Watch the full presentation here: http://www2.sunviewsoftware.com/l/6862/2016-01-25/4btmm4
In this webinar, join IT management consultant Barclay Rae as he demystifies the real-world value and applications of DevOps for your service desk. Learn valuable tips for adopting the underpinning ethos for whatever the size or nature of your organization.
Stick around for SunView Software's Adam OBrien as he looks at three distinct ways that today's service desk automation can support DevOps initiatives and strategies while maintaining organizational goals and standards.
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[Webinar] 3 Key Ways Service Desk Automation Can Support DevOps
1. +
3 Key Ways Service Desk Automation
Can Support DevOps
Adam OBrien
Product Marketing Manager,
SunView Software
aobrien@sunviewsoftware.com
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To deliver at DevOps speed (and scale), the
technology framework must be designed
for "human by exception," where as much
work as possible is performed by
programmatic means.
Source: Gartner, 2015
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Incident Management to Issue Tracking
By ensuring your incident management and issue
tracking tools are integrated, you can leverage specific
automations to accelerate incidents to proper teams,
accelerating feedback, and reduce mean time to
resolution for problems.
Incident
Management
Issue
Tracking
DevOpsUsers
6. 6
Assignment automations based on
application or other associated CIs
Automated notifications to Dev team
on tickets against a business service or
CI
Integrated collaboration tools for Ops
to Dev discussions
Ticket promotion functionality for
service desk staff
Incident Management to Issue Tracking
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Improve visibility into incidents caused by
application changes
Take proactive steps to eradicate repeat
errors by pinpointing root causes
Take proactive steps to eradicate repeat
errors by pinpointing root causes
Increase visibility of high-impact incidents
and quickly escalate to streamline resolution,
cutting down on resolution times and
increasing service desk ROI
Incident Management to Issue Tracking
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Why Integrate Into the Toolchain?
For a more efficient change
orchestration, organizations
need a single source of change
management that provides
complete visibility for risk
management, metrics reporting,
and compliance auditing
“Move Faster”
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Improved Visibility
61%
Of IT professionals believe
DevOps improved visibility
into IT process &
requirements
Source: Gartner, 2014
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Integrate Change Management with Toolchain
Setup Pre-Authorized Change
Processing for Pre-approved Changes
Use API to integrate Change
Management into Toolchain
Capture Critical Change Artifacts as
Part of the Change Record
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Automate the capture all change artifacts
across the DevOps toolchain
Increase visibility for risk and compliance
management
Streamline change approval processes
Quickly pinpoint root causes of
incidents/problems with history/audit trail
Integrate Change Management with Toolchain
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“Because DevOps does not
have a formal framework, IT
organizations attempting to
implement DevOps
principles and practices are
often left with little
guidance on how to
measure the effectiveness of
their programs.”
- Gartner
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Metrics Reporting
Defined DevOps Success KPIs
Metrics Dashboards with KPI Score
Cards Graphical Reports
SLA Measures for Incident Resolution
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Elevated employee engagement and
interaction, leading to a focused and
streamlined work effort
Organizational goals become common
knowledge, creating an atmosphere of unified
efforts
Real-time data allows organizations to be
flexible with goals as incidents or customer
needs arise
Increased ROI, as less man hours is needed to
facilitate the collection of data
Metrics Reporting
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Best-Value Service Management
Platform for Any Size Organization
ITIL-Based Processes
Codeless Configurations
Persona Based Dashboards
Powerful Automations
Flexible Licensing Options
Seamless Integrations
Want more info? Check out: SunView Software.com/LEARN/DevOps