Couples Therapy for DevOps and ITILDevOps should rely on ITIL for underpinning process but needs the...

Couples Therapy for DevOps and ITIL

Jayne Groll, CEO

DevOps Institute

About Me

CEO and co-founder of the DevOps Institute, co-founder of ITSM

Academy, active trainer, ScrumMaster, ITIL® Expert and former IT Director.

Author of the Agile Service Management Guide.

The DevOps Institute (DOI) is the continuous learning community

for emerging DevOps practices.

DevOps Institute’s vision is to facilitate a community where learning

is a lifestyle and members have access to the most innovative,

inspirational and transformational DevOps content, courses and

certifications. We strive to provide content that inspires discussion,

collaboration and transformation.

© DevOps Institute unless otherwise stated 3

So let’s work this out and create a new, unified approach to accelerating the value stream.

Dear ITIL:

Some think that since I’ve been flirting with this new thing called DevOps, I’m no longer invested in your best practices for IT Service Management.

Those same people think you have outlived your usefulness and that you are a throwback to another age. They tell me its time to move on and to commit myself to a younger, more modern approach.

Nothing could be further from the truth. I still value our relationship and the guidance you give me. But times change and we must change with them in order to stay relevant.

Love, IT

The Tech World Has Changed

Requirements

Design

Implementation

Verification

ITIL Updates

2007/2011 -

Agile

(2001 - )

Command and Control or

Speed and Agility?

DevOps (2012- )

© DevOps Institute unless otherwise stated 5

Test

Code and Commit

Continuous Integration

Change

Build and Configure

Release

Configuration

Capacity

Availability

Continuity

Security

Stage

Release

Change

Knowledge

Event

SLM

Incident

Problem

Knowledge

SLM

Event

Continuous Delivery/Deployment

Service

Operation

Service

Strategy

Service Design

Service Transition

Scrum

Site Reliability

Engineering

Agile

But Digital Services Still Need to Be Managed

IT is a System of Systems

Continual Improvement

So Where’s The Disconnect?

Different directives Different taxonomy

Different metricsDifferent tools

Different speed?

© DevOps Institute unless otherwise stated 7

We Can Work IT Out

DevOps ITIL

Topic DevOps/SRE ITIL

Build, Test, Deploy Continuous Delivery/Deployment Release Management

CI Continuous Integration Configuration Item

Configuration Management Puppet/Chef/Ansible CMDB/CMS

Service Level Management Service Level Objectives (SLO) Service Level Agreements (SLA)

Incidents Defects/Tickets Incident Records/

MTTR Mean Time to Repair Mean Time to Restore

Change Management (Groan….) RFC/CAB

Learn to Speak the Same Language

Institutionalize a common taxonomy.

Go On a Process Diet

Can you agree on how much is “just enough” for each ITIL process?

Define models for different types of

• Changes

• Releases

• Incidents

• Problems

• Requests

Stop Taking a One Size Fits All

ITIL Strategy

© DevOps Institute unless otherwise stated 11

• More standard changes

Instill Some Agility into

Change Management

• Alternative change records

• Broader decision authorities

The level of rigor should be based on the level of risk.

Share Your Toys

and many more…

Integrate ITSM tools into the Continuous Delivery pipeline.

Learn Something New Together

Could SRE be the bridge

between DevOps and ITIL?

We Are All Part of the Same Ecosystem

Culture

ITSM

Agile

People

Automation

Process

Value Stream

This is More Important Than Ever

DevOps should rely on ITIL for underpinning process but needs the processes to move faster

Relationship Goals

ITIL should rely on DevOps for speed and agility but needs more assimilation and automation.

LESSONS LEARNED

• Continual improvement is built into every set of practices or frameworks

• ITIL processes are more relevant than ever – but need to be adapted

• A one size fits all process doesn’t work

• Models are powerful tools

• The value stream is more important than the service lifecycle or continuous delivery pipeline

• DevOps and ITIL are co-dependant

• Create a common taxonomy

• Don’t overprocess!

• Build models

• Share, optimize and integrate tools

• Learn together

• Map your value stream

• Adopt and adapt!

KEY TAKEAWAYS

Thank You!

Jayne Groll@Jayne Groll

jayne@devopsinstitute.com

DevOpsInstitute.com