Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
DevOps: The Future of ITSM, ITIL and
the Cloud
Hank Marquis
Practice Director for Cloud Solutions
at Global Knowledge
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 2
Your Presenter, Hank Marquis
 Ph.D. FBCS CITP
...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 3
• Saves money, but ROI isn’t why.
• Reduces Cap...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 4
Today: weeks-to-months to value
Storage
Compute...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 5
Tomorrow: hours to days
Storage
Compute
Network...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 6
The Day After Tomorrow: Seconds
Storage
Compute...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 7
Enterprise Agility Challenges
 In a word, Demo...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 8
Trends in IT Business Partnerships
 Social+Mob...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 9
In Summary…Cloud Changes Everything!
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 10
On-demand
self-service
Broad
network access
Ra...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 11
The Future is DevOps
 DevOps = Development + ...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 12
DevOps Drives Big Changes
Role, Job & Team Ch...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 13
Project Management Changes
 More SaaS and Paa...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 14
Development (Dev) Changes
SDLC (Waterfall) to ...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 15
IT Control Over Public Cloud
Why ITSM (still) ...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 16
Operations (Ops) Changes
 Ops shifting to “br...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 17
Affected Processes
 Demand Management
 Under...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 18
Service Strategy Tactics
 Document cloud cons...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 19
Affected Processes
 Service Catalog
Managemen...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 20
Service Design Tactics
 Architecture for clou...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 21
Affected Processes
 Change
 Release
 Deploy...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 22
Service Transition Tactics
 Drive DevOps: ide...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 23
Affected Processes
 Request Fulfillment
 Eve...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 24
Service Operation Tactics
 Setup Event Manage...
© 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 25
Summary
 Cloud changes everything, you can’t ...
Thank You for Attending
For more information contact us at:
www.globalknowledge.com | 1-800-COURSES |
am_info@globalknowle...
Upcoming SlideShare
Loading in …5
×

DevOps: The Future of ITSM and ITIL

6,539 views

Published on

https://www.brighttalk.com/webcast/10193/87613
Cloud computing allows development teams to get applications into production faster. ITSM leaders must adopt new strategies and change existing processes or risk becoming a bottleneck. Successful cloud computing requires the DevOps -- the fusion of development and operations with the goal of accelerating time to market and reducing time to value. The good news is that ITIL is uniquely positioned to accelerate DevOps -- but it requires changes to existing ITSM processes. In this session Hank Marquis will show you:

- How to tune and tweak ITIL processes to shift your operations into high gear and make sure your organization benefits from cloud computing
- The ways cloud changes business, and how IT has to respond to remain relevant
- The changes existing ITSM/ITIL processes require to avoid becoming a bottleneck
- How ITIL is uniquely positioned to facilitate DevOps

Hank Marquis is the Practice Director, Cloud Solutions, at Global Knowledge, and a DevOps thought leader. He has extensive experience in this area: recently he was a sr. level Director for Infrastructure & Service Architecture at Fortune 50 Lowes where he was responsible for the “Plan” in a Plan-Build-Run IT organization moving full-speed into SoMoCo -- social+mobile+cloud, including DevOps. Hank’s a well-known practitioner with 30+ years I&O and AppDev experience. He’s also an ITIL Expert, reviewer and contributor to ITIL Service Strategy 2011, and a published author of service management and application development books.

