Devopsdays Edinburgh 2017 - Ignite talk - Swarming

ITSM, DevOps and Swarming discusses swarming as an alternative to traditional tiered support structures. The document outlines how BMC implemented swarming through rapid response teams, local dispatch swarms, backlog swarms and more. Swarming improved metrics like resolution time and customer satisfaction. The document also discusses how swarming aligns well with DevOps principles and can help deliver service based on Cynefin domains through different swarming approaches. Some challenges of swarming include increased costs and ensuring individual contributions are evaluated properly.

devopsdays Stockholm Ignite talk: Aligning DevOps with Enterprise-scale custo...

Devopsdays Stockholm Ignite talk. Summary: As DevOps grows within enterprises, products begin to be assimilated into mainstream user support processes, and DevOps teams find themselves in the traditional 3-tier support team structure. Problems arise because of fundamental inconsistencies between DevOps philosophy and the 3-tier structure. This presentation proposes Swarming as a better option, enabling DevOps to align more seamlessly into the enterprise, and ensuring that support issues have a minimal impact on innovation.

DevOps Enterprise Summit Las Vegas 2018: The Problem of Becoming a 3rd-Line S...

The document discusses how swarming is a better approach than traditional tiered support structures for DevOps teams. It describes how BMC implemented swarming, including severity 1 swarms for urgent issues and backlog swarms to address long-standing tickets. Swarming improved BMC's key metrics like resolution time and customer satisfaction. The document also notes challenges with swarming and how the approach aligns with DevOps practices like knowledge sharing and preventing burnout.

Service Manager Dag, Netherlands 2018: Why we should ditch the 3-tier support...

The document advocates replacing the traditional 3-tier support model with an approach called "swarming", where issues are addressed collaboratively by agents with different expertise rather than being escalated through tiers. It describes how BMC implemented swarming with rapid responders, local prioritization swarms, and backlog swarms. BMC saw improvements with faster resolution times, higher customer satisfaction, and reduced backlogs. The document also discusses how swarming principles align well with DevOps practices like knowledge sharing and prevention of work queues.

Configuration Management Camp 2018: The problem of becoming "3rd line support...

The document discusses the problems with a traditional tiered support structure and proposes an alternative called "swarming". Under the traditional structure, issues get bounced between support levels and specialists, leading to delays and individual burnout. The swarming approach uses dynamic, self-organizing teams that collaborate in real-time to resolve issues. It has led to improved customer satisfaction, faster issue resolution times, and knowledge sharing across the organization.

Velocity19 Berlin: Swarming, Cynefin…and avoiding the problems of becoming a...

DevOps Enterprise Summit 2019 - How Swarming Enables EnterpriseSupport to wo...

This document discusses how swarming enables enterprise support to better work with DevOps. It describes how swarming involves removing support tiers and instead calling on the collective expertise of an analyst "swarm". The document outlines BMC's swarming process for handling support issues and provides examples of improved results like reduced resolution times. It argues that swarming aligns well with DevOps principles and can help address challenges in complex systems using a Cynefin framework approach of probing, sensing, and responding.

1) The document discusses how swarming can help large enterprises scale support in a DevOps world. It describes how swarming removes traditional tiers of support and instead calls on collective expertise. 2) At BMC, swarming is used with severity-based swarms that come together to resolve issues. This has led to improved resolution times and customer satisfaction. 3) Swarming aligns well with DevOps principles and can help prevent burnout, but challenges include increased costs and difficulty evaluating individual contributions. Understanding issues using Cynefin can help determine the appropriate swarm approach.

SRVision 2019, Utrecht: Swarming and Cynefin

SITS15: Swarming - A radical new way to deliver service

Jon Hall presented on BMC's adoption of "swarming" as a new approach to customer support and IT service delivery. Some key points: 1) Traditional tiered support structures can result in long resolution times as issues move between support levels or specialists. 2) BMC adopted "swarming" in 2014 to replace this structure, having agents from different support levels collaborate dynamically to resolve issues faster. 3) Swarming involves rapid response teams, daily dispatch meetings to prioritize new tickets, and weekly backlog meetings to address longstanding issues. 4) BMC has seen improvements including a 25% faster median resolution time and higher customer satisfaction since adopting swarming.

