Futureproof your ITSM
-
Upload
claire-agutter -
Category
Leadership & Management
-
view
343 -
download
0
Transcript of Futureproof your ITSM
Futureproof your ITSM
Claire Agutter
© Scopism Limited 2016
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, director at Scopism Limited Interested in anything that helps IT work better
What’s driving change?
© Scopism Limited 2016
Sluggish Organisations Customers expect more, faster Processes evolve over time Errors lead to an increased desire for control Metrics become meaningless Vision is lost
© Scopism Limited 2016
Perceptions of IT Bureaucratic Likes to say “no” Old fashioned Process drivenBut…. How IT gets ‘done’ Contractual requirements Millions of certified professionals
© Scopism Limited 2016
Yes Please
Enterprises want the results, but not the riskThey need to understand the journey
© Scopism Limited 2016
What Now???
“Oh good….a new management initiative”
What should be on your radar Shift Left DevOps, Rugged DevOps, DevSecOps Agile Agile service management Lean
The future
© Scopism Limited 2016
Shift Left - Dev
Shift left testing is an approach to software testing and system testing in which testing is performed earlier in the lifecycle (i.e., moved left on the project timeline). It is the first half of the maxim "Test early and often.”
© Scopism Limited 2016
Shift Left - Ops
Decreasing support costs and impact
Self Help Service Desk/Tier 1 2nd Line 3rd Line
© Scopism Limited 2016
DevOps
© Scopism Limited 2016
What is it?“…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
© Scopism Limited 2016
Perceptions: DevOps JFDI Tech driven Dangerous
But…..
Exciting Attractive The future
© Scopism Limited 2016
CALMS
Culture Automation
Metrics Sharing
Lean
© Scopism Limited 2016
Agile
© Scopism Limited 2016
Individuals and interactions
Processes and tools
Working software
Comprehensive documentation
Customercollaboration
Contract negotiations
Responding to change Following a plan
WE VALUE
While there is value in the items on the right, we value the items on the left more
OVER
© Scopism Limited 2016
Scrum PillarsScrum
Transparency Inspection Adaptation
© Scopism Limited 2016
Agile Service Management
© Scopism Limited 2016
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
© Scopism Limited 2016
Lean
© Scopism Limited 2016
Lean ITSM
More value, less resources Processes focused on customer outcomes Minimise waste
Sound familiar?
© Scopism Limited 2016
How do you get started?
© Scopism Limited 2016
Culture Leaders need to define outcomes >>behaviours Agree and measure Train Reinforce Improve
It might get worse before it gets better
© Scopism Limited 2016
Enterprise level adoption Scary for some large orgs Procurement and business case processes not built for agile ways of
working Teams not used to working autonomously Greater demands from end users Shadow IT
© Scopism Limited 2016
Process Exploration Days Hack days or Shipit days for processes Innovation isn’t just about products We can all be explorers Rotation days also work Communities of practice Lunch!
© Scopism Limited 2016
Rewarding People Use small rewards often, linked to specific
actions Give rewards at unexpected times Reward the behaviour, not just the results Reward peers, managers and subordinates Reward publicly
© Scopism Limited 2016
Find the Purpose Collect stories about the process – good, bad, indifferent Select examples of what you do/don’t want to happen in future Find items that represent stories Compare the process purpose with the organisational and procedural
level purposes Avoid the management jargon
© Scopism Limited 2016
Agile SM Start Points Limit WIP and focus teams Where does work come from? Autonomy and self-organising teams Flow Inspection
© Scopism Limited 2016
Agile ITSM: Support Helpdesk calls = feedback Problem management = improving daily work Incident management = opportunities for improvement Leverage automation (shift left)
© Scopism Limited 2016
Learn from history What have you done that’s worked? Have new ways of working always had a business case?
Remember it’s not a best practice competition
© Scopism Limited 2016
Next Steps - Personal http://devops.com http://devopsinstitute.com/ Events: DevOps Days Events: DevOps Enterprise Summit Books: Phoenix Project Books: Lean Start-up Training: DevOps Foundation, Certified Agile Service Manager
© Scopism Limited 2016
Takeaways to consider What can you learn from how you do ITSM now? Where does innovation live in your organisation? How do Dev and Ops interact? Is your service management agile? Are you doing management or creating value?
© Scopism Limited 2016
Any Questions?
© Scopism Limited 2016
Contact [email protected] Twitter: @ClaireAgutter LinkedIn: Claire Agutter (07867) 505661