Published in: Technology

DevOps: The Future of ITSM and ITIL

  1. 1. DevOps: The Future of ITSM, ITIL and the Cloud Hank Marquis Practice Director for Cloud Solutions at Global Knowledge
  2. 2. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 2 Your Presenter, Hank Marquis  Ph.D. FBCS CITP  Global Knowledge Practice Director for Cloud Solutions  32 years IT (really?!)  APMG/OGC author, ITIL reviewer  Fortune 50 to startup Service Management experience  15 years ASP & Cloud
  3. 3. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 3 • Saves money, but ROI isn’t why. • Reduces CapEx, but that’s not why. • It’s services, but that’s not why. • It’s not a fit for every app, firm or team. • It’s not even as good as what it replaces… • And it has more attack surfaces and risk vectors! Why we’re here, talking about cloud We’re here, talking about cloud because of agility
  4. 4. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 4 Today: weeks-to-months to value Storage Compute Network AppDev Project Mgmt App OPS ITIL/ ITSM Compliance/ Governance Business Analyst
  5. 5. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 5 Tomorrow: hours to days Storage Compute Network AppDev Project Mgmt App Business Analyst Cloud Operating System SDN API Cloud OPS ITIL/ ITSM Compliance/ Governance API API
  6. 6. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 6 The Day After Tomorrow: Seconds Storage Compute Network DevOps Project Mgmt Business Analyst Cloud Operating System API API SDN API Cloud Service Management Compliance/ Governance App
  7. 7. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 7 Enterprise Agility Challenges  In a word, Demographics  Gen Y demands BYOD & ubiquitous access  Won’t accept restrictive IT  Internet firms taking out established firms  Think amazom.com  Lifespan of apps diminishing  By the time it’s ready, it’s obsolete  Micro market bubbles  “Hot” features come fast (and go)
  8. 8. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 8 Trends in IT Business Partnerships  Social+Mobile+Cloud (SoMoCo)  Social is how people want to work – retention, hiring, productivity, succession/promotion, generational  Mobile is how workers want to be – access their systems and data from anywhere, on any device  Cloud – is the engine underneath social and mobile  Big Data  Business intelligence analytics spearheading predictive strategies (killer app for cloud?)
  9. 9. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 9 In Summary…Cloud Changes Everything!
  10. 10. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 10 On-demand self-service Broad network access Rapid elasticity Measured service Resource Pooling (including virtualization) 5 Essential Features (technologies) Software as a Service (SaaS) Platform as a Service (PaaS) Infrastructure as a Service (IaaS) 3 Service Models Private Cloud Community Cloud Public Cloud Hybrid Cloud 4 Deployment Models Cloud Holds Many Visible Opportunities for ITIL Improvements
  11. 11. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 11 The Future is DevOps  DevOps = Development + Operations  We used to say “Integrating ITSM into the SDLC”  Faster time to value, removes the “middleman”  Continuous release, new platforms in minutes  Legacy Ops processes “a problem”  The structure of IT processes must change  The approach to RACI for processes must change  Consistent process must remain (That means ITIL)
  12. 12. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 12 DevOps Drives Big Changes Role, Job & Team Changes Project Management changes Focus on the non-functional vs. functional Development Changes SDLC becomes Agile; plus SCRUM and even NoOps ITSM changes Control must devolve & processes must automate
  13. 13. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 13 Project Management Changes  More SaaS and PaaS = focus on QoS v. functional  BA’s define functional requirements  Non-functional (aka quality of service) requirements now critical  Monitoring, instrumentation, analytics, etc.  Classic PM needs to support Agile & SCRUM  Daily releases, features vs. applications, many smaller teams
  14. 14. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 14 Development (Dev) Changes SDLC (Waterfall) to Agile Continuous delivery often to goal Test in production is the norm Software allocates resources itself
  15. 15. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 15 IT Control Over Public Cloud Why ITSM (still) matters Networks Servers Operating Systems Storage Deployed Application Settings Software as a Service Platform as a Service Infrastructure as a Service control limited control no control
  16. 16. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 16 Operations (Ops) Changes  Ops shifting to “broker & communicator” from “installer & maintainer”  Demand, Service Portfolio, Financial Management  Service Catalog, Service Level, Supplier, Capacity, Availability & ITSCM, InfoSec  Request Fulfillment, Event, Incident, Problem, Access Management  SACM, Knowledge and Deployment, Decommission and Transfer (Release)
