Incident Management in a Bi-Modal World

Building a Modern Ops Environment

Acknowledgement

IT Operations is Changing

IT Operations Has Changed

• Compliant

• Plan Driven

•  Long Term Cycles

• Conventional Process

•  IT Centric

•  Low Customer Touch

Predictable

Traditional IT

• Compliant

• Plan Driven

•  Long Term Cycles

• Conventional Process

•  IT Centric

•  Low Customer Touch

Predictable

Traditional IT

When Something Broke

Innova&on  Pace  

Brand  

Compe&&on  

Security  

Customer    Demands    

Relevant  

Pressures on the Business

The Evolving Landscape

ApplicationCentricBusiness

DisruptingCabService

DisruptingHotelIndustry

DisruptingMediaDelivery

DisruptingCommunication

Release Velocity

New Markets

Competitive Response

The Agility-Stability Paradox

Customer experience

Uptime and Performance

Security & Compliance

Agility Reliability

•  Compliant

•  Plan Driven

•  Long Term Cycles

•  Conventional Process

•  IT Centric

•  Low Customer Touch

Predictable

Traditional IT

•  Fluid

•  Agile

•  Continuous

•  Short Cycle

•  New Project

•  High Customer Touch

New IT

Dynamic

IT Evolves

•  Compliant

•  Plan Driven

•  Long Term Cycles

•  Conventional Process

•  IT Centric

•  Low Customer Touch

Traditional

Mode 1

•  Fluid

•  Agile

•  Continuous

•  Short Cycle

•  New Project

•  High Customer Touch

New IT

Mode 2

•  Polar Opposite

•  Competing Attitudes

•  Mismatch on Technology

•  Lack of Mutual Understanding

•  Too Much Change at Once

Barriers to Switch

But What About….

Traditional New IT

Shadow IT

Business Unit IT

We Have Two/Three or Four Modes of Operation

Buy Tools

Buy LOTS OF TOOLS

Operations IT Ops Mode 1

Developers DevOps Mode 2

Tools Tools

Alerts

Alerts

Lets Buy LOTS OF TOOLS Lets Silo All Our Tools

AgilityReliability

So What Do We Pick?

AgilityReliability

Maybe This One

Tools Alone Are Not The Solution

47% Of  teams  use  6+    monitoring  tools  

27% Consolidate  alerts  

Tools Still Need Help

What’s important Teams struggle to

find the right signal in all the

noise

85% Of teams

miss notifications

79% Have Availability

Problems – Monthly

Bi-Modal Ops

People

Process

Tools

People The “Who”

•  Identify who needs to ADAPT

• Communicate the WHY

• Communicate the WHEN

•  Integrate with CULTURE

• Define a communication path

• Orchestrate a response across teams

• Enable social ops collaboration

Bi-Modal Ops

Process The “What”

•  Identify don’t DICTATE

• Observe and GUIDE

• Enumerate / eliminate and FORGET

• Streamline workflows

• Define vs Inherit urgencies / alerts

• Automation – availability / escalation

Bi-Modal Ops

Tools The “How”

•  Integrate with what you have across your operational modes

•  ITSM

•  DevOps Tool Chain

•  Link monitoring to AUTOMATION

•  Platform CUSTOMIZATION

•  Intelligent correlation / Noise reduction

Bi-Modal Ops

Streamline Your Bi-Modal Ops

Collaboration/Resolution

Developer

NOC

Helpdesk

ITOpsSystemandUser

Efficiency

ALERT1 ALERT2 ALERT3

Correlate,ClusterandManage

EVENTS

PeopleData Process

DeploymentTools

MonitoringTools

TicketingTools

APP

SYSTEM

LOG

WEB

MOBILEAPP

AutomaticEscalations

On-CallScheduling

Agility Reliability

Mode 2 Mode1

Tools

Balance is Possible

Value for the Organization

Agility

Bi-modal Innovation

Add Business Value

No Failed Experiments

Manage What Matters

Collaborate

Work-Life Harmony

Build a culture where Mode 1 and Mode 2 environments work closely together to

build and run software addressing agility and reliability to respond to the pressures

on the business

Get Started

•  Define: define what is is right for your team/organization

•  Acknowledge: the existing culture and people

•  Evaluate: do you have a process

•  Experiment: create a an isolated learning environment

•  Connect: have a clear connection to customer value/pain

•  Small: don’t boil the ocean

•  Leadership: empower and stay out of the way

•  Tools: align with what you have

•  Celebrate: celebrate failure and learn