There is a major factor missing from DevOps: process discovery

Process discovery ensures that business modernization efforts focus on the right things to make a difference to the user.

The continuous journey of discovery enables product and development teams to develop and refine their ideas so that the product can deliver the most value to the business and its customers. Recently, business leaders are focusing on integrating continuous integration (CI) and continuous delivery (CD), also known as CICD, into their modernization process to allow developers to test the right things at the right time, experiment quickly, make changes, and adapt as needed to drive innovation all over the work. Continuous automated testing is an important component of CICD and can provide companies with a competitive advantage in the marketplace. But the success of the test depends largely on the best practices adopted in DevOps the culture. One of these best practices is the discovery process.

Process discovery is critical not only to standard business updates and changes to the application but also key to fine-tuning and deploying update testing – maximizing value from both the application itself and any work done to update it. Process discovery allows visibility across all application workflows, allowing organizations to prioritize not only the projects that will bring the most business benefit but also the tests needed to ensure the quality of the new code being deployed. A robust DevOps approach with on-the-fly process discovery combined with intelligent modernization projects multiplies the benefits of productivity improvements, improved customer experiences, and faster bottom line returns.

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Enhance customer experience through process discovery

Process discovery ensures that business modernization efforts focus on the right things to make a difference to the user. Take the Customer Service Center, for example. The goal of the ongoing discovery journey is to help customer service reps deliver better customer experiences and be more productive, which can mean less time for the representative to create and/or update a customer profile while the customer is waiting on the phone. By discovering the process, developers can understand the exact process of how a representative creates a customer profile (including exceptions) and then identify areas that can be improved, simplified, or automated to enable the representative to operate faster and provide better customer service. With input from process discovery efforts, automated testing allows development and QA teams to build libraries of standardized tests that can be executed at will. With minimal effort, developers can test their changes much sooner in the development lifecycle. By the time QA officially began, most development issues had been resolved, reducing project delivery times and costs.

Through these efforts, developers have the ability to rebuild. Refactoring takes large, homogeneous applications and breaks them down into smaller components to update them more easily, and enables IT and development teams to be more flexible when responding to business needs. Refactoring an application provides users with a simpler experience. Continuing with the example of creating a customer profile, when a customer service agent enters the information of a new customer, the refactored application will be able to automatically add that customer’s information to the sales system, finance system, and CRM system. Thus, simplifying what were previously three different agent processes is now one, reducing the time and training required.

For developers to update apps faster, increase productivity and enhance customer experience, organizations need to focus on the entire update process, including process discovery. It can be easy to overlook the discovery process due to its time-consuming nature – but the benefits far outweigh that. Companies with strong DevOps practices and modernization projects that involve process discovery will see the organizational impact on efficiency, productivity, and ultimately, business outcomes.

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