case study: american airlines takes flight with service virtualization

American Airlines Takes FlightWith Service Virtualization

Norman Wall

DevOps: API Management and Application Development

American Airlines

Sr. Mgr. Quality - Engineering & Innovation

DO3X110S

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Abstract

How American Airlines performed an Enterprise deployment of Service Virtualization and realized value while in the midst of merging two airlines and integrating the IT systems.

Norman Wall

Sr. Manager Quality Engineering & Innovation

American Airlines


Agenda

SITUATION ON THE GROUND

BUILDING A SOLID FLIGHT PLAN

FINAL DESTINATION: LESSONS LEARNED FIRST YEAR

PRE-FLIGHT CHECKLIST

ANNOUNCEMENTS

IN-FLIGHT

1

2

3

4

5

6


Situation on the GroundWHAT THE LANDSCAPE LOOKED LIKE PRIOR TO DEPLOYING SV @ AA

SV Tool SelectionApplication teams invested in tool sets from vendors other than CA -

Multiple POC’s for SV tools occurring at the same time -Why CA SV? -

Reduce Risk For The Passenger Service System Migration- Virtualize 3rd party systems to support performance and integration testing- Shift testing left wherever possible to eliminate late defects

US Airways Merger With American – Fall 2013- Task of bringing two IT organizations together (different locations, different processes)

- Integration of critical IT Systems


• Secure buy-in by educating and informing Leadership on the value

• Communicate high-level strategy & key use cases to “make it real”Start at the Top

• Make sure staff have the knowledge and skills needed

• Ensure organization understands where and how to apply SV

Enable & Empower SV Resources

• Virtual services that are re-usable by multiple application teams

• “Low hanging fruit”

Focus On High Value/Low

Cost Opportunities

Building a Solid Flight PlanSTRATEGY


Build A Core Team

Guidance

Mentoring

Best Practices

Provide In-Depth Training

Customized

Focused

Frequent

Jump Start Application Teams

Review Architecture

Identify Opportunities

POCs

Service Catalog

Communicate

Status

Best Practices

Governance

Metrics

Building a Solid Flight PlanAPPROACH


Pre-Flight ChecklistSECURING BUY-IN FROM LEADERSHIP

Educate Leadership On SV And Where It Fits In The SDLC

Define A Scope: The Plan Isn’t To Virtualize Everything/Everywhere!

Provide Regular Updates In Person

Communicate High Value Use Cases To “Make It Real”

Direct & Concise Communication

Ask For Advice, Discuss Challenges!


Service Virtualization Champion

Subject Matter Expert Lead Developer Administrator

Pre-Flight ChecklistBUILDING A CORE TEAM

Project Manager

Who will be driver, the go-to person & the face for SV in your organization?

Who will work with teams to identify opportunities? Who will guide and focus the organization to provide the maximum ROI?

Who will provide 1:1 technical support for newly trained SV resources?

Who will coordinate and manage the infrastructure, networking and configuration of SV?


Pre-Flight Checklist

Find the Right Partners

Internal

– Identify decision makers (and influencers) within application teams and involve them early

– Ensure key application teams are represented

External

– Find a partner that has the roles and skills you need

– Ensure your partners are EVEN MORE passionate and committed than you are!

BUILDING A CORE TEAM (CONTD.)


Communication Is Key

User-Focused Training

Rinse & Repeat!

AnnouncementsCOMMUNICATION & EDUCATION

Communicate the right things to the right people!

Be clear and concise, always communicate things you need first

Plan communications in advance, make them deliverables

Build a training curriculum that respects the knowledge and level of the resources attending

Don’t plan for 100% attendance Plan multiple training classes, but

only communicate the next one Train resources as close as

possible to using the tool Be agile, adjust after each training

and improve

Focus on the areas and concepts that are integral to your strategy


Build Momentum DemonstrateCorrect Course

In-FlightSHARE EARLY WINS & BE FLEXIBLE

Recognize early adopters Communicate wins to

encourage other teams to engage

Develop Champions in the organization

Don’t just communicate, DEMONSTRATE!

Hold User Groups and Demos

Encourage conversation

Adapt to shifting needs or priorities

Deliver value to application teams as early as possible


Final Destination

Study the situation on the ground and develop a plan that will work in your organization.

Keep your leadership engaged. Strive to take SV from a concept to a tangible asset benefiting the organization. (“Make it real”)

Don’t expect all the pieces to just fall into place! You need a team to guide and mentor your deployment, with clear roles/responsibilities and deliverables.

Communicate. Make sure everyone knows what you are doing, and why you are doing it.

Enable and empower your resources by providing training and hands-on support.

Be flexible and prepared to adapt to unforeseen opportunities.

Communication is key: Have the right conversations, with the right people, at the right time, in the right amount of detail!

LESSONS LEARNED IN THE FIRST YEAR


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO3X115ST-Mobile Shares How It Leveraged Service Virtualization

as a Foundation to Digital Transformation11/18/2015 at 3:45 pm

DO3T21S

Nordstrom Succeeds in E-Commerce with Innovative

Performance Testing to Reduce Cycle Times and Improve

Quality

11/19/2015 at 11:30 am

DO3T24SAccelerate DevTest with Microsoft® Azure™ and Service

Virtualization on Demand11/19/2015 at 3:00 pm


Must-See Demos

SV on Demand

DevOps

Theater 3

DevOps Sim

DevOps

Theater 3

Service Virtualization

DevOps

Theater 3

SV Innovations

DevOps

Theater 3


Follow Conversations At…

Smart Bar

Theaters 3 & 4

Tech Talks

Theaters 3 & 4


For More Information

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CA World ’15

http://cainc.to/Nv2VOe

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case study: american airlines takes flight with service virtualization

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