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CSC Proprietary and Confidential
The Future of Enterprise Service Management in a DevOps World
JP Morgenthal@jpmorgenthalOctober 8, 2015
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We’re Living In A Software-Defined Universe
Why Software Is Eating The WorldBy MARC ANDREESSEN
August 20, 2011
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IT Needs To Start Operating Outside-In
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Traditional IT Service Management
• Based on a set of silos typically termed “towers”• Focused on cost of delivery instead of user experience• Rooted in failure avoidance instead of speed of restoration• Governed through exception instead of alignment with business
operations goals• Managed inside-out instead of outside-in• Reliant upon swivel-chair operations instead of automation and
consistent tooling• Highly bureaucratic instead of streamlined• High latency instead of high velocity
Traditional IT Service Management has a number of shortcomings, which we have to address to deliver in a profitable and high-quality manner for our customers
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Deliver software-driven innovation, faster
What is “DevOps”
• DevOps is a problem domain that encompasses the bottlenecks and constraints related to application delivery.
• DevOps-related issues are resolved through the adoption of continuous delivery.
• Businesses achieve continuous delivery through application of lean IT
Steer
Deploy
Operate Develop and test
DevOpscontinuous feedback
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What Changes?
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The towers will fall
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Cross-functional capabilities and governance increase in tandem with greater levels of
automation
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ITSM data will no longer live independent of other
operational data
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There will be a shared accountability to get problems
resolved
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We will see an increased focus on resiliency and repair
over failure avoidance
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IT will need to adapt to meet the demand for business agility?
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Changing Role of Enterprise IT’s
LowLow HighIndustry differentiation
Technologydifferentiation
High
• Efficiency, reliable• Modern, cloud • Secure/compliant
• Speed, agility• Productivity• Evangelism
• Application expertise• Ecosystem know-how• Process/value chain
• Unique capabilities• Smart products• Outside-in leadership
Provider
Promoter
Partner
Peer
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Reduce need for human intervention for repetitive and time consuming tasks
Enable self-serviceIncrease standardization of
platforms for applications and data
Leverage cloud computing to scale in, out
and down as well as up
Align IT engineering and operational actions with
critical business initiatives
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Managing Work Flow
W. I. P.
Optimize how work enters and exits the pipeline
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Decisions
• For any given change can we map the associated business processes that may be affected?• What is the required lead time from the business to enact a reprioritization of development
objectives?• What level of overlap is there for a given dev or ops resource with regard to a given set of tasks?• What is the mean-time-to-repair for each of the systems in production?• What is the migration strategy for the current application portfolio?• Do we have the appropriate levels of communication and cooperation between IT departments to
meet required service levels to the business?
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Managing Work Flow
W. I. P.
W. I. P.
W. I. P.
Engineering
Operations
Security
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We move to a system of continuously improvement of services
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BUSINESS SOLUTIONSTECHNOLOGYOUTSOURCING
Questions?
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