Tag Archives: Culture

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The secret of #DevOps success isn’t in the IT literature (yet)!

Can you find “DevOps Success” by reading only IT literature?

The answer is “mostly No, but a little bit Yes”, for a number of reasons.

The main reason is that many of the blogs, whitepapers and webinars around DevOps are ultimately about technology and toolchains. Whilst they might reference the DevOps C.A.L.M.S model in passing the conversation is generally focussed on the A for Automation and the M for Metrics.

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Culture Automation Lean Metrics Sharing

The seminal Phoenix Project did talk about organisational culture as did Mandi Wall’s O’Reilly ebook on Building a DevOps Culture.

But what both of those books have in common is that they drew extensively from non-IT business literature.

Goldratt’s “The Goal” & TOC, Systems Thinking, Lean manufacturing, Deming and Kanban being major influences on the Phoenix project, and Mandi’s e-book drawing on business-centric cultural/organisational change literature.

“Searching on the Harvard Business Review website for “cultural change” will get you 60+ publications going back nearly 30 years” – Mandi Walls

“Lean Manufacturing”, “Strategic Alignment”, “Organisational Change”, “Culture”, “Business Transformation” and many other topics have been staples of the MBA curriculum in business schools for many years and there is a wealth of resources available online to explore. Reading beyond the IT literature and exploring the wider business context for your DevOps Transformation will, we believe, significantly increase your chances of getting business buy-in and having a successful outcome to your DevOps change programme.

In order to make this easier for you we (@DevOpsGuys) will be publishing a weekly blog post exploring an area of business literature and how it can be used in DevOps.

We’re call it the #DevOpsMBA :-)

So please subscribe to our blog (link on right), follow us on Twitter or search for the #DevOpsMBA hashtag on Twitter to keep informed!

Why companies are investing in DevOps and Continuous Delivery

A thought-provoking infographic – with some interesting data points – shows how companies are reaping real rewards from investing in agile software delivery processes. Check out the graphic – from Zend – for more on how DevOps and Continuous Delivery are bridging the speed and innovation gap between business demand and IT.

Continuous Delivery Infographic by Zend Technologies.

Continuous Delivery Infographic

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DevOps and the Product Owner

In a previous post we talked a lot about the “Product-centric” approach to DevOps but what does this mean for the role of the Agile “Product Owner”?

So what is the traditional role of the Product Owner? Agile author Mike Cohn from MountainGoat Software defines it thus:

“The Scrum product owner is typically a project’s key stakeholder. Part of the product owner responsibilities is to have a vision of what he or she wishes to build, and convey that vision to the scrum team. This is key to successfully starting any agile software development project. The agile product owner does this in part through the product backlog, which is a prioritized features list for the product.

The product owner is commonly a lead user of the system or someone from marketing, product management or anyone with a solid understanding of users, the market place, the competition and of future trends for the domain or type of system being developed” – Mike Cohn

The definition above is very “project-centric” – the Product Owner’s role appears to be tied to the existence and duration of the project and their focus is on the delivery of “features”.

DevOps, conversely, asks us (in the “First Way of DevOps”) to use “Systems Thinking” and focus on the bigger picture (not just “feature-itis”) and the “Product-centric” approach says we need to focus on the entire lifecycle of the product, not just the delivery of a project/feature/phase.

Whilst decomposing the “big picture” into “features” is something we completely agree with, as features should be the “unit of work” for your Scrum teams or “Agile Software Development Factory”, it needs to be within the context of the Product Lifecycle (and the “feature roadmap”).

So the key shift here then is to start talking about the “Product Lifecycle Owner”, not just the Product Owner, and ensure that Systems Thinking is a critical skill for that role.

The second big shift with DevOps is that “Non-Functional Requirements” proposed by Operations as being critical to the manageability and stability of the product across its full lifecycle “from inception to retirement” must be seen as equally important as the functional requirements proposed by the traditional Product Owner role.

In fact, we’d like to ban the term “Non-Functional Requirements” (NFR’s) completely, as the name itself seems to carry an inherent “negativity” that we feel contributes to the lack of importance placed on NFR’s in many organisations.

We propose the term “Operational Requirements” (OR’s) as we feel that this conveys the correct “product lifecycle-centric” message about why these requirements are in the specification – “This is what we need to run and operate this product in Production across the product’s lifecycle in order to maximise the product’s likelihood of meeting the business objects set for it”.

