Innovate ITIL with DevOps - ITSM Academy · DevOps & ITIL Overview. Really it should be...
Transcript of Innovate ITIL with DevOps - ITSM Academy · DevOps & ITIL Overview. Really it should be...
Sean D. Mack @SeanDMackNYC@xOps
Innovate ITIL with DevOps
@SeanDMackNYC @xOps
Overview
• DevOps & ITIL Overview
• Incident Management
• Problem Management
• Change Management
• Organizational Considerations
• Conclusion & Next Steps
xOps
DevOps & ITIL Overview
Really it should be BusProdDevTestQASecOps
A DevOps Approach to Incident Management
@SeanDMackNYC @xOps
Collaboration & ChatOps
@SeanDMackNYC @pmchrislee
@SeanDMackNYC @xOps
Automation
• Communication
• Find common incidents and automate the solution
• Machine learning and predictive analysis
A DevOps Approach to the Problem Management
@SeanDMackNYC @xOps
@SeanDMackNYC @xOps
@SeanDMackNYC @xOps
Blameless Postmortem
• Encourage learning
• Understand how
• Seek out Second Stories
• Instead of punishing engineers give them authority to improve
• Encourage people who do make mistakes to be the experts
Adaptive Change Management
@SeanDMackNYC @xOps
RISK = PROBABILITY * IMPACT + TEAM PERFORMANCE OFFSET
@SeanDMackNYC @xOps
@SeanDMackNYC @xOps
@SeanDMackNYC @xOps
Organizational Considerations
@SeanDMackNYC @pmchrislee
@SeanDMackNYC @pmchrislee
Conclusion and Next Steps
@SeanDMackNYC @pmchrislee
High performing DevOps teams
46xMore frequent deployments
440xFaster lead time
@SeanDMackNYC @pmchrislee
High performing DevOps teams
5xLower change failure rate
96xFaster mean time to recover (MTTR)
Adaptive Change Management- Define your standard changes
and automate
Collaborative Incident Management- Shared tooling
Engage Operations in Service Design- Define your standard changes
and automate
Release and Deployment - Build your CI/CD pipeline
OpsxRevolutionizing operations.
@SeanDMackNYC @LaurenceMGordon @xOps
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