Session 204: Service & Support in the era of Digital...
Transcript of Session 204: Service & Support in the era of Digital...
Session 204: Service & Support in the era of Digital Transformation
Session 204: Service & Support in the era of Digital Transformation
Cross-Domain Solution Architect (CDSA)Microsoft Enterprise Services
John M. Clark
[email protected]@CyberJMC66 @MicrosoftITSM@MicrosoftMSMhttps://www.linkedin.com/in/CyberJMC66
The fourth industrial revolution has been characterized by
the World Economic Forum as “a fusion of technologies that
is blurring the lines between the physical, digital, and
biological spheres.”
https://www.weforum.org/agenda/2016/01/the-fourth-industrial-revolution-what-it-means-and-how-to-respond/
=
Digital Disruption and the 4th Industrial Revolution
1780s 1870s 1970s 2015+
.
Becoming a digitally mature enterprise…key learnings:
Digital strategy drives digital maturity
The power of a digital transformation strategy lies in its scope and objectives
Maturing digital organizations build skills to realize the strategy
Employees want to work for digital leaders
Taking risks becomes a cultural norm
The digital agenda is led from the top
Digital Strategy, not Technology, Drives Digital Transformation
“But instead of reimagining their value proposition, many established companies are scoping transformations that merely digitize existing processes. Such companies are prey to more creative competitors - both existing and new.”
“Of course, this journey is not linear. Architecting for rapid innovation involves enabling continuous adoption of new enterprise processes, experiments with new technologies and development of new platform services.
By embracing constant change, companies can zero in on their targeted value proposition.”
MIT Research Briefing
MIT Research Briefing on Digital Transformation
FASHIONISTASRevenue: +6%
Profitability: -11%
Market Value: -12%
DIGITAL MASTERSRevenue: +9%
Profitability: +26%
Market Value: +12%
Revenue: -4%
Profitability: -11%
Market Value: -7%
BEGINNER
Revenue: -10%
Profitability: +9%
Market Value: +7%
CONSERVATIVE
Dig
ital
Cap
abili
ty
Leadership Capability
+9% Revenue Creation
+12%Market
Valuation
+26%Profitability
How digital leaders outperform their peers in every industry
Incremental
Experimental Aspirational
Evolutionary
Full Mobile
Experience
Supplier
Tools
Self-
Service v1Next Gen
Self-
Service
Phase 1
Phase 2
Phase 3
Phase 4
Phase 5
Full Stack
Team
Collaboration
Integrated
“Militant”
Automation
Modern
ITSM / ITAM
Platform
Artificial
Intelligence
Demand /
Failure
Forecasting
Service Map
Integration
EXAMPLE: Digital Transformation in ITSM
Mr. Patrick M. ShanahanDeputy Secretary of Defense
U.S. Dept of Defense GuidanceSep 2017
“Public cloud services are in the midst of a new phase, evolving from cost-cutting technologies to enablers of business agility. More than a way to cease operating data centers, the public cloud affords CIOs the ability to focus on projects that are
more strategic for the business; namely, digital transformations.”
CIO Magazine
14
OLD WORLDInformation scarce
Static hierarchiesSiloed productivity
CustomersFocus on planning ahead
Transactional Systems
NEW WORLDInformation abundantDynamic networksCollective value creationBrand AmbassadorsExperiment, learn and respondSystems of Intelligence
THE SHIFT
•How does the customer experience change?
•What are some of the roles / jobs impacted in this scenario by the introduction of AI/Bot “Machine”?
•What roles are reduced/eliminated?
•What are some new roles?
•Can the entire process be automated?
•Will it ever?
QUESTIONS
IT Decision
Makers
Business
Decision
Makers
2018 IT Spend
45%
Source: IDC Futurescape, “Worldwide IT Industry 2016 Predictions”, November 4, 2015
Nearly half of all IT spend will be controlled by BDMs by 2018
BU President
CMO
VP Human Resources
COO
45%
55%
Digital Transformation purchasing is largely being driven by BDMs, not ITDMs
DNA Intermediation Disintermediation
Service Delivery Wave Based Continuous-Iteration Based
Service Stability Design for Success (HA/Redundant) Design for Failure (Resilient)
Delegation Levels IT Silos End-to-End Services
Processes In Documents, Optimized, Redesigned Self Service, Knowledge, Low Friction,
Automated
Automation Isolated, Manually Initiated Systemic, Triggered, Automatic
Monitoring Element, Fault Focused Service, End-to-End-Capability Focused
Support Service Desk / Contact Center Customer Experience / Self Service
Lifecycle N-1 or Older N, N+1
Configuration / Asset Management Discovered / Manual Configuration Prescribed, Declarative, Automated
Traditional IT Modern IT
Modern Service Management Paradigm Shift
•What are some of the IT roles / jobs impacted in this scenario by the introduction Digital Transformation?
