Introduces empathy as the essence of DevOps. Describes specific ways empathy manifests in successful DevOps environments. Challenges organizations to treat IT transformation as more of a design problem than an engineering problem.

1. The Essence of DevOps
Jeff Sussna Founder & Principal Ingineering.IT

2. Work: teaching, coaching, strategic IT design
History: dev + QA + ops
Method: design thinker, thought-process challenger

3. IT’s new brief
Keep systems running >> drive innovation

4. Things become experiences

5. Value delivery becomes co-creation

6. The physical…

7. …merges with the virtual

8. Internal systems connect…

9. …with external
experiences

10. Success means responding faster than your competitors

11. Familiar structures and boundaries are dissolving
Functionality / operability
Systems of record / engagement
Control / responsiveness
IT / business

13. New tools?
New org chart?
New job titles?
“Full-stack” engineers?

15. Empathy != understanding someone’s needs

16. Empathy == seeing from another’s perspective

17. Empathy Bridges Differences

18. Empathy Lubricates
Systems Thinking

19. Empathy with each other
Empathy with the customer

20. But, but…!
silos, and…
segregation of duties, and …
geographical distribution, and…
outsourcing :-(

21. Agencies Do This All the Time

23. T-shaped people

24. Communication

25. Ethnography

26. Shared tools, practices, and
information

27. No “they”

28. “Everyone is responsible for the success
of the customer experience”
-Major Hayden

29. Getting From Here to “There”

30. IT transformation is a wicked problem
The journey is the destination
"Adapt, don't adopt. That is all."
-Andy Hunt

31. Best practices are signposts
not destinations

32. Empathy enables conversation
Conversation enables adaptation

33. Transforming legacy
systems and practices

34. Accept heterogeneity!
Practice continuous refactoring
Challenge assumed constraints and solutions

35. IT-as-Design!
Anticipation + Empathy + Ethnography + Creativity

36. “Design is empathy made tangible”
-Irene Au

37. The biggest
challenge

38. www.ingineering.it
blog.ingineering.it
linkedin.com/in/jeffsussna
@jeffsussna

39. Photo credits
http://www.flickr.com/photos/85546319@N04/10062790545/
https://www.flickr.com/photos/wiggo/3646013869/
https://www.flickr.com/photos/michaelcasey/73595793/
https://www.flickr.com/photos/mrbill/6566209207/
https://www.flickr.com/photos/neospire/3595638270/
http://www.rewardexpert.com/blog/wp-content/uploads/2014/03/Global-Entry1.jpg
http://en.wikipedia.org/wiki/Air_combat_manoeuvring#mediaviewer/File:Su-30_MKI%27s.jpg
http://molimited.com/blog/wp-content/uploads/2011/08/ShruggingShoulders.jpg
https://www.flickr.com/photos/pphaneuf/502372884/
http://en.wikipedia.org/wiki/File:GoldenGateBridge-001.jpg
http://commons.wikimedia.org/wiki/File:Oil_Can_on_Wheel_%287717816416%29.jpg
https://www.flickr.com/photos/vfsdigitaldesign/6384164541/
http://commons.wikimedia.org/wiki/
File:Climbing_toward_the_Lava_Tower_site,_Kilimanjaro,_-25_Aug._2009_a.jpg
http://de.wikipedia.org/wiki/Cam%C3%AD_de_Ronda#mediaviewer/Datei:Signpost_of_
%22Cam%C3%AD_de_Ronda%22.JPG
https://www.flickr.com/photos/ronmacphotos/8704609245/
http://www.legaltechdesign.com/wp-content/uploads/2013/11/
Legal_design_jam_at_Stanford_October_2013_01-290x220-cropped.jpg
https://www.flickr.com/photos/lovelornpoets/6034634225/