agile, continuous delivery, devops…. · • agile – iterations: smaller but more frequent...

#LEADit

e| [email protected]

t | jas50nG

Jason Gray

Agile, Continuous Delivery, devops….

Friend or Foe???

#LEADit

whoami• 1989 Bch Comp Sci (this is what you did before youtube and slideshare)

• 1990s Operations - sysadmin/network admin

• 2000s devopsed an online courseware system – 10 countries and 6 languages

• 2002 Honours in “The challenges of ITIL implementations”

• 10+ yrs Operations experience– Automated deployments of 400 workstations / 60 servers for breakfast

• 10+ yrs Service Management experience– 2 yrs Capacity Management / 2 yrs Problem Management

• Now – Head of Service Integrity @Bankwest

– ITIL 2011 expert

– Agile - ICAgile Professional Certification

– devops Meetup event co-organiser Perth

As your business demands more “SPEED”

techniques are being adopted that are putting Service

Management under pressure.

How do you respond?

Do you defend or adapt/evolve/transform?

Is service availability under threat?

#LEADitIs ITIL under attack?

“friend” or “foe”?

Are agile, Continuous Delivery & devops

#LEADit

Approach1. How did we get here?

– What was wrong & what problems are we try to solve?

2. What is this magic? (agile, CD, devops)

– Why are these techniques being adopted and what do they promise?

– Why is your CIO/business interested?

3. What does this mean for ITSM

– What to expect from agile, CD, devops

– How will this impact your ITSM processes?

– Which ITSM Processes need to Adapt, Evolve or Transform?

4. Friends or Foe: tips to prepare for ITSM Disruption

5. Wrap up: Monday -> 90 days -> Next year

#LEADit






3. What does this mean to ITSM


– What is the impact on your ITSM processes?


4. Friends or Foe: tips to prepare for SM Disruption


#LEADit

1970 Dr Winston Royce“Managing the development of large software systems”

http://www.cs.umd.edu/class/spring2003/cmsc838p/Process/waterfall.pdf

although Royce believe in this concept,

he described the above as

“risky” and “inviting failure”

#LEADit

What “Royce” was really recommending was this

to “transform” a risky development process into one that will provide the desired

outcome”

Recommending this To fix this

#LEADit

• BDUF: Big Design Up Front

• Each phase 100% complete before

performing the next

1976 Bell and TaperRefered to Royce’s initial design

as “Waterfall” and the Waterfall

SDLC was born

#LEADit

Waterfall was good for delivering a bunch of stuff

we didn’t really need and will never use

Standish Group 2002YAGNI – you aren’t going to need it

YAGRI – you aren’t going to release it

45% of features

never used

#LEADit

Waterfall’s Legacy to the Enterprise:

It was great for generating lots of this

#LEADithttps://www.flickr.com/photos/79286287@N00/215951891

Walls between teams (Handoffs)

and building these…

#LEADit

Great for this

and for constructing these…

Silos of teams

#LEADit

Waterfall delivery also has some serious issues

BDUF = Incorrect Assumptions• Everything is known up front

• Everything comes together in the end

• Better solutions will not be discovered along the way

• Customers/Business/Markets do not change their mind

….myth

….myth

...missed opportunity

…stifles innovation

#LEADit

but 2 of the biggest problems

#LEADit

Problem #1: Failure to deliver

Source: Standish Group 2011 (project data from 2002-2010)

14%

Successful

57%

Challenged

#LEADit

29%

EPIC FAIL

with

#LEADit

and Problem #2: SLOW delivery?

concept

Time until the business

begins to see value?

18-24 months 4 months8 months

Build Test RunPlan

3 years?

Project

Lifecycle

#LEADit

Your happy customer is only 3 years away

AWESOME!!!

#LEADit

The “New World” problem statement becomes

“How do I deliver customer value faster?”

#LEADit








– What is the impact on your ITSM processes?


4. Friends or Foe: tips to prepare for SM Disruption


#LEADit

Start with the why?

To deliver customer value faster

Simon Sinek

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action

#LEADit

Problem 1: Failure to deliver

Waterfall vs Agile

Source: Standish Group 2011 (project data from 2002-2010)

14% vs 42%

3x more

successful

#LEADit

Waterfall (old world)

18-24 months 3 months6 months

Sprints/iterations

Weeks, daysASAP

agile, CD, devops (new world)

concept

concept

Problem 2: FASTER delivery

Build Test RunPlan

3 years

vs

weeks

Build Test RunPlan

#LEADit

agile, cd, devops - What?

