growing your data center, not your overhead
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© Copyright 3/13/2015 BMC Software, Inc1
Growing Your Data Center,
Not Your Overhead
AutomationSelf
Service
BusinessBenefits
© Copyright 3/13/2015 BMC Software, Inc3
Dean Forster
Technical Director and OSS Manager | Macquarie Hosting
Australian Business Telecommunications Service Provider
Hosting focus, with Telco background(Voice, Data, Mobile, Hosting, Co-Location)
for Corporate and Government26 Data Points of Presence in AUS/NZ with 3 Data
Centers(BMC Customer since 2001 with Remedy, and 2011 with Automation)
© Copyright 3/13/2015 BMC Software, Inc4
Life as a small company….
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dGURU Supports first 3 customers
Build Run
Your ‘one guru’, does all the work
© Copyright 3/13/2015 BMC Software, Inc5
Life as a small company….
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dGURU
Supports first 10 customers/users
Build Run
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NOVICE
More customers = hire new people
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Life as a large company……
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40 Customers/users
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10:1 Ratio
Even more customers, more people, a scale
© Copyright 3/13/2015 BMC Software, Inc7
Using a scale enabler
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4 Novices 60
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d15:1 Ratio
100:1 Ratio 400
500:1 Ratio 2000
Using a Scale Enabler, to reduce effort/overhead
10:1 Ratio
© Copyright 3/13/2015 BMC Software, Inc8
Why is the right scale important
Sales Effectiveness
Operations Effectiveness
DeliveryEffectiveness
ServiceEffectiveness
Good Scale
Better Scale
Less ProfitPoor Scale
Less Customer Satisfaction
Tickets per Operator
Builds per Engineer
Customers per Rep
Deals per BDM
Tasks per person
Too manypeople Too many
tasks
15:1
4:1
9:1
3:1
Scal
e
Various measures in the business
Poor
Good
Better
Poor
Good
Better
© Copyright 3/13/2015 BMC Software, Inc9
Scale enablers
Standardization
Managed ITIL BPE
Documented Non-custom Repeatable
Sharing Quality KMS
Teams Specialist Communication
Scripts Tools Orchestration
Online Integrated End to end
Process
Knowledge
Structure
Automation
Self-Service
Technology Accelerators
© Copyright 3/13/2015 BMC Software, Inc10
Using scale enablers at Macquarie Telecom:
• ITIL focus with standard products
• Dedicate teams/re-structure
• Process improvement and management
Business structure
• Reduce customer execution time from 56 days to 2 hours
• Online contract and commercial agreements
• Interaction via an online portal
Customer self-service
• Remove all human effort where possible
• Improve operations efficiency
• Offer unique value
• Platform for continual improvement
Automation
Executed over 6+ years with minor
gains.
80% of ‘change’ business is now
online.
Immediate 20% efficiency
improvement
© Copyright 3/13/2015 BMC Software, Inc12
Atrium Orchestrator: Robot
Other Business Systems
Front End Portal- Service portal- Online pricing
Assets/Services
CMDB
Internal Portal- Internal changes
- Service Request Management
Test/Dev
Other Management Systems
Reporting
BMC Atrium Orchestrator
BillingCRMTicketsOrders
Alarming (SMARTS)Perf MgmtConfig Mgmt
BSA (Server)BNA (Network)StorageVMWare
Duplicate assets and systems
SpotfireSQL
SQL
Structure Process
Standards Knowledge
© Copyright 3/13/2015 BMC Software, Inc13
How much automation?
What scripts can do
What puppet/chef can do
What automation can do
Server List
Patch Servers
Server List
Patch Servers
Report Redo
Server List
Patch Servers
Test ReportMissing Patches
AuthChange Mgmt
AlertRetry
Change Mgmt
fails
fails
fails
Server O/S Patching Example
3000 servers per month
Informed
© Copyright 3/13/2015 BMC Software, Inc14
Examples of Automation
Operational:- First Time Fix/Ticket enrichment
- Process triggering/Disaster Recovery- O/S patching
Initial Focus
Service Build:- Build workflows
(VM/Network/SAN/Firewall/AV/Backup)- Order linkages
- Automated test/validate- From click to bill automation
Largest Scale
Enabler
Information Extraction:- Service inventory updating
- Application inventory- Data correlationCustomer
Value and Innovation
Solution Builds:- Parallel processing
- Solution end-to-end
FutureFocus
© Copyright 3/13/2015 BMC Software, Inc15
Business Results: Automation Scale Enablers
15%Efficiency
improvement
5%Revenue
Improvement
20%Efficiency
improvement
15%Efficiency
improvement
15%Revenue
Improvement
20%cSAT
improvement
Internal Automation External Automation Customer Automation
© Copyright 3/13/2015 BMC Software, Inc17
Online Ordering/Self-Service 60+ tasks on offer
Automated and manual order
processing
© Copyright 3/13/2015 BMC Software, Inc18
Extend the buying cycle….
Where typical Online Ordering works
You have this
It performs X well, with Y Capacity
I would like to buy?
BuildTest and
handover
You now have this
It performs X well, with Y Capacity
Needs identify Needs fulfilled
$
Alert
AutomatedeCommerceReportAutomated Automated Automated Report
© Copyright 3/13/2015 BMC Software, Inc19
Customer usage
Increased revenue
Reduced errors
Efficiency improvement
Business Results: Self-Service Automation Scale Enabler
80%Customer Adoption
1/3Less Order
Issues
20+Days billing
earlier
10%‘Small Order’
RevenueIncrease
20%Staff
Reduction
© Copyright 3/13/2015 BMC Software, Inc21
Measures of Success…
Business target reached
We nowhave it?
Lower staffnumbers
Revenueincrease?
Customersatisfaction?
Engagement Happystaff
S.M.A.R.T
Simple!
Focus on one obvious business problem with an eye on results.
© Copyright 3/13/2015 BMC Software, Inc22
Other Business Systems
People- Support- Developers
Assets
CMDB
Users/Customers
Other Management Systems
Reporting
Automation change overlay…
Automation SystemsOverlay
• Limit Change• Limit Risk• Costs more/short term• Improve acceptance
© Copyright 3/13/2015 BMC Software, Inc24
Limit Business Change…
Tried and true
New/quicker/parallel
© Copyright 3/13/2015 BMC Software, Inc25
Limit Business Change…
Tried and true
New/quicker/parallel Change executed
Business change by stealth
© Copyright 3/13/2015 BMC Software, Inc26
New costs/overhead: Maintain what has been
delivered.Support
Continuous improvement
Support growth and expansion.
Pays the bills
Builds a profile, enables innovation
Equiv 1 developer
(20 tickets pm)
Equiv 2 developers
(Annual savings target)
Planned ‘spare’ effort.
innovation projects
Macquarie Experience
Discretionary projects
Plan for support overhead…
© Copyright 3/13/2015 BMC Software, Inc27
Key Takeaways• Scale Enablers, grow your Data Center, without growing your overheads
– Automation Technology: • Long chain automation with orchestration
• Focus on B2C first (greatest business gains helping customers)
– Self Service Overlay: • Online/self-help/ordering
• Extend buying cycle
• Focus on one obvious business problem to solve
– Easy to understand business benefits:
Growing your Data Center, not your overhead
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