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ITIL And DevOpsChris Fulton, Global Technical Account Manager, Electric Cloud

@cfulton81

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ITIL, ITSM, and DevOps

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How does process fit into DevOps?

• Getting “stuck” in change management

• How do you stop “waiting for approvals”

• Should you automate certain approvals?

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Getting out of waiting for approvals

• Categorize changes High / Medium / Low

• Automate information• Get “humans” out of the business of creating change tickets

• Auto-approve low risk changes, if no dependency

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High Risk Changes

• Contain lots of dependencies• Could bring down many applications

• These changes might be suited for a traditional “change” process with human intervention

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Medium/Low risk changes

• Have verifiable test coverage• Have verifiable pipeline and demonstrated they have

worked in lower environments• Repeatable changes that have been done before

• Still document and log every step, but auto approve

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Continuous Integration for Process

• Automate the process from “approved” to deploying to an environment

• Keep logs of everything (done for you in ElectricFlow™)

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Practical Example

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Example of DevOps and ITIL process

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ElectricFlow™ Environment

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ElectricFlow™ Pipeline

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Process Explained

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ElectricFlow™ Service Now Plugin

Bi-directional communication plugin

ElectricFlow connects IT Service Management processes with scalable DevOps Release Automation

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Final Thoughts

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Automating Process

• Think about what a machine can do• Have easily obtainable logs• Do not put in place unnecessary gates

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DevOps and ITIL can and SHOULD work together

Thank you!

blog: electric-cloud.com/blogtwitter: @electriccloud

Christopher Fultoncfulton@electric-cloud.com