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cdSummit Austin - The Future of Enterprise Service Mangagement in a DevOps World by JP Morganthal
- 1. CSC Proprietary and Confidential The Future of Enterprise Service Management in a DevOps World JP Morgenthal @jpmorgenthal October 8, 2015
- 2. CSC Proprietary and Confidential 2CSC Proprietary and Confidential We’re Living In A Software-Defined Universe By MARC ANDREESSEN August 20, 2011
- 3. CSC Proprietary and Confidential 3CSC Proprietary and Confidential IT Needs To Start Operating Outside-In
- 4. CSC Proprietary and Confidential 4CSC Proprietary and Confidential Traditional IT Service Management • Based on a set of silos typically termed “towers” • Focused on cost of delivery instead of user experience • Rooted in failure avoidance instead of speed of restoration • Governed through exception instead of alignment with business operations goals • Managed inside-out instead of outside-in • Reliant upon swivel-chair operations instead of automation and consistent tooling • Highly bureaucratic instead of streamlined • High latency instead of high velocity Traditional IT Service Management has a number of shortcomings, which we have to address to deliver in a profitable and high-quality manner for our customers
- 5. CSC Proprietary and Confidential 5CSC Proprietary and Confidential Deliver software-driven innovation, faster What is “DevOps” • DevOps is a problem domain that encompasses the bottlenecks and constraints related to application delivery. • DevOps-related issues are resolved through the adoption of continuous delivery. • Businesses achieve continuous delivery through application of lean IT Steer Deploy Operate Develop and test DevOps continuous feedback
- 6. CSC Proprietary and Confidential 6CSC Proprietary and Confidential What Changes?
- 7. CSC Proprietary and Confidential 7 The towers will fall
- 8. CSC Proprietary and Confidential 8 Cross-functional capabilities and governance increase in tandem with greater levels of automation
- 9. CSC Proprietary and Confidential 9 ITSM data will no longer live independent of other operational data
- 10. CSC Proprietary and Confidential 10 There will be a shared accountability to get problems resolved
- 11. CSC Proprietary and Confidential 11 We will see an increased focus on resiliency and repair over failure avoidance
- 12. CSC Proprietary and Confidential 12 IT will need to adapt to meet the demand for business agility?
- 13. CSC Proprietary and Confidential 13CSC Proprietary and Confidential Changing Role of Enterprise IT’s Low Low HighIndustry differentiation Technology differentiation High • Efficiency, reliable • Modern, cloud • Secure/compliant • Speed, agility • Productivity • Evangelism • Application expertise • Ecosystem know-how • Process/value chain • Unique capabilities • Smart products • Outside-in leadership Provider Promoter Partner Peer
- 14. CSC Proprietary and Confidential 14 Reduce need for human intervention for repetitive and time consuming tasks Enable self-service Increase standardization of platforms for applications and data Leverage cloud computing to scale in, out and down as well as up Align IT engineering and operational actions with critical business initiatives
- 15. CSC Proprietary and Confidential 15CSC Proprietary and Confidential Managing Work Flow W. I. P. Optimize how work enters and exits the pipeline
- 16. CSC Proprietary and Confidential 16 Decisions • For any given change can we map the associated business processes that may be affected? • What is the required lead time from the business to enact a reprioritization of development objectives? • What level of overlap is there for a given dev or ops resource with regard to a given set of tasks? • What is the mean-time-to-repair for each of the systems in production? • What is the migration strategy for the current application portfolio? • Do we have the appropriate levels of communication and cooperation between IT departments to meet required service levels to the business?
- 17. CSC Proprietary and Confidential 17CSC Proprietary and Confidential Managing Work Flow W. I. P. W. I. P. W. I. P. Engineering Operations Security
- 18. CSC Proprietary and Confidential 18 We move to a system of continuously improvement of services
- 19. CSC Proprietary and Confidential 19CSC Proprietary and Confidential BUSINESS SOLUTIONS TECHNOLOGY OUTSOURCING Questions?
Editor's Notes
- Enterprise Service Management is an aged practice that emerged around the formalization of IT as a business operational concern. The tenets and best practices surrounding ESM have formed organically over time as businesses have needed to deliver support for the rapidly expanding role of Information Technology. It essentially represents a reactive activity of the business attempting to formulate an aggregate view of IT assets and better manage them for the business. The focus has been managing the resource versus supporting the business and, thus, is an extension of IT being a hurdle to achieving business agility versus enabling business agility if not the direct cause. ESM needs a reboot. As a factor of IT Transformation and Digital Transformation, IT no longer stands alone—or at least in a modern workplace it should not stand alone—it is the hub through which all other business services will see their efforts delivered. Marketing requires large-scale data analytics and webscale support for customer and partner access. Finance needs 360 degree views of how money is flowing through the business inclusive of unintended consequential impacts. For example, a Human Resources travel policy becomes responsible for increasing travel costs. These business activities are connected to availability of network, data, systems and service across the business. Hence, the business needs the ability to control flow into and out of the hub. The next incarnation of ESM is DevOps for Operations Management. It is all about leveraging a common set of tools and practices to deliver continuous delivery focused on operations management. This includes all aspects of managing, communications, automation, reporting, and monitoring. It's all about operating IT in an era where everything is software and programmable. This session will explore the impact of the API economy and a growing software-defined infrastructure on the next generation of IT operations and how to prepare for the forthcoming changes.
- What can we do to get better? Faster? Deliver higher quality? Many of you may have heard the term DevOps. Many of you may actually use the term to describe some aspect of what you’re doing to deliver applications today. But the reality is that DevOps doesn’t have a single, accepted definition, but one thing we can infer is that it encompasses a very specific problem domain around application delivery. The concrete, well-defined thing we can use to get better and improve is apply continuous delivery techniques. Continuous delivery focuses on creating an optimal (optimal for your business) path from concept into production. To correct points within that path, we can apply best practices from lean manufacturing and IT, such as value stream mapping and Kanban.
- Service Desk Technical Management Operations Service Catalog Problem Management