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How to achieve excellence in DevOps and ITSM

W. Eric Ledyard

December 2017

Principal Executive Architect, Inspire

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The line between Dev and Ops is getting blurrier by the minute.

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A Service Delivery Framework Using DevOps

“The term ‘DevOps’ typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability, resilience and security of the production environment.” – Gene Kim

Wall of Confusion

Wanting Change

Development

• Create effective change

• Add/Modify features

Wanting Stability

Operations

• Create stability

• Enhance services

Wall of Confusion

Wanting Flexibility

Line of Business

• Create flexibility

• Improve time to market

Agile DevelopmentFixes this

DevOpsFixes this

Enterprise Service ManagementEnables this

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Work

Incidents

Requests

Cases

Tasks

Departments

IT

HR

Services

Security

Emai l , Spreadsheets , Forms, Messenger, Ca l ls

Most Companies Stuck In An Old Work Model

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A New System Of Action Is Needed

“DevOps practices can be made compatible with ITIL processes. However, to support the shorter lead times and higher deployment frequencies

associated with DevOps, many areas of the ITIL processes become fully automated, solving many problems associated with the configuration

and release management processes. And because DevOps requires fast detection and recovery when service incidents occur, the ITIL disciplines

of service design, incident, and problem management remain as relevant as ever.” ~The DevOps Handbook

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The ServiceNow System Of Action

SingleDatabase

ContextualCollaboration

ServiceCatalog

ServicePortal

Subscription & Notification

KnowledgeBase

OrchestrationDeveloperTools

Reports & Dashboards

Workflow

Intelligent Automation Engine

Supervised Machine Learning

Anomaly Detection

PeerBenchmarks

PerformanceForecasting