The document discusses best practices for aligning IT service management (ITSM) with agile and DevOps approaches to improve outcomes. It recommends taking a Lean startup mindset and assessing key services to identify the most important ones for customers. A guiding coalition of process owners should be formed to break down silos. Strategic initiatives should define end states and key performance indicators for processes like incident management, availability management, and security management. The focus should be on iterating quickly, continuously improving through measurements, and celebrating wins to accelerate and institutionalize changes. An agile and scrum process development approach can help transform ITSM by identifying metrics and iterating services rapidly.

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ITSM DEVOPS CONFERENCE
SERVICE MANAGEMENT OUTCOMES
ITSM SERVICE DELIVERY LEADER

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ITSM SERVICE DELIVERY LEADER
Role
• Responsible ITIL/ISO implementation and service management
Passion
• Integration of ITSM for FISMA and ISO 27001 compliance
• Building team results through knowledge share
Background
• MS Information Technology Management, U. Virginia
• ITILv3 Expert, PMP Project Management Certificate
• Scrum Master certified
• HDI Operations Support/ and Knowledge Support Principles
• Six Sigma Green Belt certified COBIT certified • CMMI v1.2 certified • ISO/IEC 27001/20000,
Security+
• Served in US Army as Signal Officer Captain

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OUR AGENDA
• Service Management Office Outcomes Selecting Best Practices for ITSM
• Challenges & Successes: Continuous Best Practice Innovations
• Objective: Increase ITIL/ITSM Outcomes
• Thought Process: Align Best Practices
• Lean Start-up, Agile/Scrum, DevOps
• Performance Measurements
• Summary of Best Practices Aligned with Service Management Outcomes

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IT COMPLEXITY REQUIRES SPEED & AGILITY
SERVICES INNOVATION COMPLIANCE

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AGILE & ITSM COMPLIMENTARY BEST PRACTICES
SDLC
SDLC
Soft Stuff
Hard
Stuff
ISO 27K
FISMA
Agile/
Scrum
DevOps
Lean Start
Up
ITIL/ISO 20K
CMMI-SVCs
Acceleration

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WHAT ARE IT SERVICE MANAGEMENT OUTCOMES?
Service management is a set of specialized organizational capabilities for providing value in the
form of services.
Outcomes are possible from the performance of tasks and are limited by the
presence of certain constraints.
What do you think of
Agile best practices?

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ITIL, SDLC, LEAN, AGILE, SCRUM, DEVOPS… COMPLIMENTARY
Best Practice Culture Comparison for Speed Agility
ITIL SDLC
Lean Start-Up
Eric Ries
Agile
Manifesto
Scrum
Scrum Alliance
DevOps Xtreme Program
Strategy,
Design, Test,
Operate, CSI
Requirements,
Design, Test,
Implement,
Dispose
Minimum viable
Product, Build
Measure Learn
Satisfy the
customer
through early
and
continuous
delivery
Individuals and
interactions over
processes and tools
Collaboration
Development
and Operations
Simplicity,
Communicate,
Feedback
Strong focus on collaboration, continuous improvement, and creativity.

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INFUSE AGILE MINDSET INTO SMO
ContinualServiceImprovement
Lean Start Up - New Services Time to Market
TransformationalInitiatives
Service Design – Process Improvement
Agile/Scum/DevOps - Accelerate Design
Service Transition
DevOps - Accelerate Test
Service Operations
Service Strategy – New Products/Services
Launch communications strategy, training, priorities, daily team calls

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CULTURE CHANGE IS EASY, RIGHT?
http://www.theleaderinmeblog.org/the-power-of-a-growth-mindset/
“You must learn from other people’s mistakes.
You can’t possibly live long enough to make them all yourself.”
---Sam Levenson

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SERVICE OUTCOMES ARE EASY, RIGHT?
http://deniseleeyohn.com/bites/misleading-metrics/