#LEADit

1. Agile…mid 90’s • Iterative software delivery lifecycle evolutions from XP, RAD…

• 2001 Agile Manifesto – 8 values, 12 principals

• Always evolving eg. LEAN, ToC, technology/tools

2. Continuous Delivery … 2006• Started with Continuous Integration to support the speed of Agile development

• Automation of builds and testing

• 2010 “Continuous Delivery” Jez Humble & David Farley

3. devops … 2009 • Early days called “Agile systems administration”

– Andrew Clay Shafer/Patrick Debois then started devopsdays …#devops

• Don’t think devops think *.ops

• 2009 Velocity - John Allspaw & Paul Hammond – “10 deploys a day”

• Culture, LEAN, Automation, Measurement, Sharing

What are these new techniques?

#LEADit

agile, cd, devops - How?

#LEADit

Transformation from “old world” to “new world”

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

OperationsITIL

Project

Lifecycle

Business

Perspective12 months release

ENVIRONMENT

MANAGEMENT

TEAMS

Walls of

confusion/frustration/handoffsTeam Silos

#LEADit

Transformation from “old world” to “new world”

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

OperationsITIL

Project

Lifecycle

Business

Perspective

ENVIRONMENT

MANAGEMENT

TEAMS

12 months release

CONSTRAINT

#LEADit

Agile

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations

agile

ITIL

Project

Lifecycle

Business

Perspective4 months release cycle

ENVIRONMENT

MANAGEMENT

TEAMS

#LEADit

Agile

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations

agile

ITIL

Project

Lifecycle

Business

Perspective4 months release cycle

ENVIRONMENT

MANAGEMENT

TEAMS

CONSTRAINT

#LEADit

Continuous Integration

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations

agile Continuous Integration

ITIL

Project

Lifecycle

Business

Perspective3 month release cycle

ENVIRONMENT

MANAGEMENT

TEAMS

#LEADit

Continuous Integration

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations

agile Continuous Integration

ITIL

Project

Lifecycle

Business


ENVIRONMENT

MANAGEMENT

TEAMS

CONSTRAINT

#LEADit

Continuous Delivery

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations

agile Continuous Delivery

ITIL

Project

Lifecycle

Business


ENVIRONMENT

MANAGEMENT

TEAMS

#LEADit

Continuous Delivery

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations


ITIL

Project

Lifecycle

Business


ENVIRONMENT

MANAGEMENT

TEAMS

CONSTRAINT

#LEADit

Devops (*.ops)

DEV TEST n PRODTEST

Build Test RunPlan

BA

Service

Strategy

Service

Design

Service

Transition

Service

Operations


devops

ITIL

Project

Lifecycle

Business

Perspectivedaily or weekly releases

ENVIRONMENT

MANAGEMENT

TEAMS

#LEADit

“Why is your CIO/Business Interested?”

Two Important Problems are Solved

1. Better customer value/outcomes - Increased customer satisfaction

2. Delivered sooner - Payback/value delivered earlier

plus

3. Encourages Innovation for a competitive advantage

and as a bonus

(combined with process evolution and technology improvements eg LEAN, cloud)

4. Some pretty serious productivity and cost saving potential

…and this is why you should be interested

How fast can you deliver your idea or innovation?

Offensive Strategy:

Defensive Strategy:

How fast can you close the gap on your

competitors?

#LEADitAndrew Clay Shafer “ there is no talent shortage”

“The game has changed”

#LEADit








– How does this impact your ITSM processes?




#LEADit

Some examples of impacts on ITSM?• Agile

– Iterations: Smaller but more frequent changes

– Discovery - test and learn: more pilots/PoC/Canary Launches/Dark Launching

– Minimum Viable Product - MVP

– Low doc - this does not mean no documentation (Audit requirements still need to be

satisfied)

• Continuous Delivery– Automation of development pipeline (builds, tests, deploys)

– Version control and Revision control of everything…• Logging: what, when, where, why and who

– Fix forward instead of rollback or replace instead of fix

– transient Cis

• Spin up/Tear down of complete environments

• devops– Role/ Responsibility Confusion

– Possible audit/regulation considerations - Segregation of duties (compensating controls)

#LEADit

Exercise: Heatmap on ITIL/ITSM process

How does this impact your ITSM processes

Which processes need to adapt,

which processes need to evolve,

and which processes need to transform?

