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ITIL and DevOps can be friends

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ITIL and DevOps can be friends - DevOps Enterprise Summit San Francisco 2015

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  • Hi Jan, my colleague just went to the DevOpsDays 2016 in Kiel Germany and told me about your presentation. Very interesting! I was wondering if you can suggest any books, communities, etc. to dig deeper into this topic. Maybe something what helped you as well. Thank you.
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ITIL and DevOps can be friends

  1. 1. ITIL and DevOps can be friends Jan-Joost Bouwman, Ingrid Algra Implementing Agile ITSM @ ING Netherlands DOES2015 San Francisco• 19 October 2015
  2. 2. Jan-Joost Bouwman • Process Owner Change Management • DevOps Community manager @ ING • Background in Operations and Processes • >15 years of experience in IT • Birdwatcher, travelling the world for birds • @JanJoostBouwman Ingrid Algra • IT Chapter Lead • Integration layer girl • >15 years of experience in IT • @ING since: 01-10-2000 • Aerobics, horseback riding • @ingridweij 2 Introducing us
  3. 3. Market leaders Benelux Growth markets Commercial Banking Challengers 3 Who is ING?
  4. 4. 4 At ING the role of IT has changed from service to strategy driver Clear and easy Today straight through processing enables ING to deliver a 5 min instantaneous offering Anytime & anywhere Today internet & mobile enable ING´s customers to do their banking 24x7 via Mobile or the internet Empower Today CRM and predictive banking solutions enable ING to focus on helping customers to understand their future prosperity Keep getting better Agile development methods have enabled ING to constantly deliver new value to our customers
  5. 5. Transition of the organisation
  6. 6. Transition of the organisation 2011
  7. 7. Transition of the organisation 2011 2013
  8. 8. Transition of the organisation 2011 2013 2015
  9. 9. 9 The great divide
  10. 10. 10 The great divide DevOps teams: We don’t want to do ITIL anymore! It is so much administration and we don’t see the added value. We only want to use a backlog.
  11. 11. 11 The great divide Risk Management: We still need ITIL to prove to our regulators we are in control! You have to use it! DevOps teams: We don’t want to do ITIL anymore! It is so much administration and we don’t see the added value. We only want to use a backlog.
  12. 12. 12 There may be a way to restore the peace!
  13. 13. 13 There may be a way to restore the peace! Eliminating duplicate administration, making the ITIL Processes as lean as possible. Introducing…
  14. 14. 14 There may be a way to restore the peace! Eliminating duplicate administration, making the ITIL Processes as lean as possible. Introducing…
  15. 15. Solving incidents should not affect team predictability (Sprint goal) • Each Sprint has reserved capacity for operational tasks • Recommended 30% - but base it on historical data • Priority 1 and 2 incidents must be solved immediately • Lower priority within bandwidth • Outside bandwidth after approval of Product Owner 15 Incident management in ING Agile ITSM means utilising bandwidth
  16. 16. Strive for Today in – Today out (TiTo) Working with almost empty incident queues gives more satisfaction and a competitive mindset Each team has a dashboard showing open incidents in real time 16
  17. 17. Changes: • Workarounds in Knowledge systems • No more Known Error record Problem records still require minimal registration (status, short description): • Reassignment to other teams • Management reports & dashboards • Linking incident records for insight in reoccurrence Minimise build up of Technical Debt by aiming for This Sprint In Next Sprint Out (TSINSO) Problem Management tasks managed as User Story in the Product Backlog 17
  18. 18. 18 In Change management we take the biggest steps
  19. 19. 19 In Change management we take the biggest steps
  20. 20. We still need to manually change our CI’s. Possible improvements: • Discovered data • Automated generation of CI’s in the CD Pipeline CFG is more in the ‘new’ world! • Also includes building actual configurations of applications and the stack • And keeping those in version control 20 Configuration Management: more progress to be made
  21. 21. • Customer focus (reliability) • Feedback loop (mostly incident management) • Uniform process • Discipline What can Agile/Scrum learn from ITIL? 21
  22. 22. • Need for speed • Customer focus (adding value) • Limiting WiP • Feedback loop (what customers really want) 22 What can ITIL learn from Agile/Scrum?
  23. 23. • no real conflict. • ITIL still has adds value ta a DevOps way of work. • It does help to make the processes as lean as possible • ITIL and Agile/Scrum/DevOps can work together • This requires understanding and acceptance of each other’s expertise 23 Wrap up
  24. 24. Thank you @ingridweij @JanJoostBouwman visuals by Isabelle Hörl: www.isabellehorl.com | @IsabelleHorl we are hiring!

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