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© 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.
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
1. 2.
4. 3.
TRADITIONAL MEASURMENTS OF SUCCESS
MTTR IMPROVEMENTS
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
1. 2.
4. 3.
TRADITIONAL MEASURMENTS OF SUCCESS
MTTR IMPROVEMENTS
ROOT CAUSE ANALYSISCLOSING TICKETS
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
1. 2.
4. 3.
TRADITIONAL MEASURMENTS OF SUCCESS
MTTR IMPROVEMENTS
ROOT CAUSE ANALYSISCLOSING TICKETS
AGILE SPEEDY DEVELOPMENTMULTIPLE RELEASES
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
1. 2.
4. 3.
TRADITIONAL MEASURMENTS OF SUCCESS
MTTR IMPROVEMENTS
ROOT CAUSE ANALYSISCLOSING TICKETS
AGILE SPEEDY DEVELOPMENTMULTIPLE RELEASES
DEFECTS FOUNDDEFECTS FIXED
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
TRADITIONAL MEASURMENTS OF SUCCESS
MTTR IMPROVEMENTS
ROOT CAUSE ANALYSISCLOSING TICKETS
AGILE SPEEDY DEVELOPMENTMULTIPLE RELEASES
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?
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
CX PERFECTION RATE
99.45%
BSR MEASURMENTS OF SUCCESSUSING BSR FORMULA
HOME OF TRUE CUSTOMER EXPERIENCE METRIC IN REAL TIMEOWNER OF IMPROVEMENT CYCLE
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
CX PERFECTION RATE
99.45%
BSR MEASURMENTS OF SUCCESSUSING BSR FORMULA
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
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
CX PERFECTION RATE
99.45%
BSR MEASURMENTS OF SUCCESSUSING BSR FORMULA
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
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.
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
CX PERFECTION RATE
99.45%
BSR MEASURMENTS OF SUCCESSUSING BSR FORMULA
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
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
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
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?
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
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%!
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
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.
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
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.
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
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!
Problem Management Application Development
Testing & QAIncident Management(PRODUCTION)
CX PERFECTION RATE
99.0%
MAKE THE PROMISE OF DEVOPS (SPEED, AGILITY, AUTOMATION) ACTUALLY
MEAN SOMETHING MEASURABLE TO YOUR
CUSTOMER EXPERIENCE!