DevOps: Remove the space. Make better products.

The route to DevOps is a cultural shift which is integral to the success of any software business.

You might not do it all right now, and that’s fine.
You might do some parts well, and some parts not so well. That’s fine too.

Extending DevOps is a journey, with the end goal being connecting the same principles & practices you do with your development teams to the rest of your business, ultimately creating a scalable workflow, manageable team cadence and by becoming more responsive and agile than before.

Let’s start by looking at what DevOps might look like to a typical developer:

  • Utilising version control & issue tracking
  • Employing software-driven IaaS management
  • Continuous integration
  • Automated deployments

You’re probably asking how we roll the above out to non-technical teams, however, the principles in each of the practices above can be implemented around existing frameworks & systems in use by project teams and can augment support processes and even help boost your sales function.

All too often, development, product, and operations teams work in silos, with too little discussion around the important stuff;

  • Are we focusing our energy on the right things?
  • Is the solution to this problem adding value for other customers?
  • Where is our product going?

DevOps is about inclusion, and we must fight spell check’s urge to put a space in between the two words comprising the portmanteau!

DevOps

REMOVE THE SPACE.

So we know roughly what DevOps looks like from a software team, but how do we implement it throughout the company?

I firmly believe it comes from the top, and by introducing better communication channels between historically disconnected teams.

Ops, Meet Dev

The main benefit of getting your operations team on board with DevOps is cohesion. It’s probably fair to say that your operations team doesn’t want to be looking at JIRA boards all day, just as your development team doesn’t need to know each and every thought. However, agreeing on a common toolset and having buy-in to ensure this is used correctly is a great way to ensure that both teams work together to ensure the delivery of relevant and high-quality software.

The result of doing this is that it breaks down the traditional barriers and ‘God complex’ which sometimes breeds in development teams by bringing everyone, from the product team to the support people into the product design, development and QA process.

At Layer Systems, we use Aha! as the conduit which brings the teams together.

Dev, Meet Ops

So you’ve got your systems (close to) perfect, what next?

Speedy code shipments and quick feedback loops are what most developers working in a team want: their work gets from their workstations to users’ screens much faster and continuous delivery enables faster iteration and product improvement.

If you’re just getting around to implementing DevOps, why not set up a few key metrics to check if it’s working for you as you transition:

  • How quickly does it move from ‘done’ to release
  • How often are you deploying to production
  • How much manual intervention does a deployment need

In Summary

Start small with the cultural shift.

Implement tried and tested processes within your development team, and then look for buy-in from your operations team and repeat.

Then you’ll be one.

Layer Case Study – Voice2Voice

My name is Warren Stroud and I am the Managing Director at Voice2Voice Ltd. We are a international business that have been in business since 2003. We concentrate on multi-site organisations, supplying them with their telecommunication infrastructure and services.

The reason why we selected The Layer was to move away from various other programmes like Microsoft Dynamics, which was running our CRM, various spreadsheets, which were running the back office side of things, and various subscription models that handled all of our quoting processes.

From an order management perspective we never really had something in place that could take the equipment quoted within a proposal and follow that right through to invoicing. The Layer addresses that perfectly with barcodes, scan readers and a simple process of taking an order and processing through from a customer services perspective.
The Layer captures every bit of information that is needed here at Voice2Voice. The dashboards give us a good idea of what’s happening within the organisation. Our sales dashboard can tell us prospects, to quotes that have gone out, and even margins that can be made on the various deals that are out there. Help desk dashboard gives management information on cases that need addressing urgently [inaudible 00:01:33] being breached and general customer service.

My recommendation for someone who’s looking to change their CRM package, especially in the telecommunications industry, is to be quite wary. There are a lot of products out there, we’re a prime example of a company who used many of the products that are out there. When we found The Layer, we now know that it encompasses everything that an IT support or telecoms company requires in order to run their business.

I would definitely recommend The Layer to anyone who’s interested in it. It has brought this business to a new level with regards to profitability, efficiency and customer service.

Layer Case Study – Tru Solutions

I’m Mat Whyman, head of marketing, and key account manager for Tru Solutions. Tru Solutions are a complete business communications provider. We offer mobile, fixed line data, and managed services. We originally started looking for a quoting tool, and looked at two or three different processes. We also were interested in the CRM. When we saw what The Layer did, it was a no-brainer. The Layer took us through every process in the business we were looking to improve.

So our key business issues were finding an easy to use quoting tool for our sales guys, as opposed to producing a commercial report or template separate to that, and having no control. I think we wanted a system where the quoting was easy. So The Layer helps us solve our issues by condensing multi-supplier price books, products, and offerings into one platform.

The sales order process has also given us the ability to be able to track where we’re at in the process of completing the sales order. We’re not having to duplicate anything for capturing, for data capture. That converts through from the sales order process, which converts through from the quote. So there’s no room for error.

So from a management perspective, The Layer has given us a higher view of everything, from telesales operation, to booking appointments, where we’re winning, and where we’re not winning. Where we need to change, through to what sales activity we’ve got going on. Who is busy? Who is not?

The main benefits that we’ve seen since using The Layer are move effective on renewals, and at the point where we renew it ahead of time, as opposed to after events. That daily interaction with our customer base is invaluable. Also, profitability, we’ve actually increase profitability since using The Layer. 2015, we have 95% feedback from our customer base on the cases that we manage, which we thought was excellent. 2016, it was up to 97% positive feedback, and 2017 to date, is currently at 98% feedback. So it is helping us progress and to learn from our mistakes.

From a support and training perspective, The Layer came down and spent quite a bit of time with our staff, and took them through the modules that they needed training on, introduced them to the system fully, and then have since supported us impeccably since we went live. So I’d definitely recommend The Layer to any commerce business. It’s given us a streamlined process. It’s given us a condensed view of multi-suppliers, multi-clients, all in one place, and it’s given us control. It’s empowered Tru Solutions.