Presented at http://www.novelvista.com/novelvista-siam-verism-conference.html

1. A Tale of three musketeers – ITSM, Agile & DevOps!!!

2. Savinder Puri
@savinderpuri | savinderpuri@gmail.com
B.E. (Computers), Class of 2000 Build Engineer by chance,
stayed back by choice!
Macro photography enthusiast Reiki Grandmaster, Angelic Healer

3. • The most aristocratic of the three
musketeers and also the oldest.
• Distinguished in every way - intellect,
appearance, bravery and
swordsmanship.

4. • A handsome young man, quiet and
somewhat foppish.
• He constantly protests that he is only
temporarily in the Musketeers, and
that any day now he will return to the
Church to pursue his true calling

5. • Loud, brash, and self-important.
• Enjoys outfitting himself handsomely;
but for all that, he is a valiant fighter
and a courageous friend

6. “This being understood, let us proceed with our history.”
― Alexandre Dumas, The Three Musketeers

8. Rise of “Application (App)” centric Business

9. No. of cars or houses?

10. All Tesla cars have the hardware to be driverless. All we need is software updates!

11. 11
• RTC
• PVCS 6
• Local folders (COM
component)
• TFS 2008 (.Net)
• GitHub, BitBucket
Front-end
• VB6
• ASP .Net
Middleware
• MS Server 2008
• SQL Svr 2008 R2
• Message MQ / Broker
• Biztalk
Back-end
• Mainframe
• Compass
Release Management System
BMC Remedy (Ticketing System)
Focus
Consolidate Automate Establish
Establish
A real world Financial Services Enterprise
Source Control

12. “Why every Company Is A Technology Company”
“Every company is a tech company now
(yes, even Blue Apron)”
“We see ourselves as a technology company,
with a banking license”
“Silicon Valley will be competing with us very soon.
We are ready”

16. 1
2
3
4

17. Faster (Requirements – Development – Build – Deployment – Testing – Release – Support)

20. Version
Control Continuous
Integration
Build Artifacts Db Server
App Server
Web Server
Continuous
Integration
Continuous Delivery
Infrastructure
Automation
Container
Virtualization
Container
Management
Bins/Libs Bins/Libs Bins/Libs
App 1 Web 1 Db1
App 1-n
Web 1-n
Db 1-n
Azure Container Service
New “ways of working” Who/What/Where
Application +
Infrastructure
Microservices,
Experience Design
Scaling, Pay-as-u-go
Faster (Requirements – Development – Build – Deployment – Testing – Release – Support)

22. IT will always rely on Services Services will always need to be Managed
Agile ITSM
Today in Today Out (TiTo)
Incident Management
This Sprint In Next Sprint Out
(TSINSO)
Problem Management
Adapted to Agile/Scrum
Change Management
Version, CI / CD
Configuration Management
Level 1
Level 2
Level 3
Hero SME
Prioritize
Severity 1 Swarm
Dispatch Swarm
1%
99%
Specialist Product Teams
Backlog Swarm
Traditional Support Ladder Agile ITSM Support System

23. Problem / Incident / Event Management
Re-think number of Processes & critical KPI’s
Re-align Key Responsibilities
Detect – To – Correct and “Left Shift”
Do we really need 25 beautiful processes?
You write it, you release it, you maintain it
Establish Agile practices
Automate
Reduce “Process debt” & reduce handoff
Across Dev, Test & Ops organizations
As much as possible
Across Dev, Test and Ops
Key initiatives to integrate ITSM and DevOps

24. Epics
User
Stories
Sprint
Feedback
Code and Commit
Build and Unit Test
Quality Tests
Security Checks
Code Reviews
Build and Unit Test
Continuous
Integration
Change Release
Plan
Release
Patch
Support
Continuous DeliveryAgile Site Reliability Engineering
Event
Incident
ProblemKnowledge
SLM
Organizational agility drives the Value Stream
In it’s evolved form, ITSM is here to stay with Agile and DevOps!
Service Strategy Service Design Service Transition Service Operations

25. DevOps is the future of SIAM !

27. @savinderpuri | savinderpuri@gmail.com