pbo1182bu how to reduce manual labor with automation in … · · 2017-10-13how to reduce manual...

Chris Kunselman

PBO1182BU

#VMworld #PBO1182BU

How to Reduce Manual Labor with automation in IT Operations Using VMware Solutions

VMworld 2017 Content: Not fo

r publication or distri

bution

• This presentation may contain product features that are currently under development.

• This overview of new technology represents no commitment from VMware to deliver these features in any generally available product.

• Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.

• Technical feasibility and market demand will affect final delivery.

• Pricing and packaging for any new technologies or features discussed or presented have not been determined.

Disclaimer

CONFIDENTIAL 2



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Agenda

1 Common Challenges

2 Criteria for Success

3 Recommended Approach to Automation

4 Example

#PBO1182BU CONFIDENTIAL 3



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Common Challenges with Automation



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The Struggle




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IT Processes



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Conway’s Law


New System Your Organization



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Resistance to Change




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Other Automation Challenges

• Antiquated systems

• Monolithic applicationarchitectures

• Incompatible APIs

• Customized into a corner

• Inadequately skilled resources

• Constant shifting of strategy or organization structures




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Criteria for Success



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Potential Benefits to Automation


How do we quantify these benefits?

Employees can focus on high-value projects and improvement

Create cross-organizational collaboration and teamwork

Eliminate errors and missing information by removing human touch, mundane steps

Consistency and standardization, reducing operational costs

Share institutional knowledge through staff changes



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People Factors will Determine your Financial Return or ROI

How quickly are people up

and running on the new

systems, processes and job

roles?

How many employees

(of the total population) are

demonstrating “buy-in” and

are using the new solution?

How well are individuals

performing compared to the

level expected in the design

of the change?

© Prosci. All Rights Reserved. #PBO1182BU CONFIDENTIAL 13



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Lagging Adoption Affects Your ROI


-5

-4

-3

-2

-1

0

1

2

3

4

5

6LaggingAdoption

ExpectedReturn onInvestment

Time Periods

Ne

t C

ash

flo

w b

y P

erio

d

Proficiency is the

Goal

© Prosci. All Rights Reserved.



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Proficiency


0

1

2

3

4

5

6

7

Experience

Proficiency

Awareness of

the need

Training Skills

& Knowledge

Ability to

perform Job

Functions

Competency

Enables

Others

Value is Attained

Hands-On Coaching



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Certainty of

expected ROI

or benefit from

change

Amount of change to how people do their

jobs – ‘people change’

Technology only

implementation project

(I.e. Just Virtualization)

Cloud Automation Project

(I.e. Automate Service

Provisioning)

High

Low High

Low

Why Does Actual ROI Differ from Expected ROI?

What changes for people?

• Must collaborate between silos

• Elimination of non-value tasks

• Request to request to request . . .

• Multiple systems touched




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Improved Adoption Drives Benefits!


Current StateTransition

StateFuture State

C C C C C

C C C C C

C C C C C

C C C C C

C C C C C

Fully adopted

T T T T

T T T T

T T T T

T T T

T T T T

Resistance

F F F F

F F F

F F

F

F F

Limited

Benefits

Limited Adoption




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F F F F

F F F

F

F

F F

F F F F F

F F F F F

F F F F F

F F F F F

F F F F F

Instead of

Improved

ROI

Deliver on

Expectations

Greater Benefit

Realization

Improvement

Attained




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OP

ER

AT

ING

MO

DE

L M

AT

UR

ITY

VMware Value ModelDigital Enterprise Requires Significant People Change

INFRASTRUCTURE PROVIDER

“Consolidate, virtualize, outsource resources

to cloud “

FUTURE-PROOF YOUR CLOUD

BUSINESS PARTNER

“Provide on-demand business aligned

applications and services with quality, reducing costs

and increasing agility.”

