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Adapting IT Service Managementfor the DevOps Era: Swarming, ChatOps, Cynefin and other new ways of thinking & working in IT
Peter AdamsSr. Director, Product Management, ITSM
© Copyright 2019 BMC Software, Inc.
© Copyright 2019 BMC Software, Inc.
Taming the Tech Tsunami
Cognitive Automation Key To Address This Complexity
IoT gets down to business
Multi-Device(IoT)
Multi-Cloud becomes a reality
Multi-Cloud
Omni-Channel Experience takes
center stage
Multi-Channel
DevOps is the new norm
DevOps Big Data
Data is the new oil
3© Copyright 2019 BMC Software, Inc.
“Organizations building more flexible ITSM strategies - encouraging collaboration and communication across the organization and offers more guidance for implementing change quickly.”
-- CIO.com
© Copyright 2019 BMC Software, Inc.
ITIL HAS ADJUSTED TO DEVOPS TREND, BUT STILL FACES A BRANDING PROBLEM
• ITIL 4 integrates best practices from DevOps, Agile, and Lean IT with traditional ITSM practices.• while still promoting service focus, good governance,
reliability, stability and security
• BMC is generally aligned with this evolution of ITIL, actively participates in the definition of ITIL 4, and supports new practices as part of our ITSM solution.
• BMC Helix ITSM / Remedy ITSM is ready for ITIL 4
© Copyright 2019 BMC Software, Inc.
Enabling better DevOps performance (faster innovation at high quality) by
1. Accelerate delivery of supporting IT services to DevOps teams
2. Delivering helpful contextual insight
3. Help establish scalable DevOps-aligned customer support
4. Ensure high velocity of deployments w/o impacting quality
BMC HELIX VALUE PROPOSITION FOR DEVOPS/AGILE ORGANIZATIONS
culture value focus
collaboration
measu
remen
tauto
mat
ion
Value: Increased Agility, Improved Quality of Service w/o Impact on Velocity
© Copyright 2019 BMC Software, Inc.
SELF-SERVICE INTAKE OF DEFECTS
6
• Enable IT service consumers to create defects in Jira, without having to go through manual Service Desk process.
Web UI
Mobile UI
Mature DevOps-aligned Support
Capabilities
© Copyright 2019 BMC Software, Inc.
PROVISIONING OF IT SERVICES FORDEVOPS TEAMS
7
• Automated, rapid provisioning of IT services for DevOps teams (compute, microservices, …)
• Single point of contact across different providers (catalog brokering)
• Easily measurable consumption of IT services for improved optimization.
• Fully REST API enabled
SupportingIT Services
© Copyright 2019 BMC Software, Inc.
Discovers:40,000 software versions, 6,000 network devices,
30 storage brands, 1,000 relationship types,
100 middleware, 25 DevOps technologies
DISCOVERY OF CLOUD SERVICES FORBETTER SITUATIONAL AWARENESS
Azure
AWS Google CloudPlatform
Multi-Cloud DiscoveryEnables Discovery of assets across Cloud:
AWS, Azure, OpenStack & Google Cloud (Already Available),
Alibaba Cloud, IBM Cloud (Planned)
BMC Helix Discovery (on containers)Now available as a true SaaS solution
Contextual Insight
9© Copyright 2019 BMC Software, Inc.
EFFICIENT COLLABORATION WITH 3RD-PARTY PROVIDERS
Ticket Brokering to External ProvidersEfficiently collaborate & resolve issues. Close bi-
directional coupling to major providers (e.g.
AWS) through the ticket lifecycle.
Ticket Consolidation Easily bring tickets from departmental systems
to central ITSM system for resolution, audit,
reporting
Intuitive, Insightful ReportsCreate, view, update, escalate and generate
reports of tickets to help resolve issues faster and
with more efficiency
Integrate and manage
incidents directly into provider service desk
Collaborate instantly
between service agents to help resolve issues
NO-CODE INTEGRATION WITH BMC HELIX ITSM
Mature DevOps-aligned Support
Capabilities
10© Copyright 2019 BMC Software, Inc.
Removing the tiers of support, and calling on the collective expertise of a “swarm” of analysts.
Swarming
Network
Collaborative
Dynamic, loopy
Measured by value creation
Tiered support
Siloes and hierarchies
Directed
Linear, rigid
Measured on activity
SWARMING
Source: Consortium for Service Innovation
Swarming discussed in ITIL 4 and VeriSM
Mature DevOps-aligned Support
Capabilities
11© Copyright 2019 BMC Software, Inc.
Escalation
Escalation
LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
CLASSIC “TIERED” SUPPORT STRUCTURE
12© Copyright 2019 BMC Software, Inc.
…when the answer is here… …or here.
Issues may spend time here
LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
13© Copyright 2019 BMC Software, Inc.
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
When tickets
eventually
escalate……they frequently
bounce back for
clarification
14© Copyright 2019 BMC Software, Inc.
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 2 SUPPORT
SUBJECT MATTER EXPERT
The system encourages “heroes” (not in a good way)
15© Copyright 2019 BMC Software, Inc.
Severity 1 Swarm
Prioritize
SWARMING PROCESS AT BMC
16© Copyright 2019 BMC Software, Inc.
SEVERITY 1 SWARM
Swarm leadCommunications
Other membersResearch, coordinate, test
Rapid respondersThree agents, one week rotation
Primary focus: Provide immediate response, resolve ASAP
17© Copyright 2019 BMC Software, Inc.
