Welcome!

SDN Journal Authors: Roger Strukhoff, Liz McMillan, Pat Romanski, Lori MacVittie, Elizabeth White

Related Topics: Cloud Expo, Java, Microservices Journal, .NET, Virtualization, SDN Journal

Cloud Expo: Article

Effectively Shifting from a Maintenance to an Innovation IT Philosophy

Business Service Reliability – Critical to the Shift

Innovation doesn't just happen... it evolves out of business desires and it frequently involves changing your own view of the IT value statement. This article focuses on one of the key components needed to make the shift from maintenance to an innovation IT philosophy, Business Service Reliability. As a progressive IT department you must understand exactly what it is, how you can manufacture Business Service Reliability in real time so that you can measure and report your contribution in business language, and how adopting the framework shifts your organization into an innovative business partner.

What Is Business Service Reliability?
Because of our long-lived traditional IT department philosophies, most IT organizations, whether or not they realize it, focus almost exclusively on component availability rather than the overall reliability of their business services and the related customer interactions. The problem, of course, is that you can achieve decent availability metrics for individual tiers of IT services - but still wind up with customer interactions (the business services) that are unpleasant. And frequent painful customer experiences drive customers and their money away from your company. They cause your customers to say bad things about you... in public and online. They undermine your credibility, so that the business sees you as a maintainer of poor systems and an overall liability, not an innovative business partner. The shift to innovation starts with your customer, and understanding what gives them a good experience, and proactively transforming your operating model to manufacture what the customer wants.

Given this, it's obviously critical to define exactly what a good customer experience is and determine how to measure it. Good customer experiences occur when every link in the business service delivery chain performs properly. These links, by the way, are not just infrastructure components. They include calls, methods and other activities of software code that are not monitored on the typical enterprise management console. And it's not enough for these links to simply occur or be available. They also have to perform to the required level while maintaining data accuracy. That is, they have to retrieve or display the correct data in the correct way. In other words, a successful customer interaction occurs when every link in the chain is available, performs adequately, and actually does what it's supposed to do.

Manufacturing Reliable Business Service Delivery
"Reliability," therefore, can in one way be defined as how often you get the customer experience right; it is clearly not component availability. It's how often something - anything - goes wrong in the end-to-end service delivery chain. The exciting thing is that this shift to an innovative mindset can actually be mathematically expressed and measured in the real time. Examine, if you will, the following real-world formula and measurement for Business Service Reliability:

Where m = a link in the chain of delivering a customer interaction is doing exactly what it should, then:

Business Service Reliability = customer interaction link 1,2,3...(availability)m + (performance)m + (accuracy)m

And the Business Service Reliability measurement for any period (usually daily or hourly) would then be:

1-(defective interactions/total interactions)

Again, we aren't just looking at problems with component availability here - although an unavailable component will obviously result in us having a broken link in our service delivery chain. But now we're really looking at all the links in that chain and discovering where they are failing, where they are under-performing, and/or where they are not doing exactly what they're supposed to do. We get two benefits from this experience-centric approach. One is that we can now actually measure the real reliability of our service delivery. Now instead of patting ourselves on the back because we're doing such a great job of keeping our networks and servers up and running, we can take a look at a more meaningful measurement - where is our perfection rate when it comes to customer interactions?

But the second benefit is something even better. This Business Service Reliability approach doesn't just tell us how bad we're doing, it also tells us how to fix the defects in our ‘customer interaction manufacturing production line.' When we look at our defective interactions, we can begin to recognize patterns in our business service delivery. For instance, a critical Java method to get customer account information from the mainframe through the SOA layer has been randomly slow all day. In real time and related strictly to how this defect is impacting the customer interaction we provide, we can investigate the problem with only the resources related to that area of delivery, and then not only alleviate the problem, but eliminate it in the future.

How to Create the Shift
Business Service Reliability proves to the business that your IT philosophy is that of first understanding what the customer is expecting from you, and then creating that with supporting IT components only providing the means to the end. That ‘end' is what enables you and your department to develop ideas that actually mean something to your business and the framework allows you to actually deliver against the vision.

