Managing Complexity in Your Enterprise Implementations – Business Intelligence Info

EditorsNote:Thisisthelastina6-partseriesentitledEnterpriseArchitecturewithForce。

com。

Our?

guestblogger?

GregCook,isamanagingpartnerofCloudPremiseandcurrentlyholdsallsevenSalesforcecertifications。

Salesforce1isapowerfulplatformthatallowsyourorganizationtotransformitself?

ButasSalesforcehasgrown,managing?

complexityinyourEnterpriseimplementationshaslikelygrown,aswell?

AsaSalesforceArchitectitisyourresponsibilitytounderstandandorchestrateallthemovingparts?

Thiscanbeanoverwhelmingpropositionwhenyouconsidersomeofthecomponentsthathavebeencoveredbythisblogseries:

Andthisjustisscratchingthesurface…

SohowdoyoubegintoapproachmanagingcomplexityinyourSalesforce1Enterpriseimplementations?

ShouldallofyourSalesforceresourcesbeonthesameteam?

ShouldSalesforceteamsbedistributedacrossDevelopment,Architecture,andOperations?

Whatisthebestsoftwaredevelopmentmethodologytouse?

Whattoolsarenecessary?

WhataretherolesandresponsibilitiesthatyouneedtoconsiderwhenscalingSalesforceintoyourenterprise?

Andwhyshouldyou–theSalesforceArchitect,careaboutthis?

Let’sstartwiththeeasiestquestionfirst:whyshouldtheSalesforceArchitectbeconcernedwiththeseissues?

Ifyouhavelookedintothequalificationcriteriaforasalesforce。

comCertifiedTechnicalArchitect(CTA),youmightbewonderingwhytherearesomany“non-Salesforce”aspectsofthecertification?

NotonlymustyouunderstandSalesforceinsideandout;youmustalsounderstandthingslikeIntegrationArchitecture,Governance,ApplicationLifecycleManagement,ChangeManagement,TestStrategy,ReleaseStrategy,etc?

ThereasonbehindthisisthatonlysomeonewhounderstandstheSalesforce1PlatformANDtheseothercomponentsistrulyqualifiedtoleadalargeEnterprisetotheirbestapproachformanagingSalesforce。

SowhatgoesintoagooddesignformanagingSalesforce1?

Herearesomeofmyrecommendations:

SalesforceArchitectureshouldfallunder(andbeakeydriver)ofyourOrganization’sEnterpriseArchitecture–ThismeansfollowingarchitecturalguidanceofanyEAframeworks(e。

g。

TOGAF,Zachman,etc)thatexistinyourcompany。

SalesforceshouldadheretoITServiceManagementbestpractices–IliketousetheITILv3frameworkhere?

YoushouldconsideryourSalesforceStrategy,SalesforceDesign,SalesforceTransition,SalesforceOperations,andSalesforceContinualImprovementasseparateprocesses,andpotentiallydifferentorganizationalconstructs?

Salesforceshould?

fallunder?

anyorganizationalframeworkshere,especiallyrelatedtoChangeManagementandSupport。

Salesforce?

shouldremainasagileaspossible–Thisisoftenaconflictingprincipletothefirsttwoitemsinthelist?

Butfindingtherightbalanceiscriticaltoachieving?

agility?

AND?

predictability?

Therearenumerouswaystodothis:oneistocreatea?

clearpolicyofallowableproductionchangesbyadministratorsvschangesrequiringaformalreleasewindow?

AnotherwouldbetosetupverycleartechnicalboundarypointsbetweenSalesforceandotherenterprisesystemsthroughtheuseofstagingtablesorApexWebServices。

SalesforceSupportshouldfollowaverystructuredTieringphilosophy–PrimarysupportforSalesforceshouldcomefromSalesforceusersthemselvesviaacombinationofself-service,knowledgedocuments,anddelegatedadministration?

SolelyrelyingonyourSalesforceadministratorswillloweryourscalabilitypotential。

Sowhatdoesthis“looklike?

”?

HereisareferencemodelthatIusewhentryingtodescribetheorganizationalaspectsofmanagingSalesforce?

