1. Crossing the streams*
2018 is the year of ITSM / DevOps crossover
* Thanks to Paul Muller
© Two Hills Ltd 2018
Most images are © canstockphoto.com unless otherwise stated v5

2. • A brand for a fad: fads are engines of change
• Wellington: 400k people, 70% government work
• Consulting by the hour: strategy, evangelism,
coaching, and training. 100% DevOps.
• Clients: NZ biggest department; NZ taxation; bank;
utility; etc … (20 – 500 IT people)
High culture
Aspiration
It is!
Partners in life and work 

3. DevOps has three practices
parents
Agile Lean ITSM

4. Somehow we went tribal
Ding! Dong!
The wicked
ITIL is dead!
Free range
cowboys

5. ITIL had baggage
• Siloed into “processes”: local optima
• Empowers bureaucrats
• People and systems are secondary to
process
• Mixes attempts at thought leadership
with documenting generally accepted
practice
• Predates much complex systems and
behavioural theory
• Myth of the simple system: waterfall

6. Project Management was the worst thing
that ever happened to IT
• Define once
• Business case theatre
• Estimates become commitments
• Bells and whistles, gold plated
• Latency between requirements and delivery
• Lack of experiment
• Difficult to pivot
• Difficult to kill
• Do once: no incentive to automate
• New only: no funding for defects or debt
• Remote from customers
• Testing ends at go-live
• Big bang change
• Complex change across multiple systems
• Time, cost, deliverables, quality. Quality loses.
• No accountability for quality
• Those building the system don’t run the
system
• Handover of knowledge and artefacts
• Break up teams
• Set people up to fail
http://www.itskeptic.org/pm

7. Better together

8. Increasing crossover
• Site Reliability Engineering
• Support deconstructed
• Insights into human error
• Resilience
And from "the other side"
• Agile ITIL
• Swarming
• Service management evolving
• ITSM and complex systems

9. Embrace risk
Eliminate Toil
Automation of scale: zero touch
Reduce repair time
Error budget
Handover of services
…
SRE: Unplanned
downtime!
ITSM: ….

10. Stella Report
• Above and below the line
• Anomaly response
• Dark debt
• ROI on unplanned investments
• The consequences of escalating consequences
• Post mortem for improvement

11. Dr Richard Cook

12. Prof Sidney Dekker

13. Resilience engineering
• Rugged Software
• Josh Corman
• ruggedsoftware.org
• REdeploy
• Mary Thengvall, J Paul Reed
• re-deploy.io

14. And back the
other way…

15. Strategy
Portfolio
Programme
A service is the whole experience
Require Design Build Accept Deploy IT
Product
Customer
User
MFDs
Browser
Device
Network
Data
Business
ITServices
Organisationalvaluestreams
IT Value streams
Infrastructure
Desktop
Request to Fulfil
Strategy to portfolio
Support and training
Detect to Correct
Data management
outcome
TIME
SPACE
Run
Support
Retire

16. ITIL is evolving:
ITIL Practitioner
• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple
“ITIL 3.5”

17. ITIL 4
• Release in 2019
• End-to-end life cycle over fragmented
• Holistic view rather than a process focus
• Flexible value flow, moving away from operational silos
• Continual improvement versus major releases.

18. SM is evolving
• New BoK
• Digital services

19. Agile SM
Agility in ITSM process
improvement
Watch YouTube:
Eduardo Nofuentes,
AgileNZ 2015
Agile
SM
ITIL
Lean
Kanban
Scrum
Image: Certified Agile Service Manager, © DOI
Agile call
centre

20. Intelligent Swarming
Consortium for Service Innovation —
http://www.serviceinnovation.org/intelligent-swarming/
Jon Hall
Wed 11:50
Nolita 3

21. Better together

22. Seeing with new lenses
https://thetruesize.com

23. What we need
• Support Kamu: send us experiences of crossover
• What is the engine for transformation? How do you power it within
an organisation?
• See the world with new perspectives, through new lenses: try it on
ITSM
tealunicorn.com