Severity 1 Swarm
Local Dispatch Swarm
Prioritize
30% solved here !
SWARMING PROCESS AT BMC
18© Copyright 2019 BMC Software, Inc.
DISPATCH SWARM
Experienced analyst Less-experienced analyst
“Cherry pickers”Meet every 60-90 minutes
Primary focus: Can new tickets be resolved immediately?
Also: Validation of ticket details before assignment to specialists
19© Copyright 2019 BMC Software, Inc.
Severity 1 Swarm
Local Dispatch Swarm
Prioritize
SWARMING PROCESS AT BMC
Local Product Line Support Teams
Backlog Swarm Backlog Swarm
20© Copyright 2019 BMC Software, Inc.
BACKLOG SWARMS
Experienced analysts R&D Engineers
Global fixers of troublesome ticketsMeet regularly (often multiple times daily)
Primary focus: Challenging tickets brought by local support teams
Replaces inter-team and individual reassignments
21© Copyright 2019 BMC Software, Inc.
• Autonomy and self-organization• Knowledge transfer and skills development• ChatOps, not email• Prevention of accumulation of queued work• Protection of individuals from burnout
SWARMING ALIGNS REALLY WELL TO DEVOPS
SWARMING FROM PERSPECTIVE OF
CYNEFIN FRAMEWORK
Obvious and Complicated domains:Repeating relationship between cause and effectWith Complicated you need to do analysis to find that relationship
Complex domain:Understanding the problem requires experimentation and analysis.May, over time, be able to move to Complicated
Chaotic domain:Dramatic and unconstrainedFocus on damage limitation, try to move to another domain
• Cynefin (Pronounced “kuh-nev-in”)
• Developed by Dave Snowden at IBM in 1999
© Copyright 2019 BMC Software, Inc.
“Sense, Analyse, Respond”
Dispatch-type swarm – pair agents with varied experience
Capture detailed knowledge for organizational learning
“Complicated” Domain
Swarm Lead Swarm Assistant
© Copyright 2019 BMC Software, Inc.
• “Probe, Sense, Respond”
“Complex” Domain
25© Copyright 2019 BMC Software, Inc.
• 25% median resolution time improvement• Customer satisfaction up 8 points• More issues closed in <2 days• Significant reduction in backlogs• Halved on-boarding time• Freed resources for innovative offerings
SARMING – SAMPLE RESULTS
INTELLIGENT SWARMING IN 3RD-PARTY COLLABORATION TOOLS
Enable collaboration in 3rd-party Chat tool: MS Teams (future: Slack)
Perform ITSM queries/actions from within standard chat tool
Identify collaborators for swarming sessions via cognitive service
© Copyright 2019 BMC Software, Inc.
Mature DevOps-aligned Support
Capabilities
© Copyright 2019 BMC Software, Inc.
ZERO-FRICTION ALIGNMENT WITH DEV VIA INTEGRATION TO JIRA AND OTHER DEV TOOLS
Incident, Change, Problem, Workorder to Jira bug / user story
One or multiple Jira user stories to Change Request, Incidents
Develop and configure for additional dev tools
Policy based automation
Collaboration & Visibility
Group multiple, related tickets
and/or Jira stories across desks
Seamless Agent collaboration in a
single pane of glass
Mature DevOps-aligned Support
Capabilities
Higher ChangeVelocity
© Copyright 2019 BMC Software, Inc.
MULTI-FACTOR, INTELLIGENT RISK ASSESSMENT FOR HIGHER DEPLOYMENT VELOCITY
Helix ITSMRisk Calculation
CMDB Technology
Service
ITSM ChangeRequest
Dev Team Maturity Calculator
Create Change in MCSM and Map Technology Service and Group
Call Risk Calculation Service to Calculate Risk
1
2
3
Connectors to external risk sources such as SecOps, Automation, Code
Coverage
Technology Service Risk Calculator (Calculated from historic ITSM data)
4
SecOpsAutomation
ResultsCode
Coverage
ITSM Service to update Technology Service CI
with Risk metrics based on historic ITSM data
Integration Hub
Create ITSM Change Request with calculated risk and automate approval based on risk.
Update user story with Approval Info and other data from ITSM system
Helix Multi-Cloud Service Management
Higher ChangeVelocity
© Copyright 2019 BMC Software, Inc.
Accelerate Rate of Successful Changes
Establish Mature DevOps-aligned
Support Capabilities
Accelerate Delivery of IT Services to DevOps
teams
Provide better insight intoholistic situation around
production service (infrastructure, consumers of service, customer satisfaction, … to enable DevOps teams to
make better decisions).
Establish intelligent controls to ensure that low-risk changes can be deployed automatically.
Introduce mature customer support practices that let
DevOps teams focus on delivering innovation.
BMC HELIX VALUE PROPOSITION FOR DEVOPS/AGILE ORGANIZATIONS
Better collect, organize, search
Provide Valuable Contextual Insight for
DevOps Teams
Reduce friction for DevOps teams in their
consumption of IT services (e.g.
infrastructure on demand) – from request to
provisioning to support
culture value focus
collaboration
measu
rem
entau
tom
atio
n
30© Copyright 2019 BMC Software, Inc.
Cognitive IT Service and Operations Management
OUR BMC VISION
Industry First : End-to-end platform for ITSM and ITOM Powered by
AI/ML
COGNITIVEPLATFORM
About BMC
BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.
BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.