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Agile your ITIL

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Claire Agutter
Claire Agutter

The document discusses bringing DevOps benefits to IT service management through an agile approach. It addresses common perceptions of ITIL and DevOps that can create barriers. The three ways of DevOps - flow, feedback, and continual learning - are presented along with relevant ITIL processes to investigate in each area. Adopting agile principles for ITSM design is recommended to allow faster feedback and better process integration. Change management is highlighted as an area that could leverage automation and examine desired change rates. Large-scale adoption is noted as challenging but promising great results by blending old and new capabilities.

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Agile Your ITIL Bringing DevOps Benefits to IT Service Management Claire@itsm.zone Twitter: @ClaireAgutter LinkedIn: Claire Agutter
Yes Please Enterprises want the results, but not the risk They need to understand the journey
What Now??? “Oh good….a new management initiative”
Perceptions: ITIL Is it:  Bureaucratic?  Negative?  Yesterday’s news?  Process driven?
Perceptions: ITIL Or….  How IT is ‘done’  Contractually required  Millions of certified professionals  Common language
Perceptions: DevOps Is it:  JFDI?  Tech driven?  Dangerous?  Wild west?
Perceptions: DevOps Or…..  Exciting  Attractive  The future
DevOps and ITIL together Process = consistent way of doing repeatable tasks Ideal for automation
DevOps and ITIL together Process = free time to focus on the complex stuff Process = streamlined decisions
DevOps?? “…rather than being a market per se, DevOps is a philosophy, a cultural shift that merges operations with development and demands a linked toolchain of technologies to facilitate collaborative change” Gartner “…a cultural and professional movement that stresses communication, collaboration and integration between software developers and IT operations professionals” DevOps Institute
DevOps and ITIL together Strategy Design Transition Operation Improvement
The First Way: Flow  Understand the flow of work  Always seek to increase flow  Never knowingly pass a defect downstream
The First Way: Flow Investigate these service management processes:  Incident and event management  Problem management  Change management
The Second Way: Feedback  Understand and respond to the needs of all customers – both internal and external  Shorten and amplify all feedback loops  Emphasize right to left feedback
The Second Way: Feedback Investigate these service management processes:  Business relationship management  Capacity and availability management  Service level management  Event and incident management
The Third Way: Continual Experimentation and Learning  Allocate time for the improvement of daily work  Create rituals that reward the team for taking risks  Introduce faults into the system to increase resilience
The Third Way: Continual Experimentation and Learning Investigate these service management processes:  Availability and IT service continuity management  Information security management This is not traditionally part of Ops comfort zone
Agile ITSM  Traditional ITSM rollout methods don’t always work well  Apply Agile principles to ITSM design  Allow faster feedback  Get better at process integration
Agile ITSM: Change  Go back to first principles  Leverage automation  Examine the desired rate of change  Adapt change authorization, documentation etc.
Enterprise level adoption  It’s scary for large enterprises  Enterprise processes might need some work The results of blending old and new capabilities will be amazing

More Related Content

Agile your ITIL

  • 1. Agile Your ITIL Bringing DevOps Benefits to IT Service Management Claire@itsm.zone Twitter: @ClaireAgutter LinkedIn: Claire Agutter
  • 2. Yes Please Enterprises want the results, but not the risk They need to understand the journey
  • 4. Perceptions: ITIL Is it:  Bureaucratic?  Negative?  Yesterday’s news?  Process driven?
  • 5. Perceptions: ITIL Or….  How IT is ‘done’  Contractually required  Millions of certified professionals  Common language
  • 6. Perceptions: DevOps Is it:  JFDI?  Tech driven?  Dangerous?  Wild west?
  • 8. DevOps and ITIL together Process = consistent way of doing repeatable tasks Ideal for automation
  • 9. DevOps and ITIL together Process = free time to focus on the complex stuff Process = streamlined decisions
  • 10. DevOps?? “…rather than being a market per se, DevOps is a philosophy, a cultural shift that merges operations with development and demands a linked toolchain of technologies to facilitate collaborative change” Gartner “…a cultural and professional movement that stresses communication, collaboration and integration between software developers and IT operations professionals” DevOps Institute
  • 11. DevOps and ITIL together Strategy Design Transition Operation Improvement
  • 12. The First Way: Flow  Understand the flow of work  Always seek to increase flow  Never knowingly pass a defect downstream
  • 13. The First Way: Flow Investigate these service management processes:  Incident and event management  Problem management  Change management
  • 14. The Second Way: Feedback  Understand and respond to the needs of all customers – both internal and external  Shorten and amplify all feedback loops  Emphasize right to left feedback
  • 15. The Second Way: Feedback Investigate these service management processes:  Business relationship management  Capacity and availability management  Service level management  Event and incident management
  • 16. The Third Way: Continual Experimentation and Learning  Allocate time for the improvement of daily work  Create rituals that reward the team for taking risks  Introduce faults into the system to increase resilience
  • 17. The Third Way: Continual Experimentation and Learning Investigate these service management processes:  Availability and IT service continuity management  Information security management This is not traditionally part of Ops comfort zone
  • 18. Agile ITSM  Traditional ITSM rollout methods don’t always work well  Apply Agile principles to ITSM design  Allow faster feedback  Get better at process integration
  • 19. Agile ITSM: Change  Go back to first principles  Leverage automation  Examine the desired rate of change  Adapt change authorization, documentation etc.
  • 20. Enterprise level adoption  It’s scary for large enterprises  Enterprise processes might need some work The results of blending old and new capabilities will be amazing