#devops_or_die - DevOps and ITSM why service managers needs to pay attention to devops

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DevOps for Service Managers
Johann Botha
twitter: #devops_or_die, #devopsinst, #devops, #itsm, #agile
https://www.linkedin.com/topic/devops-culture
http://www.get-it-right.com
DevOps - the role it will play in future IT organisations
Are ITIL & COBIT dead or is DevOps just another way of doing the same thing?
Presented at the Johannesburg Chapter of the
itSMFMarch 2016 © getITright 2015/61

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What DevOps is not
• It is not about tools.. only – although tools plays a significant part in
DevOps.
• It is not best practice, its new and emergent – best practice is always old,
tried and tested - it is never leading edge, free-thinking and emergent.
• DevOps is not a definitive framework or a standard – definitive frameworks
and standards have a better place when talking about best-practice.
• There is no one right way in DevOps - there are only generally accepted
practices and principles.
• DevOps is not owned by ANYONE – it is truly in the public domain.
• DevOps does not compete with or replace any of the existing best-practices
– it rather talks about a different way of doing what ITIL®, COBIT®, Etc. say
you should do.
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What DevOps really is
• DevOps is emergent practice developed by
practitioners for practitioners
• There are some authoritative sources
• Based on Agile and Lean principles
• DevOps is about multi-disciplinary teams
• DevOps focus on the how and the now!
DevOps is a cultural and professional movement that stresses
communication, collaboration and integration between software
developers and IT operations professionals.
© 2013 Simon Sinek, Inc.
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What DevOps really is
continuous
integration &
testing
continuous
delivery &
deployment
continuous
operation
continuous assessment
continuous assessment
agile
development
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The need for DevOps
• Accelerated demand for quality services and better UX
• The interdependence of IT functions
• The need for a culture of collaboration and communication.
• Virtualised and cloud infrastructure. (Public cloud providers ALL use
DevOps.)
• Encourages the use of automation and cater for:
• Infrastructure as code
• Data centre automation and configuration management tools
• Monitoring and self-healing technologies
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Significant DevOps users
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DevOps and Agile/Lean/Six Sigma
• Multi-disciplinary teams
• Iterative
• Focus on value
• Short cycles
• Relies heavily on measurement and monitoring
• Destroys waste (muda, mura & muri)
• Continuous assessment, learning and improvement
“The (completely achievable) goal aligns IT goals with business goals by
removing all of the bottlenecks, inefficiencies, and risks between a business
idea (the ‘ah-ha!’) and a measurable customer outcome (the ‘kaching!’).”
Damon Edwards
Muda
(waste)
Mura
(inconsistency)
Muri
(overburden)
Lean
3M
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2015 state of DevOps report
• High-performing IT organizations deploy 30x more frequently with 200x
shorter lead times; they have 60x fewer failures and recover 168x faster.
• Lean management and continuous delivery practices create the conditions
for delivering value faster, sustainably.
• High performance is achievable whether your apps are greenfield,
brownfield or legacy.
• IT managers play a critical role in any DevOps transformation.
• Diversity matters.
• Deployment pain can tell you a lot about your IT performance.
• Burnout can be prevented, and DevOps can help.
March 2016 © getITright 2015/68