And by processes I mean people, process, technology and partners

#LEADit

Examples

#LEADit

Adapt, Evolve and Transform process examples

Adapt

Service Level Management (not going to cover)

Evolve

Problem Management (if we have time)

Transform

Release and Deployment Management

Change Management (if we have time)

Configuration Management

#LEADit

1. Problem Management - EvolveIssues:

• Releases fix forward rather than rollback

• Replacing servers rather than investigating (masking the root cause)

• Role confusion: who does root cause analysis? problem management or the devops

team

• Card walls being used by agile teams to track defects

CSI Actions:

• Process/Role clarification: – Who does RCA

– Who does problem resolution

• Figure out how you are going to track defects/known errors

Benefits:

• Should be improved logging and metrics for RCA activities

#LEADit

1. Problem Management cont…

Diagnosis

Phase

(RCA)

Solution

PhaseResolution

Categorisation

Phase

Legacy systems

agile systems

Problem

Management

Diagnosis

Phase

(RCA)

Solution

PhaseResolution

Categorisation

PhaseProblem

Management

Agile

Team

#LEADit

2. Release and Deployment - Transform

Issues:

• Spin up / Tear down of complete environments – automated releases

• Automated builds – after every code check-in

• Automated testing – more frequent with quicker feedback

• Transient Cis – asset lifecycle of hours or minutes

• Versioning and Revision control of everything

CSI Actions:

• Connect cd/devops tools up to change: what, when, where, why and who

• Exploit automated documentation

Benefits:

• Sit back and watch “Release and Deployment” mature

#LEADit

2. Release and Deployment …cont

“…automate the build, installation and release distribution processes to improve re-use, repeatability and efficiency”

(ITIL Service Transition-2011 4.1.4.2)

Automation will help to ensure repeatability and consistency. ….If

a manual mechanism is used, it is important to monitor and

measure the impact of many repeated manual activities, as they are likely to be inefficient and error-prone.

4.4.4.4 Release and deployment models pg 121

Automate the delivery, distribution, installation,

build and configuration audit procedures where

appropriate to reduce costly manual steps

Automated configuration baseline procedures

save time and reduce errors in capturing the

status of configurations and releases duringrelease build, test and release deployment.

Service Transition:

Release & Deployment Management

#LEADit

2. Release and Deployment …cont

(ITIL Service Transition-2011 4.1.4.2)

Service Transition:

Release & Deployment Management

Support a rapidly changing business

#LEADit

2. Release and Deployment ….cont

“Continuous Delivery” and “devops”

is

Release and Deployment Management

done well

ssshhhhhh!!!!

#LEADit

3 Change Management - TransformIssues:

• Need to get better at smaller more frequent changes/releases

• Make sure you aren’t getting Gamed

– Hidden surprises: Feature toggles, feature flags (testing impact)

– Testing in Production

• Canary releases

• Dark launches

• Automation through new toolsets

• Automated release documentation through tools

CSI Actions:

• Open up toolset to automation (APIs)

• Improve Standard change (preapproved) options for low risk activities

• Fast lanes / slow lanes – not all changes are equal

#LEADit

FAST

Eg strategic investment

Frequently released systems

Automated deployment

Automated testing

Anti-fragile design

Low change failure rate

Shorter release cycle

SLOW - anti-patterns

Eg. COTS, Legacy system

Low number of releases

No automation

No automated testing

Fragile design

high change failure rate

High level of Tech debt

Change Fast lanes + Slow lanes

#LEADit

4 Configuration Management v2.0 - transform

Issues:

• Transient servers/environments/CIs/data

• How much manual configuration work are you currently doing and planning on doing

• What is really important to track / what adds value

• What is your definition of asset and what is your definition of lifecycle

• Continuous Delivery will version and revision control everything

• the whole stack from boots to application

• OS versions, OS Patch levels, OS configs, App versions, App Patch levels, App/Web

configs…

• Software defined datacentre (SDDC)

• Network/Security configs deployed with applications (version controlled)

• Would you trust your CMDB or the Continuous Delivery servers

– Who has the better information

– Does your current automation cut it (is daily discovery enough)

#LEADit

Treating servers (CIs) more like

“Cattle” and less like “Pets”

#LEADit

4 Configuration Management cont….

Issues cont..

• “Servers treated more like cattle and less like pets”

• Naming standards control– Ec2-54-79-45-25.ap.southwest

CSI Action:

• Utilise CD servers for information

• Develop APIs to push CI information to CMDB on create and update through build

Benefits:

• Real-time automation of CMDB (CIs and relationships)

• Meaningful and rich release detail

If an environment is provisioned, built,

tested and decommissioned before

configuration management can

detect it….

George Berkeley (1710)

PhilosopherDid the CIs really exist?

Is there value in tracking transient CIs?

#LEADit

Agile, CD and devops if done right should be improving

your ITIL/ITSM capability and maturity?

In Summary

#LEADit




– Why are we adopting these techniques and what do they promise?


