Slaying the Dragons of Agile, DevOps and ITSM Information Flow

1. World®
’16
Session: Slaying the Dragons of
Agile, DevOps and ITSM
Darren Arcangel, Sr. Principal Services Architect
CA Technologies
AMX18S
AGILE MANAGEMENT

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© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

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Abstract
Developers now write code using Agile methodologies and are automating application
deployment into Operations via DevOps. Automation tools speed up delivery of applications into
Operations. So how does IT Service Management (ITSM) play in this changed world? How does
Operations know that a change to an app has impacted the CMDB? And how do we transform
this new information into knowledge for the Service Desk? Please join co-author of the new
book, "ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM" to learn more
and receive your free signed copy!
Darren
Arcangel
CA Technologies -
Sr. Principal Services
Architect

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Discussion Topics
SYSTEM DEVELOPMENT LIFE CYCLE (SDLC) – AGILE SOFTWARE DEVELOPMENT
SOFTWARE DELIVERY – SOFTWARE AS A SERVICE
BOOK GIVE AWAY / Q & A
DEVELOPMENT TO OPERATIONS (DEVOPS)
IT SERVICE MANAGEMENT
DO WE CARE IF OR HOW THESE TIE TOGETHER?
1
2
3
4
5
6
ITIL is a registered trademark of AXELOS LTD.

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Agile Software Development
§ System Development Life Cycle: Process for planning,
creating, testing and deploying an information system
§ Agile software development: A set of software development
principles that advocate:
– Planning and early delivery
– Continuous improvement and flexible responses to change
AGILE SOFTWARE DEVELOPMENT

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Example: Scrum Agile Framework
Formalized for Software Development Projects

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Software Delivery – Software as a Service (SaaS)
§ Software licensing and
delivery model
§ Subscription basis and
centrally located
§ On-demand software

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Development to Operations - DevOPs
§ Combination of:
– Software Development
– IT Operations
§ Automation with:
– Continuous delivery
– Continuous integration
§ Faster and higher quality software releases
DEVOPS

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Non Production
Information Flow Example – Continuous Delivery/
Continuous Integration Perspective
Git
Artifactory
TWISTLOCK
Production
Code check-in
Build
Update
Repo
Pull
from Repo
Run scan
Deploy
Runtime scan

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IT Service Management – Services Lifecycle
§ ITIL: the most recognized
framework for ITSM
§ Lifecycle of delivering customer
value in the form of services
§ Emphasis on IT Operations
THE ITIL SERVICE LIFECYCLE
ITIL is a trademark of AXELOS LTD. ITIL is a trademark of AXELOS LTD.

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Key ITIL Process – Change Management
§ An authorized changed in the input to Release
and Deployment
– Change Management provides the authorization for the
deployment work
§ Must be tightly integrated to DevOps methodology
– Release plans are a significant part of the change schedule
– Changes and Releases must be planned together
SCOPE: ALL CHANGES MUST BE RECORDED AND MANAGED IN A CONTROLLED WAY

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Change Management Process Model Example

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Key ITIL Process – Release and Deployment
Management
§ Purpose: plan, schedule and control the build, test and
deployment of releases
§ Value: Deliver changes faster, at reduced risk, and at
optimum costs
§ Scope:
– Applications
– Physical and virtual assets
– Training and professional services (including contracts and agreements)
PROCESS TO PACKAGE, BUILD, TEST AND DEPLOY A RELEASE INTO LIVE USE

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Release and Deployment Management Process
Model Example

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KEY ITIL Process – Service Asset and Configuration
Management (SACM)
§ CIs and assets are controlled by Change Management
§ Value:
– IT staff to understand the configuration and relationships of the services
– Better forecasting and planning of changes
§ Scope:
– The complete life cycle of every CI
– Service assets that need to be managed in order to deliver services
SCOPE: ENSURE CIs ARE IDENTIFIED, BASE-LINED AND MAINTAINED

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ITSM: Service, Release, Control and Validation Processes

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ITSM: Service, Release, Control and Validation Processes

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Tying It All Together
Agile Software Development – DevOps – IT Service Management
WHAT IS THE COMMON DENOMINITOR?
§ Services:
– Software delivery in the form of a service - SaaS
– Platform Delivery in the form of a service - PaaS
– Infrastructure as a Service - IaaS
– IT Service Management
§ Service: A means of delivering value to customers

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Why are we doing this anyway?
Business Value – Solving Customer Problems
§ Purpose of a business: To
create a customer
§ The customer determines
what the business is
§ The value created to
a customer
§ Business = Customer Value
BUSINESS VALUE

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Book Signing and Give Away
§ Includes the impact of DevOps and
Agile on Information processing
§ Describes how data management
adds value to business
§ Integrates the ITIL core processes
with data management
§ Overview of mechanisms and
methods to manage data and
security risk management
§ Includes practical tips and checklists

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Recommended Sessions
SESSION # TITLE DATE/TIME
AMT05S CA Service Management: Vision and Roadmap 11/17/2016 at 11:30 am
AMX113S
An Integrated ITAM and ITSM Strategy to Better Control
IT Services and Assets
11/17/2016 at 12:45 pm
AMX10S
Case Study: ITSM Process Automation at Cerner: We’re
all in!
11/17/2016 at 3:00 pm

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Must See Demos
Service Desk
and Support
Analyst xFlow
Experience
Software and
Hardware Asset
Management
Request
Management
and Self-service
Management
Insights –
Reporting and
Dashboards

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Questions?

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Thank you.
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Agile Management
For more information on Agile Management, please visit:
http://cainc.to/9Zed5W