SDI19: Swarming and Devops for ITSM

1) The document discusses ITSM, DevOps, and the concept of "swarming" in customer support. It describes how traditional tiered support structures can be replaced by swarming, which involves dynamically assembling teams of experts to resolve issues. 2) At BMC, swarming techniques have led to improvements such as 25% faster resolution times, an 8 point increase in customer satisfaction, and halved onboarding times for new employees. 3) The document argues that swarming is well-aligned with DevOps principles and can help support the challenges of scaling services across complex enterprise environments and integrated systems.

Swarming: How a new approach to support can save DevOps teams from 3rd-line t...

The document discusses how swarming, a new approach to support, can help DevOps teams avoid being stuck in "third-line ticket hell". It describes how BMC replaced the traditional tiered support structure with swarming, where issues are addressed by a collaborative network of specialists. Key benefits of swarming at BMC included improved resolution times, higher customer satisfaction, and freeing resources for new offerings. The document also notes how swarming aligns well with DevOps approaches and could help service management practices evolve to better support DevOps teams.

DevOpsDays Riga - Swarming Presentation

The document discusses how large enterprises can adopt a "swarming" approach to support similar to DevOps practices. It describes how traditional tiered support structures can lead to bottlenecks and hero analysts. Swarming instead removes tiers and calls on collective expertise of analysts. The document outlines how BMC implemented swarming through rapid responders, dispatch teams, product line teams, and backlog swarms. BMC saw improvements including 25% faster resolutions and higher customer satisfaction through knowledge sharing in swarms.

Site Reliability Engineering: Harnessing (and redefining) it for ITSM

- Site Reliability Engineering (SRE) is an emerging IT service management framework that updates traditional ITSM activities with concepts like managing to service level objectives, error budgets, reducing repetitive tasks, release engineering, and embracing risk. - However, SRE may not be directly applicable to most organizations as it was developed by Google at massive scale, and some key ITSM work is not software engineering. The concepts need to be redefined for broader ITSM use. - Some principles of SRE could be applied to areas like change management by dynamically adjusting approval levels based on past success rates and issues to intervene more smartly. A new name may also be needed to rebrand the SRE concept for broader ITSM

Jan de Vries - Becoming antifragile is more important than ever in disruptive...

matteo mazzeri

Techniques to build, engage and manage your intranet project

Rebecca Jackson

Workshop delivered at Ark Intranets and Strategy March 5 2015. As busy intranet teams with limited time and budget, making improvements, or even rebuilding an intranet can be a daunting prospect. In this workshop Rebecca will take you through a number of techniques which you can do yourself, to help build, manage and engage your staff in your intranet project. - Overview of user experience and change management techniques to increase engagement - Hands on activities to go in-depth into techniques such as card-sorting and personas

Bimodal IT: Shortcut to Innovation or Path to Dysfunction?

DevOps Paradox: Going Faster Brings Higher Quality, Lower Costs, & Better Out...

The 7 quests of resilient software design

This is basically a "lessons learned" talk. While dealing with resilient software design for several years meanwhile, I realized along the way that implementing a specific pattern like timeout detection, circuit breaker, back-pressure, etc. is the smallest of the challenges. As so often in software development, the actual pitfalls that keep you from being successful with your project - here, creating a robust application - are not to be found in the area of creating code. Based on my experiences, the actual pitfalls are to be found in areas that are at best loosely related to resilient software design. In this talk, I discuss some of those pitfalls that I have experienced more than once along my way. It starts with not understanding the goals of resilient software design, continues from a lack of understanding the characteristics of distributed system, over missing required feedback loops and deficiencies in functional design, to not understanding the trade-offs of applying resilience patterns, and ends with the problem of our continuous collective insight loss. The main objective of the talk is to sensitize for the pitfalls. Wherever possible I also added some suggestions how to deal with the topics. Unfortunately, some topics neither have an obvious nor a simple solutions - at least none that I would know about ... As always the voice track is missing and thus a huge part of the content of the talk. Yet, I hope the slides in themselves are of some use for you and offer some helpful ideas and pointers.

Digitization solutions - A new breed of software

This slide deck is about the challenges we have to face if we deal with digitization solutions. As this term currently is massively overused, I first introduce a very simple definition to define what I mean with "digitization solution" in the context of the presentation. Afterwards, I list the challenges - at least the most relevant ones - that arise from moving into the digitzation solution domain. Based on that, I try to examine the trends, prerequisites and limitations that you are confronted with from an IT point of view and you better need to adapt to if you are confronted with digitization in your company. Last, but not least, I try to derive some practical hints for us as individuals, how we can prepare for such an environment. As always, the voice track is missing, but I hope also the slides on their own bear some value for you.

devops - what's missing? what's next?

