[Atlassian meets dev ops and itsm] ITSM in an Agile World by atlassian 오픈소스컨설팅이 개최한 Atlassian meets DevOps and ITSM 세미나 발표자료를 공유합니다. Atlassian 본사의 솔루션 엔지니어인 'Scott'이 전하는 신속하게 변하는 IT팀을 위한 인력, 프로세스, 제품 전반에 걸친 Atlassian의 전략을 확인해 보세요.

1. SCOTT GOH-DAVIS | SOLUTIONS ENGINEER, APAC | ATLASSIAN
ITSM in an Agile World

2. Based in Sydney
Worked for companies in Australia, Europe, and USA
30 years experience
All in the technology sector, with 20+ years in Presales
Managed several teams
Some good, some great…

3. Agenda
Impact of SDLC "Supernova"
Rethinking Roles / Responsibilities
Agile & ITSM & MTTR
Lean ITSM Whitepaper

4. DevOps - improve quality / deployments
Agile - faster development / smaller changes
ALM - link change to a reason
SCCS - keep track of changes
Chaos - production edits (“final QA”)
DevSecOps

6. Waterfall
Agile (Scrum)
DevOps

7. P
LAN
B
U
ILD
O PERA
TE
DEPL
O
Y
Dev Ops

8. “We aren’t doing ITIL or ITSM any more –
we’re a DevOps shop now.”
“We’re far too process driven and formal to
do DevOps – it won’t happen here.”
FAMILIAR?

9. culture (people)
ATLASSIAN MISSION - UNLEASH THE POTENTIAL IN EVERY TEAM
practices (work)
teams
tools (tech)

10. People & Culture

11. Most Companies spend a lots of energy
measuring the individual performance and
health of employees

13. Atlassian Team Playbook
atlassian.com/teamplaybook

14. Share
Full-
Bal
Valu
Proo
O
V
Manag
PR
LEADERSHIP
SERVICE
PROJECT
Team Health Monitors Team Plays

15. Share
Full-
Bal
Valu
Proo
O
V
Manag
PR
LEADERSHIP SERVICE PROJECT
Team Health Monitors

19. https://www.atlassian.com/
team-playbook
Start Here

20. Practices & work

21. Convergence of Agile and ITSM

22. adaptable to the team
lean & agile ways of working
empowered teams
decentralised ‘level z’ support
delivering value
low-code / no-code
app marketplace
modular & siloed
heavy process / ITIL
tiered support groups
centralised support
measure activity
customisation = dev
heavy integrations
ITSM OF
YESTERDAY
ITSM OF
TOMORROW

23. Teams focused
Create a support
environment that fit
team and the
mission without
compromise
Simply powerful
service
Deliver services to users
and the business with
greater value and at a
faster pace
Embrace Agile &
DevOps
Embrace Agile and
DevOps to Drive
Business Value Faster
Collaboration & Trust
Foster a culture based on
shared responsibility,
transparency and fast
feedback
Atlassian for IT

24. Problem
Management
Incident
Management
REDEFINING MODERN ITSM TO FIT THE WAY TEAMS WORK
Service
Request
Management
Change
Management
Configuration
Management
Software
Development
IT Team

25. Major incidents
Events that bring your customers or
organisation to a standstill.
Incident Management

26. HOW PREPARED IS YOUR TEAM TO HANDLE A
MAJOR INCIDENT?
Detect + Communicate Respond + Investigate Resolve + Recover Learn + Improve
• Classification
• Prioritisation
• Coordination
• Investigation
• Collaboration
• Document
• Recover
• Verify
• Resolve
• Learning
• Sharing
• Reporting
Mean Time to Resolution

27. INCIDENTS ALERT FATIGUE IMPACTING THE IT TEAM
ITOps Team
Business systems /
infrastructure
Monitoring
+
Detect Respond

28. IMPROVE EVENT & INCIDENT COORDINATION
SecOps Team
Business systems /
infrastructure
Monitoring
+
SM
Alarms
Detect Respond Recover

29. IMPROVE EVENT & INCIDENT COORDINATION
SecOps Team
Business systems /
infrastructure
Monitoring
+
SM
Alarms
Detect Respond Recover

30. www.opsgenie.com/integrations

31. opsgenie.atlassian.com
Maximum ApproximateNumberOfMessagesVisibleGreaterThanOrEqualtoThreshold
4.0 for QueueName Production
The Production Message Queue has more than three messages in it.

32. IMPROVE EVENT & INCIDENT COORDINATION
SecOps Team
Business systems /
infrastructure
Monitoring
+
SM
Alarms
Detect Respond Recover

33. IMPROVE EVENT & INCIDENT COORDINATION
SecOps Team
Business systems /
infrastructure
Monitoring
+
SM
Alarms
Detect Respond Recover

35. BUILDING THE MODERN SHAPE OF ITSM WITH ATLASSIAN

36. HOW ATLASSIANS MONITOR THEIR ENTERPRISE
DEPLOYMENTS
https://confluence.atlassian.com/enterprise/how-atlassians-monitor-their-enterprise-deployments-947849816.html
Find out how we use Data Center ourselves for:
• getsupport.atlassian.com
• jira.atlassian.com
To date, both instances track a total of 1.9 million
tickets, with a combined user base of around 4.8
million users.

