disciplined agile operations and support

Scott W. Ambler Senior Consulting Partner

scott [at] scottambler.com

@scottwambler

Disciplined Agile Operations and Support

Principles, Strategies, and Teaming Structures for

Disciplined DevOps

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© Disciplined Agile Consortium 2

Agenda •  Our principles •  Our scope •  Operations •  Support •  Parting thoughts


The Seven Principles of Disciplined Agile


DelightCustomers

Pragmatism

BeAwesome

ContextCounts

ChoiceisGood

OptimizeFlow

EnterpriseAwareness


Our Scope

Disciplined DevOps



Operations

A Disciplined Agile Operations Mindset

•  Run a trustworthy IT ecosystem •  Focus on the strategic (long term) over the

tactical (short term) •  Streamline the overall flow of work •  Help end-users succeed •  Standardization without stagnation •  Regulate releases into production •  Sufficient documentation


A Traditional Approach to Development and Operations


DevOps at a Small Company


•  As there is only a handful of product teams, a “you build it, you run it” approach is straightforward

•  Operations Engineer(s) exist to support the product teams and handle common infrastructure issues

The DevOps Engineer “Role”


Developer

Operations Engineer

Toolsmith

Support Engineer Database

Administrator

•  This tends to be a position where the person(s) in it take on a collection of important roles

•  DevOps Engineer tends to be a transitory role within smaller organizations or to organizations new to DevOps

DevOps at a Large Company


•  Roles tend to become more distinct as operational complexity grows

•  When there are many product/delivery teams, the need to support common strategic functionality increases


Support

A Disciplined Agile Support Mindset

•  Avoid problems to begin with – Design the user experience (UX)

•  Provide self-support strategies •  Favor proactive support over reactive •  Have two-way conversations •  Solve the problem, and do so quickly •  You build it, you support it


DevOps – You Build It, You Support It


•  Requires developers to have people skills •  Takes time away from development •  Motivates developers to understand usage and to build a quality experience •  Many organizations recognize that working with end users directly is a mark of a

senior developer

End User Developer

Request for Help

Information, Incident Status, Problem Resolution, …

The Support Workflow: High Level


Assisted Support: The Escalation Process


There is an incident, and self support isn’t sufficient

Engages with support

Level 1 Support Support Engineer

Requires help or authorization

Level 2 Support Support Manager/Senior Support Engineer

Requires technical help to address

Level 3 Support Developer

The Support Workflow: Detailed


Building Out Your Support Environment


Success Requires…


A Flexible Mindset

Context-Sensitive Strategies

Great People Collaborating and Learning Together

Join the DA Community! Anyone who attends a Disciplined Agile presentation or workshop is entitled to sign up at DisciplinedAgileConsortium.org to register for the designation “Disciplined Agilist”

Seriously though, the DA designation is an important first step towards earning an actual DA certification, such as: More importantly, it gives you access to our “members only” information and webinars at DisciplinedAgileConsortium.org


Do you wish your organization’s

leaders had a better understanding of

agile?

An Executive’s Guide to Disciplined Agile can help with

that! © Disciplined Agile Consortium 26

Thank You! Scott [at] scottambler.com

@scottwambler

DisciplinedAgileConsortium.org DisciplinedAgileDelivery.com

ScottAmbler.com

Disciplined Agile Delivery


Scott Ambler + Associates is the thought leader behind the Disciplined Agile (DA) framework and its application. We are a management

consulting firm that advises organizations to be more effective applying disciplined agile and lean processes within the context of your

business.

Our website is ScottAmbler.com We can help


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