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Run IT Support the DevOps Way

Date post:14-Apr-2017
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  • How to Run IT Support the DevOps Way

    John Custy Managing Consultant

    JPC Group

    Sarah Khogyani Product Marketing Manager


  • John CustyService Management Practitioner, Consultant and Educator

    [email protected]

    Ron Muns Lifetime Achievement Award IT Industry Legend Cherwell Software Distinguished Professional in IT Service Management ITIL Expert and ITIL Accredited Trainer ISFS, ISMAS based on ISO/IEC 27002 ISO/IEC 20000 Consultant DevOps Certified Instructor KCS Verified Consultant HDI Faculty & Certified Instructor

    Twitter: @ITSMNinja Facebook: John Custy LinkedIn: johncusty

    mailto:[email protected]

  • D E V O P S O V E RV I E W

    TO D AY

    D E V O P S VA L U E S

    D E V O P S F O R S U P P O R T


    C R I T I C A L S U C C E S S FA C TO R S

  • Todays situation

  • Rising business expectations



    Todays situation

  • MobileCloudBig data

    New technologies


    Agile development

    Todays situation

  • Lots of changes, not deployed quickly enough Ops, QA, Testing, Support not aligned with development

    Deployment failures have risk of downtime Development and ops must work together

    What about IT Operations?

    Todays situation

  • IT Challenges


    Continuing pressure to improve relevance of services.

    BalanceIT must balance the rate of change with stability.


    Scattered data or lack of data at all limits incident and problem understanding.

  • Support Challenges of all incidents are due to changes


  • Support Challenges Support is often unaware of changes being made to services they support.

    What changes?

  • Support Challenges Duplication of work happens in support and across IT groups.


  • Support Challenges Support is hidden from developers, product owners and product



  • DevOps Overview

  • ReliableAgile

    High-Performing IT Organizations:


    60x fewer failures

    Recover 168x faster

    Deploy 30x faster

    Lead times 200x shorter

    2x more likely to exceed profitability, market share and productivity goals

    Source: Puppet Labs 2014 and 2015 State of DevOps reports

  • Reliability

    What do customers care about?

    New functionality

  • Enabling the business and their customers by providing more reliable services. When theres an interruption, theyre able to

    recover faster and minimize impact to the business.

    High-performing IT organizations are

  • Enabling the business

    High-Performing IT Organizations:

  • What is DevOps?

    DevOps is a movement that advocates a collaborative working relationship between development and IT operations.

  • Development Operations

    Everyone involved in developing software products and services.

    Everyone involved in delivering, managing and supporting the

    products and services.

    Agile working relationship

  • Where did DevOps come from?

    Processes in place today arent meeting business needs. Response to bureaucratic processes

  • Notable DevOps practitioners:

  • DevOps Principles: The Three Ways

  • DevOps Principles

    Dev Ops

    Business Customer

    The first way: systems thinking

  • DevOps Principles

    Dev Ops

    The second way: amplify feedback loops

  • DevOps Principles

    The third way: continual experimentation and learning

    Dev Ops

  • Agile and Lean

    DevOps enablers:

    Agile and lean development and service management practices

    Automation Service Frameworks

    Data center automation, configuration management,

    monitoring, self-healing

    ITIL, ISO/IEC 20000, Kanban, Value stream


  • DevOps Values

  • Keep C.A.L.M.S. and DevOps On

  • Automation




    Applied to IT support


  • Automation




    Applied to IT support


  • Culture

    Focus on results

    Understand behaviors

    Good communication


    Kanban boards

    Hack days

    Chatrooms or sharing space

  • Knowledge management Known errors at deployment

    Link articles to problems


    End-to-end linking Link incidents, problems and requests

    to changes and releases

    Reliable deployment Continuous integration, continuous

    delivery and continuous deployment

    Testing Support requirements

    Proactive monitoring Visibility to support

  • Lean

    Eliminate waste

    What am I doing that doesnt add value?

    Pull vs. Push Driven by customer demand

    Continuous improvement

    Small iterations

    Failure is normal

    What was learned?

  • Waterlilies & Lean

  • MTSR Mean-time-to-restore

    Did it increase or decrease?


    MTTR Mean-time-to-repair

    Did it increase or decrease?

    Repetitive issues Did it increase or decrease?

    SLAs/OLAs Service level agreements and

    operational level agreements

    What is the impact of deployments to achievements of service level targets?

    Cost per incident

    Total cost of support

    Cost of downtime

  • Sharing

    ViewsGoals Priorities

    Process Knowledge systems


    Codebase Toolsets





  • OutcomesVisions and goals must be linked to business outcomes.


  • OutcomesEnsure categorizations and tools enable collaboration.


  • OutcomesIncidents, problems and changes are part the backlog.


  • OutcomesContinually improve service design, service transition and service operations.


  • What does success look like?

  • Learning

    Sense of urgencyCommon goals

    Critical success factors:

    Culture change

    Everyone agrees to set goals.

    Understanding for each of these goals.

    People, processes and automation.

    A common vocabulary.

    Metrics Reinforce behaviors

    Ensure goals are set on outcomes.

    Reward and recognize teams.

  • Thanks for watching!

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