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ITSM Solutions and Devops
Alignment
Incident Management for the
Agile World
Manish Kalra – Director, Product Marketing | @...
IT Landscape
Rise of the Application Centric Business
UBER
Owns no cars
Disrupting transportation
Twitter
Owns no media outlets
Disrupt...
Innovation
Pace
Brand
Competition
Security
Customer
Demands
Relevant
Pressures on the Business
Stability Agility
Release Velocity
New Markets
Competitive Response
Customer experience
Uptime and Performance
Security & ...
Stability Misalignment Agility
• Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Cust...
Stability Agility
Lets Buy Tools
ITSM DevOps
ITSM DevOps
Tools Alone Are Not The Solution
47%Of teams use 6+
monitoring tools
27%Consolidate alerts
IT organizations that have trie...
Tools Still Need Help
What’s important
Teams struggle to find
the right signal in all the
noise
85%
Of teams
miss alerts
7...
Tools
Won’t fix the problem
Stability Agility
ITSM DevOps
PeopleProcessTools
Alignment
Automation
Visibility
Correct Path
Standards
Shared Knowledge
Identification Process
Cultural...
Collaboration/Resolution
PagerDuty
ITSM and DevOps Alignment
MICROSERVICES
APPS & SERVICES
CONTAINERS
CLOUD
NETWORK
DATABA...
PagerDuty
The Fastest Path to Incident Resolution
Bringing together tools, process, and people
People
One platform for NOC...
ITSM Solutions and DevOps Alignment
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ITSM Solutions and DevOps Alignment

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Incident Management for the Agile World

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ITSM Solutions and DevOps Alignment

  1. 1. ITSM Solutions and Devops Alignment Incident Management for the Agile World Manish Kalra – Director, Product Marketing | @mkalra @pagerduty
  2. 2. IT Landscape
  3. 3. 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
  4. 4. Innovation Pace Brand Competition Security Customer Demands Relevant Pressures on the Business
  5. 5. Stability Agility Release Velocity New Markets Competitive Response Customer experience Uptime and Performance Security & Compliance What Do We Do ITSM DevOps
  6. 6. 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
  7. 7. Stability Agility Lets Buy Tools ITSM DevOps ITSM DevOps
  8. 8. 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%….
  9. 9. 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
  10. 10. Tools Won’t fix the problem Stability Agility ITSM DevOps
  11. 11. PeopleProcessTools Alignment Automation Visibility Correct Path Standards Shared Knowledge Identification Process Cultural of Collaboration Shared Responsibility Shared Accountability
  12. 12. 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
  13. 13. 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

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