My talk at SpringOne Platform on how continuous delivery changes everything about our change management processes. Goodbye ITSM.

1. PCF Killed the ITSM Star
Kyle Campos / VP of Continuous Delivery @ Smarsh
@kcampos

2. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
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@kcampos

3. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
ITSM - Change Management
ITIL Definition:
“The goal of the change management process is to ensure that standardized
methods and procedures are used for efficient and prompt handling of all changes,
in order to minimize the impact of change-related incidents upon service quality,
and consequently improve the day-to-day operations of the organization.”
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efficient prompt
@kcampos

5. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Standardized Methods & Procedures
• Expression: documentation
• Ownership: governance boards
• Focus: (s)lowest common denominator
• Measurement: compliance
• Smells
• Accountability > Determinism
• Delivery slows over time
• Meetings & human gates increase over
time
• Velocity is obfuscated
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• Expression: code
• Ownership: delivery teams
• Focus: acceleration
• Measurement: performance
• Fruits
• Determinism > Accountability
• Delivery quickens over time
• Pipelines increase & human gates
decrease over time
• Velocity is clarified
OLD NEW
@kcampos

6. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Efficient / əˈfiSHənt & Prompt / präm(p)t
• Aim: process refinements
• Vehicle: training
• Measurement: traceability
• Smells
• Traceability first
• Process is gamed to gain efficiency
• High tolerance for wasted effort
• Specialized workforce
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OLD NEW
• Aim: software delivery performance
• Vehicle: automation
• Measurement: delivery KPIs
• Fruits
• Repeatability first
• Process(pipeline) is most efficiency
• Low tolerance for wasted effort
• Team ownership
@kcampos

7. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
The Illusion
• Safety in complexity
• Approval means accountability so
the more the merrier
• Fast is reckless so the slower we
make things the more responsible
we are
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@kcampos

8. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
The Reality
• That’s wrong
• Dead wrong
• And now we have data that
proves just how wrong that
is
• It’s not that I’m expecting an
apology from everyone who
said I was crazy but…
• Please send your apologies
at your earliest convenience
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“We found that external approvals were
negatively correlated with lead time,
deployment frequency, and restore time, and
had no correlation with change fail rate. In
short, approval by an external body (such as a
manager or CAB) simply doesn’t work to
increase the stability of production systems…
However, it certainly slows things down. It is, in
fact, worse than having no change approval
process at all.”
- Accelerate by Nicole Forsgren, Jez Humble and Gene Kim
@kcampos

9. 1. Code Commit
2. CI 3. Change Request
4. Change Approval
5. Change Window
7. Change Validation
TEST ENV
Pre-Prod ENV
PRODUCTION!
Bridge of Real Data
6. Change
ITSM Jungle Safari

10. P a r a d i g m S h i f t

11. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Paradigm Shift
Change …
• Request: out of band
• Approval: broad & arbitrary
• Window: coordinated & static
• Type: unique & non-idempotent
• Validation: unique to change
• Frequency: more adds risk
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OLD NEW
Change …
• Request: event driven
• Approval: deterministic & automated
• Window: encapsulated & dynamic
• Type: uniform & idempotent
• Validation: automated in blue/green
• Frequency: more reduces risk
@kcampos

12. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Delivery KPI - Product Delivery Lead Time
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NOOOOOO!
Must … meet … for
… approval !!!
@kcampos

13. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
“We missed you at the CAB meeting Kyle”
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@kcampos

14. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
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Un-deployed code is at best a depreciating asset
Every minute delay …
decreases the value
increases the risk
@kcampos

15. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Takeaways
• Embrace the paradigm shift and don’t shoe horn PCF in as “step forward”
optimization, it’s a new path
• Use systems thinking with the goal of continuous delivery into production as the
framework through which you optimize
• We are beyond rejecting false dichotomies and onto inverse relationships (e.g.
speed & security)
• Relentlessly hunt down indeterminism
• Product Delivery Lead Time : minimize depreciating assets(un-deployed code)
• Champion convention rather than chastise over compliance
• Process should serve the outcome not the other way around
• Outcomes are an alignment opportunity
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@kcampos

16. Unless otherwise indicated, these slides are © 2013-2018 Pivotal Software, Inc. and licensed under a Creative Commons
Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
“In my mind and in
my car.
We can’t rewind,
we’ve gone too far.
PCF killed the ITSM
star.”
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@kcampos

17. > Stay Connected & Hiring!
@kcampos
www.smarsh.com
#deathcab4value
#springone@s1p #springone