ITSM Solutions and Devops AlignmentIncident Management for the Agile WorldManish Kalra – Director, Product Marketing | @mkalra

@pagerduty

IT Landscape

Rise of the Application Centric Business

UBEROwns no carsDisrupting transportation

TwitterOwns no media outletsDisrupting communications

airbnbOwns no hotelsDisrupting hotel industry

AmazonOwns no retail outletsDisrupted EVERYTHING

Innovation Pace

Brand

Competition

Security

Customer Demands

Relevant

Pressures on the Business

Stability Agility

Release VelocityNew MarketsCompetitive Response

Customer experienceUptime and Performance

Security & Compliance

What Do We Do

ITSM DevOps

Stability Misalignment Agility

• Compliant• Plan Driven• Long Term Cycles• Conventional Process• IT Centric• Low Customer Touch

• Fluid• Agile• Continuous• Short Cycle• New Project• High Customer Touch

• Polar Opposite• Competing

Attitudes• Mismatch on

Technology• Lack of Mutual

Understanding• Too Much Change

at Once

So Lets Transform

ITSM DevOps

Stability Agility

Lets Buy ToolsITSM DevOps

ITSM DevOps

Tools Alone Are Not The Solution

47%Of teams use 6+ monitoring tools

27%Consolidate

alerts

IT organizations that have tried to custom adjust current tools to meet

DevOps practices have a failure rate of 80%….

Tools Still Need Help

What’s importantTeams struggle to

find the right signal in all the noise

85%Of teams miss alerts

79%Have availably

Problem - Monthly

Tools

Won’t fix the problem

Stability Agility

ITSM DevOps

PeopleProcessTools

Alignment

AutomationVisibility

Correct Path

StandardsShared Knowledge

Identification Process

Cultural of CollaborationShared ResponsibilityShared Accountability

Collaboration/Resolution

PagerDutyITSM and DevOps Alignment

MICROSERVICES

APPS & SERVICES

CONTAINERS

CLOUD

NETWORK

DATABASE

SERVERS

Developer

NOC

Helpdesk

IT OpsSystem and User

Efficiency

Incident Event Alert

People Tools Process

Deployment Tools

Monitoring Tools

Ticketing Tools

APP

SYSTEM

LOG

WEB

MOBILE APP

Automatic Escalations

On-CallScheduling

PagerDuty The Fastest Path to Incident Resolution

Bringing together tools, process, and people

PeopleOne platform for NOC, Helpdesk, & Responders that brings teams

together

ProcessTo consolidate and cluster alerts to surface the real problems and

notify the right people

ToolsLeverage existing tools to deliver

modern ops for a unified view across all apps and services