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TRANSCRIPT
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
