1 peter d’agosta – product manager @ avada software productivity through smart self service for...

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Peter D’Agosta – Product Manager @ Avada Software

Productivity Through Smart Self Service

for IBM MQ and IIB

Property of Avada Software April 2015 Author: Peter D'Agosta

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Peter D’Agosta – Product Manager @ Avada Software

Agenda

The need for ‘smart’ self service:

• History - what started it all• Benefits - example industries• Risk - headaches – what doesn’t work• Use in IT - old ways and assumptions• Use in IT - fresh new ways• Results - happy people, happy customers,

productive company


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Where did self service begin?

• Clarence Saunders* in 1917 allowed customers in his grocery to select their own items in a basket instead of asking the counter help for each item. *US patent

• You may know his stores better as Piggly Wiggly. • This was considered a revolutionary method.


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Where did self service begin?

• The next incarnations were vending machine kiosks. They were mainly used in the retail industry but the advent of ATMs really put the practice on a national map. Get your own $ 24/7 from any ATM anywhere! This was considered revolutionary.


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Benefits of self service?

• Self-service software and self-service apps are the latest tech representation of this practice. People don’t need an HR person to review their benefits or activity. In the HR industry this was considered ‘revolutionary’ technology.

• In all these cases the reason is to allow someone to get what they need without a person needed to serve them.

• More so it was COST EFFECTIVE!


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Benefits of self service…

In the Banking world:

• The avg. teller transactions per hour are 17* - That’s 3.5 minutes per average transaction

• Cost of teller transaction $1.04• Cost of phone transaction .54 cents• Cost of ATM transaction .27 cents• Cost of online transaction .015 cents

* 2006 MsMoney.com, Inc


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• It is COST efficient.• It is manpower efficient.• It provides 24/7 service.• It limits waiting time.

• There is NO debate. Don’t you agree?• This has been proven for 98 years now!


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• So, why isn’t it being adopted by IT for getting their high tech work accomplished?

o Especially in the IBM MQ & IIB world

o Especially for administration, support, development, testing, monitoring?


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Fears of self service?

• Damage to the machine? o The profit margin far outweighs that risk – or it would not be so

prevalent!o The advent of IoT type monitoring limits risk.o A User Interface cannot be damaged. (1)

• Difficulty using the machine? o Bad logistics for power or location or layout for end user. (2)o Giving too much power to the end user. (3)

• These last (3) items are addressed by good design and good security.


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‘Rube Goldberg’ of self service?

• While the entire history of self service PROVES it saves costs and provides more accessibility – the adoption curve for IT admin, support, dev, etc has been slow --- common shoppers in 1917 were faster adopters than many of our fast paced technology people!

• So let’s see why --- bad design could be one.

This is known as a Rube Goldberg machine

(A badly designed machine!)


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‘Rube Goldberg’ of self service

Let’s look at a few requirements for smart self service.

1. It can’t be slower than assisted service.


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‘Rube Goldberg’ of self service

Requirements for smart self service:

2. It can’t be more complicated than

assisted service.

Credit card goes where?Cash goes where?Ticket comes out where?Receipt comes out where?Change comes out where?It wants the Postal code where I’m standing or where I live?How the #$$ do I start again?!


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Benefits of self service?

Let’s remember though, with even modestly good design:

• It is COST effective.• It is manpower efficient.• It provides 24/7 service.• It limits waiting time.

• There is still NO debate.• This has been proven for 98 years now!

• So let’s talk about SMART self service for IT … configurations, administration, testing, info sharing, development, monitoring, reports … and more!


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The need for ‘smart’ self service for IT

• Most corporations consider IT an expense category (a necessary evil) to get their business accomplished.

• Therefore they try to keep costs of IT down to bare essentials. This usually means less resources (people).

Don’t these sound like the same need for self service in other industries?!

• However … The core people still need to get their job done, or

more, and usually have their time completely filled.


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The need for ‘smart’ self service:

• This leaves LITTLE room to …o train on new technologies.o properly investigate errors and best practices.o follow best practices.o sharpen the sword.

• Usually this means that a small few people need to process a large queue of work, either task list style or by juggling different tasks by urgency. o Squeaky wheel method.


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The Conundrum

What if the IT group could ask for help? Or … let more people help themselves?

• That would mean giving other people, often less skilled at the particular task access to the systems or data in order to assist.

• But wouldn’t that also mean:

o added work in order to button up the access and security?

o likely provisioning tools for other people?

o perhaps training to review what to look for and how to work together?

• That’s the consensus, therefore, they don’t bother.


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Consider

What if you could leverage many other smart IT people to help with the workload? … without all that setup?

• For the corporation this is good because they’re already on the payroll; a static cost.

• What if you did NOT have to provision tools to the new people that you are leveraging. (Saved Time)

• What if you could provide security, visibility access, and permissions in seconds. (Saved Time)

• This is the idea behind access to Cloud apps!!

o Yet many IT executives still do not adopt proven strategies for productivity.


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Consider

• Because most of IT is thinking of the hours needed to set this all up – according to older processes and techniques.

• They are not taking advantage of Cloud techniques except for hardware (which is easier to show $ savings on account sheet ).

