When organisations make the transition to Agile ITIL seems to be the least popular thing to talk about. Because ITIL is all about the rules and administration, things that Agile is not about, right? But in an Enterprise organisation there is still a lot of value in an ITIL implementation for Service Management. And are ITIL and DevOps really not compatible? In this talk we discuss how me adapted our ITIL processes to match the new DevOps organisation. Using the best of both worlds to their mutual benefit. We call this adaptation of our ITIL implementation Agile ITSM. This presentation was originally given at the DevOps Enterprise Summit 2015 in the Hyatt Regency Hotel in San Francisco on the 19th of October 2015.

1. ITIL and DevOps can
be friends
Jan-Joost Bouwman, Ingrid Algra
Implementing Agile ITSM @ ING Netherlands
DOES2015 San Francisco• 19 October 2015

2. Jan-Joost Bouwman
• Process Owner Change Management
• DevOps Community manager @ ING
• Background in Operations and Processes
• >15 years of experience in IT
• Birdwatcher, travelling the world for birds
• @JanJoostBouwman
Ingrid Algra
• IT Chapter Lead
• Integration layer girl
• >15 years of experience in IT
• @ING since: 01-10-2000
• Aerobics, horseback riding
• @ingridweij
2
Introducing us

3. Market leaders Benelux
Growth markets
Commercial Banking
Challengers
3
Who is ING?

4. 4
At ING the role of IT has changed from service to strategy driver
Clear and easy
Today straight through processing enables ING to deliver a 5 min instantaneous offering
Anytime & anywhere
Today internet & mobile enable ING´s customers to do their banking 24x7 via Mobile or the internet
Empower
Today CRM and predictive banking solutions enable ING to focus on helping customers to understand
their future prosperity
Keep getting better
Agile development methods have enabled ING to constantly deliver new value to our customers

5. Transition of the organisation

6. Transition of the organisation
2011

7. Transition of the organisation
2011 2013

8. Transition of the organisation
2011 2013 2015

9. 9
The great divide

10. 10
The great divide
DevOps teams:
We don’t want to do ITIL anymore!
It is so much administration and
we don’t see the added value.
We only want to use a backlog.

11. 11
The great divide
Risk Management:
We still need ITIL to prove to our
regulators we are in control! You
have to use it!
DevOps teams:
We don’t want to do ITIL anymore!
It is so much administration and
we don’t see the added value.
We only want to use a backlog.

12. 12
There may be a way to restore the peace!

13. 13
There may be a way to restore the peace!
Eliminating duplicate administration,
making the ITIL Processes as lean as
possible.
Introducing…

14. 14
There may be a way to restore the peace!
Eliminating duplicate administration,
making the ITIL Processes as lean as
possible.
Introducing…

15. Solving incidents should not affect team
predictability (Sprint goal)
• Each Sprint has reserved capacity for
operational tasks
• Recommended 30% - but base it on historical
data
• Priority 1 and 2 incidents must be solved
immediately
• Lower priority within bandwidth
• Outside bandwidth after approval of Product
Owner
15
Incident management in ING Agile ITSM
means utilising bandwidth

16. Strive for Today in – Today out (TiTo)
Working with almost empty incident queues gives more satisfaction and a competitive mindset
Each team has a dashboard showing open incidents in real time
16

17. Changes:
• Workarounds in Knowledge systems
• No more Known Error record
Problem records still require minimal registration
(status, short description):
• Reassignment to other teams
• Management reports & dashboards
• Linking incident records for insight in
reoccurrence
Minimise build up of Technical Debt by aiming for
This Sprint In Next Sprint Out (TSINSO)
Problem Management tasks managed as
User Story in the Product Backlog
17

18. 18
In Change management we take the biggest steps

19. 19
In Change management we take the biggest steps

20. We still need to manually change
our CI’s.
Possible improvements:
• Discovered data
• Automated generation of CI’s in
the CD Pipeline
CFG is more in the ‘new’ world!
• Also includes building actual
configurations of applications and
the stack
• And keeping those in version
control
20
Configuration Management: more progress to be made

21. • Customer focus (reliability)
• Feedback loop (mostly incident
management)
• Uniform process
• Discipline
What can Agile/Scrum learn from ITIL?
21

22. • Need for speed
• Customer focus (adding value)
• Limiting WiP
• Feedback loop (what customers really
want)
22
What can ITIL learn from Agile/Scrum?

23. • no real conflict.
• ITIL still has adds value ta a DevOps way
of work.
• It does help to make the processes as
lean as possible
• ITIL and Agile/Scrum/DevOps can work
together
• This requires understanding and
acceptance of each other’s expertise
23
Wrap up

24. Thank you
@ingridweij
@JanJoostBouwman
visuals by Isabelle Hörl:
www.isabellehorl.com | @IsabelleHorl
we are hiring!

25. 25
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