Are You A Service Provider? Be Ready for Evolution in Professional Java Development

Are You A Service Provider?

Arthur Neudeck Giniality AG 243

AGENDA

Prologue

> About the Author:

– Founder, Senior Engineer +Architect and CxO at Giniality AG

– ITIL Expert

– Java Pioneer since 1995, former president of JUG-CH (JUGS)

– 40 years old, married, 2 children

> About Giniality AG:

– founded 2001

– 7 employees (08/2011), located in Basel (CH)

– past: education, consulting, and development around Java

– future: evolution to become service oriented

Prologue

> This presentation will not ...

– explain ITIL in detail.

– be a reminding pointer finger.

> This presentation intends ...

– to indicate reasons why you

should consider service management aspects.

– to indicate how you can make

first steps.

– to provoke rethinking your

service providing attitude.

Prologue

> Please fold your hands as you do

normally!

> ... and now try to do it the other way!

Service Management:

Introduction

„Service Management is a set of specialized organizational capabilities

for providing value to customers in the

form of services.“ [ITSM]

Service Management:

Service

„A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the

ownership of specific cost and

risks.“ [ITSM]

Service Management:

Value = Utility ...

> According to [ITBL]_:

– Functionality offered by product

or service to meet a particular need

– Often summarized as “what it

does”

> Quite equivalent to functional

requirements

8

Service Management:

... and Warranty

> According to [ITBL]_:

– Promise or guarantee that

product or service will meet its agreed requirements

– Summarized as “how it is done”

> Somehow reminding of

non-functional requirements

9

Service Management:

ITIL v3

> ITIL = IT Infrastructure Library

> Registered Trade Mark, and

Registered Community Trade Mark of

OGC (Office of Government

Commerce), UK

> ITIL v3 defines five life cycle

phases:

– Service Strategy

– Service Design

– Service Transition

– Service Operation

– Continual Service Improvement

> ITIL v3 also defines set of

complementary guides 10

Service Management:

Expectations

> Service Consumer expect:

– IT as commodity

– predictable costs

– low costs

– low risk using services

– well-defined list of features

– tailored to current needs

> Service Provider expect:

– IT as core business

– predictable profit

– large profits

– low risk providing services

– well-defined list of features

– standardized

Service Management:

ITIL Benefits and Promises

> Improved deployment of high-quality

(IT-) services

> Cost-effective (IT-) service quality

> Provide (IT-) services exactly meeting

requirements of business,

customers and end-users

> Follow and adopt integrated and

centralized processes

> All employees know both roles and

responsibilities providing (IT-)

services

> Learn from former experiences

> Gather and use measurable key

performance indicators

Reasons Why

(1/3)

> Improve control over your

„production factory“:

– know dependencies

– provide traceability

– estimate changes and their

impact

– stabilize your environments

– measure and optimize

> Provide appropriate documentation

management:

– adopting best efforts/ standards

– reduce own documentation

– appropriate target audience

Reasons Why

(2/3)

> Increase effectiveness:

– plan changes to your

development platform

– repeat recurring changes

> Concentrate on your core business:

– provide solutions on your specific

market for your specific customers

> Increase efficiency:

– apply to standard procedures

– information maintained/

accessible according target audience

Reasons Why

(3/3)

> Java Community already started

slight approaches with JSR 136: – JAIN

– OSS/J

– withdrawn?

– http://www.jcp.org/en/jsr/detail?id=136

> SOA Governance has plenty of

similar problems to tackle:

– Service Catalog

– Capacity Management

– Change Management

– ...

First Steps:

Overview

•

•

Platform

•

Library)

•

•

•

•

Improvement

•

Architecture) with Service Management

•

First Steps:

Start Process Oriented Development ...

„The true, precise point of origin of a requirement is the process the person or

persons participate in.“ [REAR]

Jim Reardan

First Steps:

... Start Process Oriented Development

> Service providing encloses:

– many stakeholders

– many tools

> Start process oriented

development:

– Concentrate/ document business

services

– map business to IT services

> You can derive requirements directly

from processes!

> Use Eclipse Process Framework

Composer [EPFC]

– OMG/ SPEM Standard

– Deploy processes as EARs

First Steps:

Development Platform = Service Platform

> A development platform consists of

many tools/ services in

development-, integration-, and performance-lab-environments

> Treat your development platform as

service platform:

– plan and track changes

– provide release notes

– train own service attitude

– establish incident management

– establish software configuration

management, – ...

> Use OTRS Core and ITSM [OTRS]

First Steps:

Establish a Definitive Media Library

> Your assets consist of many parts:

– EAR, WAR, JAR

– images

– help files

> Ensure that all these parts can be

retrieved at any time in the future for

reasons of:

– defects liability

– support

– maintenance

> Use Software Share

– for all tools, plugins, etc.

> Use Apache Archiva [ARCH]

First Steps:

Establish Traceability of Assets

> Your components, web-services,

libraries ...

– depend on 3rd party libraries

– rely on certain releases of your

own assets

– comply to certain releases of

standards

– are used in customer products

and solutions

> Car manufacturers know where

parts are built-in - we do not!

> Use OTRS ITSM [OTRS]

First Steps:

Manage Knowledge Pragmatically

> Knowledge is not:

– storing documents in document

management systems

– providing a complex system

> Leave it where it comes from:

– Bug Tracking

– Document Management

– Version Control System

– Incidents, Problems, Changes

– CMDB, DML

– Test Results, QA Reports, ...