We propose the term “Operational Requirements” (OR’s) as we feel that this conveys the correct “product lifecycle-centric” message about why these requirements are in the specification.

For the slightly more pessimistic or combative amongst you the “OR” in Operational Requirements can stand for “OR this doesn’t get deployed into Production…” .

The unresolved question is do we need an “Operational Product Owner” or does the role of the traditional, business-focussed Product Owner extend to encompass the operational requirements?

You could argue that the “Operational Product Owner” already partly exists as the “Service Delivery Manager” (SDM) within the ITIL framework but SDM’s rarely get involved in the software development lifecycle as they are focussed on the “delivery” part at the end of the SDLC. Their role could be extended to include driving Operational Requirements into the SDLC as part of the continual service improvement (CSI) process however.

That said, having two Product Owners might be problematic and confusing from the Agile development team perspective so it would probably be preferable if the traditional Business product owner was also responsible for the operational requirements as well as the functional requirements. This may require the Product Owner to have a significantly deeper understanding of technology and operations than previously otherwise trying to understand why “loosely-coupled session state management” is important to “horizontal scalability” might result in some blank faces!

So in summary a “DevOps Product Owner” needs to:

  • Embrace “System Thinking” and focus on the “Product Lifecycle” not just projects or features
  • Understand the “Operational Requirements” (and just say “No to NFR’s”!)
  • Ensure that the “OR’s” are seen as important as the “Functional Requirements” in the Product roadmap and champion their implementation

In future posts we’ll examine the impact of DevOps on other key roles in the SDLC & Operations. We’ve love to get your opinions in the comments section below!

-TheOpsMgr

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DevOps and the “Product-centric” approach

When doing the research for our BrightTalk Webinar on DevOps I came across this quote from Jez Humble on “products not projects”, which really struck a chord with our thinking about what we call the “product-centric” approach to DevOps.

Products not Projects quotation

Figure 1 – DevOpsGuys BrightTalk Webinar

One of the key elements of DevOps is to ensure that IT strategy is directly linked with Business strategy.

One of the critical scenes in “The Phoenix Project” is where our hero Bill gets to meet with the CFO and they work through the list of “pet IT projects” in the organisation and find that many of them can’t really be tied back to any business strategy or organisational goal.

This is, we feel, one of the major problems with the “project-centric” view of IT and why we need to push for a “product-centric” view.

The “project-centric” view, whilst important for mobilising resources and organising activities, can easily get disconnected from the original business objectives. Any “Project”, just like the “Phoenix Project” in the novel, runs the risk of becoming its own “raison d’etre” as it becomes more about getting “the Project” over the line than whatever business benefits were originally proposed.

In contrast a “Product-centric” viewpoint is focussed on the Product (or Service) that you are taking to market. By keeping the focus on “the Product” you are constantly reminded that you are building a product, for customers, as part of an organisational objective that ties back to over-arching business strategy.

For example if you were in the travel sector you might be adding a new “Online Itinerary Manager” product to your website to enable your customers to view (and possibly update) their itinerary online as part of your business strategy to both empower customers online and reduce the number of “avoidable contacts” to your call centre (and hence reduce costs).

One of the other benefits of the “product-centric” view is also highlighted in Jez’s quote above – “From Inception to Retirement”.

The “product-centric” view reminds us to think about the “Product lifecycle” and not just the “software development lifecycle”.

The “product-centric” view reminds us to think about the “Product lifecycle”
and not just the “software development lifecycle”.

You need to understand how this product is going to be deployed, managed, patched, upgraded, enhanced and ultimately retired… and that means you need close cooperation between the business, the developers and operations (= DevOps!).

So how do you introduce the “Product-centric” view into an organisation that might already have existing website that offers products/services to customers?

Well, firstly, you need to stop referring to it as “the website”.

A “website” is a platform and a channel to market, it’s not a “product”.

A product is a good or service that you offer to the market in order to meet a perceived market need in the hope that you will in return received an economic reward.

For some “websites” there might be a single product e.g. Dominos sells pizza online (food products) and for other there might be multiple products e.g. theAA.com sells membership (breakdown services), Insurance, Financial Services, Driver Services (mostly training) and Travel Services. If you’re ever in doubt on the products your website sells your top navigation menu will probably give you a pretty good indication!

