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Adapting IT Service Managementfor the DevOps Era: Swarming, ChatOps, Cynefin and other new ways of thinking & working in IT

Peter AdamsSr. Director, Product Management, ITSM

© Copyright 2019 BMC Software, Inc.


Taming the Tech Tsunami

Cognitive Automation Key To Address This Complexity

IoT gets down to business

Multi-Device(IoT)

Multi-Cloud becomes a reality

Multi-Cloud

Omni-Channel Experience takes

center stage

Multi-Channel

DevOps is the new norm

DevOps Big Data

Data is the new oil

3© Copyright 2019 BMC Software, Inc.

“Organizations building more flexible ITSM strategies - encouraging collaboration and communication across the organization and offers more guidance for implementing change quickly.”

-- CIO.com


ITIL HAS ADJUSTED TO DEVOPS TREND, BUT STILL FACES A BRANDING PROBLEM

• ITIL 4 integrates best practices from DevOps, Agile, and Lean IT with traditional ITSM practices.• while still promoting service focus, good governance,

reliability, stability and security

• BMC is generally aligned with this evolution of ITIL, actively participates in the definition of ITIL 4, and supports new practices as part of our ITSM solution.

• BMC Helix ITSM / Remedy ITSM is ready for ITIL 4


Enabling better DevOps performance (faster innovation at high quality) by

1. Accelerate delivery of supporting IT services to DevOps teams

2. Delivering helpful contextual insight

3. Help establish scalable DevOps-aligned customer support

4. Ensure high velocity of deployments w/o impacting quality

BMC HELIX VALUE PROPOSITION FOR DEVOPS/AGILE ORGANIZATIONS

culture value focus

collaboration

measu

remen

tauto

mat

ion

Value: Increased Agility, Improved Quality of Service w/o Impact on Velocity


SELF-SERVICE INTAKE OF DEFECTS

6

• Enable IT service consumers to create defects in Jira, without having to go through manual Service Desk process.

Web UI

Mobile UI

Mature DevOps-aligned Support

Capabilities


PROVISIONING OF IT SERVICES FORDEVOPS TEAMS

7

• Automated, rapid provisioning of IT services for DevOps teams (compute, microservices, …)

• Single point of contact across different providers (catalog brokering)

• Easily measurable consumption of IT services for improved optimization.

• Fully REST API enabled

SupportingIT Services


Discovers:40,000 software versions, 6,000 network devices,

30 storage brands, 1,000 relationship types,

100 middleware, 25 DevOps technologies

DISCOVERY OF CLOUD SERVICES FORBETTER SITUATIONAL AWARENESS

Azure

AWS Google CloudPlatform

Multi-Cloud DiscoveryEnables Discovery of assets across Cloud:

AWS, Azure, OpenStack & Google Cloud (Already Available),

Alibaba Cloud, IBM Cloud (Planned)

BMC Helix Discovery (on containers)Now available as a true SaaS solution

Contextual Insight


EFFICIENT COLLABORATION WITH 3RD-PARTY PROVIDERS

Ticket Brokering to External ProvidersEfficiently collaborate & resolve issues. Close bi-

directional coupling to major providers (e.g.

AWS) through the ticket lifecycle.

Ticket Consolidation Easily bring tickets from departmental systems

to central ITSM system for resolution, audit,

reporting

Intuitive, Insightful ReportsCreate, view, update, escalate and generate

reports of tickets to help resolve issues faster and

with more efficiency

Integrate and manage

incidents directly into provider service desk

Collaborate instantly

between service agents to help resolve issues

NO-CODE INTEGRATION WITH BMC HELIX ITSM


Capabilities


Removing the tiers of support, and calling on the collective expertise of a “swarm” of analysts.

Swarming

Network

Collaborative

Dynamic, loopy

Measured by value creation

Tiered support

Siloes and hierarchies

Directed

Linear, rigid

Measured on activity

SWARMING

Source: Consortium for Service Innovation

Swarming discussed in ITIL 4 and VeriSM


Capabilities


Escalation

Escalation

LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT

LEVEL 1 SUPPORT

LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS

CLASSIC “TIERED” SUPPORT STRUCTURE


…when the answer is here… …or here.

Issues may spend time here

LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT

LEVEL 1 SUPPORT

LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS


LEVEL 1 SUPPORT

LEVEL 2 SUPPORT

LEVEL 3 SPECIALISTS

When tickets

eventually

escalate……they frequently

bounce back for

clarification


LEVEL 1 SUPPORT

LEVEL 2 SUPPORT

LEVEL 3 SPECIALISTS

LEVEL 1 SUPPORT

LEVEL 3 SPECIALISTS

LEVEL 2 SUPPORT

SUBJECT MATTER EXPERT

The system encourages “heroes” (not in a good way)


Severity 1 Swarm

Prioritize

SWARMING PROCESS AT BMC


SEVERITY 1 SWARM

Swarm leadCommunications

Other membersResearch, coordinate, test

Rapid respondersThree agents, one week rotation

Primary focus: Provide immediate response, resolve ASAP


Severity 1 Swarm

Local Dispatch Swarm

Prioritize

30% solved here !



