A leaders path to practical service management

A Leaders PathTo Practical Service Management

David Mainville – CEO & Cofounder

Welcome to the Presentation

A Leaders Path to Practical Service Management


What is the role of a leader?


To get results!


• Leading by example• Striving for excellence• Motivating & mentoring• Proper allocation of resources• People• Process • Tools

To get results!

Results!


Practical Service Management @Navvia


So what is Service Management anyway?

ITIL

Agile

DevOps

BRM

ITSM


So what is Service Management anyway?

The how doesn’t really matter -

“efficient allocation of our finite IT resources in the delivery of customer-focused service to our clients”

- Just pick an approach and work it!


DevOps – our framework driving results

Source: DevOps Reference Architecture, Source: IBM

Steer

Develop/Test

Deploy

OperateDevOps

Continuous Business Planning

Collaborative Development

ContinuousTesting

Continuous Release& Deployment

Continuous Monitoring

Continuous Customer Feedback &

Optimization

Continuous Feedback

• We grew into a software company organically

• Struggled with releases

• Product Management was immature

• There was a lot of waste

• We needed focus on the full product lifecycle

So why DevOps?

Self inspection made us aware of our gaps

DevOps – One Company’s Journey

• Better alignment across teams

• Enhanced agility / improved time-to-market

• Higher quality and customer satisfaction

• Improve renewal rates

• All predicated on adding value / removing waste

So why DevOps?

Our goal - A faster path to business value


Value Engagement

Requirements Sustainability


The leaders view


ValueEnsuring the processes and tools

are making things better


• Eliminate waste

• Enhance productivity

• Improve satisfaction

• Save time & money

Value

Success is dependent upon delivering value


EngagementGetting everyone on the same page and moving in the same direction


• Started with the why

• Can’t build in a vacuum

• Engagement leads to adoption

Engagement

Positive change requires engagement


Step 1 – Creating the climate for change


RequirementsImplementing processes and tools

based on actual business needs


• Focus on business outcomes

• Understand the current state

• Build a realistic plan

• Requirements drive tools

Requirements

If you don't know where you are going, any road will get you there." - Lewis Carroll


SustainabilityRetaining value and building the

foundation for improvement


• Solidifying positive change

• Process governance

• Holding folks accountable

• Continual Service Improvement

Sustainability

Don’t squander the gains you’ve made


So where are we today?


Driving results through DevOps

• We looked at how we were organized

• We looked at all our relevant processes

• We looked at how we communicate internally

• We evaluated our tools

• Customer Insight• Raygun• Pingdom

• Product Management / Roadmap• Customer Advisory• Hipchat

• Telerik Test Suite• Team Foundation Services• Agile Development

• TFS (Team Foundation Server)

Implemented programs across the DevOps cycle


Value Engagement

Requirements Sustainability


Summary

Practical Service Management starts with YOU!

Visit us at booth 318

Navvia Process Designer

NAVVIAWord of the day

A leaders path to practical service management

Technology

Transcript of A leaders path to practical service management