Keynote Devops Days Amsterdam - Hacking IT, Culture over Code Bringing Devops into your Organization

Mark HinkleSenior Director, Open Source Solutions Citrix Inc. [email protected]@gmail.com@mrhinkle

Hacking IT, Culture over CodeBringing Devops into your Organization

By Mark R. Hinkle@[email protected]

DevOps: Culture over Code

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• Manage Citrix Open Source Business Office• Apache CloudStack Committer• Advisory boards Gluster and Xen Project• Joined Citrix via Cloud.com acquisition July 2011• VP Of Community at Zenoss drove Zenoss Core

open source project to 100,000 users, 1.5 million downloads

• Former LinuxWorld Magazine Editor-in-Chief• Open Management Consortium organizer• Author - “Windows to Linux Business Desktop

Migration” – Thomson• NetDirector Project - Open Source Configuration

Management

About Me



What Would You Say…You Do here?



I Don’t Code

Program HelloWorld;Uses

crt;Begin

ClrScr;writeln(HeloWorld);end.



Social “Hacker“

One who enjoys the intellectual challenge of creatively overcoming or circumventing limitations.



Interest in Devops is Growing



Everyone wants to weigh-in on what devops is….



What is devops?

• Automation• Lean• Agile• Devs doing Ops• Ops doing Dev• Tools• Management• Process• Ideology• Cult



WSJ: DevOps Great for Startups, not Ready for the Enterprise?DevOps is a buzzword…Organizational structures are by far the largest hurdles to adoption of enterprise…blah,blah,blah



WSJ: Enterprise DevOps Adoption Isn’t Mandatory — but Neither Is Survival

DevOps transformation is well underway…. 8x more frequent production deployments, being performed 8000x faster, with 2x higher success rates…fixing issues 12x faster …IT organizations using DevOps perform better…overall business performance is higher…As Dr. W. Edwards Deming said, “Learning is not compulsory, but neither is survival.”



What makes devops appealing to me



A long time ago, in a galaxy far, far away



I worked for an IT Infrastructure Company



Provided Infrastructure to Millions of Users

Internet Access Web/News Email



M&A: A Tale of Two Cities (Silos) • One group valued

customer satisfaction• One group valued

productivity• Cultural Differences,

Distrust, Different learned behaviors



We had A Few “Rules”

We respect the individual…..We require complete honesty and integrity…..We make commitments with care….We guard and conserve the company's resources with at least the same vigilance that we would use to guard and conserve our own personal resources….. Clarity in understanding our mission, our goals….We feel a sense of urgency on any matters related to our customers



Once We Had a Common Understanding there was Progress



Woes of an ISP - 1998



High Customer Acquisition Costs

Image Courtesy of Moniker Hill on Flickr



Demand for Internet Access Skyrocketing



Commoditization



We were Underpants Gnomes Phase 1:Collect all the underpants

Phase 2:?

Phase 3:Profit



Phase 2: Improving Service DeliveryMalcolm Baldridge Criteria for Performance Excellence

To help organizations assess their improvement efforts, diagnose their overall performance management system, and identify their strengths and opportunities for improvement…



Biggest impact we could make was customer satisfaction, it reduced

customer acquisition costs(referrals) and customer support and service

costs.



What Made Customers Happy

• Quality of Service• Speed to Response• Speed to Recovery• Problem resolution

on first call• Self-Service Options



My Aha Moment…

No amount of money, no technology or competitive advantage was

greater than happy employees that and had a shared belief in what they

were doing…



How We Measured Success

• Productivity – Customers Helped Over Time• Quality – Customer Satisfaction • Efficiency – Cost for Support per customer• Contributions – “Other Stuff”, Hard to Measure• Attendance – Participation • Employee Satisfaction



Awesome Culture -> Success



Devops Reminded me of MindSpring• In 2009 this

guy(@patrickdebois) on Twitter started making a lot of sense to me…

• This other guy (@botchagalupe) kept jabbering about improved operations and eventually Arthur Deming



Framework for Devops Discussions

CultureAutomation Management Sharing

@damonedwards

@botchagalupe



CLAMS



Culture



Culture(n) - the shared values, attitudes, standards, and beliefs that

characterize members of an organization and define its nature.



