integrating devops and itsm for agility in action_v1

Integrating DevOps and

ITSM for agility in action

Aswin KumarHead of Automation, Reliance Jio Infocomm Limited

#ITSMFIND15www.itsmfindia.in

Agenda

DevOps adoption

DevOps & ITSM – Process & Technology touch points

Key initiatives to integrate DevOps & ITSM

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DevOps – What & Why ?


Operations

Different groups have different objectives across IT lifecycle

InfrastructureTestingIT DevelopmentBusiness

IT solutions for End

User Satisfaction

Capture market share & showcase

innovation

Right toolsets & development environment

Smoothly produce defect-free

software

Availability of tools & production like

environment

Test early with automation

Realize Infrastructure As code over

heterogeneous environments

Provide DynamicInfrastructure

Feedback for improvements from live environments

Maintain & Recover live systems without

business impact

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“Is DevOps part of our culture?

Well, we use Jenkins.”

It takes more than TWO to DevOps!!


DevOps is a MINDSET (& not a mere jargon!)

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“DevOps is an aggregation of a collaborative set of practices that “influences” IT Development, Testing &

Operations/Service Management teams to collaborate “more frequently & consistently” to deliver high quality IT

Services/applications”


What can be improved using DevOps approach?

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Development Efficiency: 30 times more frequent code deployments

IT Reliability: Double the change success rate and 12 times faster Mean Time to Repair

Business performance: 2 times more likely to exceed productivity / market share & profitability

“DevOps encourages consistent practices operating under a high trust & blameless culture”


Some of the DevOps adoption paths..

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• Continuous integration (CI) & Continuous Deployment (CD)

• On-demand Environments provisioning Automation

• Release & Deployment Process Automation

• Operations Automation & Self-healing

• Service Virtualization & Test/QA Automation

• End-user analytics

• Project management integration across development & operations


What are ITSM leaders thinking about ‘DevOps’?

Use of selected ITSM processes can play a crucial role in success of DevOps implementation !!

• How do I innovate to adopt DevOps approach?

• Will my past/current investment on developing & maintaining ITSM processes & tools be still valid ?

• Which are the right functions & processes that fit DevOps implementation?

• How do I integrate DevOps & ITSM processes / tools with minimal disruption?

• How do I bring in the shift in the culture and mindset needed for DevOps?


ChangeManageme

nt

Design Develop Deploy Operate

DevOps Engineering Lifecycle

Availability Management

Capacity Management

Supplier Management

Service Continuity

Knowledge Management

Change & Release

Management

Incident & Problem

Management

IT Service Management Process interactions

Test

Service Asset & Configuration Management

Plan

Service Portfolio Management

DemandManagement

Service Level Management

Information Security Management

Service Validation &

Testing

Continual Service Improvement & Reporting

Where does DevOps & ITSM processes play together?

#ITSMFIND15www.itsmfindia.in 9

Service Catalog & Request Management

Technology capabilities for integrated DevOps & ITSM tooling

Configuration & ReleaseDemand and Capacity

Demand Management

Discovery & Provisioning

Discovery

Client Automation

Infrastructure Configuration

Patch ManagementRequirements Management

Infrastructure Provisioning

Capacity Management Release/Deployment

Correct and Report

Task / Run-book Automation Service Health Reporting Executive Dashboard

Monitoring and Fault Detection

Continuous Monitoring Fault Detection Service Impact Management

Quality & Performance Analytics

Infra Test AutomationApplication Quality

ManagementPerformance Testing

Back-up / Archival & Risk Management

Data protection/archivalIdentity & Access

ManagementSecurity & Compliance

Plan & Analyze

Program Management Financial Management Continuous improvement


Continuous value chain integrating technology capabilities..


Key initiatives to integrate DevOps & ITSM practices

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• Transform from siloed process ownership to continuous value stream model (e.g. – From

Incident / Problem / Event management to ‘Detect to correct’)

• Re-think on the number, size of processes & critical KPIs (need 25+ processes?)

• Re-align on the key responsibilities (e.g. production availability is not only Ops resp.)

• Establish agile practices across Dev, Test & Operations organizations

• Create lightweight cross-functional teams to own smaller portions of service/tasks

• Establish feedback at every software delivery step & reduce hand-offs

• Automate as much possible with APIs to all service components

• Re-skill on the newer technologies & agile/lean principles

• Integrate ticketing / management systems across dev/test/ops/project management teams


We are going to see much more speed & complexity across the ecosystem, there is an immediate need to innovate !

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EcosystemProvider

IoT

XaaS

SocialEnter

prise

devicesPhone

Tablet

Watch

PCCard

dataSocial

M2M

Appliance

AppsUser

ConvergenceInfra

Telecom

Platform

CloudComputing

Automation AI

Human Collaboration

Big Data

AnalyticsSocial

Buyer

Systems

Transac

tionsCloud

Can DevOps & ITSM together deliver ?


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APPENDIX


Key challenges in DevOps adoption

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Business/IT alignment on use of DevOps

Lack of focus on Organizational

change/transition

Executive ownership(Who / How?)

Managing co-existence of

traditional/NEW Tools & Infra

Data & Processcontrol

People/Technology skills


Key foundation levers to implement DevOps

DevOps Operating Model

Technology CapabilityReference

Architecture

Automation Plan

Agile & Lean-baseddelivery model

Service Modelling /Blueprints

High Availability & Secure Infrastructure

Continuous ‘Everything’

Governance & Reporting

Training & Re-skilling plan


DevOps implementation metrics to look for..

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DevOps Metrics Desired KPI Trend

No. of defects reported per reporting period UP

No. of new features rolled out in a reporting period

UP

% Test Automation coverage UP

No. of IT Services / products under Continuous integration & deployment model

UP

Time take to deploy production ready code DOWN

No. of defects found post-deployment per release

DOWN

No. of hours to develop new features DOWN

No. of improvements suggested by Operations to the development organization

UP

No. of issues reported by End-users DOWN


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