The document discusses how the concept of DevOps has evolved and what may come next. It argues that the game has changed in that organizations need to focus more on cultivating a culture of continuous learning and breaking down silos. To thrive in the future, organizations will need to become "learning organizations" by assessing their performance on dimensions like team learning, empowerment, and strategic leadership. They will also need to move beyond labels like "DevOps" and focus on cultivating sharing and growth in individuals. The key is becoming a learning organization that helps others learn as well.

I build the future - Agile 2014

This document discusses the author's journey with Agile and other software development methodologies. It describes how the author initially disliked Agile due to dogma but later found value in a more practical approach. The author advocates for focusing on individuals, working software, delighting customers, and continuous learning from change. Organizations should prioritize becoming the right people through a learning process rather than following specific methodologies or practices. The overall message is about continuously improving how organizations develop software, infrastructure, and themselves.

Startup Operating Systems

Dean Haritos

The document discusses operations systems for startups. It emphasizes building well-defined systems before hiring teams to ensure work is done predictably and efficiently. Key principles outlined include treating all internal customers well, managing by exception to focus on problems, solving each problem only once, and using "trim tabs" or minimal adjustments to influence outcomes. The document also provides templates and examples for defining department processes and product roadmaps.

Adopting innovation

OCSL - VMware, vSphere Webinar May 2013

OCSL

Adopting innovation

Climbing out of a Crisis Loop at the BBC

Rafiq Gemmail

Is DevOps Really Changing IT Support?

Using Infrastructure as an Accelerator of DevOps Maturity

Most DevOps journeys involve several phases of maturity. Research shows that the inflection point where organizations begin to see maximum value is when they implement tight integration deploying their code to their infrastructure. Success at this level is the last barrier to at-will deployment. Storage, for instance, is more capable than where we read and write data. In this session we’ll discuss the role and value extensible infrastructure has in accelerating software development activities, improve code quality, reveal multiple deployment options through automated testing, and support continuous integration efforts. All this will be described using tools common in DevOps organizations.

What's hot

Support at scale in a DevOps world How Swarming and Cynefin can save you from...

SRVision 2019, Utrecht: Swarming and Cynefin

SITS15: Swarming - A radical new way to deliver service

SDI19: Swarming and Devops for ITSM

Swarming: How a new approach to support can save DevOps teams from 3rd-line t...

DevOpsDays Riga - Swarming Presentation

Site Reliability Engineering: Harnessing (and redefining) it for ITSM

Jan de Vries - Becoming antifragile is more important than ever in disruptive...

matteo mazzeri

Techniques to build, engage and manage your intranet project

Rebecca Jackson

Bimodal IT: Shortcut to Innovation or Path to Dysfunction?

DevOps Paradox: Going Faster Brings Higher Quality, Lower Costs, & Better Out...

The 7 quests of resilient software design

Digitization solutions - A new breed of software

devops - what's missing? what's next?

I build the future - Agile 2014

Startup Operating Systems

Dean Haritos

Adopting innovation

OCSL - VMware, vSphere Webinar May 2013

OCSL

Adopting innovation

Climbing out of a Crisis Loop at the BBC

Rafiq Gemmail

What's hot (20)

Support at scale in a DevOps world How Swarming and Cynefin can save you from...

SRVision 2019, Utrecht: Swarming and Cynefin

SITS15: Swarming - A radical new way to deliver service

SDI19: Swarming and Devops for ITSM

Swarming: How a new approach to support can save DevOps teams from 3rd-line t...

DevOpsDays Riga - Swarming Presentation

Site Reliability Engineering: Harnessing (and redefining) it for ITSM

Jan de Vries - Becoming antifragile is more important than ever in disruptive...

Techniques to build, engage and manage your intranet project

Bimodal IT: Shortcut to Innovation or Path to Dysfunction?

DevOps Paradox: Going Faster Brings Higher Quality, Lower Costs, & Better Out...

The 7 quests of resilient software design

Digitization solutions - A new breed of software

devops - what's missing? what's next?

I build the future - Agile 2014

Startup Operating Systems

Adopting innovation

OCSL - VMware, vSphere Webinar May 2013

Adopting innovation

Climbing out of a Crisis Loop at the BBC

Viewers also liked

Is DevOps Really Changing IT Support?

