{"id":10297,"date":"2022-02-09T08:00:11","date_gmt":"2022-02-09T08:00:11","guid":{"rendered":"https:\/\/ee.yelkdev.site\/?p=10297"},"modified":"2024-04-16T10:43:11","modified_gmt":"2024-04-16T09:43:11","slug":"why-your-head-of-operations-shouldnt-be-accountable-for-digital-reliability","status":"publish","type":"post","link":"https:\/\/www.equalexperts.com\/blog\/our-thinking\/why-your-head-of-operations-shouldnt-be-accountable-for-digital-reliability\/","title":{"rendered":"Why your head of operations shouldn\u2019t be accountable for digital reliability"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The <\/span><a href=\"https:\/\/www.equalexperts.com\/our-services\/deliver\/you-build-it-you-run-it\/\"><span style=\"font-weight: 400;\">You Build It You Run It<\/span><\/a><span style=\"font-weight: 400;\"> operating model empowers product teams to own every aspect of digital service management. When done well, it accelerates your time to market, increases service reliability, and grows a learning culture. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, as with any operating model, there are pitfalls that need to be avoided. Because if they aren\u2019t, they will drain the confidence of your senior leadership, and ultimately put the success of You Build It You Run It at risk.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In our recent <\/span><a href=\"https:\/\/www.equalexperts.com\/playbooks\/you-build-it-you-run-it\"><span style=\"font-weight: 400;\">You Build It You Run It playbook<\/span><\/a><span style=\"font-weight: 400;\">, my co-author Steve Smith and I take a deeper look at an accountability pitfall, and product teams lacking strong reliability incentives. Here we take a look at this further, to consider how you can guard against this pitfall, and escape it if necessary.\u00a0<\/span><\/p>\n<h2>No responsibilities means weak incentives<\/h2>\n<p><span style=\"font-weight: 400;\">We think of You Build It You Run It as a hybrid operating model. Product teams build, deploy, operate, and support their own digital services, such as user-facing microservices. An application support team manages foundational systems, like self-hosted COTS and custom back office applications.\u00a0<\/span><\/p>\n<img decoding=\"async\" class=\"alignnone wp-image-10618 size-large\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3-1200x994.png\" alt=\"\" width=\"1200\" height=\"994\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3-1200x994.png 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3-300x248.png 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3-768x636.png 768w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3-1536x1272.png 1536w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/02\/YBIYRI-Blog-4-Figure_3.png 2014w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>\n<p><span style=\"font-weight: 400;\">If you work in an enterprise organisation, and you haven\u2019t adopted You Build It You Run It yet, I\u2019ll bet your Head of Operations is accountable for the reliability of all your digital services and foundational systems. You\u2019ve probably got a <\/span><a href=\"https:\/\/racichart.org\/the-raci-model\/\"><span style=\"font-weight: 400;\">RACI model<\/span><\/a><span style=\"font-weight: 400;\"> to show who\u2019s responsible, accountable, consulted, and informed for service reliability. It\u2019ll look like this:\u00a0<\/span><\/p>\n<img decoding=\"async\" class=\"alignnone wp-image-10647 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1.jpg\" alt=\"\" width=\"1920\" height=\"544\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1.jpg 1920w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1-300x85.jpg 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1-1200x340.jpg 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1-768x218.jpg 768w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_1-1536x435.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\n<p><span style=\"font-weight: 400;\">This causes plenty of problems for digital services. For the purpose of this article, I\u2019ll focus on:<\/span><\/p>\n<ul>\n<li><i><span style=\"font-weight: 400;\">Fragile architectures<\/span><\/i><span style=\"font-weight: 400;\">. Your digital services have a large blast radius, and an inability to gracefully degrade on failure. You\u2019re exposed to multi-hour, multi-million $ outages.<\/span><\/li>\n<li><i><span style=\"font-weight: 400;\">Inflated availability targets. <\/span><\/i><span style=\"font-weight: 400;\">Your Digital services have higher targets than necessary, and require excessive toil to meet those targets. You spend too much $ on BAU work.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This happens because your well-intentioned delivery teams aren\u2019t responsible, let alone accountable, for the reliability, or run cost, of the digital services they build. Teams lack the operability incentives to prioritise operational features alongside product features, or to balance availability targets with on-call costs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These problems can be hard to spot, until you suffer a major incident. Then they become hard to ignore. In our <\/span><a href=\"https:\/\/playbooks.equalexperts.com\/you-build-it-you-run-it\/what-is-ops-run-it\"><span style=\"font-weight: 400;\">You Build It You Run It playbook<\/span><\/a><span style=\"font-weight: 400;\"> we describe one customer losing $1.5M in a 5 hour outage, because a series of cascading failures were triggered by someone typing in the wrong character.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You Build It You Run It solves these problems by making product teams accountable, not just responsible, for the reliability of their digital services. But you also need to know that some of our customers have experienced an accountability pitfall along the way.<\/span><\/p>\n<h2>The responsible but unaccountable pitfall<\/h2>\n<p><span style=\"font-weight: 400;\">When you adopt You Build It You Run It, your product teams are on-call and responsible for running their own digital services. However, your senior leadership might want your Head of Operations to remain accountable for all live services. Your RACI becomes:<\/span><\/p>\n<img decoding=\"async\" class=\"alignnone wp-image-10658 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2.jpg\" alt=\"\" width=\"1920\" height=\"852\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2.jpg 1920w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2-300x133.jpg 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2-1200x533.jpg 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2-768x341.jpg 768w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_2-2-1536x682.