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cdSummit Austin - The Future of Enterprise Service Mangagement in a DevOps World by JP Morganthal
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The Future of Enterprise Service
Management in a DevOps World
JP Morgenthal
@jpmorgenthal
October 8, 2015
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We’re Living In A Software-Defined Universe
By MARC ANDREESSEN
August 20, 2011
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IT Needs To Start Operating Outside-In
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Traditional IT Service Management
• Based on a set of silos typically termed “towers”
• Focused on cost of delivery instead of user experience
• Rooted in failure avoidance instead of speed of restoration
• Governed through exception instead of alignment with business
operations goals
• Managed inside-out instead of outside-in
• Reliant upon swivel-chair operations instead of automation and
consistent tooling
• Highly bureaucratic instead of streamlined
• High latency instead of high velocity
Traditional IT Service Management has a number of shortcomings, which we have
to address to deliver in a profitable and high-quality manner for our customers
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Deliver software-driven
innovation, faster
What is “DevOps”
• DevOps is a problem domain
that encompasses the
bottlenecks and constraints
related to application delivery.
• DevOps-related issues are
resolved through the adoption of
continuous delivery.
• Businesses achieve continuous
delivery through application of
lean IT
Steer
Deploy
Operate
Develop
and test
DevOps
continuous
feedback
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What Changes?
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Reduce need for human
intervention for repetitive
and time consuming tasks
Enable self-service
Increase standardization of
platforms for applications and
data
Leverage cloud
computing to scale in, out
and down as well as up
Align IT engineering and
operational actions with
critical business initiatives
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Managing Work Flow
W. I. P.
Optimize how work enters and exits the pipeline
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Decisions
• For any given change can we map the associated business processes that may be affected?
• What is the required lead time from the business to enact a reprioritization of development
objectives?
• What level of overlap is there for a given dev or ops resource with regard to a given set of tasks?
• What is the mean-time-to-repair for each of the systems in production?
• What is the migration strategy for the current application portfolio?
• Do we have the appropriate levels of communication and cooperation between IT departments to
meet required service levels to the business?
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Managing Work Flow
W. I. P.
W. I. P.
W. I. P.
Engineering
Operations
Security
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We move to a system of continuously improvement of services
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BUSINESS SOLUTIONS
TECHNOLOGY
OUTSOURCING
Questions?
Notas do Editor
Enterprise Service Management is an aged practice that emerged around the formalization of IT as a business operational concern. The tenets and best practices surrounding ESM have formed organically over time as businesses have needed to deliver support for the rapidly expanding role of Information Technology. It essentially represents a reactive activity of the business attempting to formulate an aggregate view of IT assets and better manage them for the business. The focus has been managing the resource versus supporting the business and, thus, is an extension of IT being a hurdle to achieving business agility versus enabling business agility if not the direct cause.
ESM needs a reboot. As a factor of IT Transformation and Digital Transformation, IT no longer stands alone—or at least in a modern workplace it should not stand alone—it is the hub through which all other business services will see their efforts delivered. Marketing requires large-scale data analytics and webscale support for customer and partner access. Finance needs 360 degree views of how money is flowing through the business inclusive of unintended consequential impacts. For example, a Human Resources travel policy becomes responsible for increasing travel costs. These business activities are connected to availability of network, data, systems and service across the business. Hence, the business needs the ability to control flow into and out of the hub.
The next incarnation of ESM is DevOps for Operations Management. It is all about leveraging a common set of tools and practices to deliver continuous delivery focused on operations management. This includes all aspects of managing, communications, automation, reporting, and monitoring. It's all about operating IT in an era where everything is software and programmable.
This session will explore the impact of the API economy and a growing software-defined infrastructure on the next generation of IT operations and how to prepare for the forthcoming changes.
What can we do to get better? Faster? Deliver higher quality? Many of you may have heard the term DevOps. Many of you may actually use the term to describe some aspect of what you’re doing to deliver applications today. But the reality is that DevOps doesn’t have a single, accepted definition, but one thing we can infer is that it encompasses a very specific problem domain around application delivery. The concrete, well-defined thing we can use to get better and improve is apply continuous delivery techniques. Continuous delivery focuses on creating an optimal (optimal for your business) path from concept into production. To correct points within that path, we can apply best practices from lean manufacturing and IT, such as value stream mapping and Kanban.
Service Desk
Technical Management
Operations
Service Catalog
Problem Management