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Service Management 2017 #SMConfAU
DevOps, Agile and ITIL just don’t work
together – Or do they?
Harold PetersenGirish Ramkrishnani
THURSDAY 24 AUGUST 2017| SOFITEL MELBOURNE ON COLLINS
Service Management 2017 #SMConfAU
Business perceptions of IT groups
• CIO Magazine's 2015 State of the CIO research revealed that 54% of business executives viewed the IT group as an obstacle to their mission. Four primary impediments to collaboration and trust:
– unclear value,
– uncontrolled cost,
– disconnected planning and
– lack of agility.
Service Management 2017 #SMConfAU
ITSM processes are meant to bridge Strategy, Design, ‘Dev’ and ‘Ops’
Business & ITStrategy
ArchitectureProduct BL
Dev(Build)
Ops(Run)
• Project Mgt• Functional specs• Develop• etc
• Operations• Support• Service Levels• etc
• BRM• SPM• FM• etc
• Design Coordination• EA & SA• ISM• etc
Service Management 2017 #SMConfAU
Excerpt of a Change Management workflow (for non-standard, non-emergency changes)
Change Owner
Reviewers (Tech, Ops, QA,
PO)
CAB
Builders & Implementers
Reviewers (Tech, Ops, QA,
PO)
Submit RFC
Approve (Build & Schedule)
Review & Sign Off
Build & Test
Review & Sign Off
Authorise(Deploy)
Deploy
Request Close
Review & Accept Close
RFCRFCRFCRFCRFCRFCRFCRFC
Service Management 2017 #SMConfAU
Bridging Strategy, Design, ‘Dev’ and ‘Ops’ …..
Service Management 2017 #SMConfAU
But …
• Does that mean we need to write off all of our investments in ITSM and ITIL?
• Are what we called ITSM ‘best practices’ just a few years ago now suddenly ‘bad practices’?
• Should we replace our existing tools and tool configurations?
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
DevOps overview : Definition (Wikipedia )
A cultural and professional movement that stresses communication, collaboration and integration between software developers and IT operations professionals while automating the process of software delivery and infrastructure changes.
It aims at establishing a culture and environment where building, testing, and releasing software, can happen rapidly, frequently, and more reliably.
Improving the ability of IT to produce software faster improves the ability of the business to deliver value to customers faster.
Service Management 2017 #SMConfAU
Recommended DevOps reading
The Phoenix Project
• Quasi DevOps bible
The DevOps Handbook
• how to integrate Product Management, Development, QA, IT Operations, and Information Security to elevate your company and win in the marketplace
Continuous Delivery
• Principles, automation and technical practices that enable rapid, incremental delivery of high quality, valuable new functionality to users
Service Management 2017 #SMConfAU
The three ways
The first way – Flow
• Understand and increase the flow of work (left to right)
The second way – Feedback
• Create short feedback loops that enable continuous improvement (right to left)
The third way – Continuous experimentation and learning
• Create a culture that fosters
– Experimentation (taking risks) and learning from failure
– Understanding that repetition and practice is the key to mastery
Service Management 2017 #SMConfAU
The first way: Flow
Plan & DesignCode & Commit
Integrate & Build
TestStage &
Deploy
Agile Development
Continuous Integration
Continuous Delivery and/or Deployment
Service Management 2017 #SMConfAU
The first way : reduce batch size
Application 1 Aug 15 Aug 29 Aug 5 Sep 19 Sep 3 Oct Etc
BU App 1
BU App 2
BU App
Rel 1.X Rel 1.Y
Rel 2.A
Rel X.Z
Rel 2.B
Application 1 Aug 15 Aug 29 Aug 5 Sep 19 Sep 3 Oct Etc
BU App 1
BU App 2
BU App
Traditional
New
Service Management 2017 #SMConfAU
The second way: Continuous Feedback
Plan & DesignCode & Commit
Integrate & Build
TestStage &
Deploy
Agile Development
Continuous Integration
Continuous Delivery and/or Deployment Automatic Provisioning
Continuous Testing
Service Management 2017 #SMConfAU
The third way : Continuous experimentation and learning
• CSI time allocation
• Reward risk taking
• Deliberately introduce faults into the systems
• Specifically organise safe experimentation and innovation events (eg hackathons)
• etc
Service Management 2017 #SMConfAU
DevOps benefits
• > 27,000 survey responses over 6 years,
• 3,200 participants in 2017,
Demonstrates that DevOps enables:
• higher IT performance
• improved business outcomes, as measured by productivity, profitability, market share and achievement of broader organisational goals.
