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[Webinar] 3 Key Ways Service Desk Automation Can Support DevOps

Watch the full presentation here:

In this webinar, join IT management consultant Barclay Rae as he demystifies the real-world value and applications of DevOps for your service desk. Learn valuable tips for adopting the underpinning ethos for whatever the size or nature of your organization.

Stick around for SunView Software's Adam OBrien as he looks at three distinct ways that today's service desk automation can support DevOps initiatives and strategies while maintaining organizational goals and standards.

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[Webinar] 3 Key Ways Service Desk Automation Can Support DevOps

  1. 1. + 3 Key Ways Service Desk Automation Can Support DevOps Adam OBrien Product Marketing Manager, SunView Software
  2. 2. 2 To deliver at DevOps speed (and scale), the technology framework must be designed for "human by exception," where as much work as possible is performed by programmatic means. Source: Gartner, 2015
  3. 3. 3 Continuous Monitoring Collaborative Development Continuous Release and Deployment Continuous Customer Feedback Continuous Testing Dev Ops Service Desk / ITSM Incident to Issue Tracking DevOps Toolchain to Change Management Metrics Reporting
  4. 4. 4 Streamline Feedback by Integrating Incident Management & Issue Tracking
  5. 5. 5 Incident Management to Issue Tracking By ensuring your incident management and issue tracking tools are integrated, you can leverage specific automations to accelerate incidents to proper teams, accelerating feedback, and reduce mean time to resolution for problems. Incident Management Issue Tracking DevOpsUsers
  6. 6. 6  Assignment automations based on application or other associated CIs  Automated notifications to Dev team on tickets against a business service or CI  Integrated collaboration tools for Ops to Dev discussions  Ticket promotion functionality for service desk staff Incident Management to Issue Tracking
  7. 7. 7  Improve visibility into incidents caused by application changes  Take proactive steps to eradicate repeat errors by pinpointing root causes  Take proactive steps to eradicate repeat errors by pinpointing root causes  Increase visibility of high-impact incidents and quickly escalate to streamline resolution, cutting down on resolution times and increasing service desk ROI Incident Management to Issue Tracking
  8. 8. 8 Improve Visibility by Integrating Change Management into the DevOps Toolchain
  9. 9. 9 Why Integrate Into the Toolchain? For a more efficient change orchestration, organizations need a single source of change management that provides complete visibility for risk management, metrics reporting, and compliance auditing “Move Faster”
  10. 10. 10 Improved Visibility 61% Of IT professionals believe DevOps improved visibility into IT process & requirements Source: Gartner, 2014
  11. 11. 11 Integrate Change Management with Toolchain  Setup Pre-Authorized Change Processing for Pre-approved Changes  Use API to integrate Change Management into Toolchain  Capture Critical Change Artifacts as Part of the Change Record
  12. 12. 12  Automate the capture all change artifacts across the DevOps toolchain  Increase visibility for risk and compliance management  Streamline change approval processes  Quickly pinpoint root causes of incidents/problems with history/audit trail Integrate Change Management with Toolchain
  13. 13. 13 Increase Organizational Buy-In with Better Real-Time Dashboards & Reports
  14. 14. 14 “Because DevOps does not have a formal framework, IT organizations attempting to implement DevOps principles and practices are often left with little guidance on how to measure the effectiveness of their programs.” - Gartner
  15. 15. 15 The Benefits of DevOps “Measure It”
  16. 16. 16 Metrics Reporting  Defined DevOps Success KPIs  Metrics Dashboards with KPI Score Cards Graphical Reports  SLA Measures for Incident Resolution
  17. 17. 17  Elevated employee engagement and interaction, leading to a focused and streamlined work effort  Organizational goals become common knowledge, creating an atmosphere of unified efforts  Real-time data allows organizations to be flexible with goals as incidents or customer needs arise  Increased ROI, as less man hours is needed to facilitate the collection of data Metrics Reporting
  18. 18. 18 Best-Value Service Management Platform for Any Size Organization  ITIL-Based Processes  Codeless Configurations  Persona Based Dashboards  Powerful Automations  Flexible Licensing Options  Seamless Integrations Want more info? Check out: SunView