Using Infrastructure as an Accelerator of DevOps Maturity

Managing the Infrastructure Stack with PowerShell

Using Machine Learning to Optimize DevOps Practices

Peter Varhol

The API Side of Monitoring

Nordic APIs

“‘With microservices every outage is like a murder mystery’ is a common complaint. But it doesn’t have to be! This talk gives an overview on how to monitor distributed applications and how common monitoring APIs can help with this effort. We dive into: - Logs: Why structured logs should be the new norm of logging and how to centralize them. - Metrics: This includes both application metrics (using REST APIs or JMX for example) as well as system metrics, which are more similar to the classical ‘top’ output. - Traces: The Open Tracing Foundation is basically the golden standard of tracing at the moment. We use Sleuth to show how to trace requests through a distributed system and Zipkin to display how long each call takes. This combination of logs, metrics, and traces is also called the holy trinity of monitoring.”

Philipp Krenn - NoSQL Means No Security?

Kevin Cross

A document discusses security issues with NoSQL databases like MongoDB and Redis. It notes that MongoDB is bound to all interfaces and lacks authentication by default, leaving servers vulnerable. Redis also lacks strong authentication and transport security by default. The document lists several common vulnerabilities in the Elastic Stack, including remote code execution, directory traversal, and CORS misconfiguration issues. It introduces Painless, a new scripting language for Elastic Stack that aims to be secure and performant.

Josh Atwell - Infrastructure Extensibility at Home and in DevOps

Kevin Cross

Josh Atwell presented an Ignite talk on infrastructure extensibility at home and in DevOps. The talk discussed how APIs and SDKs can be used to manage infrastructure and integrate with common tools, providing agility to change infrastructure programmatically and maximize available features. Atwell also covered how policy-based management uses policies to define identity and behavior consistently across many resources, helping to control and monitor configuration drift.

VMUG Melbourne - DevOps - Not Just for Open Source and Unicorns

Presented at the 2017 Melbourne VMUG UserCon event: https://www.vmug.com/Attend/VMUG-UserCon/Melbourne-VMUG-UserCon-2017 DevOps is sweeping the IT industry like no other movement since server virtualization. It's changing the way IT is operating, how it delivers value, and the economics around IT. A prevailing view is that DevOps is only happening in the most open and unique places. In this talk we will explore the variety of areas where DevOps is being applied successfully. I'll discus how the tools (VMware, PowerShell, Puppet) and frameworks that support our traditional VMware virtualized environment come to bear in this new framework. I'll dig deeper into the methodologies of DevOps and how they affect the way our virtual environments are managed and drive value. Once we reach the impressive summary slide, attendees should have a stronger view of how their skills apply in this new framework.

$Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯$ $Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯$

Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯

Keeping up with the brisk pace of change requires a steady stream of investment of your time and energy. While this motivates us, it also takes a negative toll on our lives. How do you stay in the forefront while maintaining some element of balance in your overall life? In this talk I’ll share my story of investment as a baseline for discussion. I’ll share how I came to make key choices at different points in my career. I’ll discuss how it effected (and still effects) my family, my relationships, and my career. My goal is to open up dialog and make us more comfortable discussing this topic.

DevOps and Groupthink An Oxymoron?

Qualitest

Viewers also liked (10)

Is DevOps Really Changing IT Support?

Using Infrastructure as an Accelerator of DevOps Maturity

Managing the Infrastructure Stack with PowerShell

Using Machine Learning to Optimize DevOps Practices

The API Side of Monitoring

Philipp Krenn - NoSQL Means No Security?

Josh Atwell - Infrastructure Extensibility at Home and in DevOps

VMUG Melbourne - DevOps - Not Just for Open Source and Unicorns

$Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯$ $Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯$

Work + Family +Self + Fast Paced Industry = ¯\_(ツ)_/¯

DevOps and Groupthink An Oxymoron?

Similar to Devopsdays Edinburgh 2017 - Ignite talk - Swarming

DevOpsDaysRiga 2018: Jon Hall - DevOps in the enterprise: how "swarming" can ...

DevOpsDays Riga

As DevOps becomes increasingly established in enterprises, and its outputs become widely adopted, DevOps practitioners increasingly find themselves absorbed into traditional, large scale IT support structures. Often this means becoming “tier 3” in a multi-layered support structure. The shortcomings of this structure make it the antithesis of DevOps: the siloed nature of tiered support creates work-in-progress queues. Cross-functional collaboration is limited, communication is disjointed, and knowledge sharing is difficult. In this presentation we will discuss Swarming: an alternative methodology now emerging in forward-looking enterprises, which sets out to dismantle the tiered approach, replacing it with a dynamic, lean, and cross-functional methodology which is a much better fit for DevOps.

