devops and agile in an itsm world
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DevOps and Agile in an ITSM World
Dave van HerpenClaire Agutter
Agenda Why:
Why are you here? Business and IT drivers The value of change
What Perceptions of DevOps and ITIL The 3 ways
How: Kanban, Scrum and Ops Selling DevOps: identifying opportunities & risks
in your business
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 since 2007
Interested in anything that helps IT work better
About Me• Established in 1974
• Sogeti Netherlands• Lead Consultant Enterprise Agility & DevOps• Coach, Trainer, Change Agent, Practitioner
• Expertise:• Agile ITSM & DevOps• Sourcing & SIAM
• Certified: ITIL, ASL, BiSL, Prince2, ISO20000, Lean, Agile, Scrum, Kanban, SAFe
Why are you Here?
What issues are you looking to address?
Today’s backlog
What is Agile?
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ScrumXP DSDM FDD
TDD
Kanban SAFe
Customer involvementIncremental value
Fast learning
DevOps??
“…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
“…an organizational mindset for continuously improving value from the digital value chain by enabling cross-functional collaboration on process, technology and behavior level”
Dave van Herpen
Business and IT Drivers
What’s driving the adoption of DevOps and Agile ways of working?
The value of DevOps
END SILO THINKING& BUDGETING
REDUCE REWORK& DELAY
RELIABLE, FREQUENT & TRANSPARENT
DEPLOYMENTS
CLEAR OWNERSHIP &MATCHING WOW TO
VOLATILE MARKET Customer Satisfaction
Optimal value & risk
Short TTM
Efficient operations
Business driven
Feedback loops
Fast flow
Multidiscipl.teams
Generic business driver How DevOps helps Value
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1) Business value drivenAgile
Developmentfixes this
Lean Startupfixes this
DevOps Litefixes this
DevOps creates end-to-end Agility and Value creation.
2) Feedback loops
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3) Fast flow
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4) Multidisciplinary teams
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Related themes/methods
DevOps
Agile
Lean
TOC
Cloud
CD
ITIL
Perceptions: ITIL
Is it:
Bureaucratic? Negative? Yesterday’s news? Process driven?
Perceptions: ITIL
Or….
How IT is ‘done’ Contractually required Millions of certified
professionals Common language
DevOps and ITIL together
Strategy
Design
Transition
Operation
Improvement
Sluggish Organisations
Processes evolve over time Errors lead to an increased desire for control Metrics become meaningless Process vision is lost
Perceptions: DevOps
Is it:
JFDI? Tech driven? Dangerous? Wild west?
Perceptions: DevOps
Or…..
Exciting Attractive The future
The First Way: Flow
Understand the flow of work Always seek to increase flow Never knowingly pass a defect downstream
The Second Way: Feedback
Understand and respond to the needs of all customers – both internal and external
Shorten and amplify all feedback loops Emphasize right to left feedback
The Third Way: Continual Experimentation and Learning
Allocate time for the improvement of daily work
Create rituals that reward the team for taking risks
Introduce faults into the system to increase resilience
Keep CALMS and DevOps
Culture Automation
Metrics Sharing
Lean
Time for a Break...
Next up: Techniques for DevOps and Agile
Kanban for ITSM
► “Visual card”
► Toyota (TPS)► Limit inventory & WIP
► Excess inventory = waste► Time spent on excessive activities = waste
Kanban for ITSM Foundation:► Start with your existing process► Respect current roles and responsibilities► Strive for continuous improvement► Everyone is a leader
Process principles:► Visualize the workflow► Limit WIP► Pull work from left to right► Monitor, adapt, improve
Scrum for ITSM 3 roles
Product OwnerScrum MasterTeam Member
4 ceremoniesSprint planningDaily scrumSprint demoRetrospective
4 deliverables○Product Backlog○Sprint Backlog○Burndown Chart○Potentially Shippable Product
Select your challenge
1. Design a Kanban board for an IT service team
2. How could you apply Scrum to ITSM (e.g. service planning, evaluation, CSI)
3. Which information/ practices would you bring from your support/ops towards dev?
DevOps and ITIL together
Process = consistent way of doing repeatable tasks
Ideal for automation
DevOps and ITIL together
Process = free time to focus on the complex stuff
Process = streamlined decisions
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
Agile ITSM: Change
Go back to first principles Leverage automation Examine the desired rate of
change Adapt change authorization,
documentation etc.
Agile principles & ITSM
Customer Satisfaction over SLA compliance
Attitude & collaboration over Certification
Control on results over Control on activities
Adaptivity over Procedures
ITIL® Practitioner’s 9 Guiding Principles
Agile ITSM Manifesto
Selling DevOps
In groups of 4, identify potential risks (impediments) & opportunities when adopting DevOps in your organisation
Here’s some inspiration...
Recommended reading:– The Phoenix Project– The Goal– Principles of Product
Development Flow– Lean Startup
Contact details
The End
Contact Details [email protected] Twitter: @ClaireAgutter Linkedin: Claire Agutter Facebook: nope
[email protected] Twitter: @daveherpen Linkedin: davevanherpen Facebook: dave.vanherpen