High Performer Metrics (vs Low)
• Deployment frequency: On demand (46x more frequent)
• Deployment lead time: < 1 hr (440x faster)
• Mean Time to Recover (MTTR): < 1hr (96x faster)
• Change Failure Rate: 0-15% (5x lower, ie 1/5 as likely)
https://puppet.com/resources/whitepaper/state-of-devops-report
https://puppet.com/resources/whitepaper/state-of-devops-report
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
Key enablers for high DevOps performers (Source: 2017 State of DevOps Report)
• Transformational Leadership
– Vision
– Intellectual stimulation and personal recognition
– Inspirational communication and supportive leadership
• Loosely coupled architectures and teams are the strongest predictor of continuous delivery,
• Automation is a huge boon to organizations,
• Lean product management drives higher organizational performance.
DevOps applies to all organizations
Service Management 2017 #SMConfAU
Suppliers (inc Cloud)IT Mgt & GovernanceBusiness
IT Service Strategy & GovernanceBRM, SPM, DM, FMCSI
SLM, SCMArchitecture & Service DesignService/Product OwnershipSupplier Management ISM, AvM, CapM, SCM
Service Operations
Service Transition & ProjectsDevOps, ChMgt, R&DM, SACM,Testing, CE
IT ServiceEngagement
Business Strategy
Business Operations
Supplier Operations
Supplier SLMDesign
Transition
Supplier Strategy
Service Management 2017 #SMConfAU
Change Models, enabled by people, automation, etc (non-standard, non-emergency changes)
Change Owner
Reviewers (Tech, Ops, QA,
PO)
CAB
Builders & Implementers
Reviewers (Tech, Ops, QA,
PO)
Submit RFC
Approve (Build & Schedule)
Review & Sign Off
Build & Test
Review & Sign Off
Authorise(Deploy)
Deploy
Request Close
Review & Accept Close
RFC
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
Long term target state
A combination of
• People (resourcing & skills)
• Organisation
• Culture
• Service Models and Architecture
• Toolchain & Automation
• Processes & Policies (eg release policies)
• Leadership, governance and CSI
Service Management 2017 #SMConfAU
Have a vision for the long term, yet iteratively move towards it
Interim State 1
Interim State 2
Interim State 3
Long Term IT Target state
Business Value
Service Management 2017 #SMConfAU
Apply agile principles to your DevOps/ITSM implementation
OCM
1 M ~3 M ~ 3 M ~
PP- Introduce, spread and embed DevOps culture- Introduce automation and release policy
optimisation for applications- Benefits realisation monitoring & reporting
~3 M
Sprints Sprints Sprints Sprints
Stage Stage Stage1 M
StakeholderEngagement
& Prep
Business Value
Long Term IT Target state
Service Management 2017 #SMConfAU
Capability uplift for your teams:DevOps training and accreditation
Service Management 2017 #SMConfAU
Action based learning / coaching toolDevOps simulation: The Phoenix Project
Service Management 2017 #SMConfAU
Architect your tool chain(s)
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
Generation NOW !
• Business’s today focus more on than ever before
• Expect a not a call
• Not satisfied or takes long to fix, expect a
Service Management 2017 #SMConfAU
Use Case
• Dissatisfied customer tweets about a particular issue he is facing
• Business is looking to launch it new product in a highly competitive market
Service Management 2017 #SMConfAU
Action oriented change controls
Service Management 2017 #SMConfAU
Workflow – What’s new ?
Service Management 2017 #SMConfAU
Orchestration Workflow
Orchestration tools Service ManagementDevOps user
Pushes code Change record
Approved
Code deployed
Service Management 2017 #SMConfAU
Decentralize control
• Allow CI owners to define the level of control they need to manage their environment
• Calculate risk based on change activities
• Approval by exception not norm
Service Management 2017 #SMConfAU
Do more with less
• Adopt & Adapt more | One size fits all less
• Govern & Audit more | Plan and Control less
• Automate & Orchestrate more | Manual deploy less
• Notify more | Approve less
Service Management 2017 #SMConfAU
Agenda
• DevOps overview and intended benefits
• DevOps and ITIL
• ’Implementing DevOps’ … what to implement?
• DevOps enablement by your ITSM tool
• Next steps
Service Management 2017 #SMConfAU
Conclusion
• DevOps a people & culture journey to embrace the three ways
• ITSM processes : get with the program, become lean and agile, the process framework can handle it, can the people?
• Toolchain architecture can possibly be established and enable CI/CD etc for some business systems in your portfolio, but not all: manage the journey!
• Existing tools:
– Automate | Orchestrate where possible
– Let CI owners be control of their changes
– Demand more from your tool investment
Service Management 2017 #SMConfAU
Harold Petersen – Director & Principal Consultant
@_TheH_
CONTACT DETAILS
Girish Ramkrishnani– Director & Principal Consultant