ACCELERATEINNOVATION

DIGITALENTERPRISE

“IT and business convergence for generating

demand and increasing growth. Developing

and delivering digital business models “

NEW BUSINESS MODELS

BUSINESS RELATIONSHIP




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INFRASTRUCTURE PROVIDER

BUSINESS PARTNER

DIGITALENTERPRISE

OP

ER

AT

ING

MO

DE

L M

AT

UR

ITY

VMware Value ModelDigital Enterprise Requires Significant People Change?

Reducing CapEx

Maximizing Efficiency

Generating Revenue

Months to Days On Demand Any Platform

Automated Infrastructure

Automated Services

Automated Business

BUSINESS RELATIONSHIP




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A New Mindset May Be Required!




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What Mindset should your teams be shifting to?

22

Controlling Change Embracing Change

Command & Control Empowerment

Functional Silos Value Streams & Systems Thinking

Low Cost Focused Provider Enabling Business Value

Hoarding Resources Sharing & Experimenting

Culture of Fear of Failure Culture of Learning

Tactics for Leading Change: Evaluating What DevOps Patterns and Practices Would Work Best for Your Enterprise ~ DevOps Enterprise Forum 2016

#PBO1182BU CONFIDENTIAL



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Cloud Service Roles

23

Portfolio Management

Team

Cloud Business Manager

(Costing)

Portfolio Manager

Process / Policies & Blueprints

Cloud Infrastructure

Services Team

Cloud Infra Service

Architect

Cloud Engineer

Network & Security

Cloud Infra Capacity Analyst

Cloud Infra Service

Administrator

Cloud Infra Service

Developer

(Integrations)

Cloud Infra Service Owner

Cloud Operations

Services Team

Service Architect

Service QA

Service Analyst

(L1, L2)

Service Administrator

Service Developer

Service OwnerBusiness

Relationship Manager

Enterprise Architect

(Strategist)


Team


(Costing)

Portfolio Manager

Policy / Blueprint Manager

Business Management

Skills

Cloud Operations

Services Team

Service Architect

Service QA

Service Analyst

(L1, L2)


Service Developer

Cloud Service Design

Skills


Services Team

Cloud Infra Service

Architect

Cloud Engineer (network, security, storage)


Cloud Infra Service

Administrator

Cloud Infra Service

Developer

(Integrations)

Platform & Technology

Service Skills




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Recommended Approachto Automation



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Value Stream Mapping

Value stream mapping is a lean-management method for analyzing the current state of a process and designing future state improvements.

A Value Stream consists of ALL activities (across all teams) required to fulfill a customer request from order to delivery.




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Value Stream Mapping

• A form of process documentation

• Does not have to describe every aspect and detail of process

• Focuses on:

– Who is performing work

– What lead time or wait time is required

– How long is the work time

– Work accuracy




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Value Stream Mapping Approach

Prepare

• Review existing process

• Identify all key process stakeholders

• Understand process steps, policies, procedures

• Understand current bottlenecks

Map Value Stream

• Outline the process steps

• Identify work-time / wait-time

• Calculate % accuracy

• Collect Data

• Identify steps that can be automated

Plan Automation

• Analyze Data

• Identify improvements

• Calculate time savings from work/wait-time

• Set target metrics

• Prioritize each element of automation




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Perform the Value Stream Analysis

28

Discover for each step Definition

Lead Time (Wait Time) Total time from the customer perspective

Work Time Actual time it takes to complete a task

Cumulative % C / A (Accuracy of

each step)% of accuracy each step is performed manually

Longest Lead Time(s) The step that has the longest lead time from the

customer perspective

Longest Work Time: The step that takes the longest to complete

Lowest % C/A The most accurate step performed manually

Automate-ability Can a manual step be automated with orchestration?

Re-engineer? Should this step be changed before automation?




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Total Perceived Time to Complete


Request Received

All Work Completed

Total Lead Time

Work Time Per Task

Wait TimeVMworld 2017 Content: N

ot for publicatio

n or distribution

Example



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Let’s Do An Example Together . . .

