DevOps, ITIL and the 3 ways - AXELOS · 2020-04-13 · KPI. Card recharge < 3 seconds + manual...
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DevOps, ITIL Practitioner and the 3 ways Stuart Rance Consultant, trainer, author Information security and IT service management @StuartRance
DevOps, ITIL and the 3 ways - AXELOS · 2020-04-13 · KPI. Card recharge < 3 seconds + manual time by user – KPI. There are always sufficient working terminals to process 20 card
The 3 ways of DevOps• Flow• Feedback• Experiment and learn
ITIL Practitioner• Metrics and measurement• CSI approach
@StuartRance
The First Way - FLOW
• Look at the end to end flow of your work• Pull not push• Global optimization, not local
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Lower speed on a motorway can result in faster flow Story about laptops that need Procurement, Software build and dispatch. Optimizing procurement can make things worse if software build is the bottleneck Image credit: https://www.flickr.com/photos/fischerfotos/7419253200
• Need local AND global feedback• Toyota Production System stop button• Test often, not just at the end• Understand flow (1st way) to encourage feedback
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You need to build feedback into all your processes to help you detect potential issues as early as possible. One way to do this is to start testing your new releases very early, even if they are not yet completely ready. Another helpful action you can take is to ask for feedback from internal customers, as well as external ones. Think about where you fit in an end-to-end value chain (see the first way) and identify who might be able to give you the earliest and most helpful feedback. Image credit: https://www.flickr.com/photos/arnehendriks/5222896825/
@StuartRance
The Second Way - FEEDBACK
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Story about team that installed monitoring software but never spoke to operations staff to discover that the alerts were ignored. Image: https://stock.adobe.com/uk/stock-photo/noc-soc-close-up/86559702
@StuartRance
The Second Way - FEEDBACK
• Observe directly• Be transparent• Collaborate
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@StuartRance
The Third Way – EXPERIMENT AND LEARN
• With perfect understanding comes perfect solutions• Most of us are NOT perfect• Form hypothesis, make prediction, experiment, test• Fail early fail often
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Experimentation doesn’t mean trying things at random to see if they work. The important thing to understand about experimentation is that you need to think carefully about your problems first, so you can create a good hypothesis about the actions you can take to resolve them; and then you need to make specific predictions about the outputs and outcomes you expect to see when you actually test your hypothesis by trying out the actions you proposed. You still won’t actually learn what you need to know unless you have excellent feedback loops (see second way). What data do you need to help you compare the actual outputs and outcomes of your trial with those that you predicted? And how will you collect that data? (See metrics and measurement) Image credit: https://www.flickr.com/photos/bob406/3426468042/
@StuartRance
The Third Way – EXPERIMENT AND LEARN
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Story about flow of people through Holborn tube station Image credit: https://www.flickr.com/photos/lumen850/16469164811/
@StuartRance
The Third Way – EXPERIMENT AND LEARN
• Start where you are• Progress iteratively• Keep it simple• Design for experience
How do we get there? Service and process improvement
Did we get there? Measurement and metrics
How do we keep the momentum going?
Where do we want to be?
Measureable targets
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Can be used at many different levels Supports Progress Iteratively Needs good OCM, Metrics & Measurement, Communication
@StuartRance
CSI register
What does it look like?• A simple Excel spreadsheet• Sticky notes on a Kanban board• What else?
How does it support the three ways?• Flow• Feedback• Experiment and learn
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Verschlimmbesserung
@StuartRance
Metrics and Measurement
Essential for the three ways, especially• Feedback• Experiment and learning
Required by the guiding principles, especially• Focus on value• Be transparent
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Metrics and measurement are absolutely vital for the three ways. Feedback is ALL about metrics. What can you collect? How can you collect it? What does it mean? How will you use it? Experiment and learning is TOTALLY dependent on metrics. What outputs and outcomes do you predict will happen. How can you check?
@StuartRance
Don’t confuse CSFs and KPIs
Self-service terminal used to recharge cafeteria cards• CSF The terminal responds fast enough that it does
not create a bottleneck at the canteen entrance– KPI Card recharge < 3 seconds + manual time by user– KPI There are always sufficient working terminals to
process 20 card recharge events per minute at peak times
Manufacturing support application• CSF Service downtime does not have a significant
impact on the customer’s business process– KPI Maximum of 4 service outages in a year– KPI Maximum downtime duration 30 minutes
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@StuartRance
Targets drive behaviour
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Story about the hospital receptionist with the box of letters that haven’t arrived yet. Image credit: Stuart Rance