Agile Roles #3 The Product Owner – What is this Mythical Beast?

Agile Auckland

What the heck is a Product Owner? Why do you need one? And how can the Product Owner help a team soar – or crash horribly? In this talk Anthony Marter will share his experience developing the Product Owner role in 2 large NZ software organisations. He’ll cover · The basics of the role, and how an effective Product Owner contributes to the success of a team · The challenges of the role, especially at scale · Why an effective Product Owner is key to establishing and maintaining organisational Agility

The Three Pillars of Continuous Delivery - Boston Continuous Delivery Event

XebiaLabs

The document discusses the three pillars of continuous delivery: culture, practices, and tooling. It argues that culture is expressed through practices, which are carried out using tooling. However, many organizations initially focus on tooling and practices before establishing a supportive culture. The document recommends starting with easily implementable tooling to demonstrate quick wins, and then focusing on developing practices and culture over time to sustain continuous delivery efforts.

SDEC15: Help the Scrum Master *IS* the Impediment

Ryan Ripley

The hothouse approach

Richard Powell

Agile in Action - Agile Overview for Developers

Matt Cowell

How (can) Scrum and DevOps Walk Together to Build a High-Quality Product Deli...

Scrum Day Bandung

DrupalCon 2013 Making Support Fun & Profitable

Promet Source

Turning Human Capital into High Performance Organizational Capital

John Willis

The document discusses how adopting DevOps practices and principles can help turn human capital into high-performing organizational capital by focusing on lean principles, building a safety culture, and becoming a learning organization. It provides examples of how companies have achieved faster delivery, higher quality, and better outcomes through practices like continuous delivery, automation, breaking down silos, and prioritizing learning from failures over blame. Adopting these approaches can lead to significantly better IT and business performance metrics.

Coaching teams in creative problem solving

Flowa Oy

Agile has helped teams to collaborate and organize work better. That’s great. Better teamwork and better understanding of the work definitely helps a team to do right things. Agile has also lead the way toward technical practices such as Continuous Integration and Delivery, Test Driven Development and SOLID-architecture principles. Great, these things definitely help the team to do things right. Then again, most of the time in software projects goes into problem solving and similar creative acts. Agile has relatively little to give on these areas. Currently, agile is not about creativity nor is it about problem solving. This coaching circle session will focus on the creative core of software development: solving creatively novel, original and broad problems more effectively all the time. I will introduce some principles and tools I’ve found useful when helping people to solve hard problems and to find creative solutions.

Scrum Pocket Edition - Cas2k14

Vanesa Tejada

Scrum And The Enterprise

James Peckham

This document discusses strategies for scaling Scrum practices within large organizations. It addresses organizing teams, integrating work across teams, managing people and skills, prioritizing work in an enterprise backlog, and delivering value through iterative development focused on the highest priority items. Key challenges include integrating work across multiple teams and layers, managing specialized skills, and ensuring continuous delivery of value at the enterprise level.

XP Practices as Scaffolding for Breakthrough Companies

⇥ Tung Lam Vu ⇤

This document discusses how XP practices can provide scaffolding or temporary support structures for breakthrough companies looking to sustain high innovation while addressing legacy challenges. It suggests implementing an Agile approach to keep delivering value while iteratively improving technical debt. Automation is emphasized to safeguard changes. External help can strengthen scaffolding through training, assessments and coaching. Communities of practice help sustain changes by advancing practices without much management.

SDLC & DevSecOps

Irina Kostina

The document discusses security best practices across the software development lifecycle (SDLC). It covers: - The Microsoft Security Development Lifecycle (SDL) methodology which includes activities like threat modeling, security testing, using approved tools and cryptography standards, managing third-party components, and establishing an incident response process. - Static and dynamic application security testing (SAST and DAST) - SAST analyzes source code for vulnerabilities while DAST tests running applications. Both have tradeoffs in terms of when issues are found, expenses to fix, and what types of vulnerabilities are discovered. - DevSecOps practices like integrating security activities into each stage of development through techniques like incremental threat modeling, automated testing, and continuous

Making Support Fun & Profitable: DrupalCon Portland

Anne Stefanyk

After the site launches and the project is over, there are two paths: developers and project managers can shake client's hands, pat backs, and all head our separate ways. Or we can continue to build a relationship - continue being a part of our client's success. Strong long-term relationships benefit clients by providing trust and security, like a familiar mechanic or the barber we have had since we were a kid. As merchants, we also benefit. Happy clients mean referrals and recurring income. Offering support is a different type of commitment, requiring a different strategy. A dev shop becomes a different type of service provider, and needs to prepare for great execution. This session will cover the why, how, and when of offering support, as well as exchange ideas about the many aspects: selling, marketing, staffing, delivering and monitoring support for Drupal. Appealing to both the technical and non-technical, topics include: - How to determine what type of support your clients need - Organizing support requests, working within budgets and architecting timelines - Workflow tactics and tools we love - How to audit a site, understand it, and help it grow - Best practices for your support development workflow - Developer notes from the trenches- what you should know and look for Come hear different perspectives on support and join the conversation!

