innovate itil with devops - itsm academy · devops & itil overview. really it should be...

Sean D. Mack @SeanDMackNYC@xOps

Innovate ITIL with DevOps

@SeanDMackNYC @xOps

Overview

• DevOps & ITIL Overview

• Incident Management

• Problem Management

• Change Management

• Organizational Considerations

• Conclusion & Next Steps

xOps

DevOps & ITIL Overview

Really it should be BusProdDevTestQASecOps

A DevOps Approach to Incident Management

@SeanDMackNYC @xOps

Collaboration & ChatOps

@SeanDMackNYC @pmchrislee

@SeanDMackNYC @xOps

Automation

• Communication

• Find common incidents and automate the solution

• Machine learning and predictive analysis

A DevOps Approach to the Problem Management

@SeanDMackNYC @xOps

@SeanDMackNYC @xOps

@SeanDMackNYC @xOps

Blameless Postmortem

• Encourage learning

• Understand how

• Seek out Second Stories

• Instead of punishing engineers give them authority to improve

• Encourage people who do make mistakes to be the experts

Adaptive Change Management

@SeanDMackNYC @xOps

RISK = PROBABILITY * IMPACT + TEAM PERFORMANCE OFFSET

@SeanDMackNYC @xOps

@SeanDMackNYC @xOps

@SeanDMackNYC @xOps

Organizational Considerations

@SeanDMackNYC @pmchrislee

@SeanDMackNYC @pmchrislee

Conclusion and Next Steps

@SeanDMackNYC @pmchrislee

High performing DevOps teams

46xMore frequent deployments

440xFaster lead time

@SeanDMackNYC @pmchrislee

High performing DevOps teams

5xLower change failure rate

96xFaster mean time to recover (MTTR)

Adaptive Change Management- Define your standard changes

and automate

Collaborative Incident Management- Shared tooling

Engage Operations in Service Design- Define your standard changes

and automate

Release and Deployment - Build your CI/CD pipeline

OpsxRevolutionizing operations.

@SeanDMackNYC @LaurenceMGordon @xOps

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