How large enterprises use platform governance to gain agility
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How large enterprises use platform governance
to gain agility
Introducing: Salesforce App Cloud
FORCE HEROKU ENTERPRISE THUNDER
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Tod Nielsen
EVP, App Cloud Salesforce
Mike Anderson
CIO Crossmark
Herry Stallings
AVP App Dev USAA
Heather Quiqley-Allen
VP Marketing Bosma Enterprises
Learn more about App Cloud:
AGENDA • INTRODUCTIONS
• THE CONFLICT • Business vs. IT
• Agility vs. Rigor
• HOW TO SOLVE THE CONFLICT
• CUSTOMER EXAMPLE
• CONCLUSION - Q&A
Introductions
Irena Miziolek Sr. Digital Manager, McKinsey & Company
Remi Poujeaux
VP of Customer Experience Innovation and Incubation & Domain Architect, Schneider Electric
Sovan Bin Founder, Odaseva.com
Stormy relationship: Business vs. IT
Global research shows 37 percent of technology budgets now controlled outside of IT departments; 79 percent of C-level executives believe they can make better and faster decisions without the involvement of IT
Business ignores our suggestions/constraints
Business can’t make up its mind as to what it wants
IT is stubborn and uncooperative; only wants to play with new technologies
We pay the bill, IT needs to serve us
IT can’t get anything done, comes up with excuses
Business does not care about providing necessary support, and addressing technical debt
Business does not appreciate the work we do
IT doesn’t understand our needs
by Wakefield Research
http://www.avanade.com/en-us/press-releases/tension-between-the-it-department-and-business-leadership-forces-new-approach-to-delivering-technology-to-the-business-page
Solution : SaaS
Rigor
Agility Business-led Salesforce Implementations:
• Great early agility, followed by mounting complexity, and, sometimes, chaos
• Often without structure, or planning; may end up with too many orgs, or sky-rocking process and technical complexity.
Legacy
IT-led Salesforce Implementations: • Attempt to copy existing legacy processes and
methodologies to a new platform • After an initial promise becomes “just another
platform” in the enterprise
Conflict : Agility vs. Rigor
Rigor
Agility Salesforce Implementations led by a true partnership between Business and IT ● Alignment on Business Goals ● True partnership between IT and Business ● Repeatable processes ● Excellent tooling
Legacy
Mervyn King (Chairman: King Report)
Agility AND Rigor
It is clear that good corporate governance makes good sense. The name of the game for a company in the 21st Century will be conform while it performs.
How to solve the Conflict
1
Center of excellence : Business and IT as one
Definition of governance “Establishment of Policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization.” http://www.businessdictionary.com/definition/governance.html
Align on objectives Share similar metrics of success Plan and Prioritize together Define policies and processes to work together
WORK AS ONE TEAM
IT
Process Business
DO IT FAST or DO IT WELL
Salesforce complexity More orgs and/or sandboxes More code, more objects More integration More data
Salesforce criticality More business processes More internal users More customer users More partner users
You need to increase the ratio Business Value / cost-time
You need to decrease the risk related to each new release
AND
Platform governance : when rigor enables agility
People with the right skills with the right methodologies and processes with the right tools
Reduce risk and accelerate your technical release management
Tools
Process People
Develop your platform governance accordingly to your need for rigor and agility
rigor
agili
ty
BACKUP & RECOVERY technical documentation
DATA deployment
METADATA deployment
DATA sampling
code versionning
sandbox management
test automation
DATA quality
data archiving
user story
development framework
Get the right tools at the right moment
time
cost
Acceptable cost
manual testing cost
time
risk acceptable risk
manual testingrisk
time
cost acceptable cost
manual weekly export
time
risk
acceptable risk
manual weekly export
Example1 : backup & recovery Example 2 : automated testing
Customer example Schneider Electric
Schneider Org Usage Statistics
Desc. Custom Objects
Apex Classes
Triggers AppExchange Custom Code
Standard 49
Schneider 527 1734 425 24 8,000,000
Managed 497 2959 213
Total 1073 4693 638 24 8,000,000
Objects Records Accounts 3,185,428
Contacts 6,194,929
Cases 15,720,256
Opportunities 3,057,532
Leads 4,663,731
Case Stages 27,333,614
Tasks 26,018,620
Email Messages 15,000,000
User Type Count Standard 34,257
Partner Comm 1 000 000
People who can make change: 50
Schneider Network of Excellence
Legend
Salesforce.com Resource
Schneider Electric Resource
Process actor
bFO Change / Support actor
Solution actor
Business actor
bFO Steering
Committee
bFO Change Control Board
bFO Program Leader
IPO Entreprise
Architecture
bFO Core Team
Process Drivers
NoE Animator
Process Owners
Solution / Integration
Team
Deployment Team
Change Team
Network of Excellence
Process Teams
Country Presidents
Cluster Resource Contribution
In-Country Resource Contribution
Delegated Admins
Champions
Customer Experience Business Owners
Customer Experience Sponsors
Super Champions Trainers
Users
Data Quality manager
Mater Data teams
Master data Owners
Data Stewards
IPO SFDC
Premier Support
Process Advocates
Platform governance evolves with complexity / criticality
SC
OP
E
EN
VIR
ON
ME
NTS
RAT
ION
ALE
Sales Cloud Sales Cloud
Service Cloud
Sales Cloud
Service Cloud
Force.com
Sales Cloud
Service Cloud
Force.com
ISV
Prod
Prod
DE
V
UAT
Prod
DE
V
UAT
staging
Prod
INT
UAT
DE
V1
DE
Vn
All in One Enable Testing & Release
Enable Integration With other systems
Continuous Integration En
viro
nmen
t man
agem
ent
Platform governance evolves with complexity / criticality
# us
ers
# bu
sine
ss p
roce
ss
CO
MP
LEX
ITY
PR
OC
ES
S
TOO
LS
Sales Cloud Sales Cloud
Service Cloud
Sales Cloud
Service Cloud
Force.com
Sales Cloud
Service Cloud
Force.com
ISV
Manual Weekly Export
Semi automated Dataloader
Automated odaseva.com
Dat
a b
acku
p
Automated odaseva.com
5k users
1M users 20k users
10k users
Conclusion
What we have talked about… • Business & IT : Center of Excellence to the rescue
• Agility & Rigor : Platform Governance to the rescue
Homework if IT, get involved in Business • Get a better understanding of Business Goals
• Identify 3 areas where you can accelerate release management
If Business, get involved in IT • Get a better understanding of Sandbox management on salesforce
• Identify 3 areas where rigor will enable more agility in your context
Continuous improvement
CONCLUSION
Questions
Thank you
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