bsr method for devops

© 2015 CA. All rights reserved.

USING THE BSR STRATEGY TO IMPLEMENT DEVOPSAND IMPROVE YOUR CUSTOMER EXPERIENCE

Business Service Reliability

Tony DavisVP Solution Strategy & Sr. Advisor

Problem Management Application Development

Testing & QAIncident Management(PRODUCTION)

1. 2.

4. 3.

IN THE APPLICATION ECONOMY, THE FOUR IT SILOS MOST

ACCOUNTABLE FOR CUSTOMER EXPERIENCE TRADITIONALLY

HAVE COMPETING PRIORITIES AND METRICS.



1. 2.

4. 3.

TRADITIONAL MEASURMENTS OF SUCCESS

MTTR IMPROVEMENTS



1. 2.

4. 3.


MTTR IMPROVEMENTS

ROOT CAUSE ANALYSISCLOSING TICKETS



1. 2.

4. 3.


MTTR IMPROVEMENTS


AGILE SPEEDY DEVELOPMENTMULTIPLE RELEASES



1. 2.

4. 3.


MTTR IMPROVEMENTS



DEFECTS FOUNDDEFECTS FIXED




MTTR IMPROVEMENTS



DEFECTS FOUNDDEFECTS FIXED

DO WE REALLY WANT TO GET MORE RELEASES INTO PROD FASTER IF THE CODE IS NOT GOOD?

DOES IT MATTER IF WE FIX 98% OF OUR DEFECTS IF THE 2% LEFT CAN TAKE DOWN OUR ENTIRE SITE?

IS IT REALLY IMPORTANT TO TAKE MTTR DOWN BY 60% IF THE NUMBER OF SEV 1 INCIDENTS INCREASES?

DOES IT MATTER IF WE CLOSE A PROBLEM TICKET WITH A FIX IF THE SAME PROBLEM CONTINUES TO OCCUR?



CX PERFECTION RATE

99.45%

BSR MEASURMENTS OF SUCCESSUSING BSR FORMULA

HOME OF TRUE CUSTOMER EXPERIENCE METRIC IN REAL TIMEOWNER OF IMPROVEMENT CYCLE



CX PERFECTION RATE

99.45%


HOME OF TRUE CUSTOMER EXPERIENCE (CX) METRIC IN REAL TIME & OWNER OF IMPROVEMENTS

PARETO ANALYSIS OF KEY CX OFFENDERS & FORECASTING CX VALUE OF FIXING PROBLEMS



CX PERFECTION RATE

99.45%




PRIORITY ADDRESSING OF PROBLEM MANAGEMENT FINDINGS WEIGHED DOUBLE ALL OTHER BUG FIXES. CONSISTENCY OF MOVEMENT TO TESTING LEVELS. IMPACT ON CX PREFECTION RATE BY RELEASE.



CX PERFECTION RATE

99.45%




DOUBLE WEIGHT OF FOUND AND FIXED CX BUGS. IMPACT ON CX PERFECTION RATE BY RELEASE IS NOW TOP METRIC COMPONENT.

PRIORITY ADDRESSING OF PROBLEM MANAGEMENT FINDINGS WEIGHED DOUBLE ALL OTHER BUG FIXES. CONSISTENCY OF MOVEMENT TO TESTING LEVELS. IMPACT ON CX PREFECTION RATE BY RELEASE.

The BSR Formula

1 human experience = (transaction1,2,3...(availability)p + (performance)p +(accuracy)p)

if every transaction was perfect in all 3 variables, then that cx was perfectif even 1 transaction was defective in any variable, then that cx was defective

customer experience perfection rate = 1 - (defective human cx/total human cx)

Where each customer is analyzed while using the same business service:

EACH CUSTOMER WORKFLOW EXPERIENCE IN ITS WHOLE, IS A

MANUFACTURED PRODUCT. YOU HAVE A MILLION CUSTOMERS COMING

TODAY TO BUY YOUR PRODUCT.

WHAT PERCENTAGE OF YOUR PRODUCT IS DEFECTIVE?

WHAT WILL YOU DO ABOUT IT?

BSR IMPLEMENTATION OF DEVOPS

1,000,000 HUMAN EXPERIENCES961,000 39,000

1- (defective finished product/total finished product)

96.1% Perfect Customer Experience3.9% Defective Customer Experience

APPLY THE BSR FORMULA



CX PERFECTION RATE

96.1%

PRODUCTION MONITORING WITH APM AND IM DISCOVERS 3.9% DEFECT RATE TODAY OVER 1 MILLION CUSTOMERS, MEANING 39,000 HUMANS ENDURED A BAD EXPERIENCE SOMEHOW, BUT WHY?



CX PERFECTION RATE

96.1%

PARETO ANALYSIS OF 3.9% DEFECT DATA FROM INCIDENT MANAGEMENT TEAM IDENTIFIES 80% OF DEFECT RATE COMES FROM 1 VERY POORLY WRITTEN SQL QUERY. FORECAST: A FIX WOULD IMPROVE CUSTOMER EXPERIENCE PREFECTION RATE (80% OF 39,000 HUMANS) TO 99.0%!



CX PERFECTION RATE

96.1%

DEVELOPMENT DOES DESIGN REVIEW AND FIXES THE BUG IN RECORD TIME. RELEASE AUTOMATION CONSISTENTLY MOVES CODE THRU TO TESTING LEVELS IN 50% OF NORMAL CYCLE TIME.



CX PERFECTION RATE

96.1%

TESTING TEAM VERIFIES FIX AND USING SERVICE VIRTUALIZATION IS ABLE TO GUARANTEE THE LOAD OF THE FIX TO PRODUCTION WILL RESPECT SANCTITY, IN HALF THE NORMAL TESTING CYCLE TIME.



CX PERFECTION RATE

99.0%THE FIX IS IN! THE FORECAST WAS MATHMATICALLY PERFECT!

30,000 FEWER HUMANS EACH DAY ARE HAVING TO ENDURE LOUSY CUSTOMER EXPERIENCE! LETS USE THIS METHOD TO MOVE ON TO THE NEXT ITEM IN THE PARETO ANALYSIS!



CX PERFECTION RATE

99.0%

MAKE THE PROMISE OF DEVOPS (SPEED, AGILITY, AUTOMATION) ACTUALLY

MEAN SOMETHING MEASURABLE TO YOUR

CUSTOMER EXPERIENCE!

Vice President, Solution Strategy

[email protected]

@td2926

Tony Davis