This document discusses how IT service management (ITSM) governance can enable and support infrastructure as code (IAC) practices in an organization. It provides three key takeaways: 1) ITSM governance is a differentiator for enterprise adoption of IAC by ensuring quality and meeting customer needs, 2) ITSM governance should not be an obstacle and can be achieved through continuous integration/continuous delivery principles, and 3) lean principles and value stream mapping can be used to understand how people, processes, and technology fit together in ITSM.

1. ITSM GOVERNANCE &
INFRASTRUCTURE AS
CODE
JASON WALKER
@TheDesktophero

2. Created with reveal.js
ABOUT ME
Father of 5
Grandfather to 2
Born in Delaware
Lived in climates with temperature deltas of over 170 F

3. ABOUT ME
Worked at Target since 2000(ish)
Chase Bank for a few years
Too many kitchen jobs prior to count
(not a Test Kitchen plug)

4. CURRENT ROLE
A lead engineer in our Infra-Ops world @TGT

5. CURRENT ROLE
Minister of Culture
#DOTGT
long story

6. CURRENT ROLE
System development
Life cycle driven

7. CURRENT ROLE
Studier of LEAN

8. CURRENT ROLE
Practicing 'goat'-ocology
aspiring goat, if nothing else

9. PAST ROLES
Integration engineer (files, messages, web, ETL)
Telephony engineer
Systems developer

10. ITSM GOVERNANCE
What are we talking about?

11. QUICK CONTEXT
[ITSM] is thus concerned with the implementation of quality
IT services that meet the needs of customers, and is performed
by the IT service provider through an appropriate mix of
people, process and information technology.
https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf

12. WHYDOYOUGETAMPEDABOUTTHISTOPIC?
So delighted you asked!

13. DEVOPS CORRELATION DIRECTLY TIED TO ITSM
OUTCOMES

14. THREE TAKE-AWAYS, TWO TOPICS:
ITSM AND IAC
ITSM Governance is a key differentiator(/enabler) to an
enterprise IAC movement {quality}
ITSM Governance, as an obstacle to IAC, will be more ignored
than acknowledged (because code wins!) {meet the needs}
ITSM Governance can be accomplished through the
(same)/similar principles of CI/CD {mix of three}

15. KEY TAKE-AWAY #1
ITSM Governance is a key differentiator for enterprise
adoption of IAC
https://farm9.staticflickr.com/8160/7214525854_41ea7719a4_o.jpg

16. KEY TAKE-AWAY #1
Quality: measurement in the form of a consistent &
predictable result(s) against similar kinds of products or
common types

17. KEY TAKE-AWAY #1
Defining the success/fail criteria, for quality, comes from
customers!
http://www.giftedwithgrit.com/wp-content/uploads/2014/01/successimage.jpg

18. KEY TAKE-AWAY #2
When used as an obstacle, the bold and clever will look for
workarounds to the process.

19. http://r.fod4.com/s=w750,pd2/o=80/http://p.fod4.com/p/media/d9d2001d35/kmff9BhTGGkOkhU1AhxI_Drawer%20Lock.jpg

20. KEY TAKE-AWAY #2
Welcome to my silo; please fill out my form

21. KEY TAKE-AWAY #2
Because code wins, the 'form' can be different ...
empowering!

22. KEY TAKE-AWAY #2
Feedback can be enabled with velocity => continuous,
automated testing gives context; enables the community to
build better software, systems, applications, stacks

23. KEY TAKE-AWAY #2
Community focus on fixes allows sharing of information

24. KEY TAKE-AWAY #2
Less meeting time and more #DO time

25. KEY TAKE-AWAY #2
Important CHANGE domain metadata for ITSM:
Who requested the change?
What is actually being changed?
When is the change being implemented?
How well tested is the change?

26. KEY TAKE-AWAY #3
Lean back on the DevOps practices to understand the mix of
people, process, and technology in ITSM

27. KEY TAKE-AWAY #3
Value Stream your process with real data to enable process
reviews and find the X/Y coordinates of what to work on
http://upload.wikimedia.org/wikipedia/commons/9/99/ValueStreamMapParts.png

28. KEY TAKE-AWAY #3
We leverage CI/CD to not only deliver the end-to-end IT
asset but leverage CI/CD to manage and extend the services
layer - iteratively

30. We landed on Chef for config/state management
But that's only part of the tech stack ...
KEY TAKE-AWAY #3
Rationalize patterns > the implementation tool; and use a
tool that empowers your community to feel safe to invest
his/her respective time

31. - Customers first on both sides of the governance
conversation
- ITSM governance needs as much as every other
component of the IT delivery
- Use small, iterative changes to evaluate progress; allows
people to see revel in battles won and quickly forget about
those lost
RECAP
ITSM AND IAC
kaizen

32. Special thanks for the infra crew @TGT
THE END
- @TheDesktophero
- Check out the @TGT booth in the expo
-
-
Target Tech Blog
Target Github OSS
RED