Better Service Visibility = Better Delivery!

Service disruption occurs when change and release management collisions occur.

How do we prevent these collisions from occurring in the first place?

Even the most sophisticated teams are subjected to these problems; why?

No matter how much planning and automation you have, there are still outages!

Now the service desk is getting hammered with calls and a VP is irate over not being able to reach his “key” system. No one is happy. The world is on fire!

We planned. We strategized… We have GREAT tools! We have GREAT PEOPLE! We AUTOMATE!!!

Why? Why me? Why us?

While you may have planned accordingly, followed the good practice handbook to the letter and thought you understood the decisions in the CAB, you still had collisions. Why?

Because you made decisions based on incomplete information.

There are MANY systems of record that hold critical information related to service delivery. That information is often not all in a single database — such as your ITSM system.

Vacation and business event information? It’s in your messaging system (Exchange).

Customer specific case information? It’s in your CRM (Salesforce.com).

Release information? It’s in your ITSM system (ServiceNow).

If key data related to change/release decisions is not all in the same system, the effort to correlate it may be painful and time-consuming, but; ultimately it is worth it if service is improved. Figure out how to get it correlated — even if it is a spreadsheet. Reduce the risk by knowing what is what.

calendar-video-preview-1
1:56 — A demonstration of a unified calendar view.

We built Kinetic Calendar to enable real-time visibility into key data from multiple applications. it’s more important than ever to be able to cross reference data from those systems. Request a free demo here.

Are We There Yet?

magic-cube-cube-puzzle-play-54101tl,dr; flexibility. From buying a new app to acquiring a company, your ability to integrate can make or break returns.

When your doctor prescribes medicine there are many questions. A patient might ask “How long until it kicks in?”

This applies to business decisions as well. Adopt a new system and executives begin to ask “When will realize value?” Start shipping a new product line and investors wonder “When will profits emerge?”

How do we answer these questions with accuracy and speed? One thing acquisitive companies do is compare books. Take a look at the finances. Look at the details of operation expenses, profits and capital expenditures. This gives you a great deal of insight about the hard facts of a business.

There are many other aspects aside from finance though. How do new products get more clarity on when profits will emerge? Unique funding tools like kickstarter have shed light on this. Why not get people signed up to buy before or during design? Have you asked people if they would buy your product? Will they? How will you tell them when it’s ready?

What if you took the kickstarter model to heart?

How will employees know when a new system will be available? When will their jobs get easier or more streamlined? Have you asked for their input?

Kickstarter has a ton of value beyond just crowdfunding. It’s a way to communicate, survey and set expectations. These functions are critical during times of flux and change.

Knowing where our teams, systems and colleagues are within a transition empowers speed.

We’re building your next kickstarter and can’t wait to share it with you. You can also try it out for yourself here.

To learn how our software empowers organizations to architect for fast integration, read our stuff on preparing to realize the value of BIG change.

 

In the beginning…

tl,dr: all business processes start somewhere, whether data, event or request driven. That simple goal is the starting point of request process improvement.

I just need to collect people’s email addresses to get started.

I get into a lot of solution conversations with my friends. This is consulting 101, but there’s more on the line when I’m personally invested in this person.

There are other challenges too, when it’s personal there’s usually a cost prohibitive budget, a.k.a. no cash on hand.

So when someone asked me how to collect information and “get started” a lightbulb went off!

All processes start somewhere.

pexels-photo-28554It appears that almost all business processes come down to a click. An order. A bit. A byte. SOMETHING; whether it be data or a request, something triggers a business response.

Can we then assume that the best software gets this?

When I asked this, I re-asked it a couple times before I realized this was the value IT was providing. Particularly when it refers to Enterprise Architecture.

The decisions you make about the puzzle you are composing with technology investments influences your ability to react to information and events.

Which is why good architects and business analysts ask difficult questions about APIs and Integration points.

Can you send an example of the JSON?

It’s why great application developers know the details of how to alert and register events. As well as how to extract and parse event and alert information in a meaningful way.

How do you start a process? Is it as easy as filling in a request form? Do you click a button? Is it complex or simple? Why?

Participants in our second virtual hackathon have been challenged to start a business process. Create a simple registration application. Start capturing those email addresses and start the business process you need to start now.

For more information about how we feel about business processes check out this simple process flow, subscribe to our blog or check out who we are!

Integration Update

We’re always adding to the list of integrations that are pre-developed and free to download. Of course you can create a custom handler for ANY service with modern web integration, but this is just easier and more cost effective :)

This month we added a ton of Azure integrations – so I put together a quick summary of integrations you might be interested in (for a full and updated list always go here.):

Infrastructure Automation

Azure

We’ve added capabilities on both the Government and Cloud sides, specifically focused on Create, Delete, Status, Retrieve, Shutdown, Restart and Start.

Amazon S3

This handler generates an expiring URL for S3. Expiring URLs take a bucket, a key (path + filename) and an expiration and build up a special URL that will give the user access to the file only for a certain time period.

Amazon EC2

There are quite a few in here for working with Images and Instances. Listing, retrieving, statuses and starting/stopping – basic functions you need in EC2.

Chef

Bootstrap a node in chef using Knife.

Rackspace

Create and delete servers.

VMWare

VSphere, for infrastructure automation of course. All kinds of options here.

Tomcat

What else? It reloads :)

OpenNMS

Trigger nodes when records are created, updated and deleted.

Sales and CRM

Salesforce

Lots of functionality like managing contacts and accounts.

Salesforce Pardot

Create and retrieve prospects.

Sugar CRM

Retrieve account records.

Stripe

Take payments and complete checkouts

Task Management

GitHub

There’s too much to list here – but we use it, there’s a ton of integration points.

ServiceNow

Too many to list, users, groups, changes and incidents mainly.

Jira

Again, too many to list… probably because we love it.

Utilities

If you like JSON, XML, CSV and password generation These handlers are for you.

BMC

Lots of shops use BMC – so obviously we have tons of integrations. Check out the Remedy, ITSM, Bladelogic and Atrium integrations.

HP Service Manager

Create and update incidents.

IWise

Create and retrieve incidents

InfoBlox

Create A records, PTR records.

Communication and Collaboration

Basecamp

Tons of integrations, invites, todo’s, events, projects and more.

Active Directory

Too many to list – this is a biggie.

Google

User admin, calendar integration and group management

Twilio

Because nobody wants to talk on the phone anymore

Citrix

Meeting automation? Yes please.

Evernote

I love this app. Use the handler to create notes or notebooks

Dropbox

Move, delete, create and share.

LinkedIn

Company posting, profile posting and a listing of connecting people

SMTP

Manage emails, meeting requests and sending attachments.

Facebook

Events, links, statuses and posts.

Imgur

Upload automation; yes!

Twitter

Search followers, compose and include pictures

Yammer

Create, delete invite – lots of options.