utility of itil processes in devops - a point of view

UTILITY OF ITIL PROCESSES IN DEVOPSAuthor - Aditya Dashora

ABOUT THE AUTHOR

- Been working in IT Industry for 9 years

- Have been involved in multiple ITSM Implementation, Service Improvement Initiatives and Pre-sales

- Have worked with customers from all verticals and geographies

- Have been recognized by the customers in ITSM Auditing Skills

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WHAT IS DEVOPS?• DevOps (a portmanteau of development and operations) is a

software development method that stresses communication,

collaboration and integration between software developers

and information technology (IT) professionals. DevOps is a

response to the interdependence of software development and

IT operations. It aims to help an organization rapidly produce

software products and services

© Conceptualized and Published by Aditya Dashora

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“ D e v e l o p e r s l o v e C h a n g e s ; O p e r a t i o n s l o v e S t a b i l i t y ”

DEVOPS AS A PRACTICE?

• DevOps can be considered as a practice followed by IT Organization. It will

then offer multiple services to the business like:

• Faster Deployment: Reduction in cycle time of deploying a feature or

enhancement by establishing deeper collaboration between Development

teams and Operations Teams

• Faster Resolution: Faster resolution of issues and elimination of underlying root

cause by using expertise of Development and Operations teams

• Proactive Detection: Ongoing monitoring and proactive detection of

potential issues and timely elimination

• Availability and sufficient Capacity for handling rapid releases (daily/weekly)


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DEVOPS AS AN IT SERVICE? – USING ITIL DEFINITION OF IT SERVICES

• DevOps can be considered as IT Service by itself and it can be

defined as:

• DevOps is an IT Service provided by IT organization to deliver value to

the business when business wants to synchronize pace of changes in

the business process with changes in the IT System. The value is created

when the IT Organization ensures:

• Reduction in cycle time of deploying a feature or enhancement by establishing deeper

collaboration between Development teams and Operations Teams

• Faster resolution of issues and elimination of underlying root cause by using expertise of

Development and Operations teams

• Ongoing monitoring and proactive detection of potential issues and timely elimination

• Availability and sufficient Capacity for handling rapid releases (daily/weekly)


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CHALLENGES IN DEVOPS ADOPTION

• Disciplined Agile Delivery Model – processes? Frameworks? Responsibilities? Accountabilities? Metrics?

• Control and management of Dynamic Infrastructure (Infrastructure as a Code) – Rapid Capacity Provisioning? High Availability? Scalability?

• Breaking down the silos– processes? automation?

• Innovation in-alignment with business – Value Realization?

• Security and compliance – Information Security? Access Management?


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SummaryAs a concept, DevOps has great potential to bring IT at the speed of business but DevOps needs

a framework to sustain and control its high velocity

“Fastest cars have best breaks”

DEVOPS ADOPTION REALITY – PRODUCT COMPANIES VS.

ENTERPRISE IT• 21% companies have implemented DevOps and

another 21% have plan to do that this year• Majority of the early adopters are Web Companies or Product Companies

• Enterprise IT is still skeptical about DevOps benefits and therefor its not a top priority for them


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WHAT IS MISSING IN CURRENT DEVOPS

FRAMEWORK?

People

Tools

?Service

Providers


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Processes

- What kind of processes we need here?

- Agile is in the heart of DevOps but it has posed

challenges on IT Ops by increasing the rate of

builds

- We researched in the market and did not find

any standard framework or approach to

implement and run DevOps

- We realized that ITIL 2011 can play a critical role

here to fulfill the need of processes

WHY ARE ENTERPRISES CAUTIOUS ABOUT DEVOPS?

• Majority of the enterprise IT organizations are heavily relying on ITIL Best Practices

• Processes, roles, tools and other practices do exist in the enterprise IT organizations

• Organizational silos are created to ensure that responsibilities are well understood across the organization

• Organizational hierarchy is used to determine accountabilities

• A concept like “DevOps” is revolutionary for enterprise IT because it changes the entire organizational structure by

• Eliminating the silos in the organization

• Redefining the roles and responsibilities

• Shifting accountabilities and responsibilities to same individuals ( removing hierarchy)


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Enterprise IT organizations are cautious about DevOps but are also interested to explore

the possibility of implementing DevOps in alignment with their current way of working. In

order to do that, it is important to explore the applicability the ITIL Processes in “DevOps”

scenario

WHAT DOES DEVOPS LOOK LIKE?