> Use Apache Solr [SOLR]

– search/ find information

First Steps:

Establish Capacity Management

> Establishing capacity management

throughout complete development

life cycle

> Test modules standalone and also in

realistic scenario (with other

modules) > KPIs: – memory consumption – disk footprint – response times – failures/ errors

> Use Apache jMeter [JMET]_:

– measure expected load

– measure stress

First Steps:

Accept Continual Service Improvement

> Improvement can only take place:

– when you know where you are

– when you know where you want

to go

> Define metrics/ KPIs that are:

– relevant for your business

– measurable

> Use APIs:

– Archiva: collect metrics on assets

– Continuum: collect metrics on

builds, failures, etc.

> Start to think about surveys

measuring customer satisfaction:

– http://www.limesurvey.org/

First Steps:

Integrate Service Oriented Architecture with Service Management

> Both worlds deal with:

– IT Services

– Service Life Cycle

– Stakeholders

– Capacity Management

– etc.

> Use OTRS [OTRS]_:

– Storage of service catalogue/

portfolio

– Report incidents on services

– Solve problems

– Provide FAQs

– ... 25

First Steps:

Be Aware of the „Human Engine“

> Manage changes [LIND]_:

– 5% Whynotter – 15% Yesbutter – 5% NeverNos – 70% Beliver – 5% Cannotter > Provide coaching: – strengthen self-confidence

– reduce private conflicts

> Push education:

– theoretical

Experience:

Overview

> Started in 04/2010

> Started to document all processes

in Eclipse Process Framework Composer

> Evaluated tools which should be:

– open source

– written in Java

– ITIL compliant

> Decided on Core Platform OTRS

> Improved Continuity Management

> Established Service Portfolio

Management

> Combined Java Platform Aspects

> Combined SOA with ITIL

Experience:

Decided on Core Platform OTRS

> OTRS provides (at least):

– Support Desk

– Incident Management

– Problem Management

– Change Management

– Software Asset and Configuration

Management > Knowledge management concentrating on: – development platform – own assets > License management:

– Keys can be easily stored

Experience:

Continuity Management

> Massive enhancements:

– Virtualization of servers

– Virtualization of apps on servers

– UPS against blackouts

> Your job?

– Perhaps not!

> You should know about?

– Oh yes!

Experience:

Service Portfolio Management

> Catalogue of all planned/ productive/

retired services

> Stakeholder orientated

> Outsourcing of non-core services

(e.g. CRM/ time management/ expense management) to external service provider

> Documented on Internet/ Intranet

platform

> Increasing focus on mapping

business to IT services

Experience:

Challenges

> Keeping all platforms, APIs, tools,

etc. up-to-update

> Time/ costs vs. benefits/ earnings

> Missing cockpit to control ITSM

> Being a service consumer is

unusual

> Change management and coaching

from emotional perspective is tough!

> Shifting towards Service

Management means loss!

– Not all employees want it

– Not all employees like it

Experience:

Benefits

> We know dependencies of our

assets

> We stabilized our development

platform

> We can reproduce changes

– anytime

– any person

> Being a service consumer is cool

> Open market - plenty of work left

Experience:

Next Steps

> Put customer services in the service

catalogue on Internet:

– Sell services instead of software

> Move servers to colocation center:

– UPS/ electric generator

– cooling

– access management

> VoIP:

– increase availability

– reduce technical risks

(virtualization)

> Become a service consumer:

– Supplier Management using CRM

Experience:

(2/2) Next Steps

> Enhance knowledge management:

– add internal IMAP mails server

(Apache James)

– add media asset management

platform (i.e. Razuna)

> Develop a service radar:

– Java

– Integrate all backends such as

CMDB, monitoring, etc.

> ISO-20000 certification

> Support swiss made services aka.

swiss made software

– http://www.swissmadesoftware.org/

Bibliography

> [ARCH] Apache Archiva

http://archiva.apache.org/

> [EPFC] Eclipse Process Framework Composer

http://www.eclipse.org/epf/

> [INFO] InfoQ: „Service Oriented Architecture Governance: The Basics“

http://www.infoq.com/articles/soa-governance-basics

> [ITBL] ITIL Blues

sides-of-the-same-coin/

> [ITIL] ITIL.org

http://www.itil.org/en/vomkennen/itil/servicestrategy/ valuecreation.php

> [ITSM] ITIL Service Management

http://itservicemngmt.blogspot.com/2007/10/itil-service-definition.html

> [JMET] Apache jMeter

Bibliography

> [LIND] Lindner, Oliver. „The Human Engine v2“.

Presentation „itSMF-Kongress“, Darmstadt (DE) 07.-08.12.2010.

> [OTRS] OTRS

http://otrs.org/

> [REAR] Reardon, James. „The Credibility Gap in Software Requirements

Traceability“

http://businessprocessjournal.wordpress.com/2011/03/02/

part-1/

> [SOLR] Apache Solr

http://lucene.apache.org/solr/

> [TIBU] tiny buddha

http://tinybuddha.com/blog/5-steps-to-reinvent-yourself/

Bibliography:

Images

> Images are downloaded from http://

www.istockphoto.com/ and licensed to Giniality AG

Provocation - Again

> Try to see your world differently!

> Try your personal headstand - kids do

that every day!

> Five steps to reinvent yourself [TIBU]_:

– Create a vision for your future.

– Write about your reinvention.

– Surround yourself with visual reminders of the life you’d like to create.

– Now that you have a vision of your future, break it up into workable tasks.

– Every day, go back to that vision of you walking towards your future.

Questions & Answers

> Who has got the first question?

Arthur Neudeck

http://www.giniality.com