agile release management for fast moving enterprises

Agile Release Management for Fast Moving Enterprises

 John Vogt  Platform Product Management  [email protected]  @twitterhandle  

Built in Features, Layouts, Graphic Resources and How To’s

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Safe Harbor

Introduction to Salesforce ALM Salesforce Application Lifecycle Management (ALM) for Enterprise IT Customers

What is Application Lifecycle Management?

Requirements Management Environments

Integrated Development Environments

Version Control

Continuous Integration

Release Management

Development environments for agile app development

Develop x x x x

QA x x x

Integration Test x x

Batch Data Test x x

Training x x

UAT x x

Performance and Load Testing x

developer developer

pro

partial

copy

full

copy

Sandbox Environments

Release Management Tools

Production Environment

Sandbox Environment Migrate & Deploy Changes

Release Management

Change Sets • Point and Click Development • Small Number of Teams and Projects

Ant Migration Tool • Multiple Projects and Teams • Automation • External Tool Integration

ALM with Change Sets

Production Environment

Development Environment

Release Management

Staging Environment


Change Set Developer Sandbox Full Sandbox

Agile ALM with Ant and External Tooling

Version Control System


ANT MIGRATION TOOL

Version Control



System

Staging

CI Build Environment

SANDBOX


Release Management

Place Customer or

Partner logo in white area of

slide, centered horizontally

Steve Schwartz Manager, Software Development & Engineering, Comcast

Introduction • Finance Degree • 2002 NCAA Champs!

• Finance Leadership Development Program

• Finance, Accounting, Business & Systems Transformation

• Rutgers MBA

• DevOps Manager for Salesforce Planning Platform and Strategic Teaming & Integration

Comcast Overview

Comcast is a large, geographically diverse company

Department Silos, Application Silos Process and data visibility Transparency Traceability Common lingo

Comcast is a large, geographically diverse company

Converged to a single platform Establish common and repeatable practices Common Terminology Common Data Align timelines Access to reporting Ownership and Accountability

Our Salesforce Project Timeline, Past Two Years

Team

S

ize

Use

rs

March ‘13

Begin Development

Budget

July ‘13

Deploy Budget

Support Budget

September ‘13

Begin Development

Forecast

Deploy Forecast

January ‘14

Begin Development:

Resources

Deploy Resources

March ‘14

Optimize, Efficiency, Budget Enhancements

Begin Development: Timekeeping

Deploy Budget Enhancements

July ‘14

0 650 850

Timekeeping Wave 1

3,500

December ‘14

December ‘13

Timekeeping Wave 2

7,000

March ‘15

Begin Development:

Space Planning

May ‘15

Deploy Space Planning

June ‘15

Lab Project: Truck Rolls

Timekeeping Mobile

Sales Cloud for Internal

Cloud

App

s

1 2 3 4 5 6 7

Change Sets ANT Migration Tool Git IDE

Budget App – Deployed July ‘13

Development Strategy: Agile. •  Iterative with frequent user demo/testing

•  Near real time feedback loop

•  1 Developer, 1 Sandbox, developer console, change set migrations

Embedded logic to manage and report on budget demand without requiring understanding of full finance reporting process

March ‘13

July ‘13

Sept ‘13

January ‘14

March ‘14

July ‘14

Dec ‘14 Dec ‘13

March ‘15

May ‘15

June ‘15


Team

S

ize

Use

rs

March ‘13

Begin Development

Budget

July ‘13

Deploy Budget

Support Budget

September ‘13

Begin Development

Forecast

Deploy Forecast

January ‘14

Begin Development:

Resources

Deploy Resources

March ‘14




July ‘14

0 650 850

Timekeeping Wave 1

3,500

December ‘14

December ‘13

Timekeeping Wave 2

7,000

March ‘15

Begin Development:

Space Planning

May ‘15


June ‘15


Timekeeping Mobile


Cloud

App

s

1 2 3 4 5 6 7


Timekeeping – Deployed December ‘14  Development Strategy: Agile

•  Highly iterative with frequent sponsor review, revision


•  After launch, continuous deployment for new features

•  Waterfall vs. Agile

•  2 Developers, Developers Sandbox, Production Copy Sandbox (staging/UAT)