• Value Stream Mapping:

– VM Provisioning Process

• Absolute accuracy is not important here…




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High-Level View of Process Automation

32

Duration: 14 days

30 min 2 days 2 weeks 10 min 10 min 10 min 10 min 5 min 5 min 2 days 2 days

30 min 2 days 0 weeks 0 min 0 min 0 min 0 min 0 min 0 min 0 days 0 days

Duration: 2 days


Over 85% improvement

Open &

Complete

Request

Form

Workflow

Approval

vRA

Service

vRA

Approval

vRA

Provision

Request

vRA

Validation

vRA

Closeout

Request

Ticket

Close

Change

Control

Ticket

CMDB

Manual Provisioning ProcessCurrent State

Change

Control

Close

vRO

Orchestration &

AutomationAutomated Provisioning Process

Future State

Open &

Complete

Request

Form

Workflow

Approval

vRA

Service

vRA

Approval

vRA

Provision

Request

vRA

Validation

vRA

Closeout

Request

Ticket

Close

Change

Control

Ticket

CMDB

Change

Control

Close



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Example End-to-End VM Provisioning Process – Manual Steps

Select from

ITSM CatalogRequest Approval

Fill in Form VM

Requirements Create AD object

Clone VM Add VM to ClusterSelect Storage

Location

Customize vCPU,

vRAM, vNIC, etc.

VM Tagging Assign Static IPRename and

Join DomainSecurity Scan

CMDB / CI

RegistrationRegister Backup Monitoring Agents

Mail Relay

Configuration

Automate this Activity via Templates,

Blueprints, and pre-designed Services

Request

Ticket

Select vRA

catalog item

Close Request &

Notify




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Example End-to-End VM Provisioning ProcessManual Steps In Hours

Select from

ITSM CatalogFill in Form VM

Requirements Create AD object

Clone VM Add VM to ClusterSelect Storage

Location

Customize vCPU,

vRAM, vNIC, etc.

Assign Static IPRename and

Join Domain

CMDB / CI

RegistrationRegister Backup Monitoring Agents

Automate this Activity via Templates,

Blueprints, and pre-designed Services

Request

Ticket

Select vRA

catalog item

Close Request &

Notify

LT: .25 hrs.WT: 15 min%C/A: 70%

LT: 1 hr.WT: 15 min%C/A: 90%

LT: 8 hrs.WT: 15 min %C/A: 98%

LT: 15 minWT: 15 min%C/A: 70%

LT: 32 hrs.WT: 15 min%C/A: 95%


LT: .5 hrs.WT: 30 min%C/A: 80%

LT: 1 hr.WT: 15 min%C/A: 95%

LT: 1 hr.WT: 15 min%C/A: 95%




LT: 40 hrs.WT: 2 hrs.%C/A: 75%






VM Tagging Security Scan

Mail Relay

Configuration

Request Approval




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What do the Results Tell Us?


Metric Value

Cumulative Lead Time (Wait Time) 136 Hrs. or 3.4 weeks

Cumulative Work Time 6.75 Hrs.

Cumulative % C / A • Only 12% total accuracy of the process

Longest Lead Time(s): • Security Scanning (40 hrs.)

Longest Work Time: • Security Scanning (2 hrs.)

Lowest % C/A • Select from Catalog (70%)VMworld 2017 Content: N

ot for publicatio

n or distribution


Results if Automated!

36

Task % CA LT in Hrs. WT in Hrs. Automate?

