Creating Business Agility and Connectivity using Open Technologies
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The document discusses implementing a two-pronged approach to connecting applications and data sources across an enterprise using a middleware platform and APIs. The approach aims to provide loose coupling between systems for flexibility and plug-and-play connectivity through self-service APIs to enable faster delivery. A canonical data model is proposed to allow decoupling from different data formats and an enterprise API portal is suggested to expose data and functionality through a centralized access point for various consumer applications.
Creating Business Agility and Connectivity using Open Technologies
- 1. Connecting the Customer Success Platform Chris Tiernan Director, Software Engineering ctiernan@salesforce.com Twitter: @chris_tiernan LinkedIn: /in/ctiernan Blog: www.christiernan.com Creating Business Agility and Connectivity using Open Technologies
- 2. Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward- looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Safe Harbor
- 3. Salesforce - #1 in Cloud Computing and CRM • Worldwide company, HQ in San Francisco • Started in 1999 • $5B in Revenue, NYSE: CRM • Most Innovative Company 4 years in a row! • 15,000+ employees worldwide • Dreamforce – 172,000 attendees in 2015; 11M online viewers Quick Facts #1 Sales, Service, Marketing Cloud Computing Innovation 2011, 2012, 2013, 2014 Learn more at: http://www.salesforce.com/company/awards/
- 4. What Are IT Decision Makers Thinking? A recent MuleSoft Connectivity Benchmark Report which surveyed 300 IT Decision Makers in organizations of all sizes to assess the adoption and business impact of integration and APIs found that: 5x Mobile app development services will grow faster than internal IT organizations' capacities to deliver them. are integrating 20 or more applications within their organization. 73% of IT decision makers say microservices is “important” or “very important” to their business strategy. 66% of IT respondents say they’re under “moderate” to “extreme” pressure to deliver services faster than last year. 86% of IT decision makers say they are investing the same or more into their mobile platform initiatives. 95% of IT respondents said they value APIs as enablers for revenue, innovation and agility. 89% Connectivity Benchmark Report Highlights Source: 2015 MuleSoft Connectivity Benchmark Report
- 5. Our Traditional IT Delivery Model for Integration Delivery Information Technology 1 $$ 2 3 $$$$ $ PROJECT 1 Research & Development 1 $$$$ 2 3 $$ $$$ PROJECT 2 Sales & Marketing 1 $$$ 2 3 $$$$ $$$ PROJECT 3 Finance 1 $ 2 3 $$$ $$ PROJECT 4 Mergers & Acquisitions 1 $$$ 2 3 $$ $$$$ PROJECT 5 Program Management Office (PMO) PROJECT 1 PROJECT 2 PROJECT 3 PROJECT 4 PROJECT 5 PROJECT ∞ Line of Business (LOB) PROJECT 1 PROJECT 2 PROJECT 3 PROJECT 4 PROJECT 5 PROJECT ∞ KLO P1 P2 P3 P4 P5 ∞ Enterprise Integration Team PROJECT 1 PROJECT 2 PROJECT 3 PROJECT 1 PROJECT 2 P1 Budgets & Priorities Departments within the business prioritize dollars for various initiatives. Some initiatives may be in partnership with IT projects, while others might be managed by the business itself. In either case, data is needed for these initiatives to be successful. Traditional IT Delivery Model Integration projects come from 3 main business funnels: 1) traditional PMO intake 2) direct requests from the business 3) enhancement requests to augment existing functionality. This work is prioritized and staffed for delivery to the business. The scalability of the model is limited and has many points of failures that can slow down an organization.