3. What does this mean to ITSM


– How does this impact your ITSM processes?




“friends” or “foes”?

They are friends to your business…

You need to becomes friends with them.

#LEADit

ITIL vs agile

ITIL vs CD

ITIL vs devops

These debates

#LEADit

ITIL vs agile

ITIL vs CD

ITIL vs devops

The real debate becomes?

How do we become friends?

and how do we prepare for ITSM disruption?

#LEADit

4 tips to prepare for

ITSM disruption

#LEADit

1. Service Management Culture

Start cultivating culture• Agile/cd/devops require culture change … so does ITSM

• Make sure your people understand how your business works

• End-to-end Value stream map how an idea makes it into production

Common Goals/Objectives/KPIs• stop “Delivery at all costs” mentality

• stop “punishing operations for failures”

Ensure you are employing the right people in your teams • People that value collaboration and outcomes.

• People that value outcomes, not people that love processes

Do you have ITIL/ITSM perception problems • you need to face them

#LEADit

ITSM Perception Problems ... Which ones do you have?

#LEADit

2. TRUST…

Protect Serve

Serve

and

protect

Stagnateor this

Do you believe ITSM enables this

SLOW

Low trust = Low performance

Low transparency

High levels of Approval

Silo-ed

Low levels of engagement

FAST

High trust = High performance

Transparent

High levels of trust

Collaborative

Engaged teams

#LEADit

2. TRUST - Understand the why/what/how

Understand agile, continuous delivery and devops

• Read, watch, go and see

• Understand what they are doing and why

• Apply learnings to your processes

• Take an interest, get involved, collaborate, go to meetups, conferences

Understand the end-to-end value chain, speak a common language

…it helps build trust

#LEADit

3. Get LEAN

From mean to LEAN processes

• Apply “LEAN Value stream mappings” for all of your processes

• Focus on value and outcomes (not output)

• Start with a MVP (Min. Viable Product) for your processes

• Including Minimum Standards of Documentation

Identify and remove constraints• Identify the next constraint in your processes and reduce or remove it

• ToC – Theory of constraints• 1984: “The Goal” Eliyahu M. Goldratt and Jeff Cox

2003: “Lean Software Development”

Mary Poppendieck/Tom Poppendieck

#LEADit

4. Be prepared for SPEED

• Prepare yourself for Ludicrous speed

• Be prepared more frequent changes– Maybe a ridiculous amount of change

• Automate, automate, automate

– don’t just automate a bad process

– Ensure your SM tool has a usable friendly API (RESTful)

• If not start thinking about developing one or getting one

• Its not just about federation (ETL, batching - slow), it is about real time connection and

linking into richer toolsets

– Automate documentation

#LEADit

to prepare for disruption and the

“New World”

#LEADit

Old World New World

#LEADit

Old World vs New World

Old World

Implement 5 ITIL Volumes

Target Maturity 5

SLOW

Low trust

Done when code cut

Output

Silos, Walls

FUD

There’s a book for that

New World

Fit for purpose

Target Maturity enough - LEAN (MVP)

FAST

High Trust

Done is shipped

Outcomes

Collaborative

Discovery, Do it more frequently

There is an app for that

#LEADit




– Why are we adopting these techniques and what do they promise?


3. What does this mean to ITIL/SM


– What is the impact on your ITIL/SM processes?

– Which ITIL/SM Processes need to Adapt, Evolve or Transform?

4. Friends or Foe: Preparing for SM Disruption


#LEADit

Action Plan• Monday Morning

– Become friends with agile, CD and devops teams

– Assess yourself - Heatmap Exercise - Are your ITIL processes “Fit for purpose”

– CSI: Adapt, Evolve & Transform your ITIL processes

• Next 90 Days– Start cultivating culture: collaborating and breaking down the walls and the silos

– Start building TRUST

– Get LEAN

– Prepare your processes for max. SPEED

• Next Year– Too slow… .your agile now

It is not necessary to change,

survival is not mandatory

(W. Edward Deming)

#LEADit

Additional Resources• “The Goal (theory of constraints)” Eliyahu M Goldratt

• “The Phoenix Project” Gene Kim, Kevin Behr, George Spafford

• “Release it“ Michael T Ngard

• “Management 3.0” Jurgen Apello

• “Continuous Delivery” – Jez Humble & David Farley

• “Implementing LEAN Software Development” Mary and Tom Poppendieck

Also follow:

Andrew Clay Shafer, Jeff Patten, John Allspaw

Conferences/meetups:

Velocity conference, devopsdays.com, devops meetups

agile, continuous delivery, devops…. · • agile – iterations: smaller but more frequent...

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