ITIL: 3 Reasons to Align DevOps with IT Service Management (ITSM)
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Agenda • • • • • •
Introduction to ITIL® and High Level Concepts Understanding the importance of ITSM What does ITSM mean? Why is ITSM so important to my day-to-day activities? What is the value of following a framework such as ITIL® and ITSM? What DevOps would like for you to know.. » How ITIL®® serves as a foundation to DevOps » The ITIL® value warranty » DevOps Best practices for efficient IT service management (ITIL®/ITSM)
• Q&A session https://www.netcomlearning.com/webinars/?advid=1315
Introduction to ITIL® and High Level Concepts Information Technology Infrastructure Library (ITIL® pronounced "I-TILL") is an acronym for a framework of best practices used to manage IT Operations and Services.
• ITIL® Framework was defined in mid 1980s by the Government of Commerce, UK . • ITIL®’s main objective is to align business and Information Technology • ITIL® offers best practices to make sure IT Services to be highly available. • ITIL® allows organizations to implement what is relevant to their business. • ITIL® involves Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvements https://www.netcomlearning.com/webinars/?advid=1315
Why ITIL®? ITIL® is a communication opportunity to leverage: • Shared documentation, databases, processes, and functions, • Share training material and others such as a checklist • Promote standardize templates and overall continuity.
ITIL® benefits IT leaders with overall decision-making abilities by providing timely, and accurate information that is measurable. • Goals to over-arching business outcomes should be documented, measured where applicable, and mapped to share. https://www.netcomlearning.com/webinars/?advid=1315
ITIL®– Making Key Improvements Prioritize areas and plan for: • Reduction of IT Costs • Increase in Quality and Decreasing Risks for the company • Implementing a decision-making process and its authority by removing "bottle-necks" • An Increase in visibility to the “total cost of ownership” and utilization
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DevOps “You cannot support what you cannot measure” – SBC LLC
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What is DevOps? DevOps is a software engineering culture and practice that aims at unifying software development (Dev) and software operation (Ops). • DevOps took shape and was adopted by ITSM organizations about eight years ago. • • • •
DevOps and Delivery have common goals DevOps focuses on the organization change DevOps and continuous delivery share a common background DevOps communicates and collaborates internally,
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ITILÂŽ, DevOps and ITSM Alignment DevOps and ITSM have two common objectives where it makes sense to build alignment: 1. Get the right service built and in place 2. Keep that service right, proper, and adaptive to changing circumstances
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ITIL and DevOps Alignment Considerations Governance policies and rules for making decisions and performing all activities during the service lifecycle within areas of: • • • • • •
Service Strategy Service Design Service Transition Service Operations Continual Service Improvement: DevOps Iterations (sprint/release combinations)
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DevOps Best practices for efficient IT Service Management (ITIL®/ITSM) Repeatable and scalable processes • Defined roles and responsibilities • Increased productivity • Satisfied end users with realistic expectations • Shorter gaps between detecting incidents and solving them • Prevention of IT issues before they happen • Ability to identify and address repeat problems • Analytics to measure and improve IT’s performance
Benefits for the Business: • IT can react quickly to change and innovation in the market • Better IT availability and performance means employees get more done • IT issues are less common, less impactful, and less costly • Employees know what services are available and how to use them • IT provides better service at a lower cost • Business complies with regulatory requirements no one wants to think
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ITSM IT Service Management and ITILÂŽ Processes
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What does ITSM mean? IT Service Management (ITSM) - is the implementation and management of quality IT services that meet the needs of the business. • IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. • This is also known as Service Management.
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ITSM Lifecycle – Four Major Stages The ITIL framework and Lifecycle will span four major stages plus one continual service…. 1. 2. 3. 4. 5.
Strategy Design Transition Operations Continual Service Improvement
Continual Service Improvement (CSI)
These stages are reinforced by a fifth “stage,” representing a commitment to measure performance and improve – continual service improvement (CSI).
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Understanding the importance of ITSM IT Service Management (ITSM) is known as a best practice framework because it is also the most tenured of IT management frameworks. • ITSM dates back to 1989, with its most recent update published in 2011. • Both ITSM and ITIL® are part of the same IT family tree, • There are a number of obstacles to exploiting both.
The Top ITIL® Processes - In 2011, ITIL® has 26 ITSM processes split across the five ITIL® areas. • Some are adopted more widely than others. • The three most popular are: • Incident management – circa 100% adoption • Change management – circa 75% • Problem management – circa 60% https://www.netcomlearning.com/webinars/?advid=1315
ITSM as Art? ITSM is also known as the art of making a business run and can be broken down into five focused areas: 1. 2. 3. 4. 5.