- 6. Point-to-Point Leads To Headaches Overtime Acquisitions Customer Applications Mobile Development Application Development SUPPORT FORCE DREAM FORCE PEOPLE FORCE FINANCIALS HYPERION SECURITY
- 7. There’s Hidden Gotchas Too Support • 24x7 Monitoring • Troubleshooting • Vendor Management Environments • OS & Security Upgrades • Hardware Scalability • Endpoint Management 15% Maintenance • Software Upgrades • Endpoint API Updates • Security Updates 15% Performance • Data Throughput • System Load • Network Latency 10% 10% Automated Testing • Unit (White Box) • Component (Black Box) • End-to-End 20% Training 5% Documentation 5% Feature Coding 15% Planning 5% 70%of IT application integration and data delivery is hidden. Many of these services are missed by teams during the planning, budgeting, and delivery phases, but are important to the overall success. Just the Tip of the Iceberg Providing reliable and quality data as an IT service in a distributed and heterogeneous business application environment is more complicated and time intensive than it might appear to be. Many of the services needed to support and scale the business for long-term success are hidden. 30%of IT application integration and data delivery is visible to the line of business and project teams.
- 8. How Do We Close The Divide? Salesforce Workday Google Concur Business Data & Process SILOED DATA & PROCESSES COMPLEX ENVIRONMENT LOWER TCO HETEROGENEOUS ENVIRONMENT Business Partners Accelerating pace with new technology to meet market opportunities and conditions. Concur Oracle Hyperion Coupa INDEPENDENT APPLICATIONS CLEAN DATAREAL-TIME SPEED TO MARKET VALUE ENGINEERING SECURITYMOBILE FRIENDLY Information Technology Adopting new technology while managing legacy technology, increasing complexity and slowing delivery.
- 9. How Do We Address These Challenges? SLOW FAST Point-to-Point Integration Platform & Custom Code Tightly Coupled Ÿ Monolithic Ÿ Fragile Point-to-Point Tools Mobile Code ?Is there a better way? - or - - or - DESKTOP APPLICATIONS MOBILE APPLICATIONS BUSINESS DEVELOPMENT MERGERS & ACQUISITIONS DATA SYNCHRONIZATION
- 10. Knew We Wanted A Plug & Play Platform… OTHER VENDORS SAAS APPLICATIONS 62-ORG SUPPORT FORCE DREAM FORCE PEOPLE FORCE OTHER ORGS SALESFORCE ORGS EXTERNAL SERVICES DATA ENRICHMENT & DATA QUALITY SERVICES CUSTOMER FACING PORTALS MOBILE APPLICATIONS INTERNAL WEB APPS & PORTALS MERGERS & ACQUISITIONS ON-PREMISE APPLICATIONS ETL ORACLE FINANCIALS DW/BI ETL MDM SALESFORCE INFORMATION SUPER HIGHWAY PERFORMANT Ÿ RELIABLE Ÿ SCALABLE Ÿ REAL-TIME
- 11. To Be Loosely Coupled… LOOSE COUPLING − Less Interdependency − Less Coordination − Less Information Flow autonomy TIGHT COUPLING − More Interdependency − More Coordination − More Information Flow dependency How do we get there?
- 12. …And That We Wanted Faster Delivery 2 Week Sprint Daily Scrum Executable Release Sprint Review & Demos Sprint Retrospective Product Backlog Sprint Backlog Sprint Planning Daily Meeting to Communicate Progress/Blockers Potentially Releasable Code Incremental Release Timeframe Agile Accelerator Use the Salesforce Platform to manage backlogs, sprints, user stories, dependencies, defects and more. Available on the AppExchange Move Even Faster Decrease time-to-market Ÿ Capture Opportunities Salesforce Knows Agile! 3 releases a year Ÿ Hundreds of scrum teams Increase Business Value Deliver more features Ÿ Reduce overall defects Lower Development Costs Measure repeatable activities Ÿ Saving to business But, my IT Business Partners are asking to: How can we optimize?