(Disclaimer:thisisonlyareferencemodelandeachcompanyisdifferent?

WhatisimportantistounderstandthePrinciplesofthereferencemodel,andthenapplythemtoyourownorganization):

Let’slookatthelayersanddescribesomeoftheimportantaspects:

CenterofExcellence

TheCenterofExcellence(CoE)meanssomethingdifferenttoalmosteachcompanyyoutalkto,andreconcilingthosedifferencesiswelloutsidethescopeofthisarticle?

HoweverIthinksomeof?

thekeyaspectsoftheCoEaretoprovideEnterprise-WideSalesforcestrategy,standards,andgovernance?

ThereforetheCoEwoulddeterminewhatorganewprojectshouldbebuiltin(orwhethertohavemulti-orginthefirstplace)?

TheywouldalsobuildandmanageanEnterprise-WideroadmapofbusinessandtechnicalcapabilitiesforSalesforce?

ThereforeyourCoEwouldneedclosealignmentwithyourEnterpriseArchitectureteam?

YourCoEwouldalsoprovideEnterprise-WideconfigurationanddevelopmentstandardsthatallSalesforceorgsandteamsshouldfollow。

LinesofBusiness

Itisquitepossible(andsometimesdesirable)tohavemultipleLinesofBusiness(LOB)coexistinginthesameorg?

OneofthekeysuccessfactorsformakingthisworkistobuildoutaDelegatedAdministrationfunctioninsideofeachLOB?

Thegoalistoprovideimmediatefunctionalsupporttoyourbusinessuserswithoutoverloadingyouradministrationandtechnicalteams?

Whenabusinessuserisempoweredtobuildreports,createlistviews,resetpasswords,evenfixdata,etc。

itcreatesagreatrelationshipbetweenthebusinessandSalesforceITgroups。

YourLOBswillbemakinganumberofrequeststhatcannotbefulfilledbytheirDelegatedAdministrators?

Clearlydefiningtheses?

processes(NewBusinessCase,LogginganIncident,SalesforceChangeRequest,etc。

)andhowtheypassintoyourtechnicalteamsisveryimportant。

HelpDesk

AmatureorganizationwillutilizetheHelpDeskifpossible?

InitialSalesforceimplementationsoftenbypassthisstep,butasyourorganizationgrowsintoSalesforceitisimportanttoprovideasinglefocalpointofServiceRequests?

toyourusers?

Itisalsohelpfultobepartofthisprocesswhensupportingcomplexsolutionsthatmighthavemanytechnologycomponentssuchasmiddleware,CTI,SSO,etc?

IrecommendinvolvingyourHelpDeskinyourSalesforceSupportprocessesasearly?

aspossible。

Salesforce。

comProductionSupport

ThisisyourcoreAdministrationorDevOpslayer?

Youradminsandenvironmentmanagerslivehere–supportingusers,making(pre-authorized)configurationchanges,deployingnewreleases,triagingandresearchingproductionincidents,etc?

Irecommendthisgroupbetheonlyuserswithtruesystemadminprivilege,andtousegreatdisciplineinallactivities(suchas?

loggingallchangeswithcases,etc。

)?

ThisgroupshouldbewalledofffromDevelopmentteamsandusers?

withonlyclearlydefined?

entrypoints?

(servicerequestsfrom?

users,deploymentpackagesfrom?

developers,etc。

)。

Salesforce。

comTechnicalOversight

ThislayerisresponsibleforunderstandingthedetaileddesignofyourSalesforceenvironment?

Inamulti-orgapproachyoumightneedoneoftheselayersPERORG?

Thereasonisthatthisgroupisresponsibleforcommissioningandapprovinganychangesthathappentotheorg?

Irecommendatleastthreeindividualsinthislayer:a?

technicalarchitect?

whounderstandsallofthecode,integrations,anddataconversionwithintheorg,a?

functionalarchitect?

(“applead”or“solutionarchitect”)whounderstandsallofthebusinessprocessesoftheorginsideandout,anda?

dataarchitect?

whounderstandseachobjectandfieldinsideoftheorg。

Thistechnicaloversightteamshouldbeveryhands-onandwouldberesponsibleforapproving?

anyreleasestoproduction?

