This webinar discusses the impact of DevOps on ITIL implementations. It begins with introductions of the presenter and objectives. The topics to be covered are outlined and include explanations of ITIL, DevOps, how they complement each other, and the impacts of DevOps on ITIL implementations. ITIL is described as a set of practices for IT service management focusing on aligning IT services with business needs. DevOps is defined as stressing communication and collaboration between software developers and IT operations. The webinar argues that ITIL and DevOps can complement each other by embracing their shared goals and through practices like configuration management. It explores impacts such as introducing smaller, more frequent changes to ITIL processes and transitioning

1. Webinar “Impact of DevOps on ITIL Implementation"

2. About the presenter
Page 2Page 2
Aneej Matthai
Webinar “Impact Of DevOps on ITIL Implementation"
ITSM best practice consultant with over two decades of IT experience
architecting & improving enterprise service offerings.

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Objectives of this Webinar
As DevOps initiatives are being embraced, it is important that the
proponents of ITIL® are aware of the impacts on them and the additional
responsibilities that they would have to manage.

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Topics Covered
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Question & Answers

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Topic : What is ITIL® ?
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Question & Answers

6. What is ITIL®?
Is a set of practices for IT service management (ITSM) that
focuses on aligning IT services with the needs of business.
ITIL is the most widely accepted approach to IT service
management in the world.
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Topic : What is DevOps ?
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Question & Answers

8. Conflicts across Dev, Ops, and Business
BUSINESS
DEVOPS

9. Conflicts across Dev, Ops, and Business
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Business Development Operations
We have built walls – intentionally or not – that limit performance

10. What is DevOps?
The definition of DevOps on Wikipedia:
DevOps is a software development method that stresses
communication, collaboration and integration between software
developers and information technology (IT) operations
professionals.
DevOps is a response to the interdependence of software
development and IT operations.
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11. What is DevOps?
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But how do we collaborate ?
Is it merely tearing down the wall of confusion ?

12. We have several dimensions to consider

13. Organization
Performance KPI’s
• Traditionally >> Dev and Ops have
different KPI‟s to measure success
• DevOps>> Means having common
KPI‟s to measure success
• Traditionally >> We have organized
skills in functional siloes
• DevOps >> Aims to bring cross
functional people together.
Dimensions of DevOps

14. Processes
• Traditionally >> Dev uses Agile; Ops
uses ITIL.
• DevOps >> Means both making the
best of Agile and ITIL
• Traditionally >> Dev and Ops use
their own tools/environments
• DevOps >> Focus on automating
the process end-to-end to ensure
continuous delivery
Toolsets
Dimensions of DevOps
What have high performing companies done ?

15. What have high performing companies done ?
Multi-disciplinary teams who take end to end responsibility to deliver customer
value early and often while continuously improving their process
- Adriaan de Jonge
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What have been the results ?

16. Source : Puppet Labs

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Topic : Does DevOps and ITIL complement each
other?
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Question & Answers

18. Take a Poll question
Does ITIL and DevOps complement each other ?

19. Agile Manifesto
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20. Is ITIL® agile?
Opinion : It is aligned to waterfall
ITIL® narrative is still sequential, plan-centric, and deterministic
The words plan, procedure, document and control far out-weighs agile words such as
collaboration, experiment, incremental in small batches, minimal viable product and fast
feedback
Opinion : It supports agility and feedback
ITIL® is not explicitly opposed to Agile and DevOps. The Service Design volume supports
iterative and incremental design, and mentions Agile and XP.
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21. What do they say?
I absolutely believe that ITIL® and DevOps are compatible
- Karen Ferris – Director and IT Service Management Expert
If you think DevOps and ITIL® aren't compatible then you don't understand either
- James Turnbull - Author, CTO at Kickstarter & Advisor at Docker
DevOps does not diminish the value of ITIL – it validates and matures it
-Jayne Groll - President of ITSM Academy and Board Member of the DevOps Institute (DOI)
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But how do they fit together ?

22. Scrum
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23. Scrum & DevOps
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24. Scrum & DevOps
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Topic : Impact of DevOps on ITIL® implementations - I
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations – I
Impact of DevOps on ITIL® implementations - II
Q&A

26. Embrace the goal of DevOps
The goal of DevOps is not just to increase the rate of change, but to
successfully deploy features into production without causing chaos and
disrupting other services, while quickly detecting and correcting incidents when
they occur. This brings in the ITIL® disciplines (DevOps Cookbook - Gene Kim)
 The concept of strategizing what services to offer and the envisioned value
remains unchanged; however ITIL® phases such as design, transition,
operation and CSI cycles are impacted by DevOps.

27. Embracing DevOps Exposes Poor Implementations
What slows down is not ITIL®; rather waste introduced by
customized procedures build into the ITSM tools
ITIL®, when taken literally generates a lot of waste and people
get ITIL®-fatigued; our tools and processes are often „task‟
centric and not service centric.
The integration of ITIL® and DevOps helps to identify areas of
improvement plagued by poor performance and unwanted
delays.
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28. Three ways DevOps can help
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Topic : Impact of DevOps on ITIL® implementations - II
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Question & Answers

30. Impact On ITIL Service Design Phase

31. Architecture : from siloed functional teams to cross functional teams
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Impact on Service Design - Microservices

32. Impact on Service Design
Tolerant Reader Pattern
Enable upgrading a service, however retain the interfaces with
client that does not need the changes
Rolling Upgrades
Roll up a server, upgrade it, roll it online and have load balancer
point to it

33. Impact On ITIL Service Transition Phase

34. Impact on Service Transition
Introduces smaller changes more
frequently
Reduce the risks associated with
less frequent releases of major
changes.

35. Impact On ITIL Process – Service Asset & Configuration Management

36. Configuration Management
Strategy
Keep all configuration information in one place.
Keep binary files independent from configuration information
Environment specific configuration (all resources that application requires)
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37. Configuration Management
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38. Impact On ITIL Processes – Others

39. Some ITIL Processes
Change Management
Continuous Delivery is about changing small parts of a system and doing it often.
Smaller change sets are less likely to cause problems and easier to rollback
when they do.
Release and Deployment Management
A release manager sketches out the delivery pipeline, its dependencies, required
automated tests and automation of the release procedure.
Incident Management
Any failure during any testing in any environment triggers an immediate action to
fix the failure.
Cultural change to work as a combined development and operations team is a big
win over the normal “blame game” we are used to
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40. Take a Poll question
What is the main benefit of bringing DevOps to ITIL ?

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Topic : Q &A
What is ITIL® ?
What is DevOps ?
Does DevOps and ITIL complement each other?
Impact of DevOps on ITIL® implementations - I
Impact of DevOps on ITIL® implementations – II
Q & A

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Q&A

43. www.quintgroup.com
For further information or questions, please contact:
Aneej Matthai
a.matthai@quintgroup.com
9901722377