agile service management in a nutshell
TRANSCRIPT
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Daniel BrestonBusiness Technology Transition
Agile Service Management in a nutshell
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The IT Challenge Today
Service ManagementIT organisations must adopt a service-oriented approach to
efficiently and effectively meet business needs.
Business/IT Integration
Do More with Less
Increase ITService Quality
Go Faster
Control Costsand Risks
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Technology Outlook
• Mobile technology• Wearable
technology• Cloud services• Virtualization• Social, social, social• Globalization• BYO• What’s next?
While devices and applications are being introduced faster than ever before, it is the service behind the technology that is still most important to the customer.
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Customers Want ServicesA service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.Services will always need to be managed
AXELOS is a registered trade mark of AXELOS Limited.
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ITSM
Agile LeanDevOps
Polygamous Marriage
ITSM = Safer; Agile = Faster; Lean = Better
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A Short History of DevOps
2007
2008
2009 2013
Andrew ShaferAgile Conference, Toronto
Patrick Dubois
Agile System AdministratorGroup
DevOps Days Belgium#devops
John Allspaw &Paul HammondFlickR
‘Gartner ExploresDevOps’Cameron Haight
Mike Gualateri, Forrester– ‘NoOps’
Ronnie Colville of Gartner: ‘ARA is a Key to DevOps’
20142010
2011
2012
2015
2016
DevOps Days Belgium5 Year anniversary Ghent
The Phoenix Project GAME!
DevOps
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DEVOPS AND AGILEWhat is Agile?
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IT must learn to be more agile
Rapidly changing service requirements require rapidly
changing IT capabilities.
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The Agile Manifesto
While there is value in the items on the right, we value the items on the left more.
The underlying concepts of agile software development were first laid out in the Agile Manifesto.
WE VALUE
Individualsand interactions
Workingsoftware
Customer collaboration
Respondingto change
OVER
Processesand tools
Comprehensive documentation
Contract negotiations
Following a plan
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Agile Frameworks and Methods
• Scrum• Kanban• ITSM• Lean• DevOps• Continuous
Integration• Continuous Delivery
The Agile Manifesto is brought to life through related frameworks and methods.
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Collaboration
DevOps
Continual service improvement/Lean IT
Development Testing Staging Production
Continuous Integration
Continuous Monitoring
Continuous testing
Continuous Delivery
Agile Service Management
ITIL/ITSM
Service Design
Service Transition
Service Operation
Service Transition
Map the Value Stream Flow
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DEVOPS AND AGILE
What is Agile Service Management?
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Agile Service Management (Agile SM)
Agile Service Management encourages a learning environmentthrough smaller, faster implementations.
Agile Service Management (Agile SM) ensures that ITSM processes reflect Agile values and are designed with “just enough” control and structure in order to effectively and efficiently deliver services that facilitate customer outcomes when and how they are
needed.
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“It’s not iteration if you only do it once.“
Jeff Patton
Agile Service Design:
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Complex Change
Management Process Flow
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Agile Service DesignRequest and Record Change
Assess and Approve a Change
Implement Change
Review and Close the Change
Release?
Release?
Release?
Release?
Release?
Sprint
Sprint
Sprint
Sprint
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User Stories
PotentiallyReleasable
Product Increment
24 hours
2 - 4 weeks
SPRINT
No changes allowed!
Burndown Chart
Product Backlog
Sprint Backlog
Value Stream Mapping
Training: DFC, CASM, CI, CD
Automate step of Change ApprovalCoaching: Agile,
DevopsUpdate role of Test
mgrTest automation
Team
VSM: for a processTraining: DFC, CASM, CI, CDEnvironments Consolidation
Test automation
Learn and Keep Going
Agile Process owner
Product owner
Sprint Review / Retrospective
Scrum Master
AgileService Mgr
Agile SM + Scrum
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Start Simple, Stay Simple
• Pick one process as a learning experience• Identify a Process Owner, Agile Service Manager
and stakeholders• Join a team or build a new one• Provide appropriate levels of Agile SM
(DevOps)training• Try something!• Don’t rush – give practitioners time to understand
and adapt to new behaviours
BRAG: Tell people the results! Now go help somone else!!!
Agility does not happen overnight.Agile Service Management takes practice, patience and perseverance.
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Agile Service Management Training
DevOps Foundation Certified Agile Service Manager
Set the basics Agile & ITSM basics3 Ways Agile blended with ITSMCLAMS Agile Service Manager (ASM)
Automation Artefacts & AutomationAgile + Lean + ITSM ASM, Product Owner, Scrum
masterCertified Agile Process Owner
Agile: Scrum & Kanban Agile Process Owner (APO)Process basics APO, Scrum Master, Product
OwnerAgile blended with Process Skills
Metrics Artefacts & Automation
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Our Thanks to the DOI
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The DevOps Institute is the global learning community for emerging DevOps practices. DOI’s enterprise grade DevOps education, training and certification is delivered worldwide through our Registered Education Partners in partnership with PEOPLECERT, a recognized global leader in IT examination and certification.
NEW COURSES Q1 2017
- Continuous Delivery Architect (CDA)℠- DevOps Test Engineer (DTE)℠- DevSecOps Engineer (DSOE)℠- DevOps Leader℠- DevOps Professional (DO PRO)℠
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Ideation
Integration
ValidationOperation
Realisation
DevO
ps
The DevOps Loop ©Ranger4
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Additional Resources• Agile Manifesto
www.agilemanifesto.org• DevOps Institute
www.devopsinstitute.com• DevOps.com
www.devops.com• Agile Alliance
www.agilealliance.org• Scrum Alliance
www.scrumalliance.org• Scrum.org
www.scrum.org• Agile Dictionary
www.agiledictionary.com
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Remember the Goal
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BeDevOpstastic