What Products does the AA Sell?

Figure 2 – what products does the AA sell?

It’s worth mentioning that the AA has another product too – the “RoutePlanner”. Although the route planner is “free” is has a value to the organisation both indirectly (by drawing traffic to the site that you might then cross-sell too) and intangibly (by offering a valuable service for “free” it enhances the brand).

Secondly, you need to identify the “product owners” for each of the core products that use your website as a channel to market, so in our AA example you’d probably have separate product owners for Membership, Insurance, Finance etc.

If you’re ever in doubt about who is, or isn’t, the right product owner then there is a simple test – “Do you have a significantly financial incentive (bonus) for Product “X” to succeed in the market?”.

The “Product Owner” Test:
“Do you have a significantly financial incentive (bonus) for Product “X” to succeed in the market?”

If the answer is “no” keep going up the hierarchy until you find someone who says “yes”. A product owner who doesn’t have any “skin in the game” regarding the success of their product line is a bad idea!

Thirdly, you need to work with the product owner to map out the product lifecycle of that product, and then identify the IT dependencies and deliverables at every stage along that product lifecycle. Within your product lifecycle you might also want to map out the “feature roadmap” if your product devolves into multiple features that will be released over time. Creating the “big picture” can be vital in motivating your teams and helping them to understand what you’re trying to achieve, and this in turn helps that to make better decisions.

Fourthly, you need to “sense check” your product lifecycle and feature roadmap against your business strategy and organisational goals. If they don’t align you either need to re-work the plan or you might decide to drop the product altogether and re-deploy those resources to a product that *IS* part of your core strategy.

Lastly you need to re-organise your DevOps teams around these products and align your delivery pipeline and processes with the product lifecycle (and feature roadmap). Your DevOps teams are responsible for the “inception to retirement” management of that product (*Top Tip – just like your “product owner” it might be a great idea to incentivise your DevOps teams with some “product success” (business) metrics in their bonus, not just technical metrics like “on-time delivery” or “system availability”. It never hurts for them to have some “skin in the game” to promote a sense of ownership in what they are delivering!).

So, to summarise, the key elements in a “product-centric approach” are:

(1)    Breakdown your “website” into the key “Products” (that generate business value)

(2)    Identify “Product Owners” with “skin in the game”

(3)    Map out the product lifecycle (and ideally feature roadmap) for each product with them

(4)    Sense check this product strategy with your organisational strategy

(5)    Align your DevOps teams with the core products (and incentivise them accordingly!)

So next time you’re in a meeting and someone proposes a new “Project” see if you can challenge them to create a new “Product” instead!

 

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shadowitmain

Is DevOps your defence against Shadow IT?

We’ve been evangelising DevOps quite a bit lately amongst customers and partners and one of the arguments that seems to resonant the most with people about why the current paradigm of IT Development and Operations is “broken” is around the rise of “Shadow IT”.

“Shadow IT is a term often used to describe IT systems and IT solutions built and used inside organizations without organizational approval. It is also used, along with the term “Stealth IT,” to describe solutions specified and deployed by departments other than the IT department.” – Wikipedia

“Shadow IT” is nothing new – it’s been around pretty much since the invention of the PC and client/server computing – but what is new is the speed and ease at which “Shadow IT” can be deployed, and the performance, reliability and stability of that “Shadow IT” solution.

“Sally from Marketing”, armed with nothing more than a company credit card, can instantiate an arbitrary number of servers, of varying capacity and specification, from a wide variety of Cloud hosting providers. Depending on the quality of the internal IT and her choice of Cloud provider it’s quite possible that she will get better uptime and performance from her Shadow IT solution than what she might get internally.

She can then find a 3rd software house to write some bespoke software (and then someone like DevOpsGuys to deploy and manage it… Oooopps!) and her “Shadow IT solution” is up and running (not to mention the many other SaaS solutions that she could consume).

shadowit

Figure 1 – DevOpsGuys – BrightTalk Webinar

In our recent BrightTalk webinar we spoke about how Gartner predicts that “Shadow IT” is expected to grow, and that there is some evidence (the PwC survey) that there is a negative correlation between “IT control” and organisational performance.

