Increase IT Service Management Efficiency: Integrate ITIL ... · Increase IT Service Management Efficiency: Integrate ITIL ®, Lean, DevOps, Agile. Matthew Bowles. Director of Professional

Increase IT Service Management Efficiency: Integrate ITIL®, Lean, DevOps, Agile

Matthew BowlesDirector of Professional Services, Pink Elephant

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Agenda

• ITIL• Lean• Agile• DevOps• Integrated Service Management

© Pink Elephant 2018 pinkelephant.com

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A Brief History Of ITIL

Source: A Short History Of ITIL, ITIL Central

10,000+ organizations have adopted ITIL

ITIL is firstdeveloped

Version 3 of ITIL is published

1980s 2000 2007

1997 2001 TODAY

Pink Elephant kickstarts the ITIL revolution in North America

Microsoft uses ITIL as the basis for their operations framework

Version 2 of ITIL is published


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The ITIL Service Lifecycle

Continual Service Improvement Continual Service Improvement

Design OperationTransitionStrategy


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A Brief History Of Lean

Source: A Brief History of Lean, Lean Enterprise Institute

The Toyota Production System is

first implemented

1950s 1996

1988

TODAY

John Krafcik coins the term “Lean”

James P. Womack and Daniel T. Jones publish

Lean Thinking

2012

The book Run Grow Transform by Steve Bell is published as part of a

wave of interest in Lean IT

Lean has become a standard in service industries and IT


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Lean Puts Customer Value At The Center

Source: Lean Thinking, James P. Womack & Daniel T. Jones

Customer Value

Value Stream

Flow

Pull

Perfection


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A Brief History Of Agile

Source: To Agility And Beyond, TechBeacon

IT faces an “application development crisis”

1990s 1999

1995

TODAY

Scrum is first codified

Kent Beck publishes Extreme Programming

Explained

2001

The Manifesto For Agile Software Development is published online

More and more teamsidentify as using an Agile methodology

XP


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The Agile Manifesto & Agile Values

Source: Manifesto For Agile Software Development

over

Individuals & Interactions

Working Software

Customer Collaboration

Responding To Change

Processes &Tools

ComprehensiveDocumentation

ContractNegotiation

Following A Plan


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A Brief History Of DevOps

DevOps is embraced by a wide range of

enterprises

Thought leaders notice the “Wall Of Confusion” between development and operations

2007 2009 2017

2008 2013 TODAY

At a conference, John Allspawand Paul Hammond present

10+ Deploys Per Day

Open source toolsets

begin to arrive

The Phoenix Project is published

Pink Elephant introduces the first course to address the “Full Stack” of DevOps

culture, practices and technologies


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The Three Ways Of DevOps

Source: ITRevolution.com

FLOW FEEDBACK EXPERIMENTATION


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What Is Integrated Service Management?


Continual Service Improvement Continual Service ImprovementValue Loss Identification WIP Limits Value Stream Mapping Lean Kaizen

Strategy Management Design Coordination Transition Planning Operational Excellence

Request Fulfillment

Incident Management

Problem Management

Agile Product Backlog

Release Deploy

Scrum Sprints

Visual Management

Service Portfolio Management

Business Relationship Management

Demand Management

Lean VOC & Critical To Quality

Change Management

Continuous Integration Automated Build Automated Test Automated

ProvisioningAutomated Deployment

Plan RunBuildDemand

DevOps Continuous Delivery© Pink Elephant 2018 pinkelephant.com

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Integration Begins With Value & Demand

Plan RunBuildDemand

Lean VOC & Critical

To Quality

Before you can manage the process architecture, it is critical to understand the concept of business value to the end customer that underpins it. It should be at the center of everything you do and embedded from the beginning at the Demand stage.

Enable & Improve Enable & Improve


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ITIL

Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS. All rights reserved. (Figure 1.1 ITIL® Service Strategy 2011)


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Lean VOC & Critical

To Quality

Integration With ITIL



Demand Management

Strategy Management

Plan RunBuildDemand

Security Management Availability

Management Capacity Management Service Continuity

Management Supplier Management Service Level

Management Service Catalog

Management

Design Coordination

Change Management

Release & DeploymentManagement

Transition Planning Operational Excellence

Request Fulfillment

Incident Management

Problem Management



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Request Fulfillment

Incident Management

Problem Management


Lean VOC & Critical

To Quality



Demand Management

Change Management


Release Deploy

Scrum Sprints

Plan RunBuildDemand

Integration With Agile



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Request Fulfillment

Incident Management

Problem Management


Release Deploy

Scrum Sprints

Visual Management



Demand Management

Lean VOC & Critical

To Quality

Integration With Lean

Change Management

Plan RunBuildDemand



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Request Fulfillment

Incident Management

Problem Management


Release Deploy

Scrum Sprints

Visual Management



Demand Management


Change Management

Integration With DevOps



Plan RunBuildDemand

DevOps Continuous Delivery


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What Is Integrated Service Management?



Request Fulfillment

Incident Management

Problem Management


Release Deploy

Scrum Sprints

Visual Management



Demand Management


Change Management



Plan RunBuildDemand

DevOps Continuous Delivery© Pink Elephant 2018 pinkelephant.com

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Contact Details:Matthew [email protected]/in/m-bowlespinkelephant.comwww.twitter.com/theitilexperts

Thank You!

Questions?


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

http://www.linkedin.com/in/m-bowles

http://www.twitter.com/theitilexperts

Documents

Increase IT Service Management Efficiency: Integrate ITIL ... · Increase IT Service Management Efficiency: Integrate ITIL ®, Lean, DevOps, Agile. Matthew Bowles. Director of Professional