DISPATCH SWARM

Experienced analyst Less-experienced analyst

“Cherry pickers”Meet every 60-90 minutes

Primary focus: Can new tickets be resolved immediately?

Also: Validation of ticket details before assignment to specialists


Severity 1 Swarm

Local Dispatch Swarm

Prioritize


Local Product Line Support Teams

Backlog Swarm Backlog Swarm


BACKLOG SWARMS

Experienced analysts R&D Engineers

Global fixers of troublesome ticketsMeet regularly (often multiple times daily)

Primary focus: Challenging tickets brought by local support teams

Replaces inter-team and individual reassignments


• Autonomy and self-organization• Knowledge transfer and skills development• ChatOps, not email• Prevention of accumulation of queued work• Protection of individuals from burnout

SWARMING ALIGNS REALLY WELL TO DEVOPS

SWARMING FROM PERSPECTIVE OF

CYNEFIN FRAMEWORK

Obvious and Complicated domains:Repeating relationship between cause and effectWith Complicated you need to do analysis to find that relationship

Complex domain:Understanding the problem requires experimentation and analysis.May, over time, be able to move to Complicated

Chaotic domain:Dramatic and unconstrainedFocus on damage limitation, try to move to another domain

• Cynefin (Pronounced “kuh-nev-in”)

• Developed by Dave Snowden at IBM in 1999


“Sense, Analyse, Respond”

Dispatch-type swarm – pair agents with varied experience

Capture detailed knowledge for organizational learning

“Complicated” Domain

Swarm Lead Swarm Assistant


• “Probe, Sense, Respond”

“Complex” Domain


• 25% median resolution time improvement• Customer satisfaction up 8 points• More issues closed in <2 days• Significant reduction in backlogs• Halved on-boarding time• Freed resources for innovative offerings

SARMING – SAMPLE RESULTS

INTELLIGENT SWARMING IN 3RD-PARTY COLLABORATION TOOLS

Enable collaboration in 3rd-party Chat tool: MS Teams (future: Slack)

Perform ITSM queries/actions from within standard chat tool

Identify collaborators for swarming sessions via cognitive service



Capabilities


ZERO-FRICTION ALIGNMENT WITH DEV VIA INTEGRATION TO JIRA AND OTHER DEV TOOLS

Incident, Change, Problem, Workorder to Jira bug / user story

One or multiple Jira user stories to Change Request, Incidents

Develop and configure for additional dev tools

Policy based automation

Collaboration & Visibility

Group multiple, related tickets

and/or Jira stories across desks

Seamless Agent collaboration in a

single pane of glass


Capabilities

Higher ChangeVelocity


MULTI-FACTOR, INTELLIGENT RISK ASSESSMENT FOR HIGHER DEPLOYMENT VELOCITY

Helix ITSMRisk Calculation

CMDB Technology

Service

ITSM ChangeRequest

Dev Team Maturity Calculator

Create Change in MCSM and Map Technology Service and Group

Call Risk Calculation Service to Calculate Risk

1

2

3

Connectors to external risk sources such as SecOps, Automation, Code

Coverage

Technology Service Risk Calculator (Calculated from historic ITSM data)

4

SecOpsAutomation

ResultsCode

Coverage

ITSM Service to update Technology Service CI

with Risk metrics based on historic ITSM data

Integration Hub

Create ITSM Change Request with calculated risk and automate approval based on risk.

Update user story with Approval Info and other data from ITSM system

Helix Multi-Cloud Service Management

Higher ChangeVelocity


Accelerate Rate of Successful Changes

Establish Mature DevOps-aligned

Support Capabilities

Accelerate Delivery of IT Services to DevOps

teams

Provide better insight intoholistic situation around

production service (infrastructure, consumers of service, customer satisfaction, … to enable DevOps teams to

make better decisions).

Establish intelligent controls to ensure that low-risk changes can be deployed automatically.

Introduce mature customer support practices that let

DevOps teams focus on delivering innovation.

BMC HELIX VALUE PROPOSITION FOR DEVOPS/AGILE ORGANIZATIONS

Better collect, organize, search

Provide Valuable Contextual Insight for

DevOps Teams

Reduce friction for DevOps teams in their

consumption of IT services (e.g.

infrastructure on demand) – from request to

provisioning to support

culture value focus

collaboration

measu

rem

entau

tom

atio

n


Cognitive IT Service and Operations Management

OUR BMC VISION

Industry First : End-to-end platform for ITSM and ITOM Powered by

AI/ML

COGNITIVEPLATFORM

About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.

BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.

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