So, in summary, the traditional silo-mentality model of IT clearly isn’t meeting the customer’s needs for flexibility, innovation and time-to-market, and Cloud Computing is enabling the growth of “Shadow IT” on a scale never seen before.

To take a military analogy this is like the invention of highly mobile, mechanised “manoeuvre warfare” during WW II. The entrenched positions of the Maginot Line (think “traditional IT departments”) were rendered irrelevant by the “blitzkrieg” tactics (think “Shadow IT”) of the Wehrmacht as they simply bypassed the fixed fortifications with their more manoeuvrable, dare I say “agile”, mechanised infantry.

What is particularly fascinating, if Wikipedia can be believed, is that “blitzkrieg”, contrary to popular belief, was never a formal warfighting “doctrine” of the German Army (emphasis mine):

“Naveh states, “The striking feature of the blitzkrieg concept is the complete absence of a coherent theory which should have served as the general cognitive basis for the actual conduct of operations”. Naveh described it as an “ad hoc solution” to operational dangers, thrown together at the last moment”  – Wikipedia

An “ad-hoc solution” to operational dangers, thrown together at the last moment” is probably a pretty good definition of “Shadow IT” too but the important fact to remember is that Blitzkrieg worked (whether it was a formal doctrine or not). It crushed the opposition and subsequently became the cornerstone of modern military “combined arms” doctrine.

So, what’s this got to do with DevOps?

Well, clearly Gartner think that “Shadow IT” is working well too, and will continue to “outflank” traditional IT Departments.

Our view is that DevOps can be seen as the perfect defence to “Shadow IT” as it co-opts many of the key “manoeuvre warfare” concepts to provide the user with the speed, flexibility and time-to-market they want, but still within the control of IT to ensure standards, security and compliance.

DevOps, by breaking down the silos between Development and Operations, seeks to create unified cross-functional teams organised around specific objectives (ideally specific products that generate value for your organisation).

Compare this to the Wikipedia definition of “combined arms” doctrine” (bold emphasis mine):

“Combined arms is an approach to warfare which seeks to integrate different combat arms of a military to achieve mutually complementary effects (for example, using infantry and armor in an urban environment, where one supports the other, or both support each other). Combined arms doctrine contrasts with segregated arms where each military unit is composed of only one type of soldier or weapon system. Segregated arms is the traditional method of unit/force organisation, employed to provide maximum unit cohesion and concentration of force in a given weapon or unit type.”

Let’s paraphrase this for DevOps…

“[DevOps] is an approach to [IT Service delivery] which seeks to integrate different [technical silos] of a [IT Department) to achieve mutually complementary effects (for example, using [Development] and [Operations] in an [e-commerce] environment, where one supports the other, or both support each other). [DevOps] doctrine contrasts with [Traditional IT] where each [IT Team] is composed of only one type of [technical specialist] or [Technology] system. [Traditional IT] the traditional method of [team/department] organisation, employed to provide maximum [team] cohesion and concentration of [technical expertise] in a given [technology] or [team] type.”

That seems to be a pretty good definition of DevOps doctrine, to me!

The only true defence to “Shadow IT” is to offer a level of service that meets the internal customer needs for speed, flexibility and time-to-market they want. If they can get it “in-house” then the impetus to build a “Shadow IT” organisation is reduced.

The best way to deliver this level of service is, in our view, to adopt the lessons of Blitzkrieg and “combined arms” doctrine as embodied within DevOps by “integrating different teams… to achieve mutually complementary effects” and leveraging new technologies (like Cloud, APM and continuous delivery) to ensure ability AND stability.

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coase

The Economics of DevOps Part II – Ronald Coase and Transaction costs

In an earlier blog post we talked about the classical economic theories of Adam Smith and how they applied to DevOps (particularly the role of “generalists” and “specialists” with DevOps teams).

In this post we’re going to talk about the work of Ronald Coase on transactions costs and the “Nature of the Firm” and why this is relevant to how & why the DevOps approach works.

“In order to carry out a market transaction it is necessary to discover who it is that one wishes to deal with, to conduct negotiations leading up to a bargain, to draw up the contract, to undertake the inspection needed to make sure that the terms of the contract are being observed, and so on.” – Ronald Coase

One of the key tenets of DevOps is to try and remove the “silos” that exist in “traditional” IT departments but in order to remove these “silos” we need to understand how&why they exist in the first place.