More Stories By Tony Davis

Tony Davis is a 23 year veteran of the IT industry with a specialty in IT service reliability and strategy. As Vice President & Sr. Consulting Fellow for CA Technologies Enterprise Management business, he provides prescriptive guidance to the company’s largest North American customer executive teams on transforming and evolving their IT strategy and maintaining reliable delivery of business services. Prior to CA Technologies, he held several leadership roles for FedEx, including accountability for improving total system reliability for fedex.com. You can follow Tony on Twitter at @td2926 and on CA Technologies Perspectives blog.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@CloudExpo Stories
There is no doubt that Big Data is here and getting bigger every day. Building a Big Data infrastructure today is no easy task. There are an enormous number of choices for database engines and technologies. To make things even more challenging, requirements are getting more sophisticated, and the standard paradigm of supporting historical analytics queries is often just one facet of what is needed. As Big Data growth continues, organizations are demanding real-time access to data, allowing immed...
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch ...
The world's leading Cloud event, Cloud Expo has launched Microservices Journal on the SYS-CON.com portal, featuring over 19,000 original articles, news stories, features, and blog entries. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. Microservices Journal offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. Follow new article posts on T...
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY., and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides private all-in-one social intranets allowing workers to securely collaborate from anywhere in the world and from any device. Social, mobile, and eas...
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developmen...
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, a...
There are 182 billion emails sent every day, generating a lot of data about how recipients and ISPs respond. Many marketers take a more-is-better approach to stats, preferring to have the ability to slice and dice their email lists based numerous arbitrary stats. However, fundamentally what really matters is whether or not sending an email to a particular recipient will generate value. Data Scientists can design high-level insights such as engagement prediction models and content clusters that a...
The WebRTC Summit 2015 New York, to be held June 9-11, 2015, at the Javits Center in New York, NY, announces that its Call for Papers is open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 16th International Cloud Expo, @ThingsExpo, Big Data Expo, and DevOps Summit.
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover ...
SYS-CON Events announced today the IoT Bootcamp – Jumpstart Your IoT Strategy, being held June 9–10, 2015, in conjunction with 16th Cloud Expo and Internet of @ThingsExpo at the Javits Center in New York City. This is your chance to jumpstart your IoT strategy. Combined with real-world scenarios and use cases, the IoT Bootcamp is not just based on presentations but includes hands-on demos and walkthroughs. We will introduce you to a variety of Do-It-Yourself IoT platforms including Arduino, Ras...
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using ...
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises a...
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
Database apps on mobile devices shouldn't stop working when there's limited or no network connectivity. In his session at 16th Cloud Expo, Bradley Holt, a Developer Advocate for IBM Cloudant, will discuss how to bring data stored in a cloud database to the edge of the network (and back again), whenever an Internet connection is available. He will demonstrate techniques for replicating cloud databases with mobile devices in order to build offline-enabled mobile apps that can provide a better,...
SYS-CON Events announced today that Secure Infrastructure & Services will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY, and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Secure Infrastructure & Services (SIAS) is a managed services provider of cloud computing solutions for the IBM Power Systems market. The company...
Cloud and Big Data present unique dilemmas: embracing the benefits of these new technologies while maintaining the security of your organization's assets. When an outside party owns, controls and manages your infrastructure and computational resources, how can you be assured that sensitive data remains private and secure? How do you best protect data in mixed use cloud and big data infrastructure sets? Can you still satisfy the full range of reporting, compliance and regulatory requirements? In...
SYS-CON Events announced today that Site24x7, the cloud infrastructure monitoring service, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Site24x7 is a cloud infrastructure monitoring service that helps monitor the uptime and performance of websites, online applications, servers, mobile websites and custom APIs. The monitoring is done from 50+ locations across the world and from various wireless carr...
What exactly is a cognitive application? In her session at 16th Cloud Expo, Ashley Hathaway, Product Manager at IBM Watson, will look at the services being offered by the IBM Watson Developer Cloud and what that means for developers and Big Data. She'll explore how IBM Watson and its partnerships will continue to grow and help define what it means to be a cognitive service, as well as take a look at the offerings on Bluemix. She will also check out how Watson and the Alchemy API team up to off...
Between the compelling mockups and specs produced by your analysts and designers, and the resulting application built by your developers, there is a gulf where projects fail, costs spiral out of control, and applications fall short of requirements. In his session at DevOps Summit, Charles Kendrick, CTO and Chief Architect at Isomorphic Software, will present a new approach where business and development users collaborate – each using tools appropriate to their goals and expertise – to build mo...
Chuck Piluso will present a study of cloud adoption trends and the power and flexibility of IBM Power and Pureflex cloud solutions. Speaker Bio: Prior to Data Storage Corporation (DSC), Mr. Piluso founded North American Telecommunication Corporation, a facilities-based Competitive Local Exchange Carrier licensed by the Public Service Commission in 10 states, serving as the company's chairman and president from 1997 to 2000. Between 1990 and 1997, Mr. Piluso served as chairman & founder of ...