- 13. We Looked At Where Is The Industry Heading? “APIs are how we are going to build software in the future, we are just going to glue it together.” - John Musser, Founder of ProgrammableWeb 1960s Mainframe Computing 1980s Client/Server Computing1970s Mini Computing 1990s Desktop Computing 2010s API Computing 2020s Contextual Computing 2000s Web & Mobile Computing Process Automation Apps Web Apps Mobile Apps API Enabled Apps API Enabled Living
- 14. We Noticed Explosive Growth With APIs Source: ProgrammableWeb NumberofAPIs 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 10,000 11,000 Jan-00 Jan-01 Jan-02 Jan-03 Jan-04 Jan-05 Jan-06 Jan-07 Jan-08 Jan-09 Jan-10 Jan-11 Jan-12 Jan-13 Jan-14 Year 10,000 + APIs Hosted 8 Years 18 Months 6 Months 3 Months 9 Months 4 Months 2 Months 1 Month 3 Weeks
- 15. An Increase In API Programs 43% Currently Have An API Program 27% Within Next 1 Year 12% Within Next 2 – 3 Years 4% Within Next 4 – 5 Years 14% No Plans to Implement 72% Mobility Programs 69% Partner Connectivity 68% Cloud Integration 67% Business Operations 55% Developer Ecosystem DRIVING FACTORS Source: CA Technologies (Layer 7)
- 16. And The Rise Of REST APIs 69% REST Representational State Transfer REST is a simple way of sending and receiving data between client and server and it doesn’t have very many standards defined. You can send and receive data as JSON, XML or even plain text. It’s light weight compared to SOAP. 23% SOAP Simple Object Access Protocol SOAP is a method of transferring messages, or small amounts of information, over the Internet. SOAP messages are formatted in XML and are typically sent using HTTP (hypertext transfer protocol). 8% JavaScript/ XML-RCP Source: ProgrammableWeb
- 17. Then We Did Extensive Vendor Evaluations General Evaluation Categories Best Practices – Does the solution support and follow industry best practices? Connectivity – Ability to connect to various protocols and applications (natively & custom SDK). Architecture – Does the solution support traditional ESB features and functionality? Productivity – Does the solution support developer productivity? E.g. IDE, tools, consoles, etc. Monitoring – Ability to monitor integration traffic in real-time and/or plug into other products. Security – Ability to support message level security and handle platform security safely. Performance – Ability to handle and scale large volumes of data and throughput. Admin Support – Easy-to-use tools for system administration and production support teams. Environments – Does the solution support multi environment for varying purposes? Product Support – Do they invest in product support and make their customers successful? Product Vision – Where is the company going to be in the next 5-10 years? Business Viability – Is the company financially viable? Are there skilled workers in the marketplace? By The Numbers 12 Categories 68 Total Evaluation Criteria 3 Proof-of-Concepts
- 18. In The End We Choose A 2-Pronged Approach SLOW FAST Middleware Platform SOA Ÿ Plug & Play Ÿ Loosely Coupled API CREATION AND PUBLISHING API-Led Connectivity ENTERPRISE-GRADE CONNECTIVITY DESKTOP APPLICATIONS MOBILE APPLICATIONS BUSINESS DEVELOPMENT MERGERS & ACQUISITIONS DATA SYNCHRONIZATION RAPID DELIVERY SELF-SERVE ACCESS SECURITY DATA QUALITY IDENTITY CONSISTENCY
- 19. Here’s The 2-Pronged Approach Illustrated SOA API Publish & Subscribe Delivery Approach A collection of services that allows any number of publishers to communicate with any number of subscribers in near real-time asynchronously and anonymously via an event channel. API Delivery Approach An Application Programming Interface specifies a software component in terms of its operations, their inputs and outputs and underlying types. Real-Time Data Synchronization Layer Data Synchronization, Low Touch, Minimal Business Logic Innovation & Agility Layer Custom Applications, Rapid Delivery, Unique User Experience
- 20. Our Answer To Loose Coupling: Canonical Data Model Active Directory Data Model <displayName> <givenName> <sn> <title> <telephoneNumber> <mobile> <facsimileTelephoneNumber> Workday Data Model <Legal_First_Name> <Legal_Middle_Name> <Legal_Last_Name> <Preferred_First_Name> <Preferred_Middle_Name> <Preferred_Last_Name> <Preferred_Bus_Tile> <Preferred_Tel> <Preferred_Mobile> <Preferred_Facsimile> PUBLISHERS Salesforce Data Model <FirstName> <LastName> <Title> <Phone> <MobilePhone> <Fax> SUBSCRIBERS Canonical Data Model <Worker_Legal_First_Name> <Worker_Legal_Middle_Name> <Worker_Legal_Last_Name> <Worker_Preferred_First_Name> <Worker_Preferred_Middle_Name> <Worker_Preferred_Last_Name> <Worker_Business_Title> <Worker_Telephone> <Worker_Mobile> <Worker_Fax> … SOA/API A common internal data format across the enterprise to allow decoupling from endpoints.