End Users: Employees and customers who use IT services Services: Applications, hardware, infrastructure, etc. provided by IT Quality: Solving IT problems effectively and efficiently Cost: Getting the most out of an IT budget Business: Enabling a company to perform its core functions and achieve its goals https://www.netcomlearning.com/webinars/?advid=1315
Why is ITSM so important to my day-to-day activities? DevOps and ITIL® each often refer to similar lifecycle concepts and methods: DevOps “lifecycle” spans all seven stages: • Plan • Develop • Build • Test Service Operations ( focus on three of seven stages) • Release • Operate • Measure
• Each one contains a core “lifecycle.” • DevOps generally follows a “systems and application” lifecycle https://www.netcomlearning.com/webinars/?advid=1315
DevOps Plan Develop Build Test
Service Operations Release Operate Measure
The Benefits of Adopting ITSM ITSM is a wide-ranging art that when adopted, can benefit your IT organization and company. Benefits Include: • • • • • • •
ITSM increases the speed, cost-efficiency, and effectiveness of IT service ITSM reduces IT incidents and prevents them from happening in the first place ITSM ensures that IT is available and performing, ITSM enables employees to be productive ITSM modernizes technology without disrupting work. ITSM reduces risk by enforcing compliance with regulations ITSM promotes positive relationships between IT and the business.
• ITSM conducts damage control when things inevitably malfunction. • ITSM becomes more of an internal service provider and consultant. • Through Continual Improvements, ITSM seeks to introduce new technology that can bring those goals to fruition. https://www.netcomlearning.com/webinars/?advid=1315
ITIL® as the Foundation for DevOps
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What is the value of following a framework such as ITIL® DevOps and ITSM? • ITIL® serves as a foundation to DevOps • ITIL® and ITSM share information related to the capabilities needed in order for IT Operations to support DevOps as a ‘work stream’. • Adoption of DevOps Best practices promotes efficient IT Service Management (ITIL®/ITSM)
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C A L M S – A DevOps Framework CALMS is an acronym used by DevOps to describe a Culture, Automation, Lean, Measurement, and Sharing. • Working with Service Desk, both are pillars to developing IT in a way that better serves customers. • Working and improving through continual improvements • Delivering requirements in a faster and safe manner.
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DevOps Framework and ITSD Common Areas Two of the five DevOps CALMS Framework areas where an ITSD strategy adds immediate value: 1. Culture - Support Collaboration and Communication • ITSD is the ‘face’ and ‘business communication liaison’ of IT • ITSD provides continual outward communication to the business • ITSD provides communication back in to IT 2. Sharing – Data and Findings with Transparency • This means not only sharing best practices but also being transparent about findings and data. • Service Desk strategy is partly driven by data and responsible for Operational Reporting https://www.netcomlearning.com/webinars/?advid=1315
What DevOps would like for you to know.. • DevOps and IT Ops following ITIL®: 1. Incident Management • Used to Initiate a Ticket 2. Problem Management • Root Cause Determinations • Usually ‘higher tier” level 3. Change Management • Includes Changes during Testing • Includes Training for new Policies 4. Configuration Management Database (CMDB) • Builds, Manages and Reports
• Service Deck following ITIL®: 1. Incident Management • Recipient of Service Desk Tickets • Usually the first to receive 2. Problem Management • Root Cause Analysis • Usually the first or in front of client • Follows Escalation or Closure Procedures 3. Change Management • Submits reports on Change Management Outcomes • Includes Training or Knowledge Transfer from IT Ops 4. CM (Configuration Management) • User of CMDB reporting on Incident or problems
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Two Key Factors for a high-performance DevOps team: 1.
Strategic Talent Sourcing: Hiring for the ‘right’ mix, or blend, of skills. • Having common objectives where everyone is “one team” working in the same direction
2.
Building Performance Measures that are easily defined and streamline a communication plan to align knowledge sharing, updated processes, policies and procedures. • Incorporate approval procedures, • Method for defining success factors/outcomes and a policy to maintain them.
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Wrap Up.. Ask Yourself…. • How adept is your IT Organization with managing the sharing of information? • SLA’s – Is there a process today for managing those metrics? • Repositories – Dods they exist and if so, how is this handled? • Is information easy to obtain? How is documentation governed? • Where do you see a need for improvement related to today’s call? • Where can NetCom improve upon the quality or delivery of material?
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What will be your next move to improve Operational Performance within your organization?
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Webinar References DevOps: https://en.wikipedia.org/wiki/DevOps#cite_note-CD_HJ-20 http://www.joetheitguy.com/2018/02/28/itsm-basics-what-is-a-service/
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Recorded Webinar Video To watch the recorded webinar video for live demos, please access the link: https://bit.ly/2sXocbz
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About NetCom Learning
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Recommended Courses » ITIL® Foundation Certification Prep - Class scheduled on July 09 » DASA DevOps Fundamentals – Class scheduled on July 05 » DevOps Using VSTS and Azure - Class scheduled on July 23 » ITIL® Intermediate LifeCycles – Class schedule starting from June 18 » 10965: IT Service Management with System Center Service Manager 2016
» OD10965D: IT Service Management with System Center Service Manager 2012 MOD » DASA DevOps Fundamentals eLearning
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THANK YOU !!!
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