Theyshouldbecompletingdesignreviewsthroughoutthedevelopmentprocess?

TheyshouldalsobevalidatingallchangesconformtotheSalesforcestandards。

Salesforce。

comTechnicalTeams

Itispossibletohavemultipletechnicalteamsworkingwithinthesameorgatthesametime?

YoucanhaveoneteamworkingonaspecificLOBwhileanotherworksagenericbacklogforallothers?

Orperhapsyouhaveoneteamworkingunderaquarterlyreleasecyclewhileyouhaveanotherworkingonaweeklysprint。

Youcanhaveasmallinternaldevelopmentteambutoutsourcelargeprojectstoavendor?

Whateveryourusecase,if?

youtakethetimeanddisciplinetosetupyourteamsandprocessescorrectly,youcanachievethissalesforce。

comnirvanaaswell?

Onceyouarematureenoughwithyourmanagementpractices,youcancentrallycommissiondevelopmenteffortstodiscreetteamswhocanbuildandpackageyourprojectsfollowingyoursalesforce。

comstandardsanddeploymentmethodology?

ThisiswhenyoucanreallystarttoscaleyourusageoftheSalesforce1Platforminyourenterprise。

Support

AnotherkeysuccessinmanagingcomplexityinyourEnterpriseSalesforce1implementationsisrigidlyfollowingatieredsupportplan?

Mostsupportissuesshouldbehandledasclosetotheuseraspossible,withonlythemostsevereandsignificantissueseverbeingescalatedtoyourtechnicalteams?

Takethetimetodefineyourtiersandtheescalationpoints?

Ifyouneedanexamplehereisonethatmightworkinyourcompany:

Tier0–CustomerSelf-ServiceSites,KnowledgeDocumentation,Micro-TrainingSolution,DelegatedAdministration

Tier1–YourformalITHelpDeskwhereissuesarelogged,triaged,andescalatedbaseduponformalServiceLevelAgreements?

UseraccessissuescanevenbedeflectedherewithIVRandorSSOsolutions。

Tier2–Thisiswhereyourcoreadministrationteamwouldreallygetinvolved?

Theseshouldbetruesystemissuesorservicerequeststhatcannotbefulfilledbyyourdelegatedadminsorhelpdesk。

Tier3–Onceissuesareformallyresearchedandescalatedbytheproductionsupportteam,atechnicalteamwouldgetinvolved?

Thisusuallytakestheshapeoftheoriginaldevelopmentteam?

(iftheprojectisstillunderwarranty),amanagedservicesteam,adedicatedtechnicalsupportteam,orifallelsefails,yoursalesforce。

comTechnicalOversightTeam。

UnderstandingtheBrickWall

Oneofthemostimportantaspectsofthereferencemodelisthebrickwall?

Thebrickwallistosignifytheformalityofmigratingchangeintotheproductionenvironment?

Thebrickwallisyourorganization’sprimarycontrolpointtoensurethatonlyqualitycomponentsmigratetoproduction,andthenonlyonapredictablecadence?

IhopeyoureadmyarticleonDeploymentStrategy?

thenyouwillunderstandthedisciplinenecessarytomigratesuccessfullyandensureyourproductionenvironment(andallyoursandboxes)arefunctioningasdesired。

Summary

Inmanyways,managingSalesforceisnodifferentthanmanagingtraditionaltechnologyplatforms?

Itrequiresgoodstrategy,architecture,development,deployment,andsupportprocesses?

Tome,thedifferenceisthattheusualtraditionaltechnologyplatformsCANNOTsurvivewithoutthoseprocesses,whileSalesforceprojectscanoftensurvivewithoutthemduetoitsrobustdesign?

HoweveritisimpossibletoscaletheuseofSalesforceinyourcompanywithouttakingthetimeanddisciplinetomanagetheplatformasanEnterpriseasset?

Withtherightcombinationoforganizationaldesign,ITSMprocesses,andarchitecturalgovernance,yoursalesforce。

comimplementationscantrulyhelptransformyourEnterprise。

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