SaaS Application Delivery
People
Technology
Process
Enabling Technology
ITIL Framework
What Is Your Company Vision?
Use only what works for you!
eg. Our purpose is to deliver software solutions which enable our customers to be smart about how their applications run
Ticketing
APM
Ops Staffing
Change
Tracking
Stress
Test
Change
Config
Capacity
Incident
Key Data Elements
Vision/Why
Actions must support your vision
- End User Experience
- Application Internals
- Infrastructure
Usability
Development
Key Components
- Makes users smart
- Executive visibilty
- Ad-hoc technical analysis
- Intuitive
- Grouping
- Escalation
- Reporting
- Time Tracking
Key Components
- Support by product
- Dev manager
- Must be available
- Customer buy
- Provides purpose
- Drives behavior
- Empowers decisions
- Creates urgency
Deployment & Integration
- Multiple User Scenarios
- Root Cause Analysis
- Complete Picture
- Easily Repeatable
- Cost Effective
- Minimal Engineering Time
- Easy to use
- Accessible by all
- Searchable
- Monitor
- Automate
- Schedule
- Communicate
- Enhance
- Identify
- Classify
- Remediate
- Communicate
- Monitor
- Rapid / Automated
- No development resources
- SaaS - no new infrastructure
IT Operations
Change Timeline View
- Really important
- Overlay with incident metrics
- Generalists with specialties
- Normally only need a few
- Must have programming skills
- Must be willing to follow process
- Must be able to teach others
- No information hoarders
- Senior Engineering Support
- Tier 1/2 Engineering Support
Details Matter
Low Tech May Be Best
Standard Windows
Communication
In-application notifications
Emergency Change Process
Defined approval process
Standard Change Form
- Tie to business vision
- Process details
- Backout procedure
- Impact
- Duration
- End-User Experience
- Business Metrics
- Infrastructure
- Application internals
Runbook Documentation
- The bible
- Accurate
- Current
- Online
Whats in it
- Access information
- Network diagrams
- System configuration
- Software configuration
- Deployment procedures
- Update procedures
- Troubleshooting info
CMDB only if it's huge
Periodic validation
Spreadsheet
Google Doc
Google Site
Print it
Whiteboard
- Need basic engineering skills required for your env
- Process and documentation focused
- Observant
- Escalate problems appropriately
- Can be outsourced at significant cost savings
- If oursourced, project management and integration are key
Project Management
Data That Matters
- Implementation
- Change coordination
- Process enforcement
- Integration focused
- Tie to WHY
- Business benefit
- Implementation details
- Backout procedure
- Customer impact
- Duration
- Infrastructure Software Issues (ie. passenger 3.0.6 hangs randomly on connections to mongodb)
- Performance enhancement opportunities and trends
- Proactive capacity analysis
- Prioritized user change requests
- Incident / Problem Summaries
- Operational work arounds implemented
- Iteration level releases for testing
- Change manifest
- Multi-iteration software releases
- Identified operational work arounds
- Deployment change details
Software Development Processes
Waterfall
Agile
- Strategy
- Release
- Iteration
- Daily
- Continuous
Operations Interface
- Infrastructure Software Change Governance
- Iteration planning
- Retrospectives
- Iteration demos
- Daily standup is dev only unless sev 1
Created by: Jerry Champlin, Absolute Performance Inc. For SaaS University 2011
jchamplin@absolute-performance.com