practical devops and itsm for cx success · practical devops and itsm for cx success barclay rae...

July 2014

Practical DevOps and ITSM

for CX Success

Barclay Rae

SDI Mexico28th September 2017

Agenda

• Background

• 1 Introduction to DevOps

• 2 DevOps and ITSM

• 3 DevOps, ITSM and Customer experience

• 4 Summary

Biography - @barclayrae

• CEO of ITSMF UK

• ITIL Practitioner co-architect

• SDI Standards co-author

• Creator of ‘ITSM Goodness’

• Voted in top 25 global (ITSM)

Thought Leaders survey, HDI

January 2017

• Management Consultant in

Service Management since

1994

• Worked in IT since 1986

• Background in Media support /

Music

• Worked with SDI, HDI, ITSMF,

Axelos, APMG, Axios, E2E

• Writer for industry vendors –

e.g. Axios, BMC, Cherwell,

Citrix, Sunrise, SysAid, Hornbill,

• Video and Podcast contributor –

ITSMTV, Service Desk

Inspector, ITSM Weekly podcast

Background

IT Service Management is at a critical crossroads.

The pre-eminence of ITIL® is being challenged

DevOps, Bi-modal IT, SIAM, BRM, IT4IT,

Digital Transformation

are gaining adoption, challenging

existing ways of working

The role of IT needs to evolve, from:

Systems to Service provider

Engineer to Retailer

Geek to Broker

Background

• We support people not just technology

• Success depends on our ability to interact productively,

positively and professionally with people

• This involves collaboration:

• Between people

• Across teams and IT departments

• Beyond IT departments

• With partners

Background

Agenda




• 4 Summary – are we doing this already?

DevOps

• A new context for many not interested in ITSM and BSM

• A new context that speaks to a new audience

• Not restricted to start-ups and tech companies

• Now used in part / adaption in many orgs and projects

• An approach that focusses on teamwork, collaboration

and principles - respect

The DevOps trend goes way beyond implementation and technology

management and instead necessitates a deeper focus on how to effect

positive organizational change. - Gartner

Practical DevOps

• Collaboration

• Sprints and agile development

• Continuous development

• Automation

• Minimum viable product

• Positive blame-free culture

• Open CSI approach

• Measurement, Measurement

ITSM

AgileLean/TOC

Devops is a blend

IT supporting biz

goals?

Provide a stable /

predictable Prod

environment

Complete

work/changes

quickly

Respond to urgent

biz needs

Complete

work/changes carefully

to ensure success

Theory of Constraints

The Agile Manifesto

Individuals

and interactionsProcesses and tools

Working

softwareComprehensive documentation

Customer

collaborationContract

negotiations

Responding

to changeFollowing a plan

While there is value in the items on the right, we value the items on the left more.

OVER

The underlying concepts of agile software development were first laid

out in the Agile Manifesto.

3 Ways of DevOps

• Flow

• Feedback

• Experimentation and continuous learning

3 Ways - FLOW

• Make work visible !!!

• Limit work in progress

• Reduce batch sizes

• Continually monitor and elevate constraints

• Eliminate waste

3 Ways - FEEDBACK

• Identify problems as they happen – fast

feedback

• Swarm problem resolution – build knowledge

• Quality and decision making – push to source

• Optimise downstream – non functional

requirements

• ‘Andon Cord’

3 Ways - EXPERIMENT

• Enable a learning culture

• Institutionalise daily improvement

• Transform improvements from local to global

• Build resilience activity into daily work – as the norm

• Leadership – support and coaching

Plus…

• Respect, not blame culture

• Automation

• Dev direct support

• ‘Value chain’ approach

• Preparing for failure

• Fast short development

• Continuous Development / Integration

DevOps values

Illustration: blog.devopsguys.com

Agenda




• 4 Summary

ITSM and DevOps?

• ITSM

• Frameworks for

operational processes

• Bodies of knowledge

• Training programmes

• Process and technology

models

• Associated with large

organisations

• DevOps

• Agile based collaboration

approach

• A way of working

• Fast development

approach

• Getting it right first time

• Blame free – new culture

ITSM and DevOps?

ITSM DevOps

ITSM and DevOps?

ITSM DevOps

Customer Engagement - BRMService Definition - CatalogueMetrics + Measurement - CSI

ITSM and DevOps?

ITSM DevOps


Process Culture

SpeedControl

Service Management

ITSM DevOps


Process Culture

SpeedControl

ITSM and DevOps?

• Areas of cross over

• Service Catalogue

• Customer experience

• Journey Mapping

• Measurement and metrics

• Collaboration and Communication

• Continual Imporvement

Agenda




• 4 Summary

Customer Experience..?

Is DevOps something new?

Is this something new?

Automation and continuous development – recent

innovations

DevOps Culture and practices –

You are probably doing a lot of these already..!

Shift Left

The ‘no brainer’

Faster

Cheaper

Easier

Just a better customer experience

1 2 3

$10 $100

$300

@Sidney Yoshida, 1989

DevOPS & ITSM leadership truth?

Mapping – value streams

Source: Jez Humble -Continuous Delivery: Delivery: Reliable Software Releases through Build, Test, and and Deployment Automation

Source: Daniel

Breston, Ranger4

Apply 3 ways to Mapping

Where should we begin to improve?

Agenda




• 4 Summary

Practical DevOps

• Collaboration – visualisation and the 3 ways

• Sprints and agile development

• Continuous development

• Automation

• Minimum viable product

• Positive blame-free culture

• Open CSI approach

• Principles over processes

Key points

• Focus on customer and business goal

• Visualisation – flow, Kanban visibility

• Automation – pre built prod environments, testing, continuous integration and

delivery

• Dev teams to include Ops – small teams

• Open and positive learning culture – safety, growth, get close to the source

• Value stream mapping – work on weak points

• Measurement and metrics

• Don’t be afraid to “Shift – left” in your thinking

Reading

• The Phoenix Project – of course… plus:

• Thanks for Listening..!

• [email protected]

• [email protected]

DevOps is a philosophy, a cultural shift that merges

operations with development … to facilitate

collaborative change - Gartner

practical devops and itsm for cx success · practical devops and itsm for cx success barclay rae...

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