[webinar] 5 ways itsm can support devops
TRANSCRIPT
+ 5 Ways ITSM Can Support DevOps
Hosted By:
Adam OBrien Product Marketing Manager
SunView Software
Presented By:
Jayne Groll Co-Founder and President
ITSM Academy
Housekeeping
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• This webinar will be available shortly after its conclusion • Share this webinar and check out the supplemental infographic
‘Change Management for DevOps’ • Have a question regarding anything that is covered during this
webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!
Today’s Presenters
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Adam OBrien • Product Marketing Manager
• SunView Software
@TheAdamOBrien
Jayne Groll • President, ITSM Academy; Board Member, DevOps Institute
• ITIL expert, Certified Process Design Engineer, Certified Scrum Master, DevOps Foundation
@ITSM_Jayne
• Instructor for: DevOps Foundation, Certified Agile Service Manager, All levels of ITIL & ITSM
Agenda
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• What Is DevOps?
• DevOps + ITSM
• 5 Ways ITSM can Support DevOps
• First Steps
• Change Automation
Poll Question
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Is your organization currently utilizing or investigating DevOps strategies?
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What Is DevOps?
DevOps is a cultural and professional movement that stresses
communication, collaboration and integration between software
developers and IT operations professionals.
• Responds to accelerated demand for quality software products and services
• Acknowledges the interdependence of IT functions
• Recognizes the need for cultural improvements
• Supports and leverages agile, lean and ITSM practices
• Leverages the power of automation
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DevOps’ Goals
• Better IT alignment and business responsiveness
• Faster, smaller, more frequent releases • Improved
– Flow of work across the IT value stream – Time to market – Quality of code, products and services – Productivity – Communication and collaboration
• Lower long-term costs DevOps does not have a single body of knowledge but is built upon best
practices in Agile, Lean, ITSM and Automation.
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DevOps Increases Agility & Stability
• Organizations are more agile
– Code is shipped 30 times faster
– Deployments are completed 8000 times faster
Source: 2013 State of DevOps Report – Puppet Labs and IT Revolution Press
• Services are more reliable
– There are 50% fewer failures
– Service is restored 12 times faster
Organizations that implemented DevOps practices were up to five times more likely to be high performing.
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DevOps Cannot Stand Alone
DevOps builds relevant
value streams by
leveraging and cross-
pollinating practices from
multiple frameworks.
DevOps
Agile
Auto- mation
Lean
ITSM
People
Collaboration
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Development Testing Production Staging
Continuous integration
Continuous testing
Continuous delivery
DevOps
Continuous monitoring
Service Transition Service Transition Service Operation
Continual service improvement/Lean IT
Agile Service Management
ITIL/ITSM
Agile development
Service Design
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DevOps & ITIL/ITSM
• DevOps does not define or (re)define ITSM processes
• DevOps creates a value stream of people, process and technology (sound familiar?)
• DevOps relies on processes and practices that underpin the entire service lifecycle (sound familiar?)
• DevOps takes ITIL/ITSM to the next level by instilling Agile and Lean thinking into the strategy, design/development, transition, operation and improvement of IT services
DevOps does not negate ITIL, it validates its necessity!
Agile + Lean + ITIL/ITSM + Culture + Automation = DevOps
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The Agile Manifesto
Individuals
and interactions
Processes and tools
Working
software
Comprehensive documentation
Customer collaboration
Contract negotiations
Responding to change
Following a plan
While there is value in the items on the right,
we value the items on the left more.
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5 Ways Agile ITSM Can Support DevOps
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1. Change Management
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2. Release Management
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3. Configuration Management
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4. Event Management
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5. Incident & Problem Management
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First Steps
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Increase ITSM Agility • Assess current agility (where is “just enough”?)
• Reduce handoffs and eliminate bottlenecks
• Simplify documentation
• Leverage new technologies and automation
• Eliminate rework and duplicate activities
• Capture information at the source
• Put an Ops person on a Scrum team
• Enable fast and frequent deployments
Avoid a one-size-fits-all approach to ITSM.
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Maximize The Use of Models • Predefined procedures
– Steps to be taken
– Chronological order and dependencies
– Responsibilities
– Timescales and thresholds
– Escalation procedures
• Can be automated
Based on ITIL Text - ST 4.2.4.5
Examples
Change models
Release models
Test models
Incident models
Problem models
Request models
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Start Where You Are
• Get clear on the business opportunity – the ‘Why?’
• Get the right people together
• Get everyone on the same page
• Build capabilities that lead to lasting change
• Focus on critical behaviors
• Experiment and learn
• Consolidate gains and produce more change
• Avoid inertia
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Adam OBrien • Product Marketing Manager
• SunView Software
@TheAdamOBrien
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Opportunity
Automation critical for achieving efficiencies in all modes of IT delivery…..ITIL or DevOps
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Recommendation
Make Change
Management a Priority
Single Source of Truth for
ALL Changes
Increase visibility for risk and compliance
management
Establish Different Modes of Change to Balance Speed, Quality and Risk
Streamline Processes; ITIL , DevOps, Business,…
Speed change processing and increase adoption
Integrate Change into DevOps
Toolchain
Automate Capture of Change Records
with Artifacts
Improve collaboration and build auditable
history
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We’ve Listened…
Engineered to Support Agile IT
Multi-Modal Change Workflows
DevOps Toolchain Integration
CAB/Peer Review Processing
Change Manager Dashboard
Service Management Integration
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Get Connected
Do you have any personal experience or additional questions regarding the topics we covered today? Get into the discussion:
• LinkedIn Group: Change Management for ITSM (Agile IT, DevOps, ITIL) • Tweet to: @ITIL_Jayne, @TheAdamOBrien, or @SunViewSoftware • Email: [email protected] or [email protected]
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Q&A
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About ITSM Academy
NextGen ITSM Education:
Certified Process Design Engineer (CPDE)
ITIL® Foundation
ITIL Capability (OSA|PPO|RCV|SOA)
ITIL Lifecycle (SS|SD|ST|SO|CSI)
ITIL Managing Across the Lifecycle (MALC)
DevOps Foundation
Certified Agile Service Manager (CASM)
Practical, Value-Add Workshops
Learner Portal – my.itsmacademy.com
GAME ON! An Interactive Learning Experience
Since 2003 Tens-of-Thousands Trained
and Certified
Public Classes throughout U.S.
Corporate On-Site Classes
Virtual Classes
Courseware Licensing
Corporate & Partner (GEM)
Alumni Program
PMI Global Education Provider
Certified Woman-Owned
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About DevOps Institute
The DevOps Institute is bringing enterprise level DevOps
training and certification to the IT market. Working with
thought leaders from the DevOps community, the IT Service
Management field and the IT training market, the DevOps
Institute is setting the standard in quality for enterprise grade DevOps education and training.
Thank You! If you would like to find out more visit www.SunViewSoftware.com
LinkedIn.com/companies/sunview-software-inc-
Twitter.com/SunViewSoftware
Facebook.com/SunViewSoftware