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3 Key Ways Service Desk Automation Can Support DevOps

Adam OBrienProduct Marketing Manager, SunView Softwareaobrien@sunviewsoftware.com

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To deliver at DevOps speed (and scale), the technology framework must be designed

for "human by exception," where as much work as possible is performed by

programmatic means.

Source: Gartner, 2015

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ContinuousMonitoring

Collaborative Development

Continuous Release and Deployment

ContinuousCustomer Feedback

ContinuousTesting

Dev

Ops

Service Desk / ITSM

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3

Incident toIssue Tracking

DevOps Toolchain toChange Management

MetricsReporting

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Streamline Feedback by Integrating Incident Management & Issue Tracking

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Incident Management to Issue Tracking

By ensuring your incident management and issue tracking tools are integrated, you can leverage specific automations to accelerate incidents to proper teams, accelerating feedback, and reduce mean time to resolution for problems.

IncidentManagement

Issue Tracking

DevOpsUsers

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Assignment automations based on application or other associated CIs

Automated notifications to Dev team on tickets against a business service or CI

Integrated collaboration tools for Ops to Dev discussions

Ticket promotion functionality for service desk staff

Incident Management to Issue Tracking

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Improve visibility into incidents caused by application changes

Take proactive steps to eradicate repeat errors by pinpointing root causes

Take proactive steps to eradicate repeat errors by pinpointing root causes

Increase visibility of high-impact incidents and quickly escalate to streamline resolution, cutting down on resolution times and increasing service desk ROI

Incident Management to Issue Tracking

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Improve Visibility by Integrating Change Management into the DevOps Toolchain

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Why Integrate Into the Toolchain?

For a more efficient change orchestration, organizations need a single source of change management that provides complete visibility for risk management, metrics reporting, and compliance auditing

“Move Faster”

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Improved Visibility

61%Of IT professionals believe

DevOps improved visibility into IT process &

requirements

Source: Gartner, 2014

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Integrate Change Management with Toolchain

Setup Pre-Authorized Change Processing for Pre-approved Changes

Use API to integrate Change Management into Toolchain

Capture Critical Change Artifacts as Part of the Change Record

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Automate the capture all change artifacts across the DevOps toolchain

Increase visibility for risk and compliance management

Streamline change approval processes

Quickly pinpoint root causes of incidents/problems with history/audit trail

Integrate Change Management with Toolchain

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Increase Organizational Buy-In with Better Real-Time Dashboards & Reports

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“Because DevOps does not have a formal framework, IT organizations attempting to implement DevOps principles and practices are often left with little guidance on how to measure the effectiveness of their programs.”

- Gartner

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The Benefits of DevOps

“Measure It”

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Metrics Reporting

Defined DevOps Success KPIs

Metrics Dashboards with KPI Score Cards Graphical Reports

SLA Measures for Incident Resolution

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Elevated employee engagement and interaction, leading to a focused and streamlined work effort

Organizational goals become common knowledge, creating an atmosphere of unified efforts

Real-time data allows organizations to be flexible with goals as incidents or customer needs arise

Increased ROI, as less man hours is needed to facilitate the collection of data

Metrics Reporting

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Best-Value Service Management Platform for Any Size Organization

ITIL-Based Processes

Codeless Configurations

Persona Based Dashboards

Powerful Automations

Flexible Licensing Options

Seamless Integrations

Want more info? Check out: SunView Software.com/LEARN/DevOps