IT Governance and Release Management in the Cloud
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Transcript of IT Governance and Release Management in the Cloud
IT Governance and Release Management in the Cloud
IT Professionals
Ajay Sabhlok and Emilie Ly: VMwareNicole Anders: Ultimate Software GroupRoss Baker: Genentech
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Agenda
Customer presentations: 30 mins.– Company overview
– Overview of change/release management process
– Lessons learned
Panel discussion: 30 mins.– Moderator topics
– Audience Q & A
Please Chatter your questions during the customer presentations!
Ajay SabhlokIT Director salesforce.com
Technical Services, VMWare
Emilie LyDirector, Business Apps Support,
Field Automation & Services, VMWare
All About VMware
Global leader in virtualization and cloud infrastructure with more than 190,000 customers and 25,000 partners.
• Customer since July 2008• Sales, Partner Portal, Service (being implemented)• Force.com Apps: Change Management Tool• AppExchange Apps: Demand Tools, Echo Sign• Single org w/ 10+ integrations• # users: 4000• # sandboxes: 10 full• # custom objects: 130 • # workflows: over 200• # of Apex classes: over 500
Immediate Release: Business L1/L2
Immediate Release: Business L1/L2
Examples Level Of Effort
• New dashboards & reports
• Field positioning
• New related lists
• New users or roles
• Data loads
• Territory alignments
• How to questions
• Content update
• Low
• No additional training required
• No or minimal impact to integration
• Potential candidate for Business Administrators
Immediate Release: IT L2/L3
Y
Immediate Release: IT L2/L3
Y
Examples Level Of Effort
• Territory Assignment engine is crashing with an error
• Lead assignment for a large volume of leads is not occurring correctly
• Partner users experiencing Visualforce page errors
• Varies but is typically low and focused on addressing the defect
• No or minimal impact to integration
• IT lead
Non-Tier 1 Maintenance Release
Y
N
Non-Tier 1 Maintenance Release
Y
Examples Level Of Effort
• New Fields
• New page layouts
• New custom Objects
• New org or sub-org in role or territory hierarchy
• Data migration/conversion
• Medium
• < 1 day of additional training required
• < 2 weeks of configuration development
• IT lead
N
Tier 1 Project
Y
Tier 1 Project
Y
Examples Level Of Effort
• New AppExchange app
• Process-impacting configuration changes
• Data migration impact
• Integration changes
• Impacts to multiple business processes or functions
• High
• 1 day of additional training required
• > 2 weeks of configuration development
• > 2 weeks of integration development
• Project team with business and IT leads
Change Management Tool
Change Management Tool
Lessons Learned
Business must understand/communicate impact to set proper IT priorities
IT must set expectations with business stakeholders
Close collaboration and continuous feedback is critical
Leverage Force.com tool for prioritization and status reporting
Avoid writing NSQ queries in test methods or apex classes. They cause
production disruption. If you do need one, monitor the object for total rows
exceeding 100,000 to avoid query errors in production
Keep the deployment run book up to date to ensure smooth deployments
Use source code control to manage code and metadata versions to
support parallel projects and code merges between them
Director Business Solutions,
Ultimate Software
Nicki Anders
All About Ultimate Software
SaaS provider of human capital management solutions, with more than 2,000 customers and over 2.3 million employees paid
• Customer since 2006• Sales, Service, Portal, VPM (in evaluation)• 439 Internal Users (230 for Service Cloud)• Service Cloud Specifics:
• 2200 customer licenses live• 167 user stories• 79 custom fields created in objects shared w/ sales• 207 custom fields created for Service Cloud• 7 triggers, 1 Visualforce Page (stay out of the box)• Web Service to Jira for Escalations, 5 Workflows
Setting the Stage
Sales
Marketing
Prospect Activity
Workplace
Enterprise
Customer Activity
Live - July 2006 Live – Workplace October 2010 Enterprise – Q1/Q2 2011
Goal = increase support efficiencies, centralize customer management and intelligence
Decentralized Development Broadens CM Process
Sales & Marketing Responsibilities
Self Maintained – Ongoing Changes
IT Responsibilities
Company-wide Support – Urgent, Weekly, Global Changes
Minor Release: Simple configuration changes, urgent updates, or updates that do not impact day to day business or require training. Target Weekly
Major Release: Major Initiatives to bring new departments live along with other changes that require larger training or testing efforts. Dates determined by Velocity, 3-4 month windows
Both IT and Business Unit capable to make all types of changes; IT owns integrations
Collaborative Change Management
Original change request process built into Salesforce
Negotiated new change approval process– driven by object/change type
– enforces workflows & approvals
Monthly administrators meeting to discuss issues and key activities
on the Salesforce Platform
All changes submitted – not all require approval– Rigor elevated after Service Cloud Go-Live
Still in honeymoon period– another 200 users go live in Q1/Q2 next year!
