1. DevOps: The Future of ITSM, ITIL and the Cloud Hank Marquis Practice Director for Cloud Solutions at Global Knowledge

2. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 2 Your Presenter, Hank Marquis Ph.D. FBCS CITP Global Knowledge Practice Director for Cloud Solutions 32 years IT (really?!) APMG/OGC author, ITIL reviewer Fortune 50 to startup Service Management experience 15 years ASP & Cloud 3. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 3 Saves money, but ROI isnt why. Reduces CapEx, but thats not why. Its services, but thats not why. Its not a fit for every app, firm or team. Its not even as good as what it replaces And it has more attack surfaces and risk vectors! Why were here, talking about cloud Were here, talking about cloud because of agility 4. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 4 Today: weeks-to-months to value Storage Compute Network AppDev Project Mgmt App OPS ITIL/ ITSM Compliance/ Governance Business Analyst 5. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 5 Tomorrow: hours to days Storage Compute Network AppDev Project Mgmt App Business Analyst Cloud Operating System SDN API Cloud OPS ITIL/ ITSM Compliance/ Governance API API 6. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 6 The Day After Tomorrow: Seconds Storage Compute Network DevOps Project Mgmt Business Analyst Cloud Operating System API API SDN API Cloud Service Management Compliance/ Governance App 7. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 7 Enterprise Agility Challenges In a word, Demographics Gen Y demands BYOD & ubiquitous access Wont accept restrictive IT Internet firms taking out established firms Think amazom.com Lifespan of apps diminishing By the time its ready, its obsolete Micro market bubbles Hot features come fast (and go) 8. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 8 Trends in IT Business Partnerships Social+Mobile+Cloud (SoMoCo) Social is how people want to work retention, hiring, productivity, succession/promotion, generational Mobile is how workers want to be access their systems and data from anywhere, on any device Cloud is the engine underneath social and mobile Big Data Business intelligence analytics spearheading predictive strategies (killer app for cloud?) 9. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 9 In SummaryCloud Changes Everything! 10. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 10 On-demand self-service Broad network access Rapid elasticity Measured service Resource Pooling (including virtualization) 5 Essential Features (technologies) Software as a Service (SaaS) Platform as a Service (PaaS) Infrastructure as a Service (IaaS) 3 Service Models Private Cloud Community Cloud Public Cloud Hybrid Cloud 4 Deployment Models Cloud Holds Many Visible Opportunities for ITIL Improvements 11. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 11 The Future is DevOps DevOps = Development + Operations We used to say Integrating ITSM into the SDLC Faster time to value, removes the middleman Continuous release, new platforms in minutes Legacy Ops processes a problem The structure of IT processes must change The approach to RACI for processes must change Consistent process must remain (That means ITIL) 12. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 12 DevOps Drives Big Changes Role, Job & Team Changes Project Management changes Focus on the non-functional vs. functional Development Changes SDLC becomes Agile; plus SCRUM and even NoOps ITSM changes Control must devolve & processes must automate 13. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 13 Project Management Changes More SaaS and PaaS = focus on QoS v. functional BAs define functional requirements Non-functional (aka quality of service) requirements now critical Monitoring, instrumentation, analytics, etc. Classic PM needs to support Agile & SCRUM Daily releases, features vs. applications, many smaller teams 14. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 14 Development (Dev) Changes SDLC (Waterfall) to Agile Continuous delivery often to goal Test in production is the norm Software allocates resources itself 15. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 15 IT Control Over Public Cloud Why ITSM (still) matters Networks Servers Operating Systems Storage Deployed Application Settings Software as a Service Platform as a Service Infrastructure as a Service control limited control no control 16. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 16 Operations (Ops) Changes Ops shifting to broker & communicator from installer & maintainer Demand, Service Portfolio, Financial Management Service Catalog, Service Level, Supplier, Capacity, Availability & ITSCM, InfoSec Request Fulfillment, Event, Incident, Problem, Access Management SACM, Knowledge and Deployment, Decommission and Transfer (Release) 17. