From IT Service Management to DevOps. Speaker: JP Morgenthal

Transcription

1 From IT Service Management to DevOps Speaker: JP Morgenthal

2 About the Speaker CSC - Distinguished Engineer Specializations in Digital Transformation, Cloud Computing, DevOps and Modernization Blogger: The Tech Evangelist ( Board of Regents DevOps Institute ( 2

3 We re Living In A Software-Defined Universe By MARC ANDREESSEN August 20,

4 IT Needs To Start Operating Outside-In 4

5 Current IT Service Management Landscape Focused on cost of delivery instead of user experience Rooted in failure avoidance instead of speed of restoration Governed through exception instead of alignment with business operations goals Managed inside-out instead of outside-in Reliant upon swivel-chair operations instead of automation and consistent tooling Highly bureaucratic instead of streamlined High latency instead of high velocity Traditional IT Service Management has a number of shortcomings 5

6 What needs to change? 6

7 The towers need to fall 7

8 Increases in cross-functional capabilities and governance tandem with greater levels of automation will be required 8

9 ITSM data can no longer live independent of other operational data 9

10 There needs to be a shared accountability to get problems resolved 10

11 We need to see an increased focus on resiliency and repair over failure avoidance 11

12 Service? We don t manage services We manage applications and infrastructure 12

13 Service? We don t manage services We manage applications and infrastructure Accurate statement because the service is a much larger entity that is controlled by multiple stakeholders Business owner IT Infrastructure owner Application owner Procurement owner SIAM owner 13

14 What Do We Mean By Service? Metered Valued (priced) Advertised / Catalogued Governed Monitored Supported Documented Quality Available Intuitive 14

15 Retail Customer Purchasing Service Area of Responsibility Middleware Database ecommerce Order Management Supply Chain IIB WCS SAP OMS DB2 Has Dependency On 15

16 Retail Customer Purchasing Service Area of Responsibility Middleware Database ecommerce Order Management Supply Chain IIB WCS SAP Release X.0 OM S DB2 Has Dependency On 16

17 Wait So You Want What? A single organization to manage the delivery and operations of this service across multiple vendors? That will never work because: Each vendor has their own tower they are contracted to support with SLAs that they need to meet Vendors are not incented to work toward the holistic needs of the business SIAM vendors are not contracted for this type of orchestration today 17

18 Is The Next Generation of ESM/SIAM DevOps? If we address the necessary issues to make this work, these are the characteristics we would express: Decrease Mean-Time-To-Repair (MTTR) Streamline communications and collaboration among teams Simplify operations through automation Increase quality and reliability of release and deploy Facilitate Continuous Improvement of the service DevOps 18

19 Service Management 19

20 Specific Support for SIAM IT Cost Vendor Performance Management Incident Catalog Problem Asset Platform Survey Management & Custom Apps Orchestration and Automation Single data model provides the first truly integrated vendor performance management 20

21 Next Generation Integrated Digital Services Management DevOps Culture Continuous improvement Automation Remove bottlenecks Agile Appropriate incentives Self-Service Portals and dashboards Knowledge management and search Tech stop Mobile applications Operational Delivery Increased automation Integrated lifecycle management Focus on restoration over avoidance Streamlined delivery of business capabilities Appropriate controls around artifacts Open Architecture API-Driven Published interfaces allow partners and vendors to plug into services Microservices-based Extensible architecture Data availability Collaboration Centers of Excellence Architecture Review Board Standardization Blueprints Common repository Leverage best platform for economics and risk profiles Generalization over specialization Operational Reporting Increased self-service Enhanced reporting and analysis Common repository Transparency of operational metrics Operational Monitoring Proactive Governance- & SLA-driven Business-aligned incentives 21

22 Q&A 22