'Stakeholder Engagement Shortcuts': Ilan Goldstein @ Colombo Agile Conference...

ColomboCampsCommunity

2015 Balanced Teams: Product Management, Engineering, UX Design

Janice Fraser

Scrum Master Lessons from my 4 Year Old Son

Ryan Ripley

At a recent cookout, my 4 year old son, Dawson, ran for the back yard and easily joined a game of hide and seek. Watching this unfold, I realized that these kids are naturally agile. They got straight to playing (the value) and didn’t need a lot of ceremony to get there. They kids all did a quick hello, told Dawson what game they were playing, and invited him to join in (daily scrum). Then they played. He and his friends self-organize, self-manage, and solve problems on the fly. They naturally exhibit the agile values and scrum practices that many adults struggle with daily. For example, most parents have been bombarded with an unending stream of “Why’s?” from their child. Why does this work? Why did that happen? Why? Why? Why? While this line of questioning can be stressing, it is also invaluable to finding the root cause of an issue. Scrum teams use this approach – called The 5-Why’s – to get past technical issues and down to interpersonal issues that could be hindering the team. This session is a fun discussion about the behaviors I’ve noticed in my son and how they translate to important lessons that all scrum master need to learn to better serve their teams.

Will The Test Leaders Stand Up?

Paul Gerrard

This document discusses the need for leadership in the testing community to drive innovation and change. It provides examples of challenges facing testers at different companies and how they are addressing them through approaches like shifting testing left into development, adopting agile practices, and using analytics. It argues that testing is no longer just an end phase but must be integrated into continuous delivery. For change to happen, testers will need to embrace new approaches, challenge old ways of thinking, and stand up as leaders to define the future of testing.

Technical Excellence Doesn't Just Happen--Igniting a Craftsmanship Culture

Allison Pollard

This document discusses igniting a culture of craftsmanship in software development. It argues that technical excellence is necessary for agility, as ignoring technical debt and quality will eventually slow a project. The document outlines some common causes of technical debt, such as cutting corners and overengineering. It also discusses how paying down technical debt through refactoring can improve both internal code quality and external customer outcomes. Overall, the document advocates for continuous attention to technical practices, automated testing, refactoring and simple designs in order to sustain agility in software development.

Similar to Devopsdays Edinburgh 2017 - Ignite talk - Swarming (20)

DevOpsDaysRiga 2018: Jon Hall - DevOps in the enterprise: how "swarming" can ...

Agile Roles #3 The Product Owner – What is this Mythical Beast?

The Three Pillars of Continuous Delivery - Boston Continuous Delivery Event

SDEC15: Help the Scrum Master *IS* the Impediment

The hothouse approach

Agile in Action - Agile Overview for Developers

How (can) Scrum and DevOps Walk Together to Build a High-Quality Product Deli...

DrupalCon 2013 Making Support Fun & Profitable

Turning Human Capital into High Performance Organizational Capital

Coaching teams in creative problem solving

Scrum Pocket Edition - Cas2k14

Scrum And The Enterprise

XP Practices as Scaffolding for Breakthrough Companies

SDLC & DevSecOps

Making Support Fun & Profitable: DrupalCon Portland

'Stakeholder Engagement Shortcuts': Ilan Goldstein @ Colombo Agile Conference...

2015 Balanced Teams: Product Management, Engineering, UX Design

Scrum Master Lessons from my 4 Year Old Son

Will The Test Leaders Stand Up?