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DevOps vs ITIL & Cobit
there is no VS
in this equation!
“It is my firm belief that ITSM and
the DevOps movement are not at
odds. Quite to the contrary, they’re
a perfect cultural match.” Gene Kim
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QUESTIONS about DevOps AND ITIL
• What is the ITIL process that handles development?
• What process in ITIL deploys infrastructure?
• Release and deployment management
• Which processes in ITIL require you to build models?
• Change, Transition Planning and Support, Release and Deployment Management,
Configuration Management – more but for now these are important.
• Have your organisation done this?
• Really – honestly?
• What is the purpose of a model?
• Define repeatable steps with clear boundaries, roles involved, responsibilities and
controls – yes more but for now these are important.
• What is the definition of a standard change?
• We will get to this in a few slides.
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DevOps, ITIL and Models
• Transition Models
• Change Models
• Configuration Models
• Release Models
• Test Models
• Deployment Models
Who (should) build these models?
• Process owners with the help of Technical and Application Management
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DevOps, ITIL and Standard Changes
“A standard change is a change to a service or other CI for which the
approach is pre-authorised by change management, and this approach
follows an accepted and established procedure to provide….. Every standard
change should have a change model that defines the steps to follow…..
Authorisation for each occurrence will be granted by a delegated
authority….. The crucial elements of a standard change are…..Defined
trigger/s, task are well known, documented and proven, authority is given in
advance…….The risk is USUALLY low and ALWAYS well understood.”
(ITIL ST 4.2.4.7)
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DevOps, ITIL and AUTOMATION
Changing the PIR agenda for the best, for good – just add a few steps.. (ITIL ST 4.2.5.10)
• Change met objectives?
• Users, customers, stakeholders content?
• Unexpected side effects?
• Plan worked with resources as planned and was implemented on time in budget?
• Remedial plan functioned correctly?
• What can we learn from this and do better next time?
NOW ADD….
• Will we do this again and if so, will we do it in the same way?
• Can we define the implementation approach and reuse this safely (build change & release models)?
If you can – you have just identified another standard
change that is a candidate for DevOps Automation!
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The lesson here….
• The better you get at building models, the less
changes you have to put through the normal
change process…..
• The more change/release automation you can
do….
• Which is basically…… DevOps!
• Which means that you can accelerate change
tempo and success rate!
March 2016 © getITright 2015/614
build
test
release
deployrun
measure
plan
code

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How would DevOps deploy a change?
Component
Component
Component
Integration
System Unit Functional
Performance Integration
Production-like environment
Usability
Security
Production-like
environment
Source code management SOFTWARE MANAGEMENT SYSTEM Definitive Media Library
Live service
Monitoring &
measurement
DEV
package & build
TEST
testing laboratory
Stage Prod
operations environment
continuous integration continuous testing continuous monitoring
continuous delivery
shift left concerns and issues feedback
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How would ITIL deploy a change?
Component
Component
Component
Integration
System Unit Functional
Performance Integration
Production-like environment
Usability
Security
Production-like
environment
Source code management SOFTWARE MANAGEMENT SYSTEM Definitive Media Library
Live service
Monitoring &
measurement
DEV
package & build
TEST
testing laboratory
Stage Prod
operations environment
continuous integration continuous testing continuous monitoring
continuous delivery
shift left concerns and issues feedback
plan build test pilot? deploy ELS run/support
CMS
change management and change evaluation
ITIL release management
March 2016 © getITright 2015/616

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DevOps (Lean) ways
Component
Component
Component
Integration
System Unit Functional
Performance Integration
Production-like environment
Usability
Security
Production-like
environment
Source code management SOFTWARE MANAGEMENT SYSTEM Definitive Media Library
Live service
Monitoring &
measurement
DEV
package & build
TEST
testing laboratory
Stage Prod
operations environment
continuous integration continuous testing continuous monitoring
continuous delivery
shift left concerns and issues feedback
The First Way – Flow
Understand and increase the flow of work (left to right)
Fail,
forward,
fast!
Tom Peters
March 2016 © getITright 2015/617

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DevOps (Lean) ways
Component
Component
Component
Integration
System Unit Functional
Performance Integration
Production-like environment
Usability
Security
Production-like
environment
Source code management SOFTWARE MANAGEMENT SYSTEM Definitive Media Library
Live service
Monitoring &
measurement
DEV
package & build
TEST
testing laboratory
Stage Prod
operations environment
continuous integration continuous testing continuous monitoring
continuous delivery
shift left concerns and issues feedback
The First Way – Flow
Understand and increase the flow of work (left to right)
The Second Way – Feedback
Create short feedback loops that enable continuous improvement (right to left)
Netflix have a team that
purposely introduce errors to the
LIVE environment so see how
quickly it can be fixed!
March 2016 © getITright 2015/618

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DevOps (Lean) ways
Component
Component
Component
Integration
System Unit Functional
Performance Integration
Production-like environment
Usability
Security
Production-like
environment
Source code management SOFTWARE MANAGEMENT SYSTEM Definitive Media Library
Live service
Monitoring &
measurement
DEV
package & build
TEST
testing laboratory
Stage Prod
operations environment
continuous integration continuous testing continuous monitoring
continuous delivery
shift left concerns and issues feedback
The First Way – Flow
Understand and increase the flow of work (left to right)
The Second Way – Feedback
Create short feedback loops that enable continuous improvement (right to left)
The Third Way – Continuous experimentation and learning
Create a culture that fosters, experimentation, taking risks and learning from
failure, understanding that repetition and practice is the prerequisite to masteryQuality has to be
caused, not controlled.
PB Crosby
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Improvement is simplification!
“Perfection is achieved, not
when there is nothing more
to add, but when there is
nothing left to take away.”
Antoine de Saint-Exupery
March 2016 © getITright 2015/620

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DevOpsandtools
March 2016 © getITright 2015/621

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DevOps and the future IT organisation
• Virtualisation, cloud and application sourcing will make many IT roles obsolete!
• Ditto for IT processes!
• Users / customers can build cloud based applications like “Lego blocks”, test it
themselves using pre-defined test models and deploy. They can do this with
rudimentary development/scripting skills.
• The search for UX necessitates on-the-fly updates to code and functionality,
always faster…
• Skills required by IT is evolving (away from technology if you are a
Type-1 service providers. Also remember that the bulk of IT people are
employed herein Type-1 service providers).
March 2016 © getITright 2015/622
The API is KING!

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Skills to future-proof your career
Key future business and IT skills:
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DevOps

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DevOps Training
• DevOps Foundation
• Certified Agile Service Manager
• Certified Agile Process Owner
• Agile Project Manager
• Scrum
• Lean IT
March 2016 © getITright 2015/624
Other Training
ITIL COBIT ISO20000 ISO27001
Cybersecurity BCM/ITSCM QM/QMS Cloud Computing
Service Desk IT Strategy IT Governance Lean 6 Sigma

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more about Johann
March 2016
• 30+ years IT experience – most in an executive manager or an IT management-practice coach/trainer/consultant role.
• Worked in 18 countries - mostly for government, financial services and IT companies.
• itSMF South Africa – Lifetime Achievement Award for making a significant contribution to body of knowledge and community of practice
• Actively involved in the development of IT management practices and standards – contributing SME COBIT 5 and ISO20000
• Fellow and founding EMEA board member of the Practitioners in Service Management Institute (priSM).
• Past Chair of the IT Service Management Forum (itSMF) in South Africa.
• Past governance committee member – Adaptive Service Model (TSF) International.
• Author or co-author on service management and the governance of IT (co-author of the ISACA bestseller – COBIT users guide for Service
Managers and an subject matter expert participant in the development of COBIT 5).
• Accredited trainer for ITIL, COBIT 5, C5 NIST Cybersecurity, Scrum, ISO9001/20000/27000/22301, LEAN and DevOps
• CGEIT (Certified in the Governance of Enterprise IT / ISACA), ITIL Expert, Certified C5 Assessor & Agile Practitioner
• Chartered IT Professional (Member of the British Chartered Institute of IT)
• Master of Business Administration, Post-graduate Certificate in Management, Certificate in Organisational Behaviour, Diploma in Digital
Electronics
You can contact Johann at: johann.botha@get-it-right.co.za or +27 (0) 82 772 6452
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TM
© getITright 2015/625