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@Josh_Atwell #DevOps #NewOps
Adopting a Continual
Improvement Mindset for IT
Josh Atwell | @josh_atwell
Sr Technology Advocate, Splunk
@Josh_Atwell #DevOps #NewOps
How did they
do it?
Sciencemag.org @Josh_atwell @MyVMug #NewOps
9-11 Ft Tall
6 Tons
5.4 ft Tall
.068 Tons
@Josh_Atwell #DevOps #NewOps
A little bit at a time.
Applied New Tools.
Worked as a Team.
Sciencemag.org @Josh_atwell @MyVMUG #NewOps
@Josh_Atwell #DevOps #NewOps
The Case for Continuous
Improvement
Personal, Technology, Business, IT Ops
@Josh_Atwell #DevOps #NewOps
Personal Impacts
@Josh_Atwell #DevOps #NewOps
Technology Impacts
Last 5 Years
• Virtualized x86 VMs
• Large Apps
• On-prem virtual datacenters
• Single “pain” of glass (punny)
• Tools silos
• Structured Data
• Development needs
abstracted
Next 5 Years
• Containers, Services, Cloud
• Distributed Applications
• Multi-cloud management
• AI/ML assisted observability
• Tools versatility
• Structured, Unstructured Data
• Development needs critical and
diverse
@Josh_Atwell #DevOps #NewOps
Business Impacts
@Josh_Atwell #DevOps #NewOps
Traditional Operations teams must change how they think about their
job. It is no longer just about availability, mean time to restore (MTTR),
and mean time between failure (MTBF). Instead, it is more about the
speed at which the infrastructure teams can deliver the needed
resources and services required for the business to thrive while also
driving reliability, resilience, and cost-effectiveness.
Modernizing Operations in the Age of DevOps
https://itrevolution.com/book/modernizing-operations-age-devops/
Organization Impacts
@Josh_Atwell #DevOps #NewOps
Growing Beyond Fire Fighting
You can’t improve what you can’t measure
@Josh_Atwell #DevOps #NewOps
DATA Driven IT Ops today
Do
Anything
That
Alerts
If it beeps, we silence it.
@Josh_Atwell #DevOps #NewOps
DATA Driven IT Ops tomorrow
Data
Analyze
Train
Apply
If it beeps twice, we
missed something.
Automate
@Josh_Atwell #DevOps #NewOps
Understand Your Data. It Tells the Story
• Sev 1 Incidents Could we have seen this coming?
• Data Quality Are we collecting the right things
• Data Volume Is it too much? Alert/Data Fatigue
• System Knowledge Do we understand how this data
relates? What next?
Identify the data and scenario that led to incident. Collect in the gaps
Regularly review data ingest for its value – Remove misleading data
Collecting everything is laborious without smarter tools. Train your systems.
Ask good questions of your data. Apply automated responses for the answers.
@Josh_Atwell #DevOps #NewOps
Assume the Unforeseen
@Josh_Atwell #DevOps #NewOps
Successful organizations do not
seek improvement in silos
Improving Responsiveness, Collaboration, and Learning
@Josh_Atwell #DevOps #NewOps
Understand App Development Workflows
Optimize at ConstraintsLearn Development
Pain Points
Developer Productivity = Business Productivity = IT Productivity
@Josh_Atwell #DevOps #NewOps
Transparency
• If “they” can’t see it,
”they” can’t help you
• Sharing is caring
• Survivability = Vacation = Promotion
Impressive Transparency Graphic © Josh Atwell
<insert your name>
@Josh_Atwell #DevOps #NewOps
Adopt new Tools
and Technologies
Marathon runners do not train sitting on the couch
@Josh_Atwell #DevOps #NewOps
Experienced?
Experiment!
No one becomes proficient or expert without practice
Andrew Redington/Getty Images @Josh_atwell @MyVMUG #NewOps
@Josh_Atwell #DevOps #NewOps
Avoid Adding Toil
• Minimize new processes – reuse
existing processes
• Adopt technologies for Self Service
• Listen to user needs. Assume
nothing. Get Clarification
• Add Tech Debt reduction to each
new project scope to increase
agility
If a human operator needs to
touch your system during
normal operations, you have
a bug
@Josh_Atwell #DevOps #NewOps
Experienced? Be Honest
@Josh_Atwell #DevOps #NewOps
Creating a Learning Culture?
@Josh_Atwell #DevOps #NewOps
“Our ability to
learn makes
us adaptable”
@Josh_Atwell #DevOps #NewOps
Understand
the Ways We
Learn
“Formal” Training
• Books
• Videos
• Classroom
“Informal” Training
• Mentoring
• On-the-Job Experience
• Google
Don’t make it Binary
• Ad-Hoc Learning (YouTube)
• Learn with/From Peers (How do you?)
• Share with others (Internal sharing sessions)
• Take Classes (Get started or Round Out
Knowledge)
Complete Learning
@Josh_Atwell #DevOps #NewOps
Let’s Take it Home
@Josh_Atwell #DevOps #NewOps
Mindset Adjusters
• You can’t improve what you
can’t measure
• Find and use the right tools for
the job.
• Become a full-time learner
• Successful organizations do not
seek improvement in silos
• Optimization anywhere other
than the constraint may do more
harm than good.
@Josh_Atwell #DevOps #NewOps
Focus
• Once you better understand processes, focus on the tools and
technology that can improve those processes and priorities.
• Don’t get distracted by every bright and shiny object.
• Spend calories where the development and app teams point out pain.