•  Shift to Eclipse IDE, GIT repository for code check in, roll back

•  Change sets for migration, exploring Ant

March ‘13

July ‘13

Sept ‘13

January ‘14

March ‘14

July ‘14

Dec ‘14 Dec ‘13

March ‘15

May ‘15

June ‘15


Team

S

ize

Use

rs

March ‘13

Begin Development

Budget

July ‘13

Deploy Budget

Support Budget

September ‘13

Begin Development

Forecast

Deploy Forecast

January ‘14

Begin Development:

Resources

Deploy Resources

March ‘14




July ‘14

0 650 850

Timekeeping Wave 1

3,500

December ‘14

December ‘13

Timekeeping Wave 2

7,000

March ‘15

Begin Development:

Space Planning

May ‘15


June ‘15


Timekeeping Mobile


Cloud

App

s

1 2 3 4 5 6 7


Rapid Prototyping & Deployment  Tech Ride Along & Call Center Visit Portal

•  Ideation to delivery in 3 days

•  Mission: Code Free

•  Mobile and web enabled designed exclusively with Flow

March ‘13

July ‘13

Sept ‘13

January ‘14

March ‘14

July ‘14

Dec ‘14 Dec ‘13

March ‘15

May ‘15

June ‘15

How Did We Do It?  Iterate

•  Define user story, estimate, execute, demo, refine, repeat. Leverage developer sandbox, full production copy sandbox for testing/demo, production

•  Experiment with new features and be willing to fail

Automate Everything •  New user creation, user deactivation, timesheet generation, timesheet copying, update

lookup relationships that drive UI, sharing rules

•  Salesforce tools?

 Personalize •  Reduce training and support time by customizing landing pages on log in, showing user

everything they need to see in one place

•  Embed reporting where its needed to give teams what they need without having to leave the source record

On the Horizon – Next Six Months

 Timekeeping Mobile

 Expand capabilities for Internal Cloud CRM

 Continue financial planning and execution process convergence

Budget

Forecast Execute

LRP

Place Customer or

Partner logo in white area of

slide, centered horizontally

John McKenney Chief Architect of Solution Strategy & Innovation, CLS Division, Corporation Service Company

Introduction •  18 years of experience in Information Technology.

•  Functional expert in highly regulated & complex industries, such as Life Sciences, Financial, Nuclear Power, Utilities and Legal.

•  10+ years of experience with Customer Engagement & Experience Management.

•  Joined CSC in early 2014 to help transform the

Technical Services Group of CLS with Innovation and Strategic Solutions.

•  Led a small team that delivered a powerful Service Cloud experience to our world-class Customer Service Organization.

•  Transitioned to lead our Solutions Strategy Group.

•  Support the transformation program to expand beyond CRM with the Force Platform to support our future growth.

CSC Corporate and Legal Solutions: Corporation Service Company® (CSC®) provides business, legal, and financial services to many of the world’s largest companies, law firms and financial institutions. Founded more than a century ago, our company is dedicated to making business easier, less risky, and more profitable, wherever it’s done. We offer a solution for every phase of the business life cycle. CSC supports the work of the corporate secretary and in-house law department with entity management, matter management, electronic billing, compliance, and global subsidiary management solutions. eRecording services: Corporation Service Company® (CSC®) provides eRecording solutions that establish an electronic "bridge" between submitters of real estate documents and county offices, enabling documents to be prepared, submitted, recorded/rejected, indexed and returned quickly, efficiently and electronically. CSChas provided business solutions to the legal, corporate and financial communities for more than 110 years. UCC services: Corporation Service Company® (CSC®) is a leading provider of legal and financial services for many of the world’s largest companies, law firms, and financial institutions. Founded in 1899, CSC has provided UCC services to the financial community since states began adopting the Uniform Commercial Code (UCC). CSC Trust Company of Delaware: CSC Trust Company of Delaware is part of the Special Purpose Entity Group at Corporation Service Company®(CSC®), which also provides special purpose vehicle management and independent director services. As a wholly owned subsidiary of CSC, CSC Trust is backed by one of the largest service companies in the world, providing corporate services to law firms and corporations since 1899. CSC has more than 1,800 employees worldwide and provides services in all 50 states, Washington D.C., and in more than 120 international jurisdictions.

CSC Overview Corporation Service Company® (CSC®), a privately held business and legal services organization, provides matter management, corporate compliance, and trustee services for companies and law firms worldwide; digital brand services for top global brands; and due diligence and transactional services for the world's largest financial institutions. Founded in 1899, CSC has more than 1,800 employees throughout North America, Europe, Africa and the Asia-Pacific region.