An Evolving Process
Sales “had it first”– process might look different if set up from scratch for both sales
and service, with central IT involvement
Salesforce expertise vs. solution deployment expertise
Lighten your approach: Force.com development is FAST
Distributed development works – rethink your process
Process in 1-2 years: automated impact assessment– Focus is on collaboration and synergistic customer experience
Lessons Learned
Collaborate to build the change process
Rigor to enforce it
Relationship will get you past the challenges
Negotiate, Negotiate, Negotiate– IT Business Mindsets
• Generalization vs. Specialization
Ross Baker
Architect/Technical Lead,
Genentech
All About Genentech
Genentech is a leading biotechnology company that discovers, develops, manufactures and commercializes medicines to treat patients with serious or life-threatening medical conditions.
• Customer since 2006• Sales Cloud, Customer Portal, Salesforce-to-
Salesforce• AppExchange Apps: Veeva / Global Shared Base /
Validated Subsystems• 3 orgs with 12 integrations• # users: 4500+ in 9 countries• # sandboxes: 5• # custom objects: 342• 8 Gigs of Apex code
Security
Genentech SFA Systems Architecture
Role Mgmt
Portal & Reporting
MDM
Siteminder
Login, Links, Reports
Report Portlets
SSO
SSO
Users, Roles, Entitlements
PracticePrescriber
Practice, Payer
Accounts
Master Data Management / Business Intelligence Ping
Federate
BI
Central Data Integration
Shipments
LDAP
Partner Vendor #3
3rd Party Data Service
#3
3rd Party Data Service
#2
Partner Vendor #2
Partner Vendor #1
Payer
3rd Party Data Service
#1
Med. License
M&E Process Overview
Modifications & enhancements prioritized by 8-person
business committee before passing lists to IT
Monthly vs. quarterly enhancements
Bugs and data requests submitted by users via tool– Data requests that don’t impact config or code can be satisfied
immediately
– Other requests routed to Ross for assignment to a queue
– Approved emergency bug fixes may also short-circuit monthly
release cycle
Multi-track Development on Differing Timelines
Sales Teams 7Sales Teams
Sales Teams
21 Commercial B.U.s
Sales Team 1Sales Team 1
Sales Team 1
Medical Science & Research
Support
Physician / Patient Support
Call Center
• Cross unit data access / restrictions• Independent release schedules• Differing feature sets / implementations• Dozens of distinct profiles• Multiple development teams with common code shared across instances
Research Dev
Production
UAT
SQA
Call Center Dev
developer
Commercial Dev(Integration)
developer developerdeveloper
Production
Common
Integrated Development
developer
Lessons Learned
Keep it clean
Integrate sooner
Practice deployment
Regression process
Data sharing via queues
Share common libraries via AppExchange
Panel Discussion
Ajay Sabhlok and Emilie Ly
Directors of IT and Business Apps Support
Nicole Anders
Director of Business Solutions
Ross Baker
Architect/Technical Lead
Panel Discussion
Jon Plax
Senior Product Manager, ALM Tools
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