Impact of DevOps on ITIL

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Webinar “Impact of DevOps on ITIL Implementation"



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About the presenter

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Aneej Matthai

Webinar “Impact Of DevOps on ITIL Implementation"

ITSM best practice consultant with over two decades of IT experience

architecting & improving enterprise service offerings.



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Objectives of this Webinar

As DevOps initiatives are being embraced, it is important that the

proponents of ITIL® are aware of the impacts on them and the additional

responsibilities that they would have to manage.



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Topics Covered

What is ITIL® ?

What is DevOps ?

Does DevOps and ITIL complement each other?

Impact of DevOps on ITIL® implementations - I

Impact of DevOps on ITIL® implementations – II

Question & Answers



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Topic : What is ITIL® ?

What is ITIL® ?

What is DevOps ?




Question & Answers



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What is ITIL®?

Is a set of practices for IT service management (ITSM) that

focuses on aligning IT services with the needs of business.

ITIL is the most widely accepted approach to IT service

management in the world.

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Topic : What is DevOps ?

What is ITIL® ?

What is DevOps ?




Question & Answers



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Conflicts across Dev, Ops, and Business

BUSINESS

DEV OPS



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Conflicts across Dev, Ops, and Business

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Business Development Operations

We have built walls – intentionally or not – that limit performance



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What is DevOps?

The definition of DevOps on Wikipedia:

DevOps is a software development method that stresses

communication, collaboration and integration between software

developers and information technology (IT) operations

professionals.

DevOps is a response to the interdependence of software

development and IT operations.

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What is DevOps?

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But how do we collaborate ?

Is it merely tearing down the wall of confusion ?



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We have several dimensions to consider



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Organization

Performance KPI’s

• Traditionally >> Dev and Ops have

different KPI‟s to measure success

• DevOps>> Means having common

KPI‟s to measure success

• Traditionally >> We have organized

skills in functional siloes

• DevOps >> Aims to bring cross

functional people together.

Dimensions of DevOps



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Processes

• Traditionally >> Dev uses Agile; Ops

uses ITIL.

• DevOps >> Means both making the

best of Agile and ITIL

• Traditionally >> Dev and Ops use

their own tools/environments

• DevOps >> Focus on automating

the process end-to-end to ensure

continuous delivery

Toolsets

Dimensions of DevOps

What have high performing companies done ?



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What have high performing companies done ?

Multi-disciplinary teams who take end to end responsibility to deliver customer

value early and often while continuously improving their process

- Adriaan de Jonge

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What have been the results ?



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Source : Puppet Labs



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Topic : Does DevOps and ITIL complement each

other?

What is ITIL® ?

What is DevOps ?




Question & Answers



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Take a Poll question

Does ITIL and DevOps complement each other ?



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Agile Manifesto

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Is ITIL® agile?

Opinion : It is aligned to waterfall

ITIL® narrative is still sequential, plan-centric, and deterministic

The words plan, procedure, document and control far out-weighs agile words such as

collaboration, experiment, incremental in small batches, minimal viable product and fast

feedback

Opinion : It supports agility and feedback

ITIL® is not explicitly opposed to Agile and DevOps. The Service Design volume supports

iterative and incremental design, and mentions Agile and XP.

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What do they say?

I absolutely believe that ITIL® and DevOps are compatible

- Karen Ferris – Director and IT Service Management Expert

If you think DevOps and ITIL® aren't compatible then you don't understand either

- James Turnbull - Author, CTO at Kickstarter & Advisor at Docker

DevOps does not diminish the value of ITIL – it validates and matures it

-Jayne Groll - President of ITSM Academy and Board Member of the DevOps Institute (DOI)

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But how do they fit together ?



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Scrum

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Scrum & DevOps

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Scrum & DevOps

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Topic : Impact of DevOps on ITIL® implementations - I

What is ITIL® ?

What is DevOps ?


Impact of DevOps on ITIL® implementations – I

Impact of DevOps on ITIL® implementations - II

Q&A



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Embrace the goal of DevOps

The goal of DevOps is not just to increase the rate of change, but to

successfully deploy features into production without causing chaos and

disrupting other services, while quickly detecting and correcting incidents when

they occur. This brings in the ITIL® disciplines (DevOps Cookbook - Gene Kim)

The concept of strategizing what services to offer and the envisioned value

remains unchanged; however ITIL® phases such as design, transition,

operation and CSI cycles are impacted by DevOps.



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Embracing DevOps Exposes Poor Implementations

What slows down is not ITIL®; rather waste introduced by

customized procedures build into the ITSM tools

ITIL®, when taken literally generates a lot of waste and people

get ITIL®-fatigued; our tools and processes are often „task‟

centric and not service centric.

The integration of ITIL® and DevOps helps to identify areas of

improvement plagued by poor performance and unwanted

delays.

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Three ways DevOps can help

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Topic : Impact of DevOps on ITIL® implementations - II

What is ITIL® ?

What is DevOps ?




Question & Answers



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Impact On ITIL Service Design Phase



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Architecture : from siloed functional teams to cross functional teams

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Impact on Service Design - Microservices



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Impact on Service Design

Tolerant Reader Pattern

Enable upgrading a service, however retain the interfaces with

client that does not need the changes

Rolling Upgrades

Roll up a server, upgrade it, roll it online and have load balancer

point to it



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Impact On ITIL Service Transition Phase



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Impact on Service Transition

Introduces smaller changes more

frequently

Reduce the risks associated with

less frequent releases of major

changes.



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Impact On ITIL Process – Service Asset & Configuration Management



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Configuration Management

Strategy

Keep all configuration information in one place.

Keep binary files independent from configuration information

Environment specific configuration (all resources that application requires)

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Configuration Management

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Impact On ITIL Processes – Others



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Some ITIL Processes

Change Management

Continuous Delivery is about changing small parts of a system and doing it often.

Smaller change sets are less likely to cause problems and easier to rollback

when they do.

Release and Deployment Management

A release manager sketches out the delivery pipeline, its dependencies, required

automated tests and automation of the release procedure.

Incident Management

Any failure during any testing in any environment triggers an immediate action to

fix the failure.

Cultural change to work as a combined development and operations team is a big

win over the normal “blame game” we are used to

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Take a Poll question

What is the main benefit of bringing DevOps to ITIL ?



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Topic : Q &A

What is ITIL® ?

What is DevOps ?




Q & A



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Q&A



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www.quintgroup.com

For further information or questions, please contact:

Aneej Matthai

[email protected] 9901722377

Impact of DevOps on ITIL

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