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 17 Affected Processes Demand Management Understand & Influence customer demand for services Provision capacity to meet demands Analysis of PBA & UP Differential charging Service Portfolio Management Understanding business value Financial Management ABCs Questions Answered Why cant my work e- mailbox be the same size as my web mailbox? How do we keep users from ordering incompatible services? What else can we do with these new services? How do we track cloud IT costs? Service Strategy for Cloud 18. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 18 Service Strategy Tactics Document cloud consumer functional and quality of service requirements Understand demand for cloud services Implement customer satisfaction surveys & complaint mgmt Assess cloud provider's offerings, capabilities and competitors Develop a strategy to serve customers Ensure implementation of the strategy Choose cloud service and delivery models, use cases Identify systems to move to cloud Define cloud provider and broker selection criteria Establish charging, billing and capacity management policies Controls must change to support change management Audit, SOX, etc. to allow speed required 19. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 19 Affected Processes Service Catalog Management (and automation) Service Level Management Supplier Management Capacity Management Availability & ITSCM InfoSec Questions Answered How can we simplify IT using cloud services? What is the internal supply- chain for cloud? How does it change from today? What about licensing and other security issues? General Computing Controls Regulations (SOX, HIPPA, PCI, etc.) Service Design for Cloud 20. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 20 Service Design Tactics Architecture for cloud portability, integration and interoperability Coordinate designs for mash-ups and hybrids Create and deliver a service catalog to customers Gather requirements for monitoring and reporting Mitigate risk for cloud availability and security Decommission capacity as required Manage suppliers performance Drive Self-service & Automation 21. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 21 Affected Processes Change Release Deployment, Decommission & Transfer SACM Configuration Items CMDB Knowledge Management Ex. BYOD, specialized knowledge around Ops in a POD Cloud provider KB access Questions Answered How can we introduce code faster? How can we release daily if it takes 10 days to approve a change? Why cant Dev have DTQ access without change management? ITIL Service Transition for Cloud 22. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 22 Service Transition Tactics Drive DevOps: identify, decentralize and expedite changes to match velocities with Agile Pods/teams Work with Audit to Adapt GCCs are needed Move from process to processes Establish change models by cloud provider/service as well as internal dev and ops teams Federate change approvals, automate RFCs Coordinate changes & releases across cloud providers/mash-ups Automate Dev/Test/QA activities across cloud providers and hybrids Ensure customer quality of service (vs. functional) requirements are built into dev project plans Release Models Extend configuration management to include configuration of PaaS and IaaS services Consider changing CI types 23. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 23 Affected Processes Request Fulfillment Event Management Incident Management Problem Management Access Management Questions Answered How does the Service Desk change in a Cloud world? What is the role of Problem Management if we use Cloud? With so many cloud services, who/how do we manage access? ITIL Service Operation for Cloud 24. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 24 Service Operation Tactics Setup Event Management and monitoring methods aligned with SLM Define Incident prioritization tables as well as major incident handling procedures; integrate with cloud providers Update Problem Management to facilitate cloud provider issues; shift to communications & tracking Develop automation and Request Fulfillment for on-demand IaaS/PaaS Ensure Access Management and Event Management detect and react to unauthorized access to services Support DevOps move as much automation and activity from Ops to Dev as possible 25. 2012 Global Knowledge Training LLC. All rights reserved. 8/1/2014 Page 25 Summary Cloud changes everything, you cant avoid it so get behind it Use ITIL/ITSM to offer mentoring on how to choose and mange services wisely IT doesnt go away with cloud, its role changes ITSM/ITIL are critical to success with cloud DevOps is your angle into the conversation Show what you know by getting out of the way 26. Thank You for Attending For more information contact us at: www.globalknowledge.com | 1-800-COURSES | am_info@globalknowledge.com