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DEVOPS MOVEMENT IN ENTERPRISE IT


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DEV

SDLC/ ITIL SDTest

SDLC/ITIL ST

Production

ITIL ST/SO

IT Infra

Entire ITIL Lifecycle

BA/BOO

SDLC/ITIL SSOPS

Business/

Customers

Birds eye view of Enterprise IT

DEVOPS MOVEMENT IN ENTERPRISE IT


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DEV

SDLCTest

SDLC/ITIL ST

Production

ITIL ST/SO

IT Infra

Entire ITIL Lifecycle

BA/BOO

SDLC/ITIL SSOPS

Business/

Customers

Enterprise IT after DevOps movement

Key questions to answer:

- What is going to happen to my

existing ITIL Processes?

- How can I use my existing

processes in DevOps adoption?

ITIL 2011 PROCESSES AND THEIR APPLICABILITY IN

DEVOPS

Service Strategy Service Design Service Transition Service OperationContinual Service

Improvement

1. Strategy

Management

2. Service Portfolio

Mgt.

3. Financial Mgt.

4. Demand Mgt.

5. Business

Relationship Mgt.

1. Design

Coordination

2. Service Catalog

Mgt.

3. Service Level

Mgt.

4. Availability Mgt.

5. Capacity Mgt.

6. IT Service

Continuity Mgt.

7. Info-Sec Mgt.

8. Supplier Mgt.

1. Project

Management

2. Change Mgt.

3. Change

Evaluation

4. Service Asset

and

Configuration

Mgt.

5. Release Mgt.

6. Testing

7. Knowledge Mgt.

1. Event Mgt.

2. Incident Mgt.

3. Request

Fulfillment

4. Problem Mgt.

5. Access Mgt.

1. 7-step

Improvement

Process


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• Fully Applicable in DevOps

• Partly Applicable in DevOps

• Non-Applicable in DevOps

IT IL 2011 L i fecyc le Stages and Processes

SYNERGY BETWEEN DEVOPS AND ITIL THE COMMON-

GROUND

• An adaptable best practice framework for IT Service Management

• Covers IT Service Lifecycle : Service Strategy, Design, Transition, Operation and Improvement

• Provides Processes, Procedures, Roles and Technology Considerations for delivering IT Services

• A collaboration approach between Development

and IT Operations

• A blend of automation, agility and cross skilled

teams

• Focus on rapid development,

deployment and faster turn around


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• ITIL • DevOps

Processes

Practices

R&R

Functions

Metrics

Automation

Skillset

Speed

Innovation

Collaboration

Controls

Compliance

Measurement

HOW WOULD ITIL BEHAVE IN DEVOPS ENVIRONMENT?

• The processes must be “Lean” – no waiting time for approvals, feedbacks, inputs

etc.

• A good balance between data integrity and automation – accurate data is the

backbone of measurement framework in highly automated environment

• New integrations will be developed –

• Interface between Incident Management and Release Management

• Service Request integrated with Capacity Management

• Availability Management integrated with Change Management

• Measurement and adjustment/improvement would become part of day to day

activities of every process – instead of having a separate project for

improvement


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ENGAGEMENT MODEL IN A ITIL-DEVOPS

IMPLEMENTATION PROJECT

Strategy for DevOpsDevOps Design

Establish DevOps

Ongoing Services

Continual Improvement


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Typical DevOps Implementation Roadmap

Phase 1

•Implementing Demand Management & Financial Management processes

•Business Value Articulation for DevOps

Phase 2

•Designing Capacity, Availability and Info-Sec Management Processes

•Defining Organizational Structure for DevOps

•Establishing SLAs &OLAs

•DevOps Implementation Project Plan

Phase 3

•Training and Onboarding DevOps teams

•Implementing Agile Methodology

•Implementing Tools required for DevOps (Service Management tools)

•Creating DevOps related CIs into CMDB

•Designing Change, Release and Testing Processes

Phase 4

•Implementing Incident, Problem, Knowledge and Event Management processes

•Establishing a continual improvement framework

Engagement Model in a DevOps Project

THANK YOUAuthor – Aditya Dashora

Email: [email protected]

Linkedin: https://www.linkedin.com/in/adityadashora

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mailto:[email protected]

https://www.linkedin.com/in/adityadashora