antifragility, devops, and multispeed it: failing forward to...

SESSION 804

Friday, May 12, 10:15am - 11:15am Track: Service Desk Masters

Antifragility, DevOps, and Multispeed IT: Failing Forward to Success Matthew Haggerty Partner, Ridgehead Software matt.haggerty@ridgehead.com

Session Description Antifragility is the art of becoming stronger via the application of stress and volatility. In our industry, it’s sometimes good to “fail forward” and build scar tissue to become stronger, smarter, and faster. In this session, you’ll see how cutting-edge organizations are realizing that processes galore are preventing their people, teams, and tools from feeling stress and working their muscles.

Speaker Background Matt Haggerty is cofounder and COO of Ridgehead Software, a leading custom software solution integrator for call center and service desks tools. Previously, Matt was COO of Knowledge Accelerators. Passionate about ubiquitous content, customer service, leadership, and psychology, Matt is the past chair of the HDI Member Advisory Board and past president of the Chicagoland local chapter.

Antifragility, DevOps, & Multispeed IT: Failing Forward to Success

Matt Haggerty

Ridgehead Software

Family of 4Tampa by way

of ChicagoBald/Brown

Sandy/ReddishRecent

graduate of…?

“Today’s ‘best practices’ lead to dead ends;

the best paths are new and

untried.”Peter Thiel

Demon of our Own Doing

Helicopter parents

Fragile

What is “Antifragile”?

Antifragile!

Ancient wisdom

What is “Antifragile”

in ITSM?

Rob England’s

Automation applied

across the IT spectrum

Tick tock Tick tock

What’s the easiest way

to eat an elephant?

Highway with no

exits

Fragile systems

King Mithradites

“Iocane power”

“The best defense against major

unexpected failures is to fail often. By frequently

causing failures, we force our services to be

built in a way that is more resilient,” Corey

Bennett of Netflix

Bi-Modal Multi-Speed

Two-speed

Software malfunction

DevOps“Gotchas”

Why do I care?

Clarity is in the comms

KCS and DevOps…

Why is anti-

fragility important

to you?

Don’t be like Tom

Thank you for attending this session.

Please complete the short evaluation for this session on your mobile device. It is available in your email or

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There’s a storm in

the cloud