- 21. Our Answer To Plug & Play: The Programmable Enterprise APIMGMT Recruiting APIs • Retrieve Candidate • Query Candidate • Hire Candidate Project Team Benefits • Real-time access to source data • Reduces project team dependencies • Decrease overall time-to-market • Decreases setup & configuration time • Community help & support Business Benefits • Increases overall business agility • Greater budget control for projects • Higher data governance controls • Increases decision making confidence • Minimizes overall maintenance costs Worker APIs • Retrieve Worker • Query Worker • Update Worker Customer APIs • Retrieve Customer • Query Customer • Update Customer Order APIs • Retrieve Order • Query Order • Update Order Product APIs • Retrieve Product • Query Product • Update Product Web Apps (Apex, Java, Ruby, PHP, etc.) Mobile Apps (iOS, Android, etc.) Analytics Apps (Wave, Tableau, Oracle BI, etc.) Packaged Software Apps (Oracle, PlanView, Lenel, etc.) Data Consumer Data Publisher Enterprise API Portal
- 22. Realized We Needed Reusable Building Blocks We had this… State of the Art Bike but the business wants this… State of the Art Bike Cruiser Bike Commuter Bike so our answer was this! SOME ASSEMBLY REQUIRED
- 23. Introducing The Worker APIs • Access (near) real-time employee information & updates • Easy-to-use REST APIs that deliver standard JSON documents • Standardized data model with 110+ data attributes • Robust OAuth 2.0 security and data compliance model Highlights • Flexible query language for retrieving data you need • Guaranteed delivery for Worker updates • Large volume, bulk processing for Worker updates • Real-time API usage metrics for your applications APIMGMT Worker Retrieve Responsible for delivering a single Worker record using a unique ID URL: https://api.corp.salsforce.com/worker/100047 Worker Query Responsible for delivering one or more Worker records via a custom query you define URL: https://api.corp.salsforce.com/worker?q=jobTitle:API%20Developer Worker Update Asynchronously updates Worker information for one or more records to the source system URL: https://api.corp.salsforce.com/worker?action=promote Custom Queries Define your own custom filters to access the data you want Super Fast Retrieves Quickly access specific Worker records by their employee ID Special Employee Actions Promote, Transfer, Employment Change, Compensation Change or an Organization Change Your Enterprise Apps Large Volume Support Supports bulk updates asynchronously
- 24. The Worker APIs In Action Easy to use REST API for fast enterprise data retrieval OAuth2 for secure authorization Simple, 2-level JSON document for easy end user consumption Aggregated data from multiple sources in canonical data format
- 25. Our Answer To Faster Delivery: Continuous Delivery! Lower Delivery Costs Eliminate redundant roles. Streamline to higher value roles. Lower staffing costs. Confidence Through Consistency Execution is efficient and consistent thereby increasing delivery confidence. Instant Feedback Improvements to delivery pipeline can be measured. Better regulatory SLA’s. Increased Business Value Team free to work on more business value and less time in the trenches. Shorter Delivery Time Automated processes result in shorter processing time. Quality Built-In Automated functional and regression testing decreases time-to-market. C O N T I N U O U S F E E D B A C K L O O P Version Control Build Code Unit Tests End-to-End Tests Stage Deployment Production Deployment Business CustomerInformation Technology Enterprise Benefits IDEA FEATURE AUTOMATED DELIVERY PIPLELINE