Problem Statement Problem: In order to maintain and continually improve CLS’s World Class Customer Service and Support our customer-facing Customer Service Representatives must access multiple applications, traversing three screens, while still providing rapid and accurate responses to our customers. It is truly an arduous task to get a complete, 360O view of the Customer. Some of these factors are due to:

–  The complexities of working with jurisdictions throughout the country. –  Personal Agent/Client relationship, no call centers or queues. –  Complex hierarchies within large Corporate Entities. –  Growth by acquisition causes legacy and overlapping data systems.

The value we were able to provide: –  Intelligent, rule-based, Email to Case Routing from Exchange directly to a Case

without changing Customer Experience/Behavior. –  Real-time metrics and data to Workflow Coordinators and Leaders. –  Direct integration (asynchronously & near real-time) between Accounts/

Contacts to our back-end legacy systems. –  Deeplink integrations to Invoice, Payment and Credit information. –  Case Escalation, custom alerting & out-of-office components and countless

other innovations.

Email

Phone

Instant Message

Customer Master Records

Order Processing Engine #1

Order Processing Engine #2

BPM/Workflow Tasks

Billing

Jurisdictional Sites

Invoices/Payments

Customer Preferences

Legacy Reporting System

New Reporting System

Spreadsheets

Customer 360

< 4 months of Development < 6 months to completely transform our Service Organization

Timeline

Busin

ess

Case

Serv

ice C

loud

Pr

ocur

emen

t/Pu

rcha

se

Requ

irem

ents

Prot

otyp

ing

Deve

lopm

ent o

f

Core

Fea

ture

s

Func

tiona

l Pr

otot

ype

Dem

onst

rate

d Ad

ditio

nal

Feat

ure

Deve

lopm

ent

Chan

ge/

Man

agem

ent

UAT

Go

Live

June-July ‘14

August 15 Aug-Sep Aug-Sep Sep-Oct Oct 20 Nov-Dec Dec Dec-Jan ‘15

Jan 12

•  Over 250 Customer Facing CSR’s in Prod •  Intelligent Email Routing sends “all customer” Emails to SFDC for cases •  Over 8 Major Service Teams •  Handling our most major accounts/aggressive SLAs •  Enterprise-grade data synchronization •  Integrations with Legacy systems w/o needing to change back-ends •  Fully Federated SSO

CSC Service Console  Brings all of the major systems of record into one console giving CSR’s the first true Customer 360 in over 40 years.

 Full Trigger framework to allow Account/Contact creation and updates with near real-time synchronization with backend systems of record.

 Flexible system provides options for an elegant solution to duplicate and system required contacts.

 Development Strategy: Agile. •  Iterative with frequent user demo/testing


•  Flexible prototypes and POCs

•  Immediate Dev Ops with Sandboxes

My Custom Settings  Sophisticated “My Custom Settings” app puts all of our CSR’s customization needs directly at their fingertips.

 Supports the personal relationship our Customers have with their CSR, while providing flexibility to support aggressive Case SLAs, route work to after hours staff and to support our quality standards of personalized messaging.

 Development Strategy: Agile •  Highly iterative with frequent sponsor review,

revision


•  After launch, continuous deployment for new features

How Did We Do It?  Iterate

•  Define user story, estimate, execute, demo, refine, repeat. Leverage developer sandbox, full production copy sandbox for testing/demo, production

•  Innovate and fail fast, be brave and put ideas in front of our end-users within weeks from requirements gathering.

 Integrate with what we have, customize in ways we could have never imagined •  Instead of trying to replace all legacy systems at once, integrate using our core BPM engine, provide

federated deeplinks to our applications, integrate external report data, clean data by enforcing greater data quality standards and synching back “home.”

 Personalize •  Put the power of configuration in our end-users hands with an elegant design that supports our high profile

clients and supports their aggressive SLAs.

•  Go beyond a simple email to customers. Personalized email templates, actions, events and other settings give CSRs more flexibility than ever.

We are we going?  Leverage the power of the platform

•  Expand solutions beyond the Service Cloud by tightly integrating front-facing CSR activity with the rest of the enterprise.

•  Re-use instead of re-invent.

•  Declare before code.

•  Replace Legacy component by component, without a huge change management burden, by slowly integrating Force into sections of applications.

•  Break free from large front-end Epic planning, start with innovation, fail fast and succeed even faster.

•  Empower our stakeholders with Citizen IT, multi-mode development and foundational components; all in one managed platform.

Thank you