DevOps and Agile in an ITSM world

DevOps and Agile in an ITSM
World
Dave van Herpen
Claire Agutter

Agenda
 Why:
 Why are you here?
 Business and IT drivers
 The value of change
 What
 Perceptions of DevOps and ITIL
 The 3 ways
 How: Kanban, Scrum and Ops
 Selling DevOps: identifying opportunities &
risks in your business

About Me
 15+ years in IT service management
 Roles include help desk, change management,
project management, service management
implementation, consultancy and training
 Lead tutor and director of ITSM Zone since
2007
 Interested in anything that helps IT work
better

About Me
• Established in 1974
• Sogeti Netherlands
• Lead Consultant Enterprise Agility & DevOps
• Coach, Trainer, Change Agent, Practitioner
• Expertise:
• Agile ITSM & DevOps
• Sourcing & SIAM
• Certified: ITIL, ASL, BiSL, Prince2, ISO20000,
Lean, Agile, Scrum, Kanban, SAFe

Why are you Here?
 What issues are you
looking to address?
 Today’s backlog

What is Agile?
6
Scrum
XP DSDM FDD
TDD
Kanban SAFe
Customer involvement
Incremental value
Fast learning

DevOps??
“…rather than being a market per se, DevOps is a philosophy, a
cultural shift that merges operations with development and
demands a linked toolchain of technologies to facilitate
collaborative change” Gartner
“…a cultural and professional movement that stresses
communication, collaboration and integration between software
developers and IT operations professionals”
DevOps Institute
“…an organizational mindset for continuously improving value
from the digital value chain by enabling cross-functional
collaboration on process, technology and behavior level”
Dave van Herpen

Business and IT Drivers
 What’s driving the
adoption of DevOps
and Agile ways of
working?

The value of DevOps
END SILO THINKING
& BUDGETING
REDUCE REWORK
& DELAY
RELIABLE, FREQUENT
& TRANSPARENT
DEPLOYMENTS
CLEAR OWNERSHIP &
MATCHING WOW TO
VOLATILE MARKET
Customer Satisfaction
Optimal value & risk
Short TTM
Efficient operations
Business
driven
Feedback
loops
Fast flow
Multidiscipl.
teams
Generic business driver How DevOps helps Value

10
1) Business value driven
Agile
Development
fixes this
Lean Startup
fixes this
DevOps Lite
fixes this
DevOps creates end-to-end Agility and Value creation.

Related themes/methods
DevOps
Agile
Lean
TOC
Cloud
CD
ITIL

Perceptions: ITIL
Is it:
 Bureaucratic?
 Negative?
 Yesterday’s news?
 Process driven?

Perceptions: ITIL
Or….
 How IT is ‘done’
 Contractually required
 Millions of certified
professionals
 Common language

DevOps and ITIL together
Strategy
Design
Transition
Operation
Improvement

Sluggish Organisations
 Processes evolve over time
 Errors lead to an increased desire for control
 Metrics become meaningless
 Process vision is lost

Perceptions: DevOps
Is it:
 JFDI?
 Tech driven?
 Dangerous?
 Wild west?

Perceptions: DevOps
Or…..
 Exciting
 Attractive
 The future

The First Way: Flow
 Understand the flow of work
 Always seek to increase flow
 Never knowingly pass a defect downstream

The Second Way: Feedback
 Understand and respond to the needs of all
customers – both internal and external
 Shorten and amplify all feedback loops
 Emphasize right to left feedback

The Third Way: Continual
Experimentation and Learning
 Allocate time for the
improvement of daily
work
 Create rituals that
reward the team for
taking risks
 Introduce faults into
the system to
increase resilience

Keep CALMS and DevOps
Culture Automation
Metrics Sharing
Lean

Time for a Break...
Next up:
 Techniques for DevOps and Agile

Kanban for ITSM
►“Visual card”
►Toyota (TPS)
►Limit inventory & WIP
►Excess inventory = waste
►Time spent on excessive activities = waste

Kanban for ITSM
Foundation:
►Start with your existing process
►Respect current roles and responsibilities
►Strive for continuous improvement
►Everyone is a leader
Process principles:
►Visualize the workflow
►Limit WIP
►Pull work from left to right
►Monitor, adapt, improve

Scrum for ITSM
3 roles
Product Owner
Scrum Master
Team Member
4 ceremonies
Sprint planning
Daily scrum
Sprint demo
Retrospective
4 deliverables
○ Product Backlog
○ Sprint Backlog
○ Burndown Chart
○ Potentially Shippable Product

Select your challenge
1. Design a Kanban board for
an IT service team
2. How could you apply Scrum
to ITSM (e.g. service
planning, evaluation, CSI)
3. Which information/ practices
would you bring from your
support/ops towards dev?

Process = consistent
way of doing
repeatable tasks
Ideal for automation

Process = free time to
focus on the complex
stuff
Process = streamlined
decisions

Agile ITSM
 Traditional ITSM rollout
methods don’t always
work well
 Apply Agile principles to
ITSM design
 Allow faster feedback
 Get better at process
integration

Agile ITSM: Change
 Go back to first principles
 Leverage automation
 Examine the desired rate of
change
 Adapt change authorization,
documentation etc.

Agile principles & ITSM
ITIL® Practitioner’s 9 Guiding Principles
Agile ITSM Manifesto

Selling DevOps
 In groups of 4,
identify potential
risks (impediments) &
opportunities when
adopting DevOps in
your organisation
 Here’s some
inspiration...

DevOps and Agile in an ITSM world

 Recommended reading:
– The Phoenix Project
– The Goal
– Principles of Product
Development Flow
– Lean Startup
 Contact details
The End

Contact Details
 Claire@itsm.zone
 Twitter: @ClaireAgutter
 Linkedin: Claire Agutter
 Facebook: nope
 dave.van.herpen@sogeti.com
 Twitter: @daveherpen
 Linkedin: davevanherpen
 Facebook: dave.vanherpen

DevOps and Agile in an ITSM world

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