In 1937 Coase published the “Nature of the Firm” which examined some of these issues in the context of why certain activities were taking place within the boundaries of an organisation as opposed to by external suppliers (and also why certain activities need to be undertaken by governments in order for the market to work effectively).

Where do we “draw the line” between what’s economically viable to do “in-house” as opposed to “subcontracting out”? In IT terms this can be seen as analogous to the “buy vs build” decision when it comes to COTS software.

Coase postulated 6 “transaction costs” that influenced this decision, and where you drew the “boundary of the firm” depended on the your desire to minimise these supply costs for that particular service or product (and hence to maximise YOUR profits for the output of your value –added activity that was built on top of these base costs).

  • Search and information costs are costs such as those incurred in determining that the required good is available on the market, which has the lowest price, etc.
  • Bargaining costs are the costs required to come to an acceptable agreement with the other party to the transaction, drawing up an appropriate contract and so on.
  • Policing and enforcement costs are the costs of making sure the other party sticks to the terms of the contract, and taking appropriate action (often through the legal system) if this turns out not to be the case.

Source – Wikipedia

If we examine many of the current trends in both business and IT it’s clear that these cost are (consciously or unconsciously) the target for many of the new products and services we see in the market.

  • Googles entire business model is based on LOWERING search and information costs (even more so with services like Google Shopper that enable you to very quickly find information on products and prices). Lowering the “information asymmetry” between buyer and seller generally optimises the price.
  • eBay and Etsy also directly attack these costs – they collect items into a market so that lowers search and information costs, they set very clear policies (“contracts”) regarding prices etc, offer policing and enforcement mechanism in the case of disputes and generally guarantee payment via the use of escrow systems etc.
  • virtual workforce websites like elance.com or 99designs.com do the same for services – they create an efficient market where you can find the skills you require within a framework that lowers your risk and minimises these transaction costs.

So how does this apply to silos within at IT organisation and DevOps transformation?

Well, if we shrink our definition of the “firm” down to the IT department we can see how silos can form.

For example, if you want some DBA expertise it lowers search costs if you can just say “go see the DBA team over there” (silo). You can define clear processes to request and interact with that silo (lowers bargaining costs) and all the DBA’s report to a common line manager so when it comes to “policing and enforcement” you have a clear route to complain. It also makes life easier for the DBA’s in that they lower their internal “search costs” when it comes to sharing knowledge, information, workload etc.

So what is DevOps trying to change?

Well, DevOps postulates that creating silos based on expertise is ultimately inefficient when seen from the perspective of a building a customer product. It might be efficient for the DBA’s but these silos don’t scale very well.

In order to build a “product” I need DBA’s, systems administrators, business analysts, developers (of various flavours), testers etc etc. If all of these exist in silos, surrounded by processes, my transaction costs increase to a point where my “boundary of the firm” from the perspective of the product team has grown so high that it makes sense for me to redraw my boundary to have those skills “in-house”.

This is the essence of DevOps – we re-draw the boundaries to create cross-functional teams to reduce transaction costs within that (product) team.

Search and Information costs trend to zero because it’s not some remote person in another silo… the expertise I need is across the desk from me, interacting with me every day via our Scrum or Kanban processes.

Bargaining costs become personal, not abstract – as a team we are committing to our shared goals without the need for reams of formal processes.

Policing and enforcement likewise become social and transparent – if someone isn’t contributing or delivering on their promises then this rapidly becomes apparent to the rest of the DevOps team and social pressures start to come to bear to align their behaviour with the groups agreed goals.

Similarly from the “external” perspective to our “DevOps firm” if we have a problem with Product X its clear where the responsibility lies – with the DevOps team that owns that product – and not diffused across multiple silos (Dev, Ops, etc) who can “point the finger” at the other team as the “root cause”. For many organisations the time wasted in defining & executing “problem management” processes to solve this “enforcement cost problem” to find out who is responsible for fixing a problem are immense.

Viewing DevOps from economics perspective starts to give us a framework to understand why the empirical benefits we see in organisations that have adopted DevOps principles are created, which ultimately gives us clearer insight into how & why to implement DevOps.

