ITIL and DevOps Kaimar Karu Head of Product Strategy and Development, AXELOS

Transcription

1 ITIL and DevOps Kaimar Karu Head of Product Strategy and Development, AXELOS

2 THE CHALLENGE

3 P R O C E S S M A N A G E M E N T

4 C O M M O N A N T I - PAT T E R N S» By-the-book ITIL implementations» Ideal world process documentation» Expensive Level 5 maturity projects» Watermelon SLAs» CAB used as a Change Approval Board» Search for the silver bullet

5 C U S T O M E R VA L U E?

6 L A C K O F C O L L A B O R AT I O N No!

7 THE OPPORTUNITIES

8 A G I L E P R A C T I C E S & C I / C D ( A S I M P L I S T I C V I E W ) UNIT TEST CODE INT. TEST CLOUD INFRASTRUCTURE DEPLOY ACC. TEST

9 M I C R O S E R V I C E S ( A S I M P L I S T I C V I E W ) APP

10 A P P R E C I AT E T H E C O N T E X T 何不食肉糜?

11 A P P R E C I AT E T H E J O U R N E Y

12 BACK TO BASICS

13 D E F I N I N G S E R V I C E S A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

14 T H E F L O W O F S E R V I C E M A N A G E M E N T» Strategy: who are the customers and what services they require to solve their problems» Design: how should the services look and feel like, and what capabilities are needed to provide them» Transition: how to develop, test, integrate, and release services» Operation: how to support live services, and how to provide a great customer and user experience

15 I T I L A N D T H E T H R E E WAY S O F D E V O P S Strategy Transition Business Relationship Management Demand Management Portfolio Management Level Management Availability Management Capacity Management Change Management Release & Deployment Management Configuration Management Incident Management Problem Management Request Fulfilment Design Operation FLOW FEEDBACK EXPERIMENTATION & LEARNING

16 S E R V I C E M A N A G E M E N T & S O F T WA R E D E V E L O P M E N T ( T R A D ) Management Strategy Design Continual Improvement Transition Operation Keeping the lights on Software Development Product Strategy Product Architecture Prioritise and Develop Build and Test Deploy New functionality More harm than good Considered to be missing

17 S E R V I C E M A N A G E M E N T & D E V O P S ( T R A D ) Management Strategy Design Continual Improvement Transition Operation Delivering value rapidly and continually Software Development Product Strategy Product Architecture Prioritize and Develop Build and Test Deploy Continuous Integration Continuous Deployment More harm than good Considered to be missing

18 H O L I S T I C S E R V I C E M A N A G E M E N T $

19 O P E R AT I O N S A S A P L AT F O R M S E C U R I T Y C O N T I N U A L S E R V I C E I M P R O V E M E N T Strategy Design Transition Operation P L A T F O R M S E R V I C E S Product Strategy Product Architecture Prioritise and Develop Build and Test Deploy Continuous Integration Continuous Deployment Q U A L I T Y

20 THE PRINCIPLES

21 I T I L G U I D I N G P R I N C I P L E # 1 FOCUS ON VALUE $» All activities must deliver customer value» The customer determines what is of value» Not all improvements deliver value

22 I T I L G U I D I N G P R I N C I P L E # 2 DESIGN FOR EXPERIENCE» Understand the interactions» Walk a mile in your customer s shoes» Empathy is key

23 I T I L G U I D I N G P R I N C I P L E # 3 START WHERE YOU ARE» Understand the vision and the direction» Seek out the value in what you have» Leverage what already exists

24 I T I L G U I D I N G P R I N C I P L E # 4 WORK HOLISTICALLY» Organizations are complex systems» Value is co-created through interactions» Local optimization!= value

25 I T I L G U I D I N G P R I N C I P L E # 5 PROGRESS ITERATIVELY» Avoid big bang change initiatives» Keep each improvement manageable» Keep delivering value, continually

26 I T I L G U I D I N G P R I N C I P L E # 6 OBSERVE DIRECTLY» Understanding context is important» Direct observations trump reports» Going to the source kills assumptions

27 I T I L G U I D I N G P R I N C I P L E # 7 BE TRANSPARENT» The unknown is scary» Missing information is replaced by myths» Transparency creates supporters

28 I T I L G U I D I N G P R I N C I P L E # 8 COLLABORATE» Understand the end-to-end flow» Work with your customers and users» Manage your stakeholders

29 I T I L G U I D I N G P R I N C I P L E # 9 KEEP IT SIMPLE» Minimum Valuable Process» Minimum Valuable Procedure» Minimum Valuable Reporting

30 I T I L G U I D I N G P R I N C I P L E S

31 Thank you! W W W. A X E L O S. C O M