While ITIL may have gotten a bad rep lately (for being too slow, or bureaucratic), there’s no denying it is essential – and deeply rooted – in the IT operations of many large-scale enterprises.
ITIL (fka Information Technology Infrastructure Library) has been around for a long time, and has helped large teams – particularly in industries that are heavily regulated – manage the way IT services are delivered in a predictable and consistent way.
• Can ITIL and DevOps work together, towards a shared goal of quality releases, while ensuring governance, auditability, and mitigating the risk of failed releases?
• How can teams who already subscribe to an ITIL way of working adopt DevOps practices?
• How can ITIL processes for Incident management and Change Management be adapted to an Agile/DevOps way of thinking?
Our customers show that the ITIL and DevOps are not mutually exclusive, and that they can work together – and deliver!
This talk focuses on processes and specific tooling and integrations for supporting the ITIL/DevOps hybrid in your organization:
• How to bridge the gap between ITSM and Continuous Delivery in your team’s day-to-day processes?
• How to automate the information gathering and data flow between your ITIL toolset – such as ServiceNow – and the DevOps Automation platforms – ElectricFlow.
• Tips and best practices for meeting audit and security requirements, change management procedures, while speeding-up delivery – both for internal IT customers and end users.
3. electric-cloud.com
#DOES16
How does process fit into DevOps?
• Getting “stuck” in change
management
• How do you stop “waiting for
approvals”
• Should you automate certain
approvals?
4. electric-cloud.com
#DOES16
Getting out of waiting for approvals
• Categorize changes
High / Medium / Low
• Automate information
• Get “humans” out of the
business of creating change
tickets
• Auto-approve low risk
changes, if no dependency
5. electric-cloud.com
#DOES16
High Risk Changes
• Contain lots of dependencies
• Could bring down many applications
• These changes might be suited for a traditional “change”
process with human intervention
6. electric-cloud.com
#DOES16
Medium/Low risk changes
• Have verifiable test coverage
• Have verifiable pipeline and demonstrated they have
worked in lower environments
• Repeatable changes that have been done before
• Still document and log every step, but auto approve
ITIL has been around for a long time, and has helped large teams (particularly those that are heavily regulated) manage the way services are delivered in a predictable and consistent way, as a way to mitigate risk.
DevOps, as we know, has a very similar goal.
http://electric-cloud.com/blog/2016/03/itil-and-devops-friend-or-foe
This talk focuses on Service now, as it is the most commonly ITSM used one in the FinServ markets.
Many people laugh when talking about “DevOps for Process”
How does process fit into DevOps?
- Traffic jam of automation
You can only automate delivery so much, but if a change is stuck in “change management”, then you still do not have a continuous process
Can be a delay between approvals and delivery
How do you expedite approvals?
Automate where it makes sense
ElectricFlow can write to Service Now information about change tickets, so that you no longer have to have a machine do it
You should provide information back to the Build System from the CR system
Automatically add to CR information about testing/build already done
Point out how the various stages in the process correspond to the pipeline