Run IT Support the DevOps Way
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Think that DevOps is just for product? Think again. In this webinar, ITSM expert John Custy shows you how to apply DevOps principles to your IT org. This event is for anyone involved in the support and development of IT systems and services. The keys to higher-performing services are so simple, they might surprise you. Watch the full webinar here: http://atlassian.com/help-desk/how-to-run-it-support-devops-way Brought to you by JIRA Service Desk. Learn more: http://atlassian.com/service-desk
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Run IT Support the DevOps Way
- 1. How to Run IT Support the DevOps Way John Custy Managing Consultant JPC Group Sarah Khogyani Product Marketing Manager Atlassian
- 2. John Custy Service Management Practitioner, Consultant and Educator jpcgroup@outlook.com •Ron Muns Lifetime Achievement Award •IT Industry Legend – Cherwell Software •Distinguished Professional in IT Service Management •ITIL Expert and ITIL Accredited Trainer •ISFS, ISMAS based on ISO/IEC 27002 •ISO/IEC 20000 Consultant •DevOps Certified Instructor •KCS Verified Consultant •HDI Faculty & Certified Instructor Twitter: @ITSMNinja Facebook: John Custy LinkedIn: johncusty
- 3. DEVOPS OVERVIEW TODAY DEVOPS VALUES DEVOPS FOR SUPPORT Agenda CRITICAL SUCCESS FACTORS
- 5. Rising business expectations ?? Stability Today’s situation
- 6. MobileCloudBig data New technologies Virtualization Agile development Today’s situation
- 7. Lots of changes, not deployed quickly enough Ops, QA, Testing, Support not aligned with development Deployment failures have risk of downtime Development and ops must work together What about IT Operations? Today’s situation
- 8. IT Challenges Visibility Continuing pressure to improve relevance of services. Balance IT must balance the rate of change with stability. Pressure Scattered data or lack of data at all limits incident and problem understanding.
- 9. Support Challenges of all incidents are due to changes 85%-87%
- 10. Support Challenges Support is often unaware of changes being made to services they support. What changes?
- 11. Support Challenges Duplication of work happens in support and across IT groups. Rework
- 12. Support Challenges Support is hidden from developers, product owners and product managers. Silo’d
- 13. DevOps Overview
- 14. ReliableAgile High-Performing IT Organizations: Winning • 60x fewer failures • Recover 168x faster • Deploy 30x faster • Lead times 200x shorter • 2x more likely to exceed profitability, market share and productivity goals Source: Puppet Labs 2014 and 2015 State of DevOps reports
- 15. Reliability What do customers care about? New functionality
- 16. Enabling the business and their customers by providing more reliable services. When there’s an interruption, they’re able to recover faster and minimize impact to the business. High-performing IT organizations are
- 17. Enabling the business High-Performing IT Organizations:
- 18. What is DevOps? DevOps is a movement that advocates a collaborative working relationship between development and IT operations.
- 19. Development Operations Everyone involved in developing software products and services. Everyone involved in delivering, managing and supporting the products and services. Agile working relationship
- 20. Where did DevOps come from? •Processes in place today aren’t meeting business needs. •Response to bureaucratic processes
- 22. DevOps Principles: The Three Ways
- 23. DevOps Principles Dev Ops Business Customer The first way: systems thinking
- 24. DevOps Principles Dev Ops The second way: amplify feedback loops
- 25. DevOps Principles The third way: continual experimentation and learning Dev Ops
- 26. Agile and Lean DevOps enablers: Agile and lean development and service management practices Automation Service Frameworks Data center automation, configuration management, monitoring, self-healing ITIL, ISO/IEC 20000, Kanban, Value stream mapping
- 27. DevOps Values
- 28. Keep C.A.L.M.S. and DevOps On
- 31. Culture Focus on results Understand behaviors Good communication • Standups • Kanban boards • Hack days • Chatrooms or sharing space
- 32. Knowledge management • Known errors at deployment • Link articles to problems Automation End-to-end linking • Link incidents, problems and requests to changes and releases Reliable deployment • Continuous integration, continuous delivery and continuous deployment Testing • Support requirements Proactive monitoring • Visibility to support
- 33. Lean Eliminate waste • What am I doing that doesn’t add value? Pull vs. Push • Driven by customer demand Continuous improvement • Small iterations Failure is normal • What was learned?
- 35. MTSR • Mean-time-to-restore • Did it increase or decrease? Metrics MTTR • Mean-time-to-repair • Did it increase or decrease? Repetitive issues • Did it increase or decrease? SLAs/OLAs • Service level agreements and operational level agreements • What is the impact of deployments to achievements of service level targets? Cost per incident Total cost of support Cost of downtime
- 37. Outcomes Visions and goals must be linked to business outcomes. Innovation
- 38. Outcomes Ensure categorizations and tools enable collaboration. Sharing
- 39. Outcomes Incidents, problems and changes are part the backlog. Process
- 40. Outcomes Continually improve service design, service transition and service operations. Improvement
- 41. What does success look like?
- 42. Learning Sense of urgencyCommon goals Critical success factors: Culture change Everyone agrees to set goals. Understanding for each of these goals. People, processes and automation. A common vocabulary. Metrics Reinforce behaviors Ensure goals are set on outcomes. Reward and recognize teams.