• Seek regular small improvements – 10% improvement / quarter
@Josh_Atwell #DevOps #NewOps
No Shortcuts
@Josh_Atwell #DevOps #NewOps
“I’ve always believed that if you took one-tenth of the energy you put
into complaining and applied it to solving the problem, you’d be
surprised by how well things can work out.”
Randy Pausch, The Last Lecture

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Adopting a Continual Improvement Mindset for IT

  • 1. @Josh_Atwell #DevOps #NewOps Adopting a Continual Improvement Mindset for IT Josh Atwell | @josh_atwell Sr Technology Advocate, Splunk
  • 2. @Josh_Atwell #DevOps #NewOps How did they do it? Sciencemag.org @Josh_atwell @MyVMug #NewOps 9-11 Ft Tall 6 Tons 5.4 ft Tall .068 Tons
  • 3. @Josh_Atwell #DevOps #NewOps A little bit at a time. Applied New Tools. Worked as a Team. Sciencemag.org @Josh_atwell @MyVMUG #NewOps
  • 4. @Josh_Atwell #DevOps #NewOps The Case for Continuous Improvement Personal, Technology, Business, IT Ops
  • 6. @Josh_Atwell #DevOps #NewOps Technology Impacts Last 5 Years • Virtualized x86 VMs • Large Apps • On-prem virtual datacenters • Single “pain” of glass (punny) • Tools silos • Structured Data • Development needs abstracted Next 5 Years • Containers, Services, Cloud • Distributed Applications • Multi-cloud management • AI/ML assisted observability • Tools versatility • Structured, Unstructured Data • Development needs critical and diverse
  • 8. @Josh_Atwell #DevOps #NewOps Traditional Operations teams must change how they think about their job. It is no longer just about availability, mean time to restore (MTTR), and mean time between failure (MTBF). Instead, it is more about the speed at which the infrastructure teams can deliver the needed resources and services required for the business to thrive while also driving reliability, resilience, and cost-effectiveness. Modernizing Operations in the Age of DevOps https://itrevolution.com/book/modernizing-operations-age-devops/ Organization Impacts
  • 9. @Josh_Atwell #DevOps #NewOps Growing Beyond Fire Fighting You can’t improve what you can’t measure
  • 10. @Josh_Atwell #DevOps #NewOps DATA Driven IT Ops today Do Anything That Alerts If it beeps, we silence it.
  • 11. @Josh_Atwell #DevOps #NewOps DATA Driven IT Ops tomorrow Data Analyze Train Apply If it beeps twice, we missed something. Automate
  • 12. @Josh_Atwell #DevOps #NewOps Understand Your Data. It Tells the Story • Sev 1 Incidents Could we have seen this coming? • Data Quality Are we collecting the right things • Data Volume Is it too much? Alert/Data Fatigue • System Knowledge Do we understand how this data relates? What next? Identify the data and scenario that led to incident. Collect in the gaps Regularly review data ingest for its value – Remove misleading data Collecting everything is laborious without smarter tools. Train your systems. Ask good questions of your data. Apply automated responses for the answers.
  • 14. @Josh_Atwell #DevOps #NewOps Successful organizations do not seek improvement in silos Improving Responsiveness, Collaboration, and Learning
  • 15. @Josh_Atwell #DevOps #NewOps Understand App Development Workflows Optimize at ConstraintsLearn Development Pain Points Developer Productivity = Business Productivity = IT Productivity
  • 16. @Josh_Atwell #DevOps #NewOps Transparency • If “they” can’t see it, ”they” can’t help you • Sharing is caring • Survivability = Vacation = Promotion Impressive Transparency Graphic © Josh Atwell <insert your name>
  • 17. @Josh_Atwell #DevOps #NewOps Adopt new Tools and Technologies Marathon runners do not train sitting on the couch
  • 18. @Josh_Atwell #DevOps #NewOps Experienced? Experiment! No one becomes proficient or expert without practice Andrew Redington/Getty Images @Josh_atwell @MyVMUG #NewOps
  • 19. @Josh_Atwell #DevOps #NewOps Avoid Adding Toil • Minimize new processes – reuse existing processes • Adopt technologies for Self Service • Listen to user needs. Assume nothing. Get Clarification • Add Tech Debt reduction to each new project scope to increase agility If a human operator needs to touch your system during normal operations, you have a bug
  • 22. @Josh_Atwell #DevOps #NewOps “Our ability to learn makes us adaptable”
  • 23. @Josh_Atwell #DevOps #NewOps Understand the Ways We Learn “Formal” Training • Books • Videos • Classroom “Informal” Training • Mentoring • On-the-Job Experience • Google Don’t make it Binary • Ad-Hoc Learning (YouTube) • Learn with/From Peers (How do you?) • Share with others (Internal sharing sessions) • Take Classes (Get started or Round Out Knowledge) Complete Learning
  • 25. @Josh_Atwell #DevOps #NewOps Mindset Adjusters • You can’t improve what you can’t measure • Find and use the right tools for the job. • Become a full-time learner • Successful organizations do not seek improvement in silos • Optimization anywhere other than the constraint may do more harm than good.
  • 26. @Josh_Atwell #DevOps #NewOps Focus • Once you better understand processes, focus on the tools and technology that can improve those processes and priorities. • Don’t get distracted by every bright and shiny object. • Spend calories where the development and app teams point out pain. • Seek regular small improvements – 10% improvement / quarter
  • 28. @Josh_Atwell #DevOps #NewOps “I’ve always believed that if you took one-tenth of the energy you put into complaining and applied it to solving the problem, you’d be surprised by how well things can work out.” Randy Pausch, The Last Lecture