Devops and Culture Cocktail Party 0913


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Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”.

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Devops and Culture Cocktail Party 0913

  1. 1. 2© ITSM Academy Devops and The IT Culture Cocktail Party DevOps ITSM Agile Jayne Groll ITSM Academy @ITSM_Jayne LinkedIn Profile
  2. 2. 3© ITSM Academy About Jayne Groll  Former IT Director (not a developer)  Co-founded ITSM Academy in 2003  ITIL Expert, ISO20000 Consultant  Certified Scrum Master  Certified Process Design Engineer (CPDE) Our Team! Me ITSM Academy @ITSMAcademy LinkedIn Page
  3. 3. 4© ITSM Academy Have you heard about DevOps? Which ITIL processes have you implemented so far? I just saw an awesome tool demo Awesome IT Conference 2013 Lots of talking, but who is listening?
  4. 4. 5© ITSM Academy In DevOps, we talk a lot about culture
  5. 5. 6© ITSM Academy But IT is actually a multicultural society
  6. 6. 7© ITSM Academy Each culture has its loyal fan base And it’s detractors
  7. 7. 8© ITSM Academy Which results in a lot of conflicting messages ITIL is too commoditized DevOps lacks a standard of practice More tools! Better tools! I’m so confused! Agile is only for developing software IT Guy
  8. 8. 9© ITSM Academy Are you suffering from a cultural divide? Dev Ops Brent
  9. 9. 10© ITSM Academy It’s time to belly up to the bar  And become a DevOps culture mixologist You can create an awesome IT culture with ingredients from the top shelf of each framework, standard or approach
  10. 10. 11© ITSM Academy Ingredient 1: “Git R Done” Scrum  Agile is not just for software development anymore Project management Content development Agile service management Complex workflows Lots of non-developers are becoming Certified Scrum Masters
  11. 11. 12© ITSM Academy Pair it with a Kanban Board Simple, yet powerful Could we use it for − Change and Release Management (Phoenix)? − Other ITSM processes (Problem?) − Standard operational workflows Everyone should play the Kanban game!
  12. 12. 13© ITSM Academy Ingredient 2: ITSM  It’s not a four letter word! (OK it is, but… ) It’s vital for the “ever after” Can be made more agile through change models and kanbans Is only bureaucratic if you make it that way It’s non-prescriptive None of the ITSM frameworks are perfect or complete but there’s some really good guidance!
  13. 13. 14© ITSM Academy Lots of buzz about DevOps and ITSM Good news from #gartneriom that #devops and #itil can work together :) DevOps and ITSM Are Not at Odds by @RealGeneKim #DevOps How to fix TD ... Rename "Product Owners" to "Service Owners" and then make them wear pagers Join us for our 6/18 webinar w/@:XXXX "How Can YOU Make #DevOps a Reality?" #EntArch #IT #PaaS Is Release Management the Devops process?
  14. 14. 15© ITSM Academy Ingredient 3: Automation Pair your tools with strong measurements and metrics
  15. 15. 16© ITSM Academy The not-so-secret ingredient: DevOps  DevOps is all about people The way they think The way they interact The way they behave The way they work The way they perceive themselves and their colleagues
  16. 16. 17© ITSM Academy Add a splash of common vocabulary  How about a universal DevOps glossary? Start with the “cookbook” Evolve through crowd-sourcing (e.g., Urban Dictionary) Integrate and align with other frameworks and practices DevOps
  17. 17. 18© ITSM Academy And you now have the IT Culture Cocktail  Ingredients:  1 part “get r done” Scrum − Paired with a Kanban board  1 part process improvement (ITSM)  1 part cool tools (Automation) − Paired with meaningful metrics  2 parts culture (DevOps)  Splash of common vocabulary  Shot of alcohol of your choice Shake, don’t stir. Serve daily. It gets more potent with age.
  18. 18. 19© ITSM Academy A word of warning Please do not use Kool-Aid in this recipe.
  19. 19. 20© ITSM Academy So let’s embrace the differences And create the kind of culture we all want to work within.
  20. 20. 21© ITSM Academy Thank You! Jayne Groll ITSM Academy @ITSM_Jayne LinkedIn Profile
  21. 21. EXCLUSIVE WEBINAR “Ripped from the Classroom” The Service Desk of the Future Donna Knapp, ITSM Academy’s Curriculum Development Manager & Author of the 1st college textbook on Help Desk / Service Desk October 17th at 11am EST @ITSM_Donna