Download - ITSM Solutions and DevOps Alignment
ITSM Solutions and Devops AlignmentIncident Management for the Agile WorldManish Kalra – Director, Product Marketing | @mkalra
@pagerduty
IT Landscape
Rise of the Application Centric Business
UBEROwns no carsDisrupting transportation
TwitterOwns no media outletsDisrupting communications
airbnbOwns no hotelsDisrupting hotel industry
AmazonOwns no retail outletsDisrupted EVERYTHING
Innovation Pace
Brand
Competition
Security
Customer Demands
Relevant
Pressures on the Business
Stability Agility
Release VelocityNew MarketsCompetitive Response
Customer experienceUptime and Performance
Security & Compliance
What Do We Do
ITSM DevOps
Stability Misalignment Agility
• Compliant• Plan Driven• Long Term Cycles• Conventional Process• IT Centric• Low Customer Touch
• Fluid• Agile• Continuous• Short Cycle• New Project• High Customer Touch
• Polar Opposite• Competing
Attitudes• Mismatch on
Technology• Lack of Mutual
Understanding• Too Much Change
at Once
So Lets Transform
ITSM DevOps
Stability Agility
Lets Buy ToolsITSM DevOps
ITSM DevOps
Tools Alone Are Not The Solution
47%Of teams use 6+ monitoring tools
27%Consolidate
alerts
IT organizations that have tried to custom adjust current tools to meet
DevOps practices have a failure rate of 80%….
Tools Still Need Help
What’s importantTeams struggle to
find the right signal in all the noise
85%Of teams miss alerts
79%Have availably
Problem - Monthly
Tools
Won’t fix the problem
Stability Agility
ITSM DevOps
PeopleProcessTools
Alignment
AutomationVisibility
Correct Path
StandardsShared Knowledge
Identification Process
Cultural of CollaborationShared ResponsibilityShared Accountability
Collaboration/Resolution
PagerDutyITSM and DevOps Alignment
MICROSERVICES
APPS & SERVICES
CONTAINERS
CLOUD
NETWORK
DATABASE
SERVERS
Developer
NOC
Helpdesk
IT OpsSystem and User
Efficiency
Incident Event Alert
People Tools Process
Deployment Tools
Monitoring Tools
Ticketing Tools
APP
SYSTEM
LOG
WEB
MOBILE APP
Automatic Escalations
On-CallScheduling
PagerDuty The Fastest Path to Incident Resolution
Bringing together tools, process, and people
PeopleOne platform for NOC, Helpdesk, & Responders that brings teams
together
ProcessTo consolidate and cluster alerts to surface the real problems and
notify the right people
ToolsLeverage existing tools to deliver
modern ops for a unified view across all apps and services