Successful people and organizations work from the inside out. They hold a belief in the importance of what they do.

Simon Sinek: http://www.startwithwhy.com/

Culture – Start with Why

WHY

HOW

WHAT



Value People over Technology

Source: XKCD - http://xkcd.com/705/



The Best DevOps Hacks are Social• Make the Why of Devops Something Everyone Can

Get Behind e.g Better products, happier users• No Administrator or Developer Left Behind –

Especially the low performers • Reinforce culture and share your values whenever

you can



Don’t Build New Silos

LEGA

CY O

PS

LEGA

CY D

EV

DEVO

PS T

EAM



Lean



A History of Lean• Henry Ford credited with starting

original movement• Kiichiro Toyoda and Taiichi Ohno: 1930’s

developed the Toyota Production System

• Popularized by Jim Womak The Machine that Changed the World and Lean Solutions in 1990

• 2011 Eric Ries publishes The Lean Start-Up and Lean IT starts to get legs…



Create Flow - Stop Pushing, Start Pulling

Source:http://ars.userfriendly.org/cartoons/?id=20080627



Follow a Process, Be Critical of Results, Never Stop Improving



Automation



A Cambrian Explosion of Open Source Automation



Automate All the Things, Not Just Deployment and Config management



Measurement



Measurements and Metrics



#monitoringsucks - The Myth of the Nines

Availability % Downtime per Year

Downtime per Month

Downtime per Week

99.9% (three nines) 8.76 hours 43.2 minutes 10.1 minutes

99.95% 4.38 hours 21.56 minutes 5.04 minutes

99.99% (four nines) 52.6 minutes 4.32 minutes 1.01 minutes

99.999% (five nines) 5.26 minutes 25.9 seconds 6.05 seconds

99.9999% (six nines) 31.5 seconds 2.59 seconds .0605 seconds

Average polling interval for monitoring - 5 minutes Even superhuman operations people can’t be alerted and take action in under 5 minutes.

One outage per year could drop service level to three nines or worse.



Key Performance Indicators (KPIs)• Map IT measurements to organizational

performance• Don’t get buried in the measurements• Revisit those KPIs• Use metrics to identify the cause of KPI trends• DevOps (the people) satisfaction• Customer Satisfaction• Keep it simple, six or less



Sharing



Sharing -> Teaching -> ListeningSharing (v) – to let someone else have or use a part of (something that belongs to you) e.g. knowledgeLecturing (v) - talk seriously or reprovingly to (someone)Teaching (v) - to cause or help (someone) to learn about a subject by giving lessonsListen(v) - make an effort to hear something; be alert and ready to hear something.



Summation



The Days of the BOFH are Numbered

Source User Friendly: http://ars.userfriendly.org/cartoons/?id=20130726



Continuously Deploy Culture



Measure Happiness, Measure Devops

Happiness raises nearly every business outcome productivity by

31%, and accuracy on tasks by 19%, as well as a myriad of health and quality of life improvements.

Source: The Happiness Divdiend - http://blogs.hbr.org/2011/06/the-happiness-dividend/



Professional: [email protected] Personal: [email protected]

Professional: 919.228.8049

Professional: http://www.cloudstack.orgPersonal: http://www.socializedsoftware.com

Twitter: @mrhinkle

Mark R. Hinkle

Senior DirectorOpen Source Solutions Citrix Systems Inc. Open Source Enthusiast

Contact Me

mailto:[email protected]

mailto:[email protected]

http://www.cloudstack.org/

http://www.socializedsoftware.com/



Keynote Devops Days Amsterdam - Hacking IT, Culture over Code Bringing Devops into your Organization

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