Practical DevOps and ITSM for CX Success

Transcription

1 July 2014 Practical DevOps and ITSM for CX Success Barclay Rae SDI Mexico 28 th September 2017

2 Agenda Background 1 Introduction to DevOps 2 DevOps and ITSM 3 DevOps, ITSM and Customer experience 4 Summary

3 Biography 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

4 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

5 Background The role of IT needs to evolve, from: Systems to Service provider Engineer to Retailer Geek to Broker

6 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

7 Agenda 1 Introduction to DevOps 2 DevOps and ITSM 3 DevOps, ITSM and Customer experience 4 Summary are we doing this already?

8 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

9 Practical DevOps Collaboration Sprints and agile development Continuous development Automation Minimum viable product Positive blame-free culture Open CSI approach Measurement, Measurement

10 Devops is a blend ITSM Lean/ TOC Agile

11 Lean

12 Theory of Constraints Respond to urgent biz needs Complete work/changes quickly IT supporting biz goals? Provide a stable / predictable Prod environment Complete work/changes carefully to ensure success

13 Theory of Constraints Respond to urgent biz needs Complete work/changes quickly IT supporting biz goals? Provide a stable / predictable Prod environment Complete work/changes carefully to ensure success

14 The Agile Manifesto The underlying concepts of agile software development were first laid out in the Agile Manifesto. Individuals and interactions Working software Processes and tools Comprehensive documentation Customer collaboration Responding to change OVER Contract negotiations Following a plan While there is value in the items on the right, we value the items on the left more.

15 3 Ways of DevOps Flow Feedback Experimentation and continuous learning

16 3 Ways - FLOW Make work visible!!! Limit work in progress Reduce batch sizes Continually monitor and elevate constraints Eliminate waste

17 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

18 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

19 Plus Respect, not blame culture Automation Dev direct support Value chain approach Preparing for failure Fast short development Continuous Development / Integration

20 DevOps values Illustration: blog.devopsguys.com

21 Agenda 1 Introduction to DevOps 2 DevOps and ITSM 3 DevOps, ITSM and Customer experience 4 Summary

22 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

23 ITSM and DevOps? ITSM DevOps

24 ITSM and DevOps? ITSM DevOps Customer Engagement - BRM Service Definition - Catalogue Metrics + Measurement - CSI

25 ITSM and DevOps? Process Culture Control ITSM DevOps Speed Customer Engagement - BRM Service Definition - Catalogue Metrics + Measurement - CSI

26 Service Management Process Culture Control ITSM DevOps Speed Customer Engagement - BRM Service Definition - Catalogue Metrics + Measurement - CSI

27 ITSM and DevOps? Areas of cross over Service Catalogue Customer experience Journey Mapping Measurement and metrics Collaboration and Communication Continual Imporvement

28 Agenda 1 Introduction to DevOps 2 DevOps and ITSM 3 DevOps, ITSM and Customer experience 4 Summary

29 Customer Experience..?

30 Is DevOps something new?

31 Is this something new? Automation and continuous development recent innovations DevOps Culture and practices You are probably doing a lot of these already..!

32 Shift Left The no brainer Faster Cheaper Easier $10 $10 0 $30 0 Just a better customer experience

33 DevOPS & ITSM leadership Yoshida, 1989

34 Mapping value streams Source: Jez Humble - Continuous Delivery: Delivery: Reliable Software Releases through Build, Test, and and Deployment Automation Source: Daniel Breston, Ranger4

35 Apply 3 ways to Mapping

36 Where should we begin to improve?

37 Agenda 1 Introduction to DevOps 2 DevOps and ITSM 3 DevOps, ITSM and Customer experience 4 Summary

38 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

39 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

40 Reading The Phoenix Project of course plus:

41 Thanks for Listening..! DevOps is a philosophy, a cultural shift that merges operations with development to facilitate collaborative change - Gartner bjr@barclayrae.com Barclay.Rae@itsmf.co.uk