ITIL and DevOps can be friends
24
ITIL and DevOps can be friends Jan-Joost Bouwman, Ingrid Algra Implementing Agile ITSM @ ING Netherlands DOES2015 San Francisco• 19 October 2015
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ING Orange
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
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ING Lime
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ING Leaf
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ING Mid Grey
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Text Colour
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ITIL and DevOps can be friends
Jan-Joost Bouwman, Ingrid Algra
Implementing Agile ITSM @ ING Netherlands
DOES2015 San Francisco• 19 October 2015
ING Orange
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ING Light Grey
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ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
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ING Mid Grey
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Text Colour
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Jan-Joost Bouwman • Process Owner Change Management • DevOps Community manager @ ING • Background in Operations and Processes • >15 years of experience in IT • Birdwatcher, travelling the world for birds • @JanJoostBouwman
Ingrid Algra • IT Chapter Lead • Integration layer girl • >15 years of experience in IT • @ING since: 01-10-2000 • Aerobics, horseback riding • @ingridweij
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Introducing us
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
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Text Colour
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Market leaders Benelux
Growth markets
Commercial Banking
Challengers
3
Who is ING?
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
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No content below the grey line
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At ING the role of IT has changed from service to strategy driver
Clear and easy Today straight through processing enables ING to deliver a 5 min instantaneous offering
Anytime & anywhere Today internet & mobile enable ING´s customers to do their banking 24x7 via Mobile or the internet
Empower Today CRM and predictive banking solutions enable ING to focus on helping customers to understand their future prosperity
Keep getting better Agile development methods have enabled ING to constantly deliver new value to our customers
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
Transition of the organisation
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
Transition of the organisation
2011
ING Orange
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
Transition of the organisation
2011 2013
ING Orange
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ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
Transition of the organisation
2011 2013 2015
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
9
The great divide
ING Orange
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
10
The great divide
DevOps teams: We don’t want to do ITIL anymore! It is so much administration and we don’t see the added value. We only want to use a backlog.
ING Orange
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ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
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The great divide
Risk Management: We still need ITIL to prove to our regulators we are in control! You have to use it!
DevOps teams: We don’t want to do ITIL anymore! It is so much administration and we don’t see the added value. We only want to use a backlog.
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
12
There may be a way to restore the peace!
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
13
There may be a way to restore the peace!
Eliminating duplicate administration, making the ITIL Processes as lean as possible. Introducing…
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
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There may be a way to restore the peace!
Eliminating duplicate administration, making the ITIL Processes as lean as possible. Introducing…
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
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Solving incidents should not affect team predictability (Sprint goal) • Each Sprint has reserved capacity for
operational tasks • Recommended 30% - but base it on historical
data
• Priority 1 and 2 incidents must be solved immediately
• Lower priority within bandwidth • Outside bandwidth after approval of Product
Owner
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Incident management in ING Agile ITSM means utilising bandwidth
ING Orange
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
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Text Colour
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Strive for Today in – Today out (TiTo) Working with almost empty incident queues gives more satisfaction and a competitive mindset
Each team has a dashboard showing open incidents in real time
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ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
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Changes: • Workarounds in Knowledge systems • No more Known Error record Problem records still require minimal registration (status, short description): • Reassignment to other teams • Management reports & dashboards • Linking incident records for insight in
reoccurrence
Minimise build up of Technical Debt by aiming for This Sprint In Next Sprint Out (TSINSO)
Problem Management tasks managed as User Story in the Product Backlog
17
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
18
In Change management we take the biggest steps
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
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In Change management we take the biggest steps
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
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We still need to manually change our CI’s. Possible improvements: • Discovered data • Automated generation of CI’s in
the CD Pipeline
CFG is more in the ‘new’ world! • Also includes building actual
configurations of applications and the stack
• And keeping those in version control
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Configuration Management: more progress to be made
ING Orange
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ING Light Grey
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ING Indigo
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ING Sky
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Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
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Text Colour
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• Customer focus (reliability) • Feedback loop (mostly incident
management) • Uniform process • Discipline
What can Agile/Scrum learn from ITIL?
21
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ING Light Grey
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ING Indigo
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ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
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Text Colour
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• Need for speed • Customer focus (adding value) • Limiting WiP • Feedback loop (what customers really
want)
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What can ITIL learn from Agile/Scrum?
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
No content below the grey line
• no real conflict. • ITIL still has adds value ta a DevOps way
of work. • It does help to make the processes as
lean as possible • ITIL and Agile/Scrum/DevOps can work
together • This requires understanding and
acceptance of each other’s expertise
23
Wrap up
ING Orange
RGB= 255, 98, 0
ING Light Grey
RGB= 168, 168, 168
ING Indigo
RGB= 82, 81, 153
ING Sky
RGB= 96, 166, 218
Colour Guidelines
ING Fuchsia
RGB= 171, 0, 102
ING Lime
RGB= 208, 217, 60
ING Leaf
RGB= 52, 150, 81
ING Mid Grey
RGB= 118, 118, 118
Text Colour
RGB= 51, 51, 51
Thank you @ingridweij
@JanJoostBouwman
visuals by Isabelle Hörl: www.isabellehorl.com | @IsabelleHorl
we are hiring!