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\n<p><span style=\"font-weight: 400;\">Steve and I call this the <\/span><a href=\"https:\/\/playbooks.equalexperts.com\/you-build-it-you-run-it\/pitfalls#responsible-but-unaccountable\"><span style=\"font-weight: 400;\">responsible but unaccountable pitfall<\/span><\/a><span style=\"font-weight: 400;\">. Your product teams feel some responsibility for reliability and run cost, which is really important. However, in at least some of your product teams, you\u2019ll still see fragile architectures and inflated availability targets. Your operability incentives aren\u2019t as strong as they could be, because product teams aren\u2019t held to account for failures or run cost. This can be mitigated if your Head of Operations is extremely supportive of You Build It You Run It, but that\u2019s pretty rare.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want your product teams to consistently achieve 99.0% &#8211; 99.99% availability, a time to restore that\u2019s measured in minutes rather than hours, and an appropriate run cost, you need to change your organisational culture. Your teams must own and learn from the consequences of their decisions. Your senior leadership must empower your Head of Operations to reassign their accountabilities for digital services &#8211; but to who?\u00a0<\/span><\/p>\n<h2>Make your product team budget holders accountable for digital outcomes<\/h2>\n<p><span style=\"font-weight: 400;\">Assuming you have separate Product and IT departments, you\u2019ve got two product team budget holders, responsible for two different capex budgets:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your Head of Product funds digital services that are new propositions.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your Head of Delivery funds digital services that are technology upgrades.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Your Head of Operations needs to split their accountabilities for digital services between your Head of Product and Head of Delivery. That way, the person paying for the digital service is responsible for its reliability and run cost, as well as its feature set. This means your RACI is:\u00a0<\/span><\/p>\n<img decoding=\"async\" class=\"alignnone wp-image-10659 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2.jpg\" alt=\"\" width=\"1920\" height=\"772\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2.jpg 1920w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2-300x121.jpg 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2-1200x483.jpg 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2-768x309.jpg 768w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-5-Table_3-2-1536x618.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\n<p><span style=\"font-weight: 400;\">Now your product teams are held to account for failures and run cost. Their operability incentives are strong. Budget holders have to translate their business goals into operational objectives, and encourage product teams to prioritise operational features alongside product features. Developers invest in graceful degradation, because they don\u2019t want to be called out at 0300 if something goes wrong. They will choose availability targets that balance product manager risk tolerance with engineering effort, because they won\u2019t want to spend too much from the on-call out of hours budget.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These changes are a clear, long-term commitment to You Build It You Run It. Steve and I have seen them work well. But we won\u2019t pretend it\u2019s easy. It\u2019s tough to transfer accountabilities from your Head of Operations to your Head of Product and your Head of Delivery. It\u2019s hard to move an opex budget line item for on-call funding into separate capex budgets for the same purpose. This is why we recommend proceeding in small steps. Start by switching one of your delivery teams to using these governance practices, ensure your Head of Operations is happy for someone else to be accountable for digital reliability. And most importantly, test and learn from people as you go. Because, in our experience, it will be worth it in the long run.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><em><span style=\"font-weight: 400;\">To find out more, you can continue our You Build It You Run It pitfalls series:<\/span><\/em><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/7-pitfalls-to-avoid-with-you-build-it-you-run-it\"><span style=\"font-weight: 400;\">7 pitfalls to avoid with You Build It You Run It<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-manage-bau-in-product-teams\/\"><span style=\"font-weight: 400;\">5 ways to minimise your run costs with You Build It You Run It<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why your operations manager shouldn\u2019t be accountable for digital reliability &#8211;<strong> you are here!<\/strong><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-manage-bau-in-product-teams\/\"><span style=\"font-weight: 400;\">How to manage BAU in product teams\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/4-ways-to-remove-the-treacle-in-change-management\/\">4 ways to remove the treacle in change management<\/a>\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/why-product-teams-still-need-major-incident-management\/\"><span style=\"font-weight: 400;\">Why product teams still need major incident management<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/stop-trying-to-embed-specialists-in-every-product-team-2\/\"><span style=\"font-weight: 400;\">Stop trying to embed specialists in every product team\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-avoid-developer-burnout-on-call\/\"><span style=\"font-weight: 400;\">How to avoid developer burnout on call<\/span><\/a><\/li>\n<\/ol>\n<p>Our <a href=\"https:\/\/www.equalexperts.com\/our-services\/deliver\/you-build-it-you-run-it\/\">You Build It You Run It<\/a> page has loads of resources on on-call product teams &#8211; case studies, conference talks, in-depth articles, and more. Plus our <a href=\"https:\/\/www.equalexperts.com\/playbooks\/you-build-it-you-run-it\">You Build It You Run It playbook<\/a> gives you a deep dive into how to make it happen! Get in touch, and let us know what you think.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The traditional approach to operations doesn\u2019t help organisations to sustain innovation. You Build It You Run can help \u2013 if done correctly.  Here we take a look at an accountability pitfall, and recommend how to avoid it<\/p>\n","protected":false},"author":20,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[5],"tags":[222],"location":[393],"class_list":["post-10297","post","type-post","status-publish","format-standard","hentry","category-our-thinking","tag-youbuildityourunit"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why your head of operations shouldn\u2019t be accountable for digital reliability | Equal Experts<\/title>\n<meta name=\"description\" content=\"You Build It You Run It can successfully sustain innovation \u2013 if done correctly. 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