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DevOps hates SLAs

or does it???!!

29 October 2017

SLAsDevOps

DevOps & SLMTips

Drowning in SLAs?

When I first saw this – WOW!!!

SLAs remind me of Senses

See what we are doing (or not)

Listen with the intent to learn (before we reply)

Taste Satisfaction (Measures that matter)

Smell pleasure (or warnings)

Touch handshake of agreement (????)

Change Management

Incident & Problem Management

Service Level Management

The senses of ITSM

What do your senses expect?

ABCofICT

PaulWilkinson

Why should we invest in this Service

instead of other things?

@Courtesy Mark Smalling

Sensing something familiar?

My SLA is DevOps, Agile, ITSM sothis is the Best thing ever!

@Courtesy Mark Smalling

Continuous containersImmutable microservices

CALMS as codeVirtual stuff

@Courtesy Mark Smalling

That’s techno-babble!Come back when

you can speak SENSE!!!

@Courtesy Mark Smalling

The SLA question

What behavior will make the customer

say ‘That is a customer focused IT organization’?

What behavior do your SLA targets

encourage?

Paul Wilkinson Stuart Rance

Quicker time to market

Better customer experience

Fewer costly disruptions

Happier Staff

@Courtesy Mark Smalling

What do you sense now?

Bat-sense

CUSTOMER

DevOps: all about sensing

Sense better – faster - safer

ITSM

AgileLeanDevOps

SLA metrics: Sense these

Real time sensing & learning

Sensing is not enough

™ITILF - QA

DevOps SLA: flow, feedback, improve

You get a request

ListenLearn

NegotiateAgree to try

Create-Use-ModifyTestTestTestTestTest

Go liveGet feedback

improve

Sense & go faster!!!!!!!!

SLA story

CriticalCapabilities

Howarewegoingtoachievethis?Whereshouldwefocus?

PickRightApplications

§ SystemOfEngagement

§ SystemOfRecord

MapCurrent&FutureState

§ ValueStreamMapping

IdentifyTheRightProblems

§ PrioritizedList§ HighLevelSolution

DevOpsBalancedScorecard:StrategyMapBuildinganEnterpriseDevOpsStrategy

©MustafaKapadia

Vision/Benefits

Whyarewedoingthis?Whatarethebenefits? Revenue

IncreaseProductivity

GainsIntangibleBenefits

HardBenefits(ROI) SoftBenefits

Execution

Whatarewegoingtodo?Whoisdoingit?Howmuchwillitcost?

LongTerm– SuccessCriteria

Speed Quality ProductivityMediumTerm– SuccessCriteria

Speed Quality ProductivityShortTerm– SuccessCriteria

WorkStreams

Resources Budget

Learning&Growth

Whatchangesdoweneedtomakeinternally?

Training

Technology

Partners/ProvidersHiring

Org.Changes Rewards

SetVision

TimeToMarketQualityProductivity

The WHY

The HOW

The WHAT

Supported byLEARNING & GROWTH Source:

Mustafa Kapadia, IBM

SLA & User Stories

How can User Stories improve the outcomes of ITSM processes such as:

• Incident Management• Service Level Management• Change Management• Request Fulfillment

As a <type of user>, I want <some goals> so that <some reason>.

Some tips….

SLA Stop

CUSTOMERSENSESWHAT?

blah

Courtesy of Africartoons.com

What Sense is this?

• Ongoing discussions• Dynamic backlogs• Service Charters• Rolling budget to mission statement

(money and resources)• Visual real-time boards• Flex contracts

DevOps SLAs models

daniel.breston@virtualclarity.comhttps://www.virtualclarity.com/

@danielbreston

Questions