Date post: | 14-Jan-2017 |
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Technology |
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David Mainville – CEO & Cofounder
Welcome to the Presentation
A Leaders Path to Practical Service Management
A Leaders Path to Practical Service Management
• Leading by example• Striving for excellence• Motivating & mentoring• Proper allocation of resources• People• Process • Tools
To get results!
Results!
A Leaders Path to Practical Service Management
So what is Service Management anyway?
ITIL
Agile
DevOps
BRM
ITSM
A Leaders Path to Practical Service Management
So what is Service Management anyway?
The how doesn’t really matter -
“efficient allocation of our finite IT resources in the delivery of customer-focused service to our clients”
- Just pick an approach and work it!
A Leaders Path to Practical Service Management
DevOps – our framework driving results
Source: DevOps Reference Architecture, Source: IBM
Steer
Develop/Test
Deploy
OperateDevOps
Continuous Business Planning
Collaborative Development
ContinuousTesting
Continuous Release& Deployment
Continuous Monitoring
Continuous Customer Feedback &
Optimization
Continuous Feedback
• We grew into a software company organically
• Struggled with releases
• Product Management was immature
• There was a lot of waste
• We needed focus on the full product lifecycle
So why DevOps?
Self inspection made us aware of our gaps
DevOps – One Company’s Journey
• Better alignment across teams
• Enhanced agility / improved time-to-market
• Higher quality and customer satisfaction
• Improve renewal rates
• All predicated on adding value / removing waste
So why DevOps?
Our goal - A faster path to business value
DevOps – One Company’s Journey
Value Engagement
Requirements Sustainability
A Leaders Path to Practical Service Management
The leaders view
A Leaders Path to Practical Service Management
ValueEnsuring the processes and tools
are making things better
A Leaders Path to Practical Service Management
• Eliminate waste
• Enhance productivity
• Improve satisfaction
• Save time & money
Value
Success is dependent upon delivering value
A Leaders Path to Practical Service Management
EngagementGetting everyone on the same page and moving in the same direction
A Leaders Path to Practical Service Management
• Started with the why
• Can’t build in a vacuum
• Engagement leads to adoption
Engagement
Positive change requires engagement
A Leaders Path to Practical Service Management
RequirementsImplementing processes and tools
based on actual business needs
A Leaders Path to Practical Service Management
• Focus on business outcomes
• Understand the current state
• Build a realistic plan
• Requirements drive tools
Requirements
If you don't know where you are going, any road will get you there." - Lewis Carroll
A Leaders Path to Practical Service Management
SustainabilityRetaining value and building the
foundation for improvement
A Leaders Path to Practical Service Management
• Solidifying positive change
• Process governance
• Holding folks accountable
• Continual Service Improvement
Sustainability
Don’t squander the gains you’ve made
A Leaders Path to Practical Service Management
Driving results through DevOps
• We looked at how we were organized
• We looked at all our relevant processes
• We looked at how we communicate internally
• We evaluated our tools
• Customer Insight• Raygun• Pingdom
• Product Management / Roadmap• Customer Advisory• Hipchat
• Telerik Test Suite• Team Foundation Services• Agile Development
• TFS (Team Foundation Server)
Implemented programs across the DevOps cycle
DevOps – One Company’s Journey
Value Engagement
Requirements Sustainability
A Leaders Path to Practical Service Management
Summary
Practical Service Management starts with YOU!