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5 Keys to Jump Starting DevOps Change Management

Hosted By:Adam OBrienProduct Marketing ManagerSunView Softwareaobrien@sunviewsoftware.com

Presented By:Daniel BrestonChief of DevOps TransformationRanger4

Housekeeping

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• This webinar will be available shortly after its conclusion• Share this webinar and check out the supplemental infographic

‘Change Management for DevOps: Adapting to the Ever Evolving World of Agile IT’

• Have a question regarding anything that is covered during this webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!

Today’s Presenters

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Adam OBrien• Product Marketing Manager• SunView Software

@TheAdamOBrien

Daniel Breston• Chief of DevOps Transformation for Ranger4

• 40 years of experience in IT Operations, ITSM, ALM,SIAM, DevOps & Lean

@DanielBreston

Agenda

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Setting the Tone

5 Keys to Jump Starting DevOps Change Management

Tips (& more tips)

Solution Options

Poll Question

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How important is change management in your organization?

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Daniel BrestonChief of DevOps TransformationRanger4

@danielbreston

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The most likely way the world will be destroyed, most experts agree,

is by accident. That’s where we come in; we’re computer

professionals. We cause accidents. Nathaniel Borenstein

It’s not the strongest species that survive, nor the most intelligent…..but the one

most responsive to changeCharles Darwin

Set the Tone

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Change Agility Results

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=

Is an Incident an Approved Defect?

Incidents: OOPS?

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Change

Release & Deployment

Control of ALL requests for additions, modifications or removals to any

infrastructure, processes, tools, metrics, organisational, suppliers and

documentation that contribute to the creation, use and support of IT Services

Release: Creating the standard way of working Deployment: Introducing the

approved request

People, Hardware, Software, Financial, Documentation & Location and how they

are used to create and support an IT service

Asset & Configuration

What Do You Think They Are?

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Official Change Flow

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Per KPI:• Clear definition

• Uniform way of calculation

• Quality, Safety, Satisfaction, Effort

• Roles & responsibilities

• Elicit a response

• Top down

• Limit the number

• Make them agreed

KPI and Change Management

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Percentage of Releases not built to standard in the library

Percentage of tests performed along the path

Number of unauthorised deployments (above zero is bad)

Deployments accepted percentage

Number of service-affecting outages caused by deployments (approved and unauthorised)

Percentage of assets/configurations updated along the the path

Number of “special” change requests (those Management decrees)

% of effort across the lifecycle

Sample KPIs

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Aware of Change“Hey, who just rebooted the

switch?”

Announcing Change“Hey, I’m rebooting the switch. Let me know if that will

cause a problem”

Oblivious to Change

“Hey, did the switch just reboot?”

Managing Change“Let’s schedule the

switch reboot to week 45 so we can do the

maintenance upgrade and reboot at the same

time”

Verifying Change“Looking at the fault

manager logs, I can see that the switch

rebooted as scheduled”

Scheduling Change“When is the next

maintenance window – I’d like to reboot the switch

then”

Authorising Change“Hey, I need to

reboot the switch. Who needs to

authorise this?”

Stages of Change

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Tips An unauthorised deployment is always a Major Incident Change=Yes/No; Rel & Deploy = How/When, SACM = What Requester is accountable for the request Create teams to create better processes Testing is key Visualise your change, releases, assets CABs are not discussion or debate forums ITSM tools need to communicate across the lifecycle Build standard ways but allow for local flexibility Automate when it makes sense

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No Plan B, no approved change Audit process, meetings, etc. via talking and KPIs CAB Chair has the final vote Vicious circle: poor anything impacts the rest Repeatability is key: process, builds, capabilities Treat everything like it is Production Clean out your build & test library These are Management processes run by people supported by

tools

A Few More Tips

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Communication on what you are trying to do Collaboration on how you are trying to do it Agreement on what success or good looks like Stop when you have an issue, resolve, continue Make it fun & simple

Look for the goal of no meetings to get a change approved

5 Keys to Jump Starting DevOps Change Management

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Adam OBrien• Product Marketing Manager

• SunView Software

@TheAdamOBrien

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Opportunity

Automation is critical for achieving efficiencies in all modes of IT delivery… ITIL or DevOps

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Recommendation

Make Change Management a

priority

Single Source of Truth for

ALL Changes

Increase visibility forrisk and compliance

management

Establish Different Modes of Change to Balance Speed, Quality, and Risk

Streamline ProcessesITIL , DevOps, Business,…

Speed change processing and increase adoption

Integrate Change into DevOps

Toolchain

Automate Capture of Change Records

with Artifacts

Improve collaboration and build auditable

history

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We’ve Listened…

Engineered to Support Agile IT Multi-Modal Change Workflows

DevOps Toolchain Integration

CAB/Peer Review Processing

Change Manager Dashboard

Service Management Integration

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Get Connected

Do you have any personal experience or additional questions regarding the topics we covered today?

Get into the discussion:

• LinkedIn Group: Change Management for ITSM • Tweet: @SunViewSoftware & @Ranger4ltd• Visit: http://www.sunviewsoftware.com/learn/devops• View: The SunView BrightTalk Channel

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Q&A

Thank You!If you would like to find out more visit:www.SunViewSoftware.com

LinkedIn.com/companies/sunview-software-inc-Twitter.com/SunViewSoftware

Facebook.com/SunViewSoftware