[webinar] 3 key ways service desk automation can support devops
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3 Key Ways Service Desk Automation Can Support DevOps
Adam OBrienProduct Marketing Manager, SunView [email protected]
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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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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