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SaaS Application Delivery

People

Technology

Process

Enabling Technology

ITIL Framework

What Is Your Company Vision?

Be Proactive!

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

Problem

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

  • Once or twice a week

Communication

  • Customers
  • Internal

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

Presented by

Created by: Jerry Champlin, Absolute Performance Inc. For SaaS University 2011

jchamplin@absolute-performance.com

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