WELCOMESan Francisco Bay AreaLocal Chapter Meeting

February 16, 2017

Today’s Meeting Agenda11:30 – 12:00• Registration/Networking/Lunch • Introductions

12:00 – 1:30• Announcements• Keynote - How DevOps Thinking Can Improve Service and Support

Informal DiscussionRaffle Drawing

Thank you to LinkedIn and Ellie Mae for hosting our meeting location today

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Today’s Speaker

Roy AtkinsonHDI Senior Writer/Analyst

Introductions• Connect with 2 or 3 people who are “new to you”

– Find out their answers to the following questions: • 1 – Their name • 2 – Company • 3 – Functional Title (what they do) • 4 – Number of years they have worked in IT • 5 – Find three things you have in common - For instance you all like the beach

• Connect with another group and share the things you have in common

Extra Credit – take a picture while you are doing this and post to our SFHDI Facebook Page - https://www.facebook.com/BayAreaHDI

• Each year, HDI works jointly with the local chapters to identify and award the highest honors in the technical service and support profession.

• Nominations open in August• The SFHDI chapter winners compete with their peers regionally to

represent at the HDI Annual Conference & Expo• An exclusive membership benefit

– Analyst of the Year– Desktop Support Technician of the Year

Let’s Celebrate our Award Winners!

http://ThinkHDI.com/IndustryAwards

2016 SFHDI Award WinnersAnalyst of the Year

Paul MakLinkedIn

Desktop Support Technician of the Year

Luis TorresSynopsys

San Francisco Bay Area HDI Board of Directors

VP CommunicationsCathy Miller (LinkedIn)

VP ProgramsRob Matheson (CompuCom)

VP Vendor SponsorshipsJosh Furr (LinkedIn)

Co-VP FinanceNenita Rozzi Bren Hanson (Exchange Bank)

Past President/Chapter AdvisorLarry Motsenbocker (Fujitsu)

PresidentTerri Oropeza (Synopsys)

Members at Large - Leadership CouncilDawn Dunn (Wilson Sonsini Goodrich & Rosati

Hillary Hernandez (Robert Half Technology)Karen Whitcomb (Ellie Mae)

James Hagan (LinkedIn)

Grow your career, build your network, and utilize industry resources

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• HDI Training Experience | March 20-24, 2017 | Phoenix, AZ. – A tech support training experience unlike any other, with savings of up to $700! Learn

more at ThinkHDI.com/HDITrainingExperience.• HDI members automatically save $100.• Save $200 when you register during early bird pricing.• Bundle and save $200 when you combine courses• Save $200/person if you send 3+ people from your organization. • Every registrant who uses your Local Chapter code, gets $50!

• Local Chapter Code is TBSF• The 2016 Technical Support Practices & Salary Report is Here!

– Gain insights on metrics, ticket management, operations, technology use, and support salaries from 2016.

– Be sure to get your copy of this free, members-only report • http://connect.thinkhdi.com/viewdocument/2016-technical-support-practices

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Upcoming Meetings and Events• Webinar – Feb 16, 2017 – 10 am

– The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health

• March 17 – The Future of AI in IT– Mountain View @ Synopsys - Multicast in SF and East Bay

• Webinar - Mar 30, 2017 – 10 am– The Pursuit of Award-Winning Service Improvement: A Case Study from CGI

Federal

• April 6 – Sacramento HDI Big Event One Day Conference• April 28 – Authentic Leadership with Julie Mohr

– East Bay location. Multicast in SF and South Bay

• May 9-12, 2017 HDI Annual Conference– Connecting the World of Technical Support

• Gaylord National | Washington, D.C.• The most comprehensive four-day event covering all aspects of the technical

support industry

• June 7 - TBD Local Chapter Meeting• Summer 2017 – SFHDI Tech Taps

– Locations in SF, South Bay and East Bay To Be Announced

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Thanks to our Sponsors

A word from our sponsor

How DevOps Thinking Can Improve Service and Support

California Chapters • February 2017Roy Atkinson

Senior Writer/Analyst, HDI

About

• 15 years experience as a practitioner• White papers, SupportWorld articles, research

reports• HDI and FUSION Conference Faculty• Co-host: DevOps FUSION 2015• DevOps / Agile Track Chair

