Rob England - What about Run?

Editor's Notes

1. ‘Define, Build and Test’ is only part of the story. We also have to Run it, possibly long after Build is done and the team disbanded. Service Management is desperately uncool, thanks in no small part to ITIL, but it really is important if we are to meet business needs, realise value and satisfy the users. This presentation explores the intersection between CD and ITSM and how each informs the other when it comes to Run.  
2. Gov.uk  essential public services like passports, BD&M, benefits, justice, citizenship and tax developer  "Government Service Design Manual" mentioned ITIL once http://www.itskeptic.org/content/kindergarten-primer-itil DiscoveryA short phase, in which you start researching the needs of your service’s users, find out what you should be measuring, and explore technological or policy-related constraints... It’s a very short phase, probably taking no more than a week. Hosting gets a whole 650 words. Supplier management? No Helpdesk: 715 words, and not one of them about on-call support or supplier service desk interlock. Or tech support. Or process, of any sort. Or shared helpdesk services. ITIL? Once, and not in the “More Reading” links. OK for a government department to approve a release transition with an SMS reply – really? Happily discovering the distinction between an incident and a problem The reality hits when an established multi-services enterprise tries to move to (or keep) an Agile model: “DevOps Enterprise”
3. Operational code not functional code
4. Operating model: Developers on call, Support four years on Service levels: SLA, OLAs, Ucs Archiving: not just data but web pages and operational code
5. Cultural resistance to process, but Standard+Case
6. ITSM describes how the world works: it applies to all IT models/approaches Don’t see DevOps/CD (or ITIL) as a silver bullet Devops and traditional ITSM both have something to learn from each other This is a developing field, stay informed ITSM is not one model amongst many: it describes how the world works. ITIL and CD are different ways of describing the same ITSM reality. Both can teach the other, and rejecting either loses precious knowledge and experience. There is no one silver bullet: be careful not to get caught up in the excitement of any one set of ideas - the ITIListas have been there, they know (now). Some great work has been done and is still going on in finding the common ground between the two world-views. They are two big communities and neither of them is stupid; they both have something to say. There is more to be done: it is a work in progress that we should all track. For those designing systems, and those doing CD, ITSM merits close study, even ITIL - to deal with such issues as major incidents and catastrophes; support; data warehousing; service aggregation across suppliers; governance of IT; measurement of service levels, TCO, and ROI etc. And in return DevOps and CD are (slowly) transforming the way ITSM sees change and production.