• The following scenarios shows the difference in approach of George getting set up to work on a project the typical way – vs. a much more productive and secure method.


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Scenario: Normal Way

• George the consultant is hired to assist a project.

• George needs access to the servers and applications so he can contribute.

• Someone has to research which servers and applications he needs to have access to.

• The access needs to be scheduled and set up. • What if it’s across ‘many’ resources?

• What if they don’t get it all correct the 1st time.

• Will George wait in this queue again?

• George also needs a desktop provisioned with the necessary tools in order to work within the specific environment.

• The following scenario shows a different approach.


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Scenario: A Better Way

• Accept that Project A already exists.

• Visibility and Permissions are already available.

• No desktop tools need to be provisioned.

• George is added to Project A (and project D and F incidentally) within seconds.

• This saves George likely 3-5 days on the bench waiting … poor George - he liked the bench too ;)

• Better yet, his secure visibility is already known and tested. His set of permissions gives him only limited actions at this point in time.


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Read Only


Project team A

Project team B

Project team D

Project team A

Biz Unitteam E

Biz Unitteam C

Support Developer

Dev/OP

Read Only

Dashboard only

SME

Dashboard Only

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A Better Way - Results

• The company and team can now leverage George.

• And that is only George. o But this occurs many times per day for many IT people.

• This can be done in seconds for many many people.

• The company can now leverage many people for a project.

• And never worry about TOO much visibility or permissions.

• George can grow through additional permissions as needed (as well as others on the team) later, when they are ready or when the IT dept is ready for them to do so.


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A Better Way - Results

• George now has his own virtual environment that includes the ability to view his entire transaction / application chain in a particular project environment.

• George has configuration ability (to a point), he can automate transaction loads to these resources, he can monitor the result of those scenarios without the need for help from central IT group.

• George can create new transaction queues but limited to a project ‘model’ and naming convention.

• Any creates, deletes, modifications he does are in a audit log.

• George can move transactions from queue to queue and to or from message flows while viewing transaction headers and content (perhaps even altering them if needed). He could save them off to his approved folder as well. No supervision required.


24Property of Avada Software April 2015 Author: Peter D'Agosta

Administer modify/create objects

Analyze Transaction Content

Project team A

Monitor Results

Project team A

Run Load Tests

See TrendReports

Dev/OP

Read Only

Dashboard only

All this productivity! But ONLY in the specified environments.

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A Better Way – Value of Collaboration

• George wants to share his configuration scenario with others in his project group, so he bookmarks the scenario.

• George shares his bookmark with others in the project. They see what he sees – in real time - but within their permission set. o i.e. If he accidentally shares his bookmark with someone outside his project,

it won’t matter since that person doesn’t have visibility/permission, it doesn’t work for them.

• Since George is restricted from sharing the transaction content with another project group, he shares only the environmental view and not the content.

• Since George does need an approved “SME” to review the transaction content, he shares that content with the “SME”

He allows another Group to download those transactions to a permitted folder – for content validation via other tools.


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Consider: A Better Way - Value of Scale

• There are many Georges in the organization, in fact 100’s (some companies 1000+).

• Think of manually setting up that type of ability for 100’s of users. Securing the resource, the visibility, the permissions, and the associated tools for all his project requirements. Think of the provisioning process involved for all of those people!

• Now think of that taking MINUTES.

• Think of the productivity gained through collaboration.

• Think of the productivity of leveraging 100’s of other people on this project.

• Now think of that without any risk of intentional or accidental visibility or uncontrolled actions.


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NYC QMGR

Win2kOS/390 AIX

AS400

HPUX

Linux

http http

WAS app1London QMGR

Solaris

London WMB DataPower1

HP-NonStop

Dev/QA

Op Support

Admins

Central Server Connects to Everything

The InfraRed360 Environment

Same process applies to ANY

middleware system!

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New York Qmgr

Win2kOS/390

AS400

http http

WAS app1London Qmgr

MQ Dev/Ops

Dev-Ops Group can see only, can do only



middleware system!

IIB Dev/Ops

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Win2kOS/390

http http

WAS app1

WAS appTeam

MQ appTeam



middleware system!

London Qmgr

Applications Group can see only, can do only

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Would you like to see exactly how this works in a live Product Preview?

• Contact us at [email protected]

• Or [email protected]

• Or http://info.avadasoftware.com/request-a-demo?• and schedule a product preview

• Give us 30 minutes of your time via web share and you’ll understand and appreciate the power of SMART self-service.


mailto:[email protected]

mailto:[email protected]

http://info.avadasoftware.com/request-a-demo

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Results of Self Service for IT (especially MQ/IIB)

• It is COST efficient.

• It is manpower efficient.

• It provides 24/7 service.

• It limits waiting time.

vs.


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• You have people who are more rested and more productive

• You have quicker response and results to problems

• You leverage more independent thought, action, people

• You have happier employees (no waiting on queue)o Less overworked bottleneck people

• You have happier customers (due to better service)


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• You have achieved Piggly Wiggly status !!!


1 peter d’agosta – product manager @ avada software productivity through smart self service for...

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