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What about run? Considerations for Agile/DevOps: its not over once its live

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What about run? Considerations for Agile/DevOps: its not over once its live

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‘Define, Build and Test’ is only part of the story. We also have to Run it, possibly long after Build is done and the team disbanded.

‘Define, Build and Test’ is only part of the story. We also have to Run it, possibly long after Build is done and the team disbanded.

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What about run? Considerations for Agile/DevOps: its not over once its live

  1. 1. What About Run? Rob England Two Hills Ltd Your pic
  2. 2. Terminology Service Management ITSM ITIL
  3. 3. Traditional ITSM • Real IT • To Protect and Serve • The old and the new
  4. 4. Paths to the mountain
  5. 5. Operations Some experiences • Gov.uk • A website outsourcer • Agile development teams
  6. 6. Design for Operation • Resilience • Scalability • Monitoring • Database independence • Compliance
  7. 7. Operational issues • Impact on users • Operating model • Security vs openness • Service levels • Compliance and audit • Archiving • Productionised tools
  8. 8. The future For CD and DevOps • process over technology • legacy systems • complex value chains • mainstream • The Hype Cycle Gartner Hype Cycle expectations time ITIL DevOps
  9. 9. The future For ITSM • risk profiles: fail fast • Change Management facilitator • automation • infrastructure as code • learning culture • trust culture
  10. 10. Takeaways ITSM describes the world No silver bullet Learn from each other Devops Enterprise: WIP
  11. 11. Thanks for listening… Rob England Two Hills Ltd www.twohills.co.nz Follow me @theitskeptic Your pic

Editor's Notes

  • © Copyright 2014 Two Hills Ltd www.twohills.co.nz
    This work by Two Hills Ltd is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License. Content must be attributed to "Two Hills Ltd www.twohills.co.nz".


    Rob England is an IT commentator and consultant best known for his website The IT Skeptic. He writes and speaks widely, with six books published. He was awarded the New Zealand ITSM Champion in 2011.
  • “Mass adoption not addiction”

    One of the obstacles to mass adoption is the operational considerations in legacy and complex environments
    It needs to work and keep working.

    ‘Define, Build and Test’ is only part of the story. We also have to Run it, possibly long after Build is done and the team disbanded.
    Service Management is desperately uncool, thanks in no small part to ITIL, but it really is important if we are to meet business needs, realise value and satisfy the users.  This presentation explores the intersection between CD and ITSM and how each informs the other when it comes to Run.  
  • Gov.uk  essential public services like passports, BD&M, benefits, justice, citizenship and tax
    developer  "Government Service Design Manual" mentioned ITIL once http://www.itskeptic.org/content/kindergarten-primer-itil
    Discovery A short phase, in which you start researching the needs of your service’s users, find out what you should be measuring, and explore technological or policy-related constraints... It’s a very short phase, probably taking no more than a week.
    Hosting gets a whole 650 words.
    Supplier management? No
    Helpdesk: 715 words, and not one of them about on-call support or supplier service desk interlock. Or tech support. Or process, of any sort. Or shared helpdesk services.
    ITIL? Once, and not in the “More Reading” links.


    OK for a government department to approve a release transition with an SMS reply – really?
    Happily discovering the distinction between an incident and a problem


    The reality hits when an established multi-services enterprise tries to move to (or keep) an Agile model: “DevOps Enterprise”
  • Operational code not functional code
  • Operating model: Developers on call, Support four years on


    Service levels: SLA, OLAs, Ucs

    Archiving: not just data but web pages and operational code
  • Cultural resistance to process, but Standard+Case
  • ITSM describes how the world works: it applies to all IT models/approaches
    Don’t see DevOps/CD (or ITIL) as a silver bullet
    Devops and traditional ITSM both have something to learn from each other
    This is a developing field, stay informed

    ITSM is not one model amongst many: it describes how the world works. ITIL and CD are different ways of describing the same ITSM reality. Both can teach the other, and rejecting either loses precious knowledge and experience.
    There is no one silver bullet: be careful not to get caught up in the excitement of any one set of ideas - the ITIListas have been there, they know (now).
    Some great work has been done and is still going on in finding the common ground between the two world-views. They are two big communities and neither of them is stupid; they both have something to say.
    There is more to be done: it is a work in progress that we should all track. For those designing systems, and those doing CD, ITSM merits close study, even ITIL - to deal with such issues as major incidents and catastrophes; support; data warehousing; service aggregation across suppliers; governance of IT; measurement of service levels, TCO, and ROI etc. And in return DevOps and CD are (slowly) transforming the way ITSM sees change and production.

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