Dell EMC Word 2017 - DevOps & ITIL
- 2. Matt Schneider Enterprise Advisory Engineer @md_schneider http://blog.mdschneider.me Brian Verkley Cloud Native Specialist @bverkley
- 3. © Copyright 2017 Dell Inc.3
- 4. © Copyright 2017 Dell Inc.4 This is Ops
- 5. © Copyright 2017 Dell Inc.5 Ops, management here, we need a new release.
- 6. © Copyright 2017 Dell Inc.6 Maybe in a few weeks, fill out an RFC.
- 7. © Copyright 2017 Dell Inc.7 We have to fill out what?!? Developers
- 8. © Copyright 2017 Dell Inc.8 Change Advisory Board
- 9. © Copyright 2017 Dell Inc.9 I have no clue how to code, but I approve this release.
- 10. © Copyright 2017 Dell Inc.10 Have you tested this?
- 11. © Copyright 2017 Dell Inc.11 We’re calling executives.
- 12. © Copyright 2017 Dell Inc.12 Fine, let me check the schedule. Maybe in a month?
- 13. © Copyright 2017 Dell Inc.13 I made some changes since it took a month.
- 14. © Copyright 2017 Dell Inc.14 Release Rollback So is the rollback plan. The release is packaged.
- 15. © Copyright 2017 Dell Inc.15 I’ll deploy it myself, this code is very complicated.
- 16. © Copyright 2017 Dell Inc.16
- 17. © Copyright 2017 Dell Inc.17 War Room
- 18. © Copyright 2017 Dell Inc.18 Post Mortem
- 19. © Copyright 2017 Dell Inc.19 IT Process Consultant
- 20. © Copyright 2017 Dell Inc.20
- 21. © Copyright 2017 Dell Inc.21
- 22. © Copyright 2017 Dell Inc.22 Skeptic Teacher
- 23. © Copyright 2017 Dell Inc.23 Swayed Prepared
- 24. © Copyright 2017 Dell Inc.24 If I have seen further than others, it is by standing upon the shoulders of giants. -Isaac Newton
- 25. © Copyright 2017 Dell Inc.25 DevOps
- 26. © Copyright 2017 Dell Inc.26 DevOps is a term used to refer to a set of practices that emphasize the collaboration and communication of both software developers and information technology (IT) professionals while automating the process of software delivery and infrastructure changes. It aims at establishing a culture and environment where building, testing, and releasing software can happen rapidly, frequently, and more reliably.
- 27. © Copyright 2017 Dell Inc.27 DevOps represents a change in IT culture, focusing on rapid IT service delivery through the adoption of agile, lean practices in the context of a system- oriented approach. DevOps emphasizes people (and culture), and seeks to improve collaboration between operations and development teams. DevOps implementations utilize technology — especially automation tools that can leverage an increasingly programmable and dynamic infrastructure from a life cycle perspective.
- 28. © Copyright 2017 Dell Inc.28 Agile software development describes a set of principles for software development under which requirements and solutions evolve through the collaborative effort of self-organizing cross-functional teams. Based off Agile Architecture, it advocates adaptive planning, evolutionary development, early delivery, and continuous improvement, and it encourages rapid and flexible response to change.
- 29. © Copyright 2017 Dell Inc.29 Manifesto for Agile Software Development We are uncovering better ways of developing software by doing it and helping others do it. Through this work we have come to value: That is, while there is value in the items on the right, we value the items on the left more. Individuals and Interactions processes and toolsover Working Software over comprehensive documentation Customer Collaboration over contract negotiation Responding to Change over following a plan
- 30. © Copyright 2017 Dell Inc.30 Individuals and Interactions processes and tools Working Software comprehensive documentation Customer Collaboration