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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
DevOpsInstitute.com
