How to achieve excellence in DevOps and ITSM
Transcript of How to achieve excellence in DevOps and ITSM
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How to achieve excellence in DevOps and ITSM
W. Eric Ledyard
December 2017
Principal Executive Architect, Inspire
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The line between Dev and Ops is getting blurrier by the minute.
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A Service Delivery Framework Using DevOps
“The term ‘DevOps’ typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability, resilience and security of the production environment.” – Gene Kim
Wall of Confusion
Wanting Change
Development
• Create effective change
• Add/Modify features
Wanting Stability
Operations
• Create stability
• Enhance services
Wall of Confusion
Wanting Flexibility
Line of Business
• Create flexibility
• Improve time to market
Agile DevelopmentFixes this
DevOpsFixes this
Enterprise Service ManagementEnables this
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Work
Incidents
Requests
Cases
Tasks
Departments
IT
HR
Services
Security
Emai l , Spreadsheets , Forms, Messenger, Ca l ls
Most Companies Stuck In An Old Work Model
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A New System Of Action Is Needed
“DevOps practices can be made compatible with ITIL processes. However, to support the shorter lead times and higher deployment frequencies
associated with DevOps, many areas of the ITIL processes become fully automated, solving many problems associated with the configuration
and release management processes. And because DevOps requires fast detection and recovery when service incidents occur, the ITIL disciplines
of service design, incident, and problem management remain as relevant as ever.” ~The DevOps Handbook
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