This document provides an introduction to DevOps in ITSM (IT service management). It discusses key benefits of DevOps such as more frequent deployments, faster recovery from failures, and less time spent on unplanned work and rework based on the 2016 State of DevOps Report. DevOps emphasizes communication, collaboration and integration between development and operations. The document then addresses common myths about DevOps and how it relates to ITIL, Agile, and what is involved in DevOps practices. It explains how DevOps can add value when used together with ITIL by improving communication between teams, overcoming organizational barriers, ensuring a uniform understanding of value, and getting early operations involvement in design.

2. SMB300 - An Introduction to DevOps in ITSM
Andy Parker (ITSM/ITAM Principle, Ivanti)
Nick Gehr (Enterprise Apps & Support Services Manager, Aviall)

3. Ivanti Momentum Webinars offers best practices, tips & tricks, and much more to
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4. 200x
Picture
More frequent
deployments
Source 2016: State of DevOps Report

5. 24x
Envision
Faster recovery
from failures
Source 2016: State of DevOps Report

6. 22%
Imagine
Less time spent on
unplanned work & rework
Source 2016: State of DevOps Report

7. To make an error is human… To
propagate an error to all servers in an
automatic way is DevOps!

8. DevOps is a partnership between Development
and Operations that emphasizes
communication, collaboration and integration
Call it a culture, a movement
or a philosophy…
It’s not a framework, product or
technology!

14. Myth #1
There is no direct
customer/business value for
adopting DevOps practices.

15. Myth #2
There is no significant return on
investment in applying DevOps
principles to legacy apps.

16. Myth #3
Just don’t have the time or the
people.

17. Myth #4
DevOps doesn’t play nice with
regulatory and compliance
requirements.

18. Myth #5
We don’t have any problems that
DevOps can fix.

19. DevOps is just for start-ups or
unicorns, not enterprise
businesses.
Myth #6

20. ITIL, DevOps & Agile

21. How ITIL, DevOps and Agile relate
Service
Strategy
Service
Design
Service
Transition
CSI
Service
Operation
Application Development
(Agile)
Application Management (Through the lifecycle)
Service Operation (Operational support activities)
DevOps

22. DevOps & Agile

23. Business IT Development IT Operations
Agile
DevOps
Concept to Cash
Speed to Market

24. Agile Engineering
Capability to Operationalize

25. Strong
Source
Control
Automation Testing
Early
&
Often
Delivering
Small
Increments
Continuous
Improvement
Cohesive
Teams
What’s involved in DevOps

26. Coding
Standards
Test Driven
Development
Small
Releases
Continuous
Integration
Whole Teams
IT & The Business
What’s involved in Agile Engineering

33. DevOps & ITIL

34. Pressure to deliver regular/frequent update to
apps vs maintaining stable high availability
service.
DevOps adds value by encouraging improved
levels of communication, collaboration and
accountability between development and
operations.

35. Development and Operations teams often report
to different senior managers within organization.
Secondary thought given to how other parts will
support. “The Service Desk will take care of that.”
DevOps adds value by helping overcome
organizational barriers between development and
operations teams.

36. Value is a product of functionality as well as
performance. It’s not only the what it does, but the
how as well. Operations need to ensure the whole
service is delivering value.
DevOps adds value by assuring a uniform
understanding of ‘value’ across IT service
functions. When used with ITIL it combines timely
development of new functionality and ongoing
performance.

37. Development groups are often focused on time-
bound activities to produce new functionality. Not
too concerned with the day to day operation of the
functionality.
DevOps adds value by ensuring early
participation of operations teams in design and
development activities. Service Design gets early
involvement from ops teams.

38. Some DevOps Best Practice

47. https://www.globalknowledge.com/us-
en/resources/resource-library/white-
papers/the-intersection-of-devops-and-itil/
Good Read!

48. Thank you