FUSION 2016, 2017• Chapter Advisor - HDI Northern New England• Advanced Management Strategy

Tulane University Freeman Graduate School of Business

Twitter: @HDI_Analyst | @RoyAtkinson

Agenda

• A brief history of DevOps• Myths about DevOps

– Why DevOps isn’t just about automation– Why DevOps doesn’t mean ITIL® is dead

• The Three Ways of DevOps • How support can learn and benefit from DevOps

ITIL is a registered trademark of AXELOS, Ltd.

But first, our theme song…

Ooooooooooooohhh…

San Diego, San Francisco, LA, SacramentoProbably I won’t remember where I even went-ohWe will talk about the DevOps to a great extent-ohSan Diego, San Francisco, LA, Sacramento!

Here is a framed picture of the magic bullet that cures all IT problems:

Before we start

In the Beginning…

#DevOpsDays

Patrick Debois

John Allspaw and Paul Hammond

Live stream

#DevOps

What is DevOps, Anyway?

DevOps is “the set of cultural norms and technical practices that enable organizations to have a fast flow of work from Development through Test and deployment, while preserving world-class reliability, availability, and security.” – Gene Kim

DevOps

October 2016

DevOps: The Myths

DevOps:1. is only for startups2. replaces Agile3. is incompatible with ITIL®

4. means eliminating IT Operations5. is just “Infrastructure as Code” or Automation6. is only for open-source software7. is incompatible with information security and

compliance

DevOps Handbook, xiv-xvi

1. DevOps is only for startups

DevOps: The Myths

2. DevOps replaces Agile

• DevOps and Agile are compatible• Agile is an enabler of DevOps

DevOps: The Myths

2. DevOps replaces Agile

DevOps: The Myths

3. DevOps is incompatible with ITIL®

DevOps: The Myths

A well-tended service management road…Can DevOps and ITIL co-exist? A story of two IT service philosophies – ZDNet

But Don’t Take My Word for It

4. DevOps means eliminating IT operations

DevOps: The Myths

“No Ops”

5. DevOps is just “Infrastructure as Code” or Automation

DevOps: The Myths

Source: DevOps.com

6. DevOps is only for open-source software

DevOps: The Myths

Achieving DevOps outcomes is independent of the technology being used.

- The DevOps Handbook

7. DevOps is incompatible with information security and compliance.

DevOps: The Myths

Instead of a final check at the end of the assembly line,controls are integrated into every stage of daily work.

The Three Ways

The Three Ways

The Three Ways

Does this remind you of anything?

KCS

Where Are We Now

HDI Research Brief, February 2016

Where Are We Now

Where Are We Now

The First Way

Systems Thinking:Start looking at the complete value chain

through to the customer.

Dev Ops - Support

Marketing

Sales

Custome

r Service

Customer

The Second Way

Feedback loops

Dev

Ops - Support

Marketing Sales

Customer Service

Customer

The Third Way

Experimentation and learning

Devps -

SupportMarketing Sales

Customer Service

Customer

Dev

Ops - Support

Marketing Sales

Customer Service

Customer

In Other Words

Barclay Rae: ITSM Goodness

How Support Can Learn from DevOps

Silos are for corn, not companies.

Conclusions

• No framework or methodology will, by itself, cure all your problems

• Don’t believe the hype• Don’t believe the myths• Have your ITSM house in order• Learn from and work with DevOps initiatives in your

organization• Get involved early and often• End the blame game• Collaborate

Contact me:roy.atkinson@ubm.com

@RoyAtkinson | @HDI_Analyst

This Friday, February 17: How are you handling knowledge management?

Please complete our survey

https://goo.gl/iClK4u

And the winner is…• Random drawing from all three sites for

today’s lucky winners– Plantronics Voyager 5200 UC

• Donated by– Amazon Gift Card Provided by SFHDI– Predator FPV Drone

• Donated by CDW