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Mixing oil and water: devops in an ITSM world

Mixing oil and water: devops in an ITSM world

Devops and ITSM are viewed as mutually exclusive approaches to service delivery.

Worse still, each camp is highly skeptical of the other: devops organisations cowboy changes to production. ITSM organisations crush their people with paperwork and CABs.

But they’re driving for the same outcomes: delivering a quality service to our users, while managing capacity and risk.

Both approaches are compatible, and it's easier to get started and get benefits quickly with devops approaches than you think.

In this talk we will learn:

* What the benefits and risks are for experimenting with devops in your organisation.
* Where to apply devops methodologies in your organisation to manage risk and maximise success.
* How devops can be applied in highly regulated environments.

Lindsay Holmwood

August 24, 2017
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  1. Service design Service transition Service operation Service catalogue management Change

    management Service desk Service level management Release management Application management Availability management Deployment management Operations management Capacity management Service testing & validation Technical management Continuity management Configuration management Event management Security management Incident management Supplier management Request fulfillment Problem management Identity management
  2. Service design Service transition Service operation Service catalogue management Change

    management Service desk Service level management Release management Application management Availability management Deployment management Operations management Capacity management Service testing & validation Technical management Continuity management Configuration management Event management Security management Incident management Supplier management Request fulfillment Problem management Identity management
  3. People in the executive 
 ❤ it because: • it’s

    new and exciting • it delivers value faster • it brings them closer to the customer
  4. People at the coalface 
 ❤ it because: • it’s

    new and exciting • it keeps their skills relevant • it brings them closer to the customer
  5. NOT

  6. Feature: Refund item Scenario: Jeff returns a faulty microwave Given

    Jeff has bought a microwave for $100 And he has a receipt When he returns the microwave Then Jeff should be refunded $100
  7. “People with targets […] will probably meet the targets -

    even if they have to destroy the enterprise to do it.” – Deming