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AdamSmith

DevOps, Adam Smith and the legend of the Generalist

Is DevOps at risk of being misinterpreted as “everyone should be able to do everything”? 

That somehow DevOps means you should be able to switch seamlessly between Development and Operations tasks, writing some Java application code in the morning, re-configuring the SAN in the afternoon and finishing off with a bit of light firewall maintenance in the evening ?

Take this great quote;

I’ll tell you EXACTLY what DevOps means.

DevOps means giving a shit about your job enough to not pass the buck. DevOps means giving a s**t about your job enough to want to learn all the parts and not just your little world.

Developers need to understand infrastructure. Operations people need to understand code. People need to f***ing work with each other and not just occupy space next to each other. –  John E. Vincent (@Lusis)

Whilst we whole heartedly agree with the sentiments in the quote I think that there is a risk that the phrase “need to know” about Development or Operations will be misinterpreted by some as “we need generalist staff who can do it all”.

Sadly, this would be a tragic mistake for several reasons but first and foremost because division of labour exists for a reason.

There is literally hundreds of years of economic theory, dating back to Adam Smith’s “Wealth of Nations” in 1776 and beyond, that shows how & why division of labour increases overall productivity.

Whether it’s making pins, cars or software applications the correctly co-ordinated activity between a sequence of specialists will massively increase overall productivity. In the context of making pins Smith quoted an increase in productivity of 24,000% (in comparison to one person performing all of the tasks required to make a pin).

Note that there is a critical caveat in the paragraph above – “correctly coordinated”.

Poorly coordinated activities between specialists impedes productivity and creates bottlenecks, mistakes and re-work. Reinert’s ideas of “flow” in product development, Goldratt’s Theory of Constraints (TOC) and the whole Lean movement are about ensuring that activities in the “value chain” are correctly aligned and smoothly flow from one stage (or specialism) to another to ensure that maximal productivity and value are achieved.

So what does this mean in terms of DevOps and the quote above?

Coordination requires effective communication so I think that the quote above could be re-stated to say “need to know enough about Infrastructure/software development in order to be able to communicate effectively with other specialists”.

For example, Developer’s need to know enough about infrastructure and web operations to understand why a scalable user session state management solution is critical when running a distributed system because “just running it all on one box like we do in my dev environment” isn’t a good solution. Conversely Operations need to know enough about the language stack they support to be able to read a stack trace as part of their troubleshooting workflows to help identify the root cause of a problem.

So whilst hopefully agreeing that DevOps doesn’t mean the end of specialists performing specialized skills and ergo the creation of hybrid generalists it’s worth mentioning that Adam Smith did have some warnings on the downsides of over-specialization that have some resonance for DevOps:

“The man whose whole life is spent in performing a few simple operations, of which the effects are perhaps always the same, or very nearly the same, has no occasion to exert his understanding or to exercise his invention in finding out expedients for removing difficulties which never occur. He naturally loses, therefore, the habit of such exertion, and generally becomes as stupid and ignorant as it is possible for a human creature to become. The torpor of his mind renders him not only incapable of relishing or bearing a part in any rational conversation, but of conceiving any generous, noble, or tender sentiment, and consequently of forming any just judgment concerning many even of the ordinary duties of private life” – Adam Smith (Wealth of Nations)

Alexis de Tocqueville agreed with Smith:

“Nothing tends to materialize man, and to deprive his work of the faintest trace of mind, more than extreme division of labour.” Alexis de Tocqueville

Smith warned that workers “become ignorant and insular as their working lives are confined to a single repetitive task” which is the silo-oriented mental state that @Lusis rails against in the opening quote when he says DevOps “means giving a shit about your job enough to not pass the buck”.

DevOps “First Way” emphasises “Systems Thinking” – looking at the larger system as a whole not just your narrow silo view – so the risks raised by Smith and De Tocqueville are valid concerns for DevOps.

So there is a tension here… we need the productivity of specialisation but we don’t want the insular worldview of “extreme division of labour”.

Scrum in Agile software development addresses similar concerns by emphasising cross-functional teams, “Individuals and interactions over processes and tools” and generally focussing on high-bandwidth communication as a way to tear down silos.

DevOps can (and should) emphasise the same solutions to resolve this tension.