- 26. Now Our Delivery Model Is Streamlined… Information Technology 1 $$ 2 3 $$$$ $ PROJECT A Research & Development 1 $$$$ 2 3 $$ $$$ PROJECT B Sales & Marketing 1 $$$ 2 3 $$$$ $$$ PROJECT C Finance 1 $ 2 3 $$$ $$ PROJECT D Mergers & Acquisitions 1 $$$ 2 3 $$ $$$$ PROJECT E Budgets & Priorities Departments within the business prioritize dollars for various initiatives. Some initiatives may be in partnership with IT projects, while others might be managed by the business itself. In either case, data is needed for these initiatives to be successful. Data Consumer API MGMT Recruiting APIs Worker APIs Customer APIs Order APIs Product APIs API PORTAL ENTERPRISE SERVICE BUS Data Delivery Platform Certified enterprise data is delivered in real-time via simple, ease-to-use REST-based APIs. The platform handles data aggregation, authentication, authorization, event notifications, error handling, and transaction monitoring from source systems and/or from master data repositories. Data Publisher Access Certified Data via Any Programming Language or IT Supported Tool Self-Service Innovation Zone IT managed tools and services for use throughout salesforce.com for project teams to consume and work with enterprise data. ETL & BPM Tools
- 27. Worker API Case Study Challenge Executive and location-based email distribution lists are manually created by IT Global Service Desk (GSD) through tickets logged by end users. For employee changes, such as a new hire, org change, or termination, a new ticket is often created. In FY14, ~600 tickets were logged for GSD, and executive admins spent 175 man days to manage and/or reconcile email distribution lists for 377 Executives. Solution Leverage reusable Worker Query API developed by EI API team to access real-time employee data in order to automate creation of email distribution lists as well as manage the members who are part of these lists. At time of launch: 1,131 email lists for 377 executives, 770 global location based email distribution lists were created, and ~15k employees benefited from the creation of these email lists. Result A total savings of $75k annually to the company. Increase in productivity for employees on higher value tasks as a result of offloading manual processes. Increase in end user satisfaction due to guaranteed inclusion in critical communications. $75k Total Annual Savings 175 Annual Man Days Higher Value Activities Customer Satisfaction EGGS Automation Query if VPs listed have groups, if not create them & set posting/viewing permissions Get members of existing groups Update each group with members based on diffed lists Query for Worker data List out all Workers Job Level >= 11 Sort Workers by their orgs, if they are manager in said org, who they report to, and their work locations Diff the list from Google and list made above to find adds & deletes Google Groups API Worker APIs On-demand access to (near) real-time employee information & updates With Google Groups, you can create online and email-based groups.
- 28. Application-to-Application Case Study Workday Worker Source Adapter MuleSoft Org62 Target Adapter MuleSoft Responsible for guaranteeing the delivery of employee changes to subscribing systems and/or APIs. Includes a retry mechanism. Responsible for retrieving and managing employee changes from Workday. Peopleforce Target Adapter MuleSoft GUS Target Adapter MuleSoft Supportforce Target Adapter MuleSoft Worker Message Exchange RabbitMQ Responsible for subscribing to employee events and handling the changes for the target system. 135 Annual Man Day Customer Satisfaction $163k Total Annual Savings Challenge Salesforce User and Contact record updates from the source system of record, in this case Workday, is a manual effort by our IT Global Service Desk (GSD), as well as other Salesforce org owners. IT tickets are logged for any changes to create, update or de-provision a User or Contact record. In 2014, there were ~13k tickets logged for these type of events with an average response time of 5 minutes close rate. Solution Target adapters were created to automate the creation, updates and de- provisioning of User and Contact records leveraging the real-time integration platform. Changes published from the Workday to the subscribing target adapters process the data accordingly to their business requirements. At the end of 2014 a total 2.3M updates were handled by the integration platform Result A total savings of $163k annually to the company. Increase in productivity for employees on higher value tasks as a result of offloading manual tasks. Increase in end user satisfaction due to guaranteed system synchronizations. Higher Value Activities
- 29. Thank you @chris_tiernan | in/ctiernan | www.christiernan.com