This document discusses integrating DevOps and ITSM practices for increased agility. It outlines how DevOps aims to improve development efficiency, reliability and business performance through practices like continuous integration, deployment automation and collaboration between development and operations teams. The document also examines key touchpoints between DevOps and ITSM processes like change management, release management and incident management. It proposes initiatives to integrate the two approaches such as establishing agile practices and cross-functional teams, automating processes, and retraining staff on new technologies.

1. Integrating DevOps and
ITSM for agility in action
Aswin Kumar
Head of Automation,
Reliance Jio Infocomm Limited
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2. Agenda
DevOps adoption
DevOps & ITSM – Process & Technology touch points
Key initiatives to integrate DevOps & ITSM
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DevOps – What & Why ?
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3. Operations
Different groups have different objectives across IT lifecycle
InfrastructureTestingIT DevelopmentBusiness
IT solutions
for End
User Satisfaction
Capture market
share & showcase
innovation
Right toolsets &
development
environment
Smoothly produce
defect-free
software
Availability of tools
& production like
environment
Test early with
automation
Realize
Infrastructure
As code over
heterogeneous
environments
Provide Dynamic
Infrastructure
Feedback for
improvements from
live environments
Maintain & Recover
live systems without
business impact
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4. “Is DevOps part of our culture?
Well, we use Jenkins.”
It takes more than TWO to DevOps!!
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5. DevOps is a MINDSET (& not a mere jargon!)
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“DevOps is an aggregation of a collaborative set of practices
that “influences” IT Development, Testing &
Operations/Service Management teams to collaborate “more
frequently & consistently” to deliver high quality IT
Services/applications”
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6. What can be improved using DevOps approach?
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Development Efficiency: 30 times more frequent code deployments
IT Reliability: Double the change success rate and 12 times faster Mean Time to Repair
Business performance: 2 times more likely to exceed productivity / market share & profitability
“DevOps encourages consistent practices operating
under a high trust & blameless culture”
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7. Some of the DevOps adoption paths..
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• Continuous integration (CI) & Continuous Deployment (CD)
• On-demand Environments provisioning Automation
• Release & Deployment Process Automation
• Operations Automation & Self-healing
• Service Virtualization & Test/QA Automation
• End-user analytics
• Project management integration across development & operations
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8. What are ITSM leaders thinking about ‘DevOps’?
Use of selected ITSM processes can play a crucial role in success of DevOps implementation !!
• How do I innovate to adopt DevOps approach?
• Will my past/current investment on developing & maintaining ITSM processes & tools be
still valid ?
• Which are the right functions & processes that fit DevOps implementation?
• How do I integrate DevOps & ITSM processes / tools with minimal disruption?
• How do I bring in the shift in the culture and mindset needed for DevOps?
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9. Change
Manageme
nt
Design Develop Deploy Operate
DevOps Engineering Lifecycle
Availability Management
Capacity Management
Supplier Management
Service Continuity
Knowledge Management
Change &
Release
Management
Incident &
Problem
Management
IT Service Management Process interactions
Test
Service Asset & Configuration Management
Plan
Service Portfolio Management
Demand
Management
Service Level Management
Information Security Management
Service
Validation &
Testing
Continual Service Improvement & Reporting
Where does DevOps & ITSM processes play together?
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Service Catalog & Request Management

10. Technology capabilities for integrated DevOps & ITSM tooling
Configuration & ReleaseDemand and Capacity
Demand Management
Discovery & Provisioning
Discovery
Client Automation
Infrastructure Configuration
Patch ManagementRequirements Management
Infrastructure Provisioning
Capacity Management Release/Deployment
Correct and Report
Task / Run-book Automation Service Health Reporting Executive Dashboard
Monitoring and Fault Detection
Continuous Monitoring Fault Detection Service Impact Management
Quality & Performance Analytics
Infra Test Automation
Application Quality
Management
Performance Testing
Back-up / Archival & Risk Management
Data protection/archival
Identity & Access
Management
Security & Compliance
Plan & Analyze
Program Management Financial Management Continuous improvement
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11. Continuous value chain integrating technology capabilities..
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12. Key initiatives to integrate DevOps & ITSM practices
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• Transform from siloed process ownership to continuous value stream model (e.g. – From
Incident / Problem / Event management to ‘Detect to correct’)
• Re-think on the number, size of processes & critical KPIs (need 25+ processes?)
• Re-align on the key responsibilities (e.g. production availability is not only Ops resp.)
• Establish agile practices across Dev, Test & Operations organizations
• Create lightweight cross-functional teams to own smaller portions of service/tasks
• Establish feedback at every software delivery step & reduce hand-offs
• Automate as much possible with APIs to all service components
• Re-skill on the newer technologies & agile/lean principles
• Integrate ticketing / management systems across dev/test/ops/project management teams
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13. We are going to see much more speed & complexity across the
ecosystem, there is an immediate need to innovate !
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Ecosystem
Provider
IoT
XaaS
SocialEnter
prise
devices
Phone
Tablet
Watch
PC
Card
data
Social
M2M
Appliance
Apps
User
Convergence
Infra
Telecom
Platform
Cloud
Computing
Automation AI
Human
Collaboration
Big Data
Analytics
Social
Buyer
Systems
Transac
tionsCloud
Can DevOps & ITSM together deliver ?
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15. APPENDIX
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16. Key challenges in DevOps adoption
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Business/IT alignment
on use of DevOps
Lack of focus on
Organizational
change/transition
Executive ownership
(Who / How?)
Managing
co-existence of
traditional/NEW
Tools & Infra
Data & Process
control
People/
Technology skills
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17. Key foundation levers to implement DevOps
DevOps
Operating Model
Technology Capability
Reference
Architecture
Automation
Plan
Agile & Lean-based
delivery model
Service Modelling
/Blueprints
High Availability &
Secure Infrastructure
Continuous
‘Everything’
Governance &
Reporting
Training &
Re-skilling plan
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18. DevOps implementation metrics to look for..
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DevOps Metrics Desired KPI Trend
No. of defects reported per reporting period UP
No. of new features rolled out in a reporting
period
UP
% Test Automation coverage UP
No. of IT Services / products under Continuous
integration & deployment model
UP
Time take to deploy production ready code DOWN
No. of defects found post-deployment per
release
DOWN
No. of hours to develop new features DOWN
No. of improvements suggested by Operations
to the development organization
UP
No. of issues reported by End-users DOWN
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