Technical Excellence Doesn't Just Happen--Igniting a Craftsmanship Culture

More from Jon Stevens-Hall

Expanding our Understanding: Complex Adaptive Systems

Jon Stevens-Hall discusses complex adaptive systems and complexity in digital systems. Some key points: - Complex adaptive systems are groups of semi-autonomous agents that interact in interdependent ways to produce system-wide patterns that influence agent behavior. - Characteristics of complex systems include self-organization, emergence, resilience, observer dependency, path dependency, chaos, irreducibility, and intractability. - Digital systems exhibit both essential complexity from new features and accidental complexity as a byproduct of constraints. - Failure in complex systems can have multiple interacting causes rather than a single root cause. - Management of complex systems requires understanding what states are desired, allowed, and possible rather than assuming direct

Rethinking Site Reliability Engineering for ITSM - SDI virtual event "New Way...

This document discusses rethinking the application of Site Reliability Engineering (SRE) principles to IT Service Management (ITSM). It notes that while SRE has innovative concepts like focusing on eliminating toil and defining service level objectives, the name "SRE" implies a specialist developer role and may not apply to many ITSM contexts. It also cautions that most organizations are not at the scale of Google and a separate production operations team may not be efficient. The document proposes rebranding the SRE concept for ITSM with a new name and identifying new ways to apply key SRE principles to reduce toil and improve reliability within common ITSM frameworks and practices.

BMC Engage 2015: Optimizing Service Desk Interactions with Knowledge Management

Knowledge Management in BMC Remedy 9.1

How the Internet of Things and 20 billion devices will change your job

This document discusses how the rise of the Internet of Things (IoT) and 20 billion connected devices by 2020 will change IT support and jobs. Key points include: - The IoT enables new types of connected devices and shifts control away from traditional IT departments. - IoT devices have different component bases, software-driven innovations, and introduce new security and support challenges for IT. - IT departments must adapt approaches to enable great field support, conduct discovery of all IoT devices, build knowledge bases, and adopt agile practices to support the decentralized nature of IoT services.

IAITAM ACE 2016, New Orleans - Presentation

The document discusses how IT asset management is evolving with the rise of digital services, cloud computing, mobility, and the Internet of Things. Key points include: 1) IT asset management practices need to adapt to new technologies like virtualization, cloud, containers, and the growing use of software as a service. 2) The lines between traditional IT assets like physical servers and new cloud/software-based assets are blurring, making management more complex. 3) To effectively manage a digital enterprise, IT asset managers must understand both the services their assets support and the financial perspectives of different stakeholders.

Evolving Service for the Digital Workplace

This document discusses how the digital workplace is evolving to better meet the needs of a mobile, distributed workforce. It notes that 75% of the global workforce will be millennials by 2030, who expect to access documents and tools on any device. However, traditional IT is struggling to keep up with this pace of change and employee productivity is suffering. The document advocates for a user-centric, service brokering approach where IT focuses on enabling choice and innovation through a unified app store, rather than controlling access. This shifts IT's focus from technology to the customer experience and allows employees to work in a more agile, engaged manner with the tools they choose.

Optimizing Service Desk Interactions with Knowledge Management - BMC Engage 2015

This document discusses optimizing service desk interactions with knowledge management. It notes that knowledge is becoming more important as digital businesses deploy more digital services. While this presents challenges for IT support like knowledge taking time to produce, knowledge is fundamental to an assistive service tool. The document outlines BMC Software's focus on enabling the power of knowledge through features like instant knowledge presentation, collaboration, knowledge underpinning self-service, and fast assisted knowledge creation. It provides an overview of BMC's Knowledge Centered Support approach and roadmap to scale knowledge to better support the growing digital enterprise.

BMC Engage 2015: IT Asset Management - An essential pillar for the digital en...

This document discusses how IT asset management (ITAM) needs to evolve to support the digital enterprise. Assets are changing rapidly with virtualization, cloud computing, and the Internet of Things. Effective digital service management requires understanding both the services provided and the underlying assets. The document recommends aligning ITAM with digital services by using both traditional and new data collection methods, embedding ITAM into digital services, and taking a proactive approach to compliance and cost optimization. IT asset managers are well-positioned to provide oversight to CIOs in the new digital business environment.

BMC Engage 2015: Smart IT, MyIT and the Power of the Service Platform

The document is a presentation about digital service management given by Jon Hall of BMC Software. Some key points are: - Expectations of customers and employees have changed and the old ways no longer work. - To succeed at digital service innovation, companies need to focus on service innovation, personalize the customer experience, and simplify service delivery. - BMC's suite of digital service management tools gives customers the power to innovate and transform their service through an intuitive user experience, intelligent discovery, open marketplace, and visual development tools.

