Is DevOps Stealing Service Management's Thunder?

Shane Carlson

Senior Principal – Service Management Strategy

CSC

Terms of Service

Key Focus Areas

• Intro• DevOps Defined• Rise of DevOps• Who can we blame?• The Classics• The need for speed• What choice do we have?• Can we make it work? • The case for adaptability• Who wins if we do this right?

How it feels to be the ITSM folks when DevOps comes to town.

DevOps Defined

• DevOps (a portmanteau of “development” and “operations”) is a software development method that stresses communication, collaboration, and integration between software developers and information technology (IT) professionals. A response to the interdependence of software development and IT operations, DevOpsaims to help organizations rapidly produce software products and services — and to improve operations performance

The Rise of DevOps

More Movement than Method

• LEAN (from manufacturing to IT)• Object Oriented Programming

• Theory of Constraints

• Test Driven Development• Agile Manifesto (2001)

• SaaS Explosion

• Citizen Developers• 10 Deploys a Day

• IT Moving at the Speed of Business

• Digital Transformation

Don’t like it? Blame this guy*:

*OK, don’t really blame him (completely)... He didn’t start this fire, but he did show up with a few cans of gas and a megaphone.

Classic IT Battles

• ITIL vs Six Sigma

• Agile vs Waterfall

• On Premise vs Cloud

• Buy vs Lease

• In House vs Outsource

• Star Wars vs Star Trek

• Tabs vs Spaces

• ITSM vs DevOps?

What do we want?

• ITSM• Stability

• Limit Business Risk

• Enable Business Outcomes

• DevOps• Agility

• Minimal Viable Products

• Rapid and Continual Evolution

• To break and learn

When do we want it?

• ITSM• Some time after we see a business

impact assessment and the risk mitigation plans have been approved by the various service and CI owner, wherein we will open a release request that will flow through the standard approval process resulting in a series of change requests that will be reviewed in the weekly CAB meeting and scheduled around critical business cycles.

• DevOps• What do you mean I wasn’t

supposed to push that to production yesterday?

It’s all About Perspective

How we see Ourselves How we see DevOps

How DevOps sees themselves How DevOps sees ITSM

How the Business sees us both…

The Need for Speed

• IT needs to move at the speed of the Business

“CIOs have historically responded to demands for speed in two ways. First, they have relied on standards to streamline IT, introducing enterprise processes and architectures and locking down requirements early.

Second, they have carved out specific teams or methodologies designed for speed. Neither approach has long-term sustainability. The first is hard to keep up in an era of fast-changing digitization. The second is hard to scale, and is slowed by interdependencies with other, slower parts of IT.”

- Information Week 7/2016

Perceptions About Speed

• ITSM• Often slow, but cautious

• Methodical and robust, but cumbersome

• Process Driven

• Repeatability

• Clearly defined Inputs and Outputs leading to predictable experiences

• DevOps• Fast, but possibly reckless

• Stripped down and Agile

• Possibly not equipped for all situations

• May not be able to protect us adequately in an accident

Do we have to choose?

Making it work

• “The DevOps Movement fits perfectly with ITSM”

Can’t We All…?

Our ”Get Along” Plan

• Compelling Events• Major Releases

• System Replacements

• Legacy to SaaS Migrations

• ITSM Platform Implementations

• Leadership changes

• Teachable Moments• Does this system need to be Agile?

• What can we do to make this more Agile?

• How critical is it to the business that we be able to adapt/evolve this system quickly to changing business needs?

• Can we create a paradigm where IT and Dev work together to Build/Deploy/Support this new system?

The Case for Adaptability

• We need to be flexible.

• We need to be open to different approaches.

• We need to think critically and use the right tools/approach for the job.

• We need to be willing to let go of rigid process, where it makes sense.

• We need to be able to have a civil discourse about what the right paths are.

Namaste – How Flexible are you?

Different Speeds for Different Needs

Go Steady

• Traditional ITSM• Legacy systems

• Stable Platforms

• Highly Regulated Systems

• High Risk Business Systems

• Financial Systems

Go Fast

• ITSM/DevOps• Mobile Apps

• Customer Support Systems

• ITSM Systems

• Business Systems that require high agility

• Back Office Systems

Speed Limits and Passing Zones

• Limit Speed on those systems which require the greatest amount of risk management.

• Continually evaluate whether you can safely shift them into higher gears if business needs change.

• Set clear pathways for systems that have a need to ”Go Fast”.

Summary

• Anticipate the need to adapt.

• Have a plan.

• Know which systems may need additional governance afforded by traditional ITSM approaches.

• Define “rules of the road”

• Be Flexible.

Who wins if we make it work?

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