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.

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

3. What Now???
“Oh good….a
new
management
initiative”

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?

7. Perceptions: DevOps
Or…..
 Exciting
 Attractive
 The future

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