Welcome!

Cloud Expo Authors: Ivan Antsipau, Bernard Golden, Lori MacVittie, Sandi Mappic, Esmeralda Swartz

Related Topics: Cloud Expo, Java, SOA & WOA, .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
Compute virtualization has been transformational, yet security policy implementation and enforcement has lagged behind in agility and automation. There are a number of key considerations when implementing policy in private and hybrid clouds. In his session at 15th Cloud Expo, Holland Barry, VP of Technology at Catbird, will discuss the impact of this new paradigm and what organizations can do today to safely move to software-defined network and compute architectures, including: How normal ope...
Samsung VP Jacopo Lenzi, who headed the company's recent SmartThings acquisition under the auspices of Samsung's Open Innovaction Center (OIC), answered a few questions we had about the deal. This interview was in conjunction with our interview with SmartThings CEO Alex Hawkinson. IoT Journal: SmartThings was developed in an open, standards-agnostic platform, and will now be part of Samsung's Open Innovation Center. Can you elaborate on your commitment to keep the platform open? Jacopo Lenzi: S...
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic • Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff hap...
SYS-CON Events announced today that SOA Software, an API management leader, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. SOA Software is a leading provider of API Management and SOA Governance products that equip business to deliver APIs and SOA together to drive their company to meet its business strategy quickly and effectively. SOA Software’s technology helps businesses to accel...
SYS-CON Events announced today that Utimaco will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Utimaco is a leading manufacturer of hardware based security solutions that provide the root of trust to keep cryptographic keys safe, secure critical digital infrastructures and protect high value data assets. Only Utimaco delivers a general-purpose hardware security module (HSM) as a customiz...
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
SYS-CON Events announced today that ElasticBox is holding a Hackathon at DevOps Summit, November 6 from 12 pm -4 pm at the Santa Clara Convention Center in Santa Clara, CA. You can enter as an individual or team of up to 10 developers. A New Star Is Born Every Month! All completed ElasticBoxes will then be sent to a judging panel - 12 winners will be featured on the ElasticBox website in 2015. All entrants will receive five full enterprise licenses for one year + ElasticBox headphones + Elasti...
Once the decision has been made to move part or all of a workload to the cloud, a methodology for selecting that workload needs to be established. How do you move to the cloud? What does the discovery, assessment and planning look like? What workloads make sense? Which cloud model makes sense for each workload? What are the considerations for how to select the right cloud model? And how does that fit in with the overall IT tranformation? In his session at 15th Cloud Expo, John Hatem, head of V...
Cloud services are the newest tool in the arsenal of IT products in the market today. These cloud services integrate process and tools. In order to use these products effectively, organizations must have a good understanding of themselves and their business requirements. In his session at 15th Cloud Expo, Brian Lewis, Principal Architect at Verizon Cloud, will outline key areas of organizational focus, and how to formalize an actionable plan when migrating applications and internal services to...
SAP is delivering break-through innovation combined with fantastic user experience powered by the market-leading in-memory technology, SAP HANA. In his General Session at 15th Cloud Expo, Thorsten Leiduck, VP ISVs & Digital Commerce, SAP, will discuss how SAP and partners provide cloud and hybrid cloud solutions as well as real-time Big Data offerings that help companies of all sizes and industries run better. SAP launched an application challenge to award the most innovative SAP HANA and SAP ...
Ixia develops amazing products so its customers can connect the world. Ixia helps its customers provide an always-on user experience through fast, secure delivery of dynamic connected technologies and services. Through actionable insights that accelerate and secure application and service delivery, Ixia's customers benefit from faster time to market, optimized application performance and higher-quality deployments.
SYS-CON Events announced today that Calm.io has been named “Bronze Sponsor” of DevOps Summit Silicon Valley, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Calm.io is a cloud orchestration platform for AWS, vCenter, OpenStack, or bare metal, that runs your CL tools puppet, Chef, shell, git, Jenkins, nagios, and will soon support New Relic and Docker. It can run hosted, or on premise and provides VM automation / expiry, self-service portals,...
In her General Session at 15th Cloud Expo, Anne Plese, Senior Consultant, Cloud Product Marketing, at Verizon Enterprise, will focus on finding the right mix of renting vs. buying Oracle capacity to scale to meet business demands, and offer validated Oracle database TCO models for Oracle development and testing environments. Anne Plese is a marketing and technology enthusiast/realist with over 19+ years in high tech. At Verizon Enterprise, she focuses on driving growth for the Verizon Cloud pla...
SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue bu...
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce t...
As Platform as a Service (PaaS) matures as a category, developers should have the ability to use the programming language of their choice to build applications and have access to a wide array of services. Bluemix is IBM's open cloud development platform that enables users to easily build cloud-based, creative mobile and web applications without having to spend large amounts of time and resources on configuring infrastructure and multiple software licenses. In this track, you will learn about the...
Blue Box has closed a $10 million Series B financing. The round was led by a strategic investor and included participation from prior investors including Voyager Capital and Founders Collective, as well as the Blue Box executive team. This round follows a $4.3 million Series A closed in December of 2012 and led by Voyager Capital. In May of this year, the company announced general availability of its private cloud as a service offering, Blue Box Cloud. Since that release, the company has dem...
SYS-CON Events announced today that Verizon has been named "Gold Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Verizon Enterprise Solutions creates global connections that generate growth, drive business innovation and move society forward. With industry-specific solutions and a full range of global wholesale offerings provided over the company's secure mobility, cloud, strategic network...
SimpleECM is the only platform to offer a powerful combination of enterprise content management (ECM) services, capture solutions, and third-party business services providing simplified integrations and workflow development for solution providers. SimpleECM is opening the market to businesses of all sizes by reinventing the delivery of ECM services. Our APIs make the development of ECM services simple with the use of familiar technologies for a frictionless integration directly into web applicat...
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic...