ITSM GOVERNANCE &INFRASTRUCTURE AS

CODEJASON WALKER

@TheDesktophero

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ABOUT MEFather of 5

Grandfather to 2 Born in Delaware

Lived in climates with temperature deltas of over 170 F

ABOUT MEWorked at Target since 2000(ish)

Chase Bank for a few years Too many kitchen jobs prior to count

(not a Test Kitchen plug)

CURRENT ROLEA lead engineer in our Infra-Ops world @TGT

CURRENT ROLEMinister of Culture

#DOTGT

long story

CURRENT ROLESystem development

Life cycle driven

CURRENT ROLEStudier of LEAN

CURRENT ROLEPracticing 'goat'-ocology

aspiring goat, if nothing else

PAST ROLESIntegration engineer (files, messages, web, ETL)

Telephony engineer

Systems developer

ITSM GOVERNANCEWhat are we talking about?

QUICK CONTEXT[ITSM] is thus concerned with the implementation of qualityIT services that meet the needs of customers, and is performed

by the IT service provider through an appropriate mix ofpeople, process and information technology.

https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf

WHY DO YOU GET AMPED ABOUT THIS TOPIC?So delighted you asked!

DEVOPS CORRELATION DIRECTLY TIED TO ITSMOUTCOMES

THREE TAKE-AWAYS, TWO TOPICS:ITSM AND IAC

ITSM Governance is a key differentiator(/enabler) to anenterprise IAC movement {quality}

ITSM Governance, as an obstacle to IAC, will be more ignoredthan acknowledged (because code wins!) {meet the needs}

ITSM Governance can be accomplished through the(same)/similar principles of CI/CD {mix of three}

KEY TAKE-AWAY #1ITSM Governance is a key differentiator for enterprise

adoption of IAC

https://farm9.staticflickr.com/8160/7214525854_41ea7719a4_o.jpg

KEY TAKE-AWAY #1Quality: measurement in the form of a consistent &

predictable result(s) against similar kinds of products orcommon types

KEY TAKE-AWAY #1Defining the success/fail criteria, for quality, comes from

customers!

http://www.giftedwithgrit.com/wp-content/uploads/2014/01/successimage.jpg

KEY TAKE-AWAY #2When used as an obstacle, the bold and clever will look for

workarounds to the process.

http://r.fod4.com/s=w750,pd2/o=80/http://p.fod4.com/p/media/d9d2001d35/kmff9BhTGGkOkhU1AhxI_Drawer%20Lock.jpg

KEY TAKE-AWAY #2Welcome to my silo; please fill out my form

KEY TAKE-AWAY #2Because code wins, the 'form' can be different ...

empowering!

KEY TAKE-AWAY #2Feedback can be enabled with velocity => continuous,

automated testing gives context; enables the community tobuild better software, systems, applications, stacks

KEY TAKE-AWAY #2Community focus on fixes allows sharing of information

KEY TAKE-AWAY #2Less meeting time and more #DO time

KEY TAKE-AWAY #2Important CHANGE domain metadata for ITSM:

Who requested the change?

What is actually being changed?

When is the change being implemented?

How well tested is the change?

KEY TAKE-AWAY #3Lean back on the DevOps practices to understand the mix of

people, process, and technology in ITSM

KEY TAKE-AWAY #3Value Stream your process with real data to enable process

reviews and find the X/Y coordinates of what to work on

http://upload.wikimedia.org/wikipedia/commons/9/99/ValueStreamMapParts.png

KEY TAKE-AWAY #3We leverage CI/CD to not only deliver the end-to-end IT

asset but leverage CI/CD to manage and extend the serviceslayer - iteratively

We landed on Chef for config/state management But that's only part of the tech stack ...

KEY TAKE-AWAY #3Rationalize patterns > the implementation tool; and use atool that empowers your community to feel safe to invest

his/her respective time

- Customers first on both sides of the governanceconversation- ITSM governance needs as much as every othercomponent of the IT delivery- Use small, iterative changes to evaluate progress; allowspeople to see revel in battles won and quickly forget aboutthose lost

RECAPITSM AND IAC

kaizen

Special thanks for the infra crew @TGT

THE END- @TheDesktophero - Check out the @TGT booth in the expo- -

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