Incident Management for the Agile World

1. ITSM Solutions and Devops
Alignment
Incident Management for the
Agile World
Manish Kalra – Director, Product Marketing | @mkalra
@pagerduty

2. IT Landscape

4. Rise of the Application Centric Business
UBER
Owns no cars
Disrupting transportation
Twitter
Owns no media outlets
Disrupting communications
airbnb
Owns no hotels
Disrupting hotel industry
Amazon
Owns no retail outlets
Disrupted EVERYTHING

5. Innovation
Pace
Brand
Competition
Security
Customer
Demands
Relevant
Pressures on the Business

6. Stability Agility
Release Velocity
New Markets
Competitive Response
Customer experience
Uptime and Performance
Security & Compliance
What Do We Do
ITSM DevOps

7. Stability Misalignment Agility
• Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Customer Touch
• Fluid
• Agile
• Continuous
• Short Cycle
• New Project
• High Customer Touch
• Polar Opposite
• Competing
Attitudes
• Mismatch on
Technology
• Lack of Mutual
Understanding
• Too Much Change
at Once
So Lets Transform
ITSM DevOps

8. Stability Agility
Lets Buy Tools
ITSM DevOps
ITSM DevOps

9. Tools Alone Are Not The Solution
47%Of teams use 6+
monitoring tools
27%Consolidate alerts
IT organizations that have tried
to custom adjust current tools
to meet DevOps practices have
a failure rate of 80%….

10. Tools Still Need Help
What’s important
Teams struggle to find
the right signal in all the
noise
85%
Of teams
miss alerts
79%
Have availably
Problem - Monthly

11. Tools
Won’t fix the problem
Stability Agility
ITSM DevOps

12. PeopleProcessTools
Alignment
Automation
Visibility
Correct Path
Standards
Shared Knowledge
Identification Process
Cultural of Collaboration
Shared Responsibility
Shared Accountability

13. Collaboration/Resolution
PagerDuty
ITSM and DevOps Alignment
MICROSERVICES
APPS & SERVICES
CONTAINERS
CLOUD
NETWORK
DATABASE
SERVERS
Developer
NOC
Helpdesk
IT Ops
System and User
Efficiency
Incident Event Alert
PeopleTools Process
Deployment Tools
Monitoring Tools
Ticketing Tools
APP
SYSTEM
LOG
WEB
MOBILE APP
Automatic
Escalations
On-Call
Scheduling

14. PagerDuty
The Fastest Path to Incident Resolution
Bringing together tools, process, and people
People
One platform for NOC, Helpdesk,
& Responders that brings teams
together
Process
To consolidate and cluster alerts
to surface the real problems and
notify the right people
Tools
Leverage existing tools to deliver
modern ops for a unified view
across all apps and services