  17. 17. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 17 Affected Processes  Demand Management  Understand & Influence customer demand for services  Provision capacity to meet demands  Analysis of PBA & UP  Differential charging  Service Portfolio Management  Understanding business value  Financial Management  ABC’s Questions Answered  Why can’t my work e- mailbox be the same size as my web mailbox?  How do we keep users from ordering incompatible services?  What else can we do with these new services?  How do we track cloud IT costs? Service Strategy for Cloud
  18. 18. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 18 Service Strategy Tactics  Document cloud consumer functional and quality of service requirements  Understand demand for cloud services  Implement customer satisfaction surveys & complaint mgmt  Assess cloud provider's offerings, capabilities and competitors  Develop a strategy to serve customers  Ensure implementation of the strategy  Choose cloud service and delivery models, use cases  Identify systems to move to cloud  Define cloud provider and broker selection criteria  Establish charging, billing and capacity management policies  Controls must change to support change management  Audit, SOX, etc. to allow speed required
  19. 19. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 19 Affected Processes  Service Catalog Management (and automation)  Service Level Management  Supplier Management  Capacity Management  Availability & ITSCM  InfoSec Questions Answered  How can we simplify IT using cloud services?  What is the internal supply- chain for cloud?  How does it change from today?  What about licensing and other security issues?  General Computing Controls  Regulations (SOX, HIPPA, PCI, etc.) Service Design for Cloud
  20. 20. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 20 Service Design Tactics  Architecture for cloud portability, integration and interoperability  Coordinate designs for mash-ups and hybrids  Create and deliver a service catalog to customers  Gather requirements for monitoring and reporting  Mitigate risk for cloud availability and security  Decommission capacity as required  Manage suppliers performance  Drive Self-service & Automation
  21. 21. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 21 Affected Processes  Change  Release  Deployment, Decommission & Transfer  SACM  Configuration Items  CMDB  Knowledge Management  Ex. BYOD, specialized knowledge around Ops in a POD  Cloud provider KB access Questions Answered  How can we introduce code faster?  How can we release daily if it takes 10 days to approve a change?  Why can’t Dev have DTQ access without change management? ITIL Service Transition for Cloud
  22. 22. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 22 Service Transition Tactics  Drive DevOps: identify, decentralize and expedite changes to match velocities with Agile Pods/teams  Work with Audit to Adapt GCCs are needed  Move from “process” to “processes”  Establish change models by cloud provider/service as well as internal dev and ops teams  Federate change approvals, automate RFCs  Coordinate changes & releases across cloud providers/mash-ups  Automate Dev/Test/QA activities across cloud providers and hybrids  Ensure customer quality of service (vs. functional) requirements are built into dev project plans  “Release Models”  Extend configuration management to include configuration of PaaS and IaaS services  Consider changing CI types
  23. 23. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 23 Affected Processes  Request Fulfillment  Event Management  Incident Management  Problem Management  Access Management Questions Answered  How does the Service Desk change in a Cloud world?  What is the role of Problem Management if we use Cloud?  With so many cloud services, who/how do we manage access? ITIL Service Operation for Cloud
  24. 24. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 24 Service Operation Tactics  Setup Event Management and monitoring methods aligned with SLM  Define Incident prioritization tables as well as major incident handling procedures; integrate with cloud providers  Update Problem Management to facilitate cloud provider issues; shift to communications & tracking  Develop automation and Request Fulfillment for on-demand IaaS/PaaS  Ensure Access Management and Event Management detect and react to unauthorized access to services  Support DevOps – move as much automation and activity from Ops to Dev as possible
  25. 25. © 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 25 Summary  Cloud changes everything, you can’t avoid it so get behind it  Use ITIL/ITSM to offer mentoring on how to choose and mange services wisely  IT doesn’t go away with cloud, its role changes  ITSM/ITIL are critical to success with cloud  DevOps is your angle into the conversation  Show what you know by getting out of the way
  26. 26. Thank You for Attending For more information contact us at: www.globalknowledge.com | 1-800-COURSES | am_info@globalknowledge.com

×