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Disciplined Agile Operations and Support


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The way that you operate and support your solutions in production is a key aspect of your overall DevOps strategy. This deck works through the IT Operations and Support process blades of the Disciplined Agile framework. It describes critical principles for effective operations and support, several strategies for effective operations and support, and potential teaming structures. Every organization’s context is different, so having choices in how you approach operations and support is critical to developing a streamlined strategy that is right for you.

Published in: Software
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Disciplined Agile Operations and Support

  1. 1. Scott W. Ambler Senior Consulting Partner scott [at] @scottwambler Disciplined Agile Operations and Support Principles, Strategies, and Teaming Structures for Disciplined DevOps
  2. 2. Please input your questions into the question chat field © Disciplined Agile Consortium 2
  3. 3. Agenda •  Our principles •  Our scope •  Operations •  Support •  Parting thoughts © Disciplined Agile Consortium 3
  4. 4. © Disciplined Agile Consortium 4
  5. 5. The Seven Principles of Disciplined Agile © Disciplined Agile Consortium 5 Delight Customers Pragmatism Be Awesome Context Counts Choice is Good Optimize Flow Enterprise Awareness
  6. 6. © Disciplined Agile Consortium 6 Our Scope
  7. 7. Disciplined DevOps © Disciplined Agile Consortium 7
  8. 8. © Disciplined Agile Consortium 8 Operations
  9. 9. A Disciplined Agile Operations Mindset •  Run a trustworthy IT ecosystem •  Focus on the strategic (long term) over the tactical (short term) •  Streamline the overall flow of work •  Help end-users succeed •  Standardization without stagnation •  Regulate releases into production •  Sufficient documentation © Disciplined Agile Consortium 9
  10. 10. © Disciplined Agile Consortium 10
  11. 11. A Traditional Approach to Development and Operations © Disciplined Agile Consortium 11
  12. 12. DevOps at a Small Company © Disciplined Agile Consortium 12 •  As there is only a handful of product teams, a “you build it, you run it” approach is straightforward •  Operations Engineer(s) exist to support the product teams and handle common infrastructure issues
  13. 13. The DevOps Engineer “Role” © Disciplined Agile Consortium 13 Developer Operations Engineer Toolsmith Support Engineer Database Administrator •  This tends to be a position where the person(s) in it take on a collection of important roles •  DevOps Engineer tends to be a transitory role within smaller organizations or to organizations new to DevOps
  14. 14. DevOps at a Large Company © Disciplined Agile Consortium 14 •  Roles tend to become more distinct as operational complexity grows •  When there are many product/delivery teams, the need to support common strategic functionality increases
  15. 15. © Disciplined Agile Consortium 15 Support
  16. 16. A Disciplined Agile Support Mindset •  Avoid problems to begin with – Design the user experience (UX) •  Provide self-support strategies •  Favor proactive support over reactive •  Have two-way conversations •  Solve the problem, and do so quickly •  You build it, you support it © Disciplined Agile Consortium 16
  17. 17. © Disciplined Agile Consortium 17
  18. 18. DevOps – You Build It, You Support It © Disciplined Agile Consortium 18 •  Requires developers to have people skills •  Takes time away from development •  Motivates developers to understand usage and to build a quality experience •  Many organizations recognize that working with end users directly is a mark of a senior developer End User Developer Request for Help Information, Incident Status, Problem Resolution, …
  19. 19. The Support Workflow: High Level © Disciplined Agile Consortium 19
  20. 20. Assisted Support: The Escalation Process © Disciplined Agile Consortium 20 There is an incident, and self support isn’t sufficient Engages with support Level 1 Support Support Engineer Requires help or authorization Level 2 Support Support Manager/Senior Support Engineer Requires technical help to address Level 3 Support Developer
  21. 21. The Support Workflow: Detailed © Disciplined Agile Consortium 21
  22. 22. Building Out Your Support Environment © Disciplined Agile Consortium 22
  23. 23. © Disciplined Agile Consortium 23
  24. 24. Success Requires… © Disciplined Agile Consortium 24 A Flexible Mindset Context-Sensitive Strategies Great People Collaborating and Learning Together
  25. 25. Join the DA Community! Anyone who attends a Disciplined Agile presentation or workshop is entitled to sign up at to register for the designation “Disciplined Agilist” Seriously though, the DA designation is an important first step towards earning an actual DA certification, such as: More importantly, it gives you access to our “members only” information and webinars at © Disciplined Agile Consortium 25
  26. 26. Do you wish your organization’s leaders had a better understanding of agile? An Executive’s Guide to Disciplined Agile can help with that! © Disciplined Agile Consortium 26
  27. 27. Thank You! Scott [at] @scottwambler Disciplined Agile Delivery © Disciplined Agile Consortium 27
  28. 28. Scott Ambler + Associates is the thought leader behind the Disciplined Agile (DA) framework and its application. We are a management consulting firm that advises organizations to be more effective applying disciplined agile and lean processes within the context of your business. Our website is We can help © Disciplined Agile Consortium 28