[Webinar] 5 Ways ITSM Can Support DevOps

+ 5 Ways ITSM Can Support DevOps

Hosted By:

Adam OBrien Product Marketing Manager

SunView Software

[email protected]

Presented By:

Jayne Groll Co-Founder and President

ITSM Academy

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’ • 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

Jayne Groll • President, ITSM Academy; Board Member, DevOps Institute

• ITIL expert, Certified Process Design Engineer, Certified Scrum Master, DevOps Foundation

@ITSM_Jayne

• Instructor for: DevOps Foundation, Certified Agile Service Manager, All levels of ITIL & ITSM

Agenda

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• What Is DevOps?

• DevOps + ITSM

• 5 Ways ITSM can Support DevOps

• First Steps

• Change Automation

Poll Question

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Is your organization currently utilizing or investigating DevOps strategies?

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What Is DevOps?

DevOps is a cultural and professional movement that stresses

communication, collaboration and integration between software

developers and IT operations professionals.

• Responds to accelerated demand for quality software products and services

• Acknowledges the interdependence of IT functions

• Recognizes the need for cultural improvements

• Supports and leverages agile, lean and ITSM practices

• Leverages the power of automation

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DevOps’ Goals

• Better IT alignment and business responsiveness

• Faster, smaller, more frequent releases • Improved

– Flow of work across the IT value stream – Time to market – Quality of code, products and services – Productivity – Communication and collaboration

• Lower long-term costs DevOps does not have a single body of knowledge but is built upon best

practices in Agile, Lean, ITSM and Automation.

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DevOps Increases Agility & Stability

• Organizations are more agile

– Code is shipped 30 times faster

– Deployments are completed 8000 times faster

Source: 2013 State of DevOps Report – Puppet Labs and IT Revolution Press

• Services are more reliable

– There are 50% fewer failures

– Service is restored 12 times faster

Organizations that implemented DevOps practices were up to five times more likely to be high performing.

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DevOps Cannot Stand Alone

DevOps builds relevant

value streams by

leveraging and cross-

pollinating practices from

multiple frameworks.

DevOps

Agile

Auto- mation

Lean

ITSM

People

Collaboration

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Development Testing Production Staging

Continuous integration

Continuous testing

Continuous delivery

DevOps

Continuous monitoring

Service Transition Service Transition Service Operation

Continual service improvement/Lean IT

Agile Service Management

ITIL/ITSM

Agile development

Service Design

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DevOps & ITIL/ITSM

• DevOps does not define or (re)define ITSM processes

• DevOps creates a value stream of people, process and technology (sound familiar?)

• DevOps relies on processes and practices that underpin the entire service lifecycle (sound familiar?)

• DevOps takes ITIL/ITSM to the next level by instilling Agile and Lean thinking into the strategy, design/development, transition, operation and improvement of IT services

DevOps does not negate ITIL, it validates its necessity!

Agile + Lean + ITIL/ITSM + Culture + Automation = DevOps

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The Agile Manifesto

Individuals

and interactions

Processes and tools

Working

software

Comprehensive documentation

Customer collaboration

Contract negotiations

Responding to change

Following a plan

While there is value in the items on the right,

we value the items on the left more.

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5 Ways Agile ITSM Can Support DevOps

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1. Change Management

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2. Release Management

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3. Configuration Management

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4. Event Management

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5. Incident & Problem Management

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First Steps

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Increase ITSM Agility • Assess current agility (where is “just enough”?)

• Reduce handoffs and eliminate bottlenecks

• Simplify documentation

• Leverage new technologies and automation

• Eliminate rework and duplicate activities

• Capture information at the source

• Put an Ops person on a Scrum team

• Enable fast and frequent deployments

Avoid a one-size-fits-all approach to ITSM.

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Maximize The Use of Models • Predefined procedures

– Steps to be taken

– Chronological order and dependencies

– Responsibilities

– Timescales and thresholds

– Escalation procedures

• Can be automated

Based on ITIL Text - ST 4.2.4.5

Examples

Change models

Release models

Test models

Incident models

Problem models

Request models

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Start Where You Are

• Get clear on the business opportunity – the ‘Why?’

• Get the right people together

• Get everyone on the same page

• Build capabilities that lead to lasting change

• Focus on critical behaviors

• Experiment and learn

• Consolidate gains and produce more change

• Avoid inertia

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Adam OBrien • Product Marketing Manager

• SunView Software

@TheAdamOBrien

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Opportunity

Automation 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 for risk and compliance

management

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

Streamline Processes; ITIL , 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 (Agile IT, DevOps, ITIL) • Tweet to: @ITIL_Jayne, @TheAdamOBrien, or @SunViewSoftware • Email: [email protected] or [email protected]

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Q&A

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About ITSM Academy

NextGen ITSM Education:

Certified Process Design Engineer (CPDE)

ITIL® Foundation

ITIL Capability (OSA|PPO|RCV|SOA)

ITIL Lifecycle (SS|SD|ST|SO|CSI)

ITIL Managing Across the Lifecycle (MALC)

DevOps Foundation

Certified Agile Service Manager (CASM)

Practical, Value-Add Workshops

Learner Portal – my.itsmacademy.com

GAME ON! An Interactive Learning Experience

Since 2003 Tens-of-Thousands Trained

and Certified

Public Classes throughout U.S.

Corporate On-Site Classes

Virtual Classes

Courseware Licensing

Corporate & Partner (GEM)

Alumni Program

PMI Global Education Provider

Certified Woman-Owned

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About DevOps Institute

The DevOps Institute is bringing enterprise level DevOps

training and certification to the IT market. Working with

thought leaders from the DevOps community, the IT Service

Management field and the IT training market, the DevOps

Institute is setting the standard in quality for enterprise grade DevOps education and training.

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