IT Trends Set to Shape Software Asset Management (IBSMA SAM Summit June 2015)

A look at some of the disruptive enterprise IT trends which will change Software Asset Management over the upcoming years. References: S5: PWC Global 100 Software Leaders: The growing importance of apps and services http://www.pwc.com/en_GX/gx/technology/publications/global-software-100-leaders/assets/pwc-global-100-software-leaders-2014.pdf S6: IDC Worldwide SaaS Enterprise Applications 2014-2018 Forecast and 2013 Vendor Shares http://www.idc.com/getdoc.jsp?containerId=252568 S7: SkyHigh Networks Cloud Adoption and Risk Reports (1-7) https://www.skyhighnetworks.com/cloud-report/ S8: BSA: NAVIGATING THE CLOUD: Why Software Asset Management Is More Important Than Ever http://portal.bsa.org/samcloud/bsasamcloud.pdf S12: “Your Cloud Future Is Here - How IT Can Embrace The Business Demand For Cloud And Exceed Expectations” Forrester, June 2013 http://documents.bmc.com/products/documents/35/77/443577/443577.pdf S15: CIO.com: 5 Misconceptions of Cloud Software and Virtual Licensing http://www.cio.com/article/2387027/cloud-computing/5-misconceptions-of-cloud-software-and-virtual-licensing.html S18: Announcing Amazon Elastic Compute Cloud (EC2) - 24th August 2006 http://aws.amazon.com/about-aws/whats-new/2006/08/24/announcing-amazon-elastic-compute-cloud-amazon-ec2---beta/ Licensing Oracle Software in the Cloud Computing Environment (c.2008) https://web.archive.org/web/20100311022227/http://www.oracle.com/corporate/pricing/cloud-licensing.pdf S21: Steve Balmer Youtube video, uploaded 5th October 2009 https://www.youtube.com/watch?v=NIN4g8cB_xg S24: Docker 1.0 brings container technology to the enterprise (ZDNet, 9th June 2014) http://www.zdnet.com/article/docker-1-0-brings-container-technology-to-the-enterprise/ S25: Docker Hub registry image (unofficial) for Oracle Enterprise Edition https://registry.hub.docker.com/u/filemon/oracle_11g/ S26: Docker Hub registry image for IBM MQ Advanced https://registry.hub.docker.com/u/ibmimages/mqadvanced/ S29: Gartner Predicts 2015: The Internet of Things (via ZDNet article, 27th January 2015) http://www.zdnet.com/article/gartner-predicts-a-quarter-billion-connected-vehicles-by-2020/ S31: Oracle Software Investment Guide S32: Steve Banker: The Intelligent Forklift in the Age of the Industrial Internet of Things (Forbes, 3rd March 2015) http://www.forbes.com/sites/stevebanker/2015/03/16/the-intelligent-forklift-in-the-age-of-the-industrial-internet-of-things S33: Gartner: Software Licensing and Entitlement Management Is the Key to Monetizing the IoT (Apr 2014) http://www.gartner.com/newsroom/id/2700017 S34: The 3rd Industrial Revolution. Intelligent Devices, Software and the IoTs. IDC/Flexera via http://learn.flexerasoftware.com/SWM-WP-IDM-AUM-Third-Industrial-Revolution RightScale State of the Cloud 2015: http://assets.rightscale.com/uploads/pdfs/RightScale-2015-State-of-the-Cloud-Report.pdf

Bridging the Gap - The Value of Integrated Asset and Service Management

The document discusses the evolution of IT asset management from a finance focus to an integrated approach with IT service management. As technology has advanced, assets have become more diverse, including virtual machines, software as a service, mobile devices, and emerging internet of things technologies. This creates challenges in understanding costs, ownership, and how assets support services. The document argues that IT asset management must embed within IT service management frameworks in order to optimize usage, costs, and provide a complete view of IT services and the assets that enable them. With a coordinated approach, IT asset management can help CIOs make better decisions through connecting digital assets to business services.

BMC Engage - ITAM 2015-2020: The Evolving Role of the IT Asset Manager

Session Description: Corporate IT is rapidly evolving as the technology landscape changes. In this presentation, Jon Hall, Lead Product Manager for ITAM at BMC, argues that asset management is becoming an ever-more critical factor in managing that change. Far from being a “custodian of spreadsheets,” the IT asset manager is uniquely positioned to observe, oversee, manage, and influence the make-up of the next generation service environment. The presentation will explore some of the biggest technology changes impacting business IT, and explore how a cross-functional and informed ITAM function can help the business to get the best from them.

Bridging the Gap - the Value of Integrated Asset and Service Management