•What roles are reduced/eliminated?
•What are some new roles?
•Can the entire process be automated?
•Will it ever?
QUESTIONS
• Fixed Budget (actually shrinking budget)
•Cost Center
•Cloud “Risk”
•DevOps “Risk”
• ...incorrect thinking...we need to change the discussion
• ...and we absolutely should not be contributing to the fear
What is the situation with Ops today?
What does “operations” usually mean today?
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
Network Operations Center (NOC)
• Follow Documentation Steps• Reactive Break/Fix
• Proactive Task Completion
• Deployments
• Manual Monitoring
• Incident and Crisis Management • Run Bridges & Take Notes
• Call/Page People
• Watch Console
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
Tools
• Monitoring• Tool(s)
• Rules/IP
• ITSM• Change Management
• Incident Management
• Problem Management
• Etc
• Other
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
Platform Teams
• Network Team(s)
• Database Team(s)
• OS and Hardware Team(s)
• etc
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
ITSM Process Teams
• Change Management
• Incident Management
• ...usually gets fuzzier from there...• Problem Management
• Service Level Management
• Configuration Management
• etc
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
Helpdesk /Service Desk
• End-User version of the NOC• Reactive Break/Fix
• Proactive Task Completion
• Deployments
• Manual Monitoring
People
Process
Tools
NOC
Tools
Platform
Teams
ITSM
Process
Team
Help
Desk
MoMo24x7
Backstop Ops Center
Ops Programs
Ops Dev / Ops
Engineering
Legacy WorldCoordination
and MSRs
Help Desk of the Future
The Future of “Operations”
Modern Service Management
Dev Teams
Dev Teams
Dev Teams
“The secret of
change is to
focus all of
your energy
not on fighting
the old, but on
building the
new” -
Socrates
• Professional Incident Command• Supported by crazy-awesome-tooling
• Backstop for Automation• Incident...if the automated recovery failed...• Deployments...if the automated deployment failed...
• Calls/Pages...if the right people do not join the bridge within N minutes...
• Short-term manual steps...e.g. manual smoketesting until a monitoring gap is plugged...
24x7 Backstop Operations Center
• Ops” features are no different than any other app’s features• ...they should not be scared of code
• ...and they need to automate
• Ops Programs
• Ops Dev / Ops Engineering
• Integration (among Saas, Apps, Legacy, etc)
Ops Engineering
• Babysit automation
• Monitoring hub
• Incident command/backstop hub
• Deployment platform
• Log analytics hub
• etc
Ops Engineering: Hub Services
….Integration….
Ops Engineering: ITSM Tools
This opportunity is a step towards DevOps for historical operations. ...Ops getting to know an app more deeply (architecture and code levels) is always a great thing
...that means that Ops actually talks to devs
Ops Engineering: Manage Applications
Ops Engineering: Manage Everything Else…
• Horizontal Experts
• Platform Experts
• Coordination of Best Practices and Standards
• Run the Release Cadence
• Granular Accountabilities
• Accountabilities mapped to specific KPI
• Rhythm of the Business to review KPI
Coordination and Monthly Service Reviews
• Tier 0 is not the future• Fine for legacy-world issues...there is an
opportunity there
• Incorrect strategy for new-world issues. New-world issues should be eliminated by the app/service engineering teams
• Telemetry and data back into the engineering teams
Customer Experience Center (Help Desk of the Future)
• End-user training and enablement (biz value realization)
• “Wow’ing” end-users with customer service experience
• Is there still an opportunity to “do it the old way”?
• In some cities, there is still a limited market for horse-and-buggy rides (e.g. NYC Central Park), so it is likely “the old way” will be around in pockets for a long time
• Someone has to keep the lights on...• ...run old stuff at customerX until it is all gone
• ...find a company that is moving/evolving slower (brings its own risks)
• ...find an industry that is moving slower
• And even “new” apps may end up as “legacy apps” over time
Pure Legacy World…
At some point in the future. Maybe next week, or next month, or next year; this service will become legacy. And when it becomes legacy
DevOps always turns into JustOpsMichael Repperger, Senior Service Engineer in XBOX LIVE
Recommend IT Pros…
• LEARN App/Dev tools and practices as well as end to end monitoring and automation
• INTEGRATE with app teams, organize around services and/or apps –invite business teams while you are at it
• STOP being dogmatic about ITSM… Focus more on “Just enough process”. Cloud certs right now pay premiums $$$
• LEVERAGE new technologies and capabilities available from the cloud –Serverless apps don’t require development skills
• CONSOLIDATE roles, focus on cross-domain skills
• LEAD Digital Transformation initiatives – don’t forget people skills (e.g. Adoption & Change Management, TLTs, etc)
Recommendations and Resources