|By Tony Davis||
|January 28, 2013 08:00 AM EST||
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.
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
Dec. 9, 2016 02:15 AM EST Reads: 6,221
The idea of comparing data in motion (at the sensor level) to data at rest (in a Big Data server warehouse) with predictive analytics in the cloud is very appealing to the industrial IoT sector. The problem Big Data vendors have, however, is access to that data in motion at the sensor location. In his session at @ThingsExpo, Scott Allen, CMO of FreeWave, discussed how as IoT is increasingly adopted by industrial markets, there is going to be an increased demand for sensor data from the outermos...
Dec. 9, 2016 02:00 AM EST Reads: 3,003
"Qosmos has launched L7Viewer, a network traffic analysis tool, so it analyzes all the traffic between the virtual machine and the data center and the virtual machine and the external world," stated Sebastien Synold, Product Line Manager at Qosmos, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 9, 2016 01:45 AM EST Reads: 974
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
Dec. 9, 2016 01:45 AM EST Reads: 1,951
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
Dec. 9, 2016 01:15 AM EST Reads: 3,973
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at 20th Cloud Expo, Ed Featherston, director/senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Dec. 9, 2016 01:15 AM EST Reads: 1,654
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes how...
Dec. 9, 2016 12:45 AM EST Reads: 5,113
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2017 New York. The 20th Cloud Expo and 7th @ThingsExpo will take place on June 6-8, 2017, at the Javits Center in New York City, NY. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Internet to enable us all to im...
Dec. 9, 2016 12:30 AM EST Reads: 882
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Dec. 9, 2016 12:00 AM EST Reads: 705
"We are the public cloud providers. We are currently providing 50% of the resources they need for doing e-commerce business in China and we are hosting about 60% of mobile gaming in China," explained Yi Zheng, CPO and VP of Engineering at CDS Global Cloud, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 9, 2016 12:00 AM EST Reads: 1,175
"Once customers get a year into their IoT deployments, they start to realize that they may have been shortsighted in the ways they built out their deployment and the key thing I see a lot of people looking at is - how can I take equipment data, pull it back in an IoT solution and show it in a dashboard," stated Dave McCarthy, Director of Products at Bsquare Corporation, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 8, 2016 09:45 PM EST Reads: 1,242
In IT, we sometimes coin terms for things before we know exactly what they are and how they’ll be used. The resulting terms may capture a common set of aspirations and goals – as “cloud” did broadly for on-demand, self-service, and flexible computing. But such a term can also lump together diverse and even competing practices, technologies, and priorities to the point where important distinctions are glossed over and lost.
Dec. 8, 2016 09:15 PM EST Reads: 1,672
What happens when the different parts of a vehicle become smarter than the vehicle itself? As we move toward the era of smart everything, hundreds of entities in a vehicle that communicate with each other, the vehicle and external systems create a need for identity orchestration so that all entities work as a conglomerate. Much like an orchestra without a conductor, without the ability to secure, control, and connect the link between a vehicle’s head unit, devices, and systems and to manage the ...
Dec. 8, 2016 09:15 PM EST Reads: 967
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud. In his session at @DevOpsSummit at19th Cloud Expo, Valentin (Val) Bercovici, CTO of Soli...
Dec. 8, 2016 08:30 PM EST Reads: 1,895
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Dec. 8, 2016 07:15 PM EST Reads: 410
Everyone knows that truly innovative companies learn as they go along, pushing boundaries in response to market changes and demands. What's more of a mystery is how to balance innovation on a fresh platform built from scratch with the legacy tech stack, product suite and customers that continue to serve as the business' foundation. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, discussed why and how ReadyTalk diverted from healthy revenue and mor...
Dec. 8, 2016 05:45 PM EST Reads: 1,729
Without a clear strategy for cost control and an architecture designed with cloud services in mind, costs and operational performance can quickly get out of control. To avoid multiple architectural redesigns requires extensive thought and planning. Boundary (now part of BMC) launched a new public-facing multi-tenant high resolution monitoring service on Amazon AWS two years ago, facing challenges and learning best practices in the early days of the new service. In his session at 19th Cloud Exp...
Dec. 8, 2016 05:45 PM EST Reads: 955
As data explodes in quantity, importance and from new sources, the need for managing and protecting data residing across physical, virtual, and cloud environments grow with it. Managing data includes protecting it, indexing and classifying it for true, long-term management, compliance and E-Discovery. Commvault can ensure this with a single pane of glass solution – whether in a private cloud, a Service Provider delivered public cloud or a hybrid cloud environment – across the heterogeneous enter...
Dec. 8, 2016 05:00 PM EST Reads: 1,825
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
Dec. 8, 2016 04:45 PM EST Reads: 2,259
You have great SaaS business app ideas. You want to turn your idea quickly into a functional and engaging proof of concept. You need to be able to modify it to meet customers' needs, and you need to deliver a complete and secure SaaS application. How could you achieve all the above and yet avoid unforeseen IT requirements that add unnecessary cost and complexity? You also want your app to be responsive in any device at any time. In his session at 19th Cloud Expo, Mark Allen, General Manager of...
Dec. 8, 2016 04:45 PM EST Reads: 1,855