37. ESTABLISH AN INCIDENT PLAYBOOK FOR YOUR
TEAM

38. 1. Clearly define a major incident
Major
Incident
Playbook
2. Document your major incident processes
3. Establish your major incident comms plan
7. Run major incident simulation drills
4. Ensure the best resources on the team
5. Conduct PIRs for all major incidents
6. Publish and share learnings

39. KNOWLEDGE CENTRIC SUPPORT & COLLABORATION
Runbooks help IT teams
quickly solve major incidents
Open Work Environment
Detect RecoverRespond Learn Improve
Investigate + Respond

40. Invest in
Post Incident Reviews
Continual Service
Improvement
Credits: Photo by Daria Nepriakhina on Unsplash

41. of incident reviews are forgotten
70%
Incident TimelineMajor outage
Detect RecoverRespond Learn Improve

42. Post Incident Review
Incident Timeline
PIR: a written record of an incident that details its impact, the
actions taken to mitigate or resolve it, the root cause(s), and the
follow-up actions taken to prevent the incident from recurring.

43. Detect RecoverRespond Learn Improve

44. 2. Defuse the ‘blame game’
Tips for
effective
PIRs
3. Provide a repeatable PIR process,
simple to follow and encourages collaboration
1. Establish a team culture where learning &
collaboration unlocks understanding
4. Knowledge sharing with KBs & Runbooks
5. Take preventative actions (bugs, changes)
7. Publish & share PIR learnings - increase
learning

45. Fast MTTR
Establish an incident game
plan that expedites
response to major outages
Effective
Communications
Gain trust and improve
customer comms during
service disruptions
Open Team
Collaboration
Leverage open work,
knowledge sharing &
ChatOps
Continuous
Improvement
Leverage Post Incident
Reviews to learn from major
outages
Tips for improving Incident Management

46. Change Management
IMPROVING THE FLOW OF CHANGES
WITH AGILE WAYS OF WORKING

47. HOW DOES YOUR IT ORGANISATION HANDLE THE
FLOW INFRASTRUCTURE CHANGES?
Initiate Plan & Authorise Implement & Verify Closure & Review
‣ classification
‣ review
‣ coordination
‣ approval
‣ planning
‣ scheduling
‣ learning
‣ sharing
‣ reporting
‣ implementing
‣ documentation
‣ verification
Normal change
Standard change
Emergency changes

48. PIR
Lack of automation
WHERE’S THE CHALLENGES IN CHANGE MANAGEMENT?
Initiate Plan & Authorise Implement & Verify Closure & Review
Normal change
Standard change
Emergency changes
RFC intake
Cross functional team planning
CAB Approvals

49. IMPROVE CHANGE PLANNING AND APPROVALS
Beak down team barriers and
improve change coordination
• Centralize change in collaborative docs
• Collaborative peer reviews
• Increase visibility across teams

51. Closure & Review
LEVERAGE AUTOMATION TO IMPROVE FLOW
Change SLA due
Emergency change
High risk change
Standard change
Change Implemented
Add comment to change
Notify Service Owner
Automated approval
Set Risk Level
Webhook - AWS provision server
Transition change
Initiate Plan & Authorise Implement & Verify
Normal change
Standard change
Emergency changes

52. Auto-approved & transitioned
LEVERAGE AUTOMATION TO IMPROVE FLOW
Closure & ReviewInitiate Plan & Authorise ImplementStandard change
‘Customer in Europe using Remedy
transitioned to Jira Service Desk as
part of Digital transformation initiative
‘Automated 70% of Standard changes
to realise significant time savings and
deliver value faster’

53. 1. Outside-in thinking - work closely with stakeholders
(security, compliance, service owners etc.)Streamlining
change
management
without
compromise
5. Leverage Kanban boards to improve visibility.
2. Centralise change documentation - increase visibility,
collaboration and learning
4. Identify where automation saves time and removes
bottlenecks (pre-approved standard RFC)
3. Implement RFC peer-reviews to lesson the burden on
the Change Approval Board (CAB)

54. people (culture)
FOCUSED ON TEAMS
practices (work)
teams
products (tech)

55. ITERATE ON YOUR TEAM
https://www.atlassian.com/blog/agile/how-to-stay-agile-and-keep-improving

56. The
Atlassian
Approach
to ITSM
Problem
Management
Incident
Management
Service
Request
Management
Change
Management
Configuration
Management
Software
Development
IT Team
Portfolio
Management
Demand
Management
Project
Management

57. 4 KEY RECOMMENDATIONS
1. find your baseline with Team Playbooks
2. question traditional Roles & Responsibilities
3. Automate, automate, automate… (Opsgenie)
4. continually Experiment and adjust

58. Download
atlassian.com/itil4-wp

59. Thank you!

60. SCOTT GOH-DAVIS | SOLUTIONS ENGINEER, APAC | ATLASSIAN
ITSM in an Agile World