Organizations have unprecedented external and internal demands challenging them. From hybrid infrastructures to continuous development models, organizations have new pressures to adopt agile ways to deliver modern applications and critical services, while keeping the legacy infrastructure running - IT as we know it has to change. Join us as we examine what changes need to happen, to get IT Operations ready to meet the requirements of the modern Bi-Modal operations environment, where agility supports legacy.

1. Incident Management in a
Bi-Modal World

2. Building a Modern Ops Environment

3. Acknowledgement
IT Operations is Changing
IT Operations Has Changed

4. • Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Customer Touch
Predictable
Traditional IT

5. • Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Customer Touch
Predictable
Traditional IT
When Something Broke

6. Innova&on
Pace
Brand
Compe&&on
Security
Customer
Demands
Relevant
Pressures on the Business

7. The Evolving Landscape
Application
Centric Business
Disrupting Cab Service
Disrupting Hotel Industry
Disrupting Media Delivery
Disrupting Communication

8. Release Velocity
New Markets
Competitive Response
The Agility-Stability Paradox
Customer experience
Uptime and Performance
Security & Compliance
AgilityReliability

9. • Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Customer Touch
Predictable
Traditional IT
• Fluid
• Agile
• Continuous
• Short Cycle
• New Project
• High Customer Touch
New IT
Dynamic
IT Evolves

10. • Compliant
• Plan Driven
• Long Term Cycles
• Conventional Process
• IT Centric
• Low Customer Touch
Traditional
Mode 1
• Fluid
• Agile
• Continuous
• Short Cycle
• New Project
• High Customer Touch
New IT
Mode 2
• Polar Opposite
• Competing
Attitudes
• Mismatch on
Technology
• Lack of Mutual
Understanding
• Too Much Change
at Once
Barriers
to Switch

11. But What About….
Traditional New IT
Shadow IT
Business
Unit IT

12. We Have Two/
Three or Four
Modes of Operation
Buy Tools

13. Buy LOTS OF TOOLS

14. Operations
IT Ops
Mode 1
Developers
DevOps
Mode 2
Tools Tools
Alerts
Alerts
Lets Buy LOTS OF TOOLS
Lets Silo All Our Tools

15. Agility
Reliability
So What Do We Pick?

16. Agility
Reliability
Maybe This One

17. Tools Alone Are Not The Solution
47%Of
teams
use
6+
monitoring
tools
27%
Consolidate
alerts

18. Tools Still Need Help
What’s important
Teams struggle to
find the right
signal in all the
noise
85%
Of teams
miss
notifications
79%
Have Availability
Problems –
Monthly

19. Bi-Modal Ops
People
Process
Tools

20. People
The “Who”
• Identify who needs to ADAPT
• Communicate the WHY
• Communicate the WHEN
• Integrate with CULTURE
• Define a communication path
• Orchestrate a response across
teams
• Enable social ops collaboration
Bi-Modal Ops

21. Process
The “What”
• Identify don’t DICTATE
• Observe and GUIDE
• Enumerate / eliminate and
FORGET
• Streamline workflows
• Define vs Inherit urgencies /
alerts
• Automation – availability /
escalation
Bi-Modal Ops

22. Tools
The “How”
• Integrate with what you have
across your operational modes
• ITSM
• DevOps Tool Chain
• Link monitoring to AUTOMATION
• Platform CUSTOMIZATION
• Intelligent correlation / Noise
reduction
Bi-Modal Ops

23. Streamline Your Bi-Modal Ops
Collaboration/Resolution
Developer
NOC
Helpdesk
IT Ops
System and User
Efficiency
ALERT 1 ALERT 2 ALERT 3
Correlate, Cluster
and Manage
EVENTS
People Data Process
Deployment Tools
Monitoring Tools
Ticketing Tools
APP
SYSTEM
LOG
WEB
MOBILE APP
Automatic
Escalations
On-Call
Scheduling

24. Agility Reliability
Mode 2 Mode1
Tools
Balance is Possible

25. Value for the Organization
Agility
Bi-modal
Innovation
Add Business
Value
No Failed
Experiments
Manage
What Matters
Collaborate
Work-Life
Harmony

26. Build a culture where Mode 1 and Mode 2
environments work closely together to
build and run software addressing agility
and reliability to respond to the pressures
on the business

27. Get Started
• Define: define what is is right for your team/organization
• Acknowledge: the existing culture and people
• Evaluate: do you have a process
• Experiment: create a an isolated learning environment
• Connect: have a clear connection to customer value/pain
• Small: don’t boil the ocean
• Leadership: empower and stay out of the way
• Tools: align with what you have
• Celebrate: celebrate failure and learn