% CA After

Automation

LT After

Automation

WT After

Automation

Select Catalog Item 70% 0.25 0.25 N 70% 0.25 0.25

Fill in Request Form 80% 0.5 0.5 N 80% 0.5 0.5

Request /Approval 95% 32 0.25 Y 100% 0 0

Select vRA catalog item (match) 80% 0.25 0.25 Y 95% 0 0

Create AD Object 98% 8 0.25 Y 100% 0 0

Clone VM 98% 2 0.25 Y 100% 0 0

Add VM to Cluster 98% 2 0.25 Y 100% 0 0

Select Storage Location 95% 1 0.25 Y 100% 0 0

Customize vCPU, vRAM, vNIC 95% 1 0.25 Y 100% 0 0

Tagg VM 90% 1 0.25 Y 100% 0 0

Assign Static IP 95% 8 0.25 Y 100% 0 0

Rename & Rejoin Domain 75% 8 0.25 Y 100% 0 0

Security Scan 75% 40 2 Y 100% 0 0

CMDB/CI Registration 80% 8 0.25 Y 100% 0 0

Register Backup Agent 98% 4 0.25 Y 100% 0 0

Register Monitoring Agents 98% 4 0.25 Y 100% 0 0

Mail Relay Configuration 90% 8 0.5 Y 100% 0 0

Close Request & Notify 99% 8 0.25 N 100% 8 0.25

Total: 12% 136 6.75 53% 8.75 1



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Example #2: Calculate Labor Savings

37



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Example #3: Request to Increase Capacity


0%

1%

2%

3%

4%

5%

6%

7%

0

50

100

150

200

250

Feb Mar April May June July

SDDCCapacityIncreaseChanges

#ofChanges %ofFailure

TimePerRequest(inminutes)

RequestsPerDay

HourstoProcessPackageof20Requests(onechangeticket)

Non-Automated

Review/Approve 5 20 8.33

Plan/queue 10

Provision 5

Close 5

TotalTimePerRequest: 25 min

Automated

Review/Approve 2 20 1.00

Plan 0

Provision 0

Close/Validate 1

TotalTimePerRequest: 3 min



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Target Metrics

• Base your metrics on reliable / reasonably accurate analysis

• Analyze your processes with enough accuracy to define achievable goals

• Publish them for all to see

• Hold yourselves accountable

39

OnCloud ITS Services UpdateCompany’s Hosting Services

Delivering infrastructure resources so you are always market ready!

Fast, Agile, & Scalable

CostEffective

Compliant & Secure

$254.5M

Did you Know?

Provision infrastructure for any application at any time with the click of a button

Minimize upfront investments in

infrastructure and only pay for what

you need

Proactively manage risk, automatically enforce standards,

and regulatory requirements

Target:Provision ave. 40 days to 1

Target:$1000 - $100 per VM

Target:90% error reduction

60 Days

26.0%

We expect to reduce our IT spend by this much over the next 5 years

It currently takes this much time to order and provision physical hardware to keep up with application demand

Of our applications may be out of security compliance due to unique provisioning processes and lack of enforced standards

”

For additional information visit: http://ourprivatecloudprogram.com




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Recap

40

How quickly are people up and running on the new

systems, processes and job

roles?

How many employees (of the total population) are

demonstrating “buy-in” and

are using the new solution?

How well are individuals performing compared to the

level expected in the design

of the change?



Services Team

Cloud Infra Service Architect

Cloud Engineer Network & Security


Cloud Infra Service

Administrator

Cloud Infra Service

Developer

(Integrations)

Cloud Operations

Services Team

Service Architect

Service QA

Service Analyst

(L1, L2)


Service Developer


Team


(Costing)

Portfolio Manager

Process / Policies & Blueprints

Cloud Infra Service Owner

Service Owner

Business Relationship

Manager

Enterprise Architect

(Strategist)

Fast, Agile, & Scalable

CostEffective

Compliant & Secure

Provision infrastructure for any application at any time with the click of a button

Minimize upfront investments in

infrastructure and only pay for what

you need

Proactively manage risk, automatically enforce standards,

and regulatory requirements

Target:Provision ave. 40 days to 1

Target:$1000 - $100 per VM

Target:90% error reduction

Keep it Simple = Fast Results



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