance and recommendations for process and controls necessary for achieving quality SaaS contractual agreements.
What's the role of an IT self-service portal when you get to continuous delivery and Infrastructure as Code? This general session showed how to create the continuous delivery culture and eight accelerators for leading the change. Don Demcsak is a DevOps and Cloud Native Modernization Principal for Dell EMC based out of New Jersey. He is a former, long time, Microsoft Most Valuable Professional, specializing in building and architecting Application Delivery Pipelines for hybrid legacy, and cloud ...
The “Digital Era” is forcing us to engage with new methods to build, operate and maintain applications. This transformation also implies an evolution to more and more intelligent applications to better engage with the customers, while creating significant market differentiators. In both cases, the cloud has become a key enabler to embrace this digital revolution. So, moving to the cloud is no longer the question; the new questions are HOW and WHEN. To make this equation even more complex, most ...
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
In his keynote at 19th Cloud Expo, Sheng Liang, co-founder and CEO of Rancher Labs, discussed the technological advances and new business opportunities created by the rapid adoption of containers. With the success of Amazon Web Services (AWS) and various open source technologies used to build private clouds, cloud computing has become an essential component of IT strategy. However, users continue to face challenges in implementing clouds, as older technologies evolve and newer ones like Docker c...
"We're developing a software that is based on the cloud environment and we are providing those services to corporations and the general public," explained Seungmin Kim, CEO/CTO of SM Systems Inc., in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
We all know that end users experience the internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices - not doing so will be a path to eventual ...
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at @ThingsExpo, James Kirkland, Red Hat's Chief Archi...
Containers and Kubernetes allow for code portability across on-premise VMs, bare metal, or multiple cloud provider environments. Yet, despite this portability promise, developers may include configuration and application definitions that constrain or even eliminate application portability. In this session we'll describe best practices for "configuration as code" in a Kubernetes environment. We will demonstrate how a properly constructed containerized app can be deployed to both Amazon and Azure ...
We all know that end users experience the internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices - not doing so will be a path to eventual ...
We all know that end users experience the Internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices – not doing so will be a path to eventual b...