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?