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THOUGHTS ON WHERE TO BEGIN
What is your burning platform?
Improve Customer Service? Reduce Costs?
Data Center Reconsolidation?
Cyber Security?
Innovate?
Accelerate Delivery?
Make it genuine and inspire trust

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KOTTER’S 8 STEPS FOR LEADING CHANGE
Step 1:
Create a Sense of Urgency
Step 2:
Build a Guiding Coalition
Step 3:
Form Strategic Initiatives
Step 4:
Enlist a Volunteer Army
Step 5:
Enable Action Remove Barriers
Step 6:
Generate Wins
Step 7:
Sustain Acceleration
Step 8:
Institute Change
http://www.kotterinternational.com/the-8-step-process-for-leading-change/
Take Risks
Transform Quickly

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STEP 1: START IDENTIFYING KEY SERVICES - URGENCY
Operations &
Maintenance
Services
Enterprise
Modernization
Services
Software & Systems
Services
Performance
Optimization
Services
Cyber Security
Service Desk
Data Center
Consolidation
Database Design IT Strategy Planning Network Security
Infrastructure
Operations
Storage Virtualization Systems Integration Business Intelligence Identity Management
 Institutional Awareness Key to Customer Success
 Accelerate Assessment ITSM, ISO, FISMA, Risk etc.
 What matters the most to the customer?

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STEP 2: BUILD A GUIDING COALITION WITH KEY PROCESS
OWNERS
Infrastructure Operations Processes
Configuration
Management
Security
Management
IT Service
Continuity
Management
Incident
Management
Service Level
Management
System Inventory Security Plan Continuity Plan
Service Desk and
Operations
Situational
Awareness
Baseline
Configurations
System
Categorization
Test Plans
Availability – Event
Expanded Incident
lifecycle
Dashboard
Reporting
 Assemble Experienced Process Owners
 Break Down Process Silos
 How can this team be part of the quick win?

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STEP 3: FORM STRATEGIC INITIATIVES ON THE END STATE
Key Service
Indicators
Process Key Performance Indicator
Key Staffing
Indicators
Key Team Indicators
• Service Desk
• Incident
Mgmt.
• % Incident SLA met
• % 95 Incident
Recording
Accuracy
• % INC resolved by
SLA
• Web
Monitoring
Services
• Availability
• Security
Mgmt.
• % Web Applications
Availability
• % Proactive
Root Cause
Analysis
• 99% meet SLAs
• Infrastructure
Services
• Availability
• Security
Mgmt.
• % Network Connectivity
Availability
• % Response
Time Per
Critical/High
• % 100 Patching
 Align Key Service Indicators and Key Process Indicators
 Key Team Indicators
 What did you plan to measure that will incentivize the behavior?

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STEPS 4 – 8: CELEBRATE WINS, ACCELTERATE, INNOVATE CHANGE
Step 5:
Enable Action Remove Barriers
Step 6:
Generate Wins
Step 7:
Sustain Acceleration
Step 8:
Institute Change
Time box team process meetings
Keep DevOps teams small focused
Plan communication strategies
Communicate improvements often
Create a prioritized list of process backlog items
Iteration, measure, continuously and “ship”
service outcomes

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IN SUMMARY
• Assess & Transform
• Agile/Scrum Process
Development• Identify Key Services
with Integrated Metrics
• Iterate - Improve
Innovate and Quickly
Iterate Your ITSM Service
Outcomes

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LESSONS LEARNED
• Strive for Excellence …. Not Perfection
• Develop a Lean Culture Mindset
• Know ITSM, Complimentary Frameworks & Tools
• Develop a Learning Mindset
• Speed, Agility & Results
• Develop a faster lower cost mindset
• Experienced ITSM Transition/Operations Teams Critical
• Develop a People First Scrum Servant Mindset

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Q&A
Thank you very much!
Linda Budiman
Email: Linda.budiman@federal.dell.com
Phone: 571-326-3997

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ITSM DEVOPS CONFERENCE
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Let us know what you thought!