Futureproof your ITSM

Futureproof your ITSM

Claire Agutter

© Scopism Limited 2016

About Me 15+ years in IT service management Roles include help desk, change management, project

management, service management implementation, consultancy and training

Lead tutor and director of ITSM Zone, director at Scopism Limited Interested in anything that helps IT work better

What’s driving change?


Sluggish Organisations Customers expect more, faster Processes evolve over time Errors lead to an increased desire for control Metrics become meaningless Vision is lost


Perceptions of IT Bureaucratic Likes to say “no” Old fashioned Process drivenBut…. How IT gets ‘done’ Contractual requirements Millions of certified professionals


Yes Please

Enterprises want the results, but not the riskThey need to understand the journey


What Now???

“Oh good….a new management initiative”

What should be on your radar Shift Left DevOps, Rugged DevOps, DevSecOps Agile Agile service management Lean

The future


Shift Left - Dev

Shift left testing is an approach to software testing and system testing in which testing is performed earlier in the lifecycle (i.e., moved left on the project timeline). It is the first half of the maxim "Test early and often.”


Shift Left - Ops

Decreasing support costs and impact

Self Help Service Desk/Tier 1 2nd Line 3rd Line


DevOps


What is it?“…rather than being a market per se, DevOps is a

philosophy, a cultural shift that merges operations with development and demands a linked toolchain of

technologies to facilitate collaborative change” Gartner

“…a cultural and professional movement that stresses communication, collaboration and integration between

software developers and IT operations professionals”DevOps Institute


Perceptions: DevOps JFDI Tech driven Dangerous

But…..

Exciting Attractive The future


CALMS

Culture Automation

Metrics Sharing

Lean


Agile


Individuals and interactions

Processes and tools

Working software

Comprehensive documentation

Customercollaboration

Contract negotiations

Responding to change Following a plan

WE VALUE

While there is value in the items on the right, we value the items on the left more

OVER


Scrum PillarsScrum

Transparency Inspection Adaptation


Agile Service Management


Agile ITSM

Traditional ITSM rollout methods don’t always work well

Apply Agile principles to ITSM design Allow faster feedback Get better at process integration


Lean


Lean ITSM

More value, less resources Processes focused on customer outcomes Minimise waste

Sound familiar?


How do you get started?


Culture Leaders need to define outcomes >>behaviours Agree and measure Train Reinforce Improve

It might get worse before it gets better


Enterprise level adoption Scary for some large orgs Procurement and business case processes not built for agile ways of

working Teams not used to working autonomously Greater demands from end users Shadow IT


Process Exploration Days Hack days or Shipit days for processes Innovation isn’t just about products We can all be explorers Rotation days also work Communities of practice Lunch!


Rewarding People Use small rewards often, linked to specific

actions Give rewards at unexpected times Reward the behaviour, not just the results Reward peers, managers and subordinates Reward publicly


Find the Purpose Collect stories about the process – good, bad, indifferent Select examples of what you do/don’t want to happen in future Find items that represent stories Compare the process purpose with the organisational and procedural

level purposes Avoid the management jargon


Agile SM Start Points Limit WIP and focus teams Where does work come from? Autonomy and self-organising teams Flow Inspection


Agile ITSM: Support Helpdesk calls = feedback Problem management = improving daily work Incident management = opportunities for improvement Leverage automation (shift left)


Learn from history What have you done that’s worked? Have new ways of working always had a business case?

Remember it’s not a best practice competition


Next Steps - Personal http://devops.com http://devopsinstitute.com/ Events: DevOps Days Events: DevOps Enterprise Summit Books: Phoenix Project Books: Lean Start-up Training: DevOps Foundation, Certified Agile Service Manager


Takeaways to consider What can you learn from how you do ITSM now? Where does innovation live in your organisation? How do Dev and Ops interact? Is your service management agile? Are you doing management or creating value?


Any Questions?


Contact [email protected] Twitter: @ClaireAgutter LinkedIn: Claire Agutter (07867) 505661

Leadership & Management

Futureproof your ITSM