Siloed IT and development organizations are becoming a thing of the past. If you are looking for ways to improve IT operations to support your dev teams, this talk is for you. Join Paul Buffington, Principal Solutions Engineer at Atlassian, as he shares ways to improve how IT teams work in a DevOps environment. We'll cover incident response to outages and and how to reduce resolution time. You'll see how a Service Catalog, Runbooks and Post Incident Reviews (PIRs) help unify these teams. ChatOps and automation are also key to success and topics for discussion. Finally we'll look at ways to create fast and continuous feedback. Paul Buffington, Principal Solution Engineer, Atlassian

1. PAUL BUFFINGTON | PRINCIPAL SOLUTION ENGINEER | SAN FRANCISCO
Scaling IT Operations
in a DevOps World

2. “IT teams must start planning for DevOps
in 2017, or in 2020 you will be irrelevant.”
George Spalding, VP - Pink Elephant

3. Services First World

4. SERVICE MANAGEMENT
web storesales payroll purchasingdata storageIT supportcollaborationemail
IT
Service Management

5. Barriers
IT AND DEV TEAM BARRIERS
web storesales payroll purchasingdata storageIT supportcollaborationemail
IT Support toolsDev tools
Service Management
Release
Bug
Change
Problem
?
Incident
ITDev
Code

6. 74%…of IT teams are notified after software
is operationalized into production.

7. 28%…of IT teams use a tool that integrates with
development’s tool.

8. Dev and IT better together
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COLLABORATION
COLLABORATION
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P
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Dev IT

9. Transforming
IT teams
Technology
Process
People / Culture

10. Lean Transformation
Many IT organizations are moving from legacy waterfall
approach to IT projects to adopting Lean and Agile methods
Scaling IT
Operations
Centralize
Transformation
Automate
Communicate

11. A service desk built for DevOps
With IT and dev teams on a shared central platform they
improve visibility and collaboration.
Scaling IT
Operations
Dev IT
Centralize
Transformation
Automate
Communicate

12. Open Communication Lines
Improve communications with stakeholders and customers
Scaling IT
Operations
Communicate
Builds trust Cuts support costs Always up
Centralize
Transformation
Automate

13. Communicate
Centralize
Transformation
Automate
Scaling IT
Operations

14. Automate repetitive tasks
Streamline the way IT and dev teams work
Scaling IT
Operations
Automation
Communicate
Centralize
Transformation
Automate

15. Incident
Response
Fast MTTR
Mean Time to Resolution (MTTR)
Collaboration
Share
Knowledge
Continuous
Feedback

16. ChatOps
Incident
Response
Collaboration
Leverages IT & dev
team knowledge
Collaborate in
real-time
Lower incident
MTTR
Incident swarming+
Fast MTTR
=
Place the tools in the middle of conversation
Share
Knowledge
Continuous
Feedback

17. Incident
Response
Collaboration
Fast MTTR
Share
Knowledge
Continuous
Feedback

18. Incident
Response
Collaboration
Fast MTTR
Share
Knowledge
Continuous
Feedback

19. Incident
Response
Collaboration
Share
Knowledge
Continuous
Feedback
Fast MTTR

20. Summary
- do your homework - many great
resources to start your journey!
- invest in creating a team culture of
innovation and collaboration
- seek to understand the greatest
opportunity
- begin with one IT Ops/ SRE team /
Learn and grow from there
Q&A
- JIRA Service Desk provides lean ITSM
that can quickly scale across your org

21. Thank you!
PAUL BUFFINGTON | PRINCIPAL SOLUTION ENGINEER | SAN FRANCISCO