While ITIL may have gotten a bad rep lately (for being too slow, or bureaucratic), there’s no denying it is essential – and deeply rooted – in the IT operations of many large-scale enterprises. ITIL (fka Information Technology Infrastructure Library) has been around for a long time, and has helped large teams – particularly in industries that are heavily regulated – manage the way IT services are delivered in a predictable and consistent way. • Can ITIL and DevOps work together, towards a shared goal of quality releases, while ensuring governance, auditability, and mitigating the risk of failed releases? • How can teams who already subscribe to an ITIL way of working adopt DevOps practices? • How can ITIL processes for Incident management and Change Management be adapted to an Agile/DevOps way of thinking? Our customers show that the ITIL and DevOps are not mutually exclusive, and that they can work together – and deliver! This talk focuses on processes and specific tooling and integrations for supporting the ITIL/DevOps hybrid in your organization: • How to bridge the gap between ITSM and Continuous Delivery in your team’s day-to-day processes? • How to automate the information gathering and data flow between your ITIL toolset – such as ServiceNow – and the DevOps Automation platforms – ElectricFlow. • Tips and best practices for meeting audit and security requirements, change management procedures, while speeding-up delivery – both for internal IT customers and end users.

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ITIL And DevOps
Chris Fulton, Global Technical Account Manager, Electric Cloud
@cfulton81

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ITIL, ITSM, and DevOps

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How does process fit into DevOps?
• Getting “stuck” in change
management
• How do you stop “waiting for
approvals”
• Should you automate certain
approvals?

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Getting out of waiting for approvals
• Categorize changes
 High / Medium / Low
• Automate information
• Get “humans” out of the
business of creating change
tickets
• Auto-approve low risk
changes, if no dependency

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High Risk Changes
• Contain lots of dependencies
• Could bring down many applications
• These changes might be suited for a traditional “change”
process with human intervention

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Medium/Low risk changes
• Have verifiable test coverage
• Have verifiable pipeline and demonstrated they have
worked in lower environments
• Repeatable changes that have been done before
• Still document and log every step, but auto approve

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Continuous Integration for Process
• Automate the process from
“approved” to deploying to
an environment
• Keep logs of everything (done
for you in ElectricFlow™)

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Practical Example

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Example of DevOps and ITIL process

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ElectricFlow™ Environment

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ElectricFlow™ Pipeline

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Process Explained

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ElectricFlow™ Service Now Plugin
Bi-directional communication plugin
ElectricFlow connects IT Service Management processes
with scalable DevOps Release Automation

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Final Thoughts

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Automating Process
• Think about what a machine can do
• Have easily obtainable logs
• Do not put in place unnecessary gates

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DevOps and ITIL can and SHOULD work together

17. Thank you!
blog: electric-cloud.com/blog
twitter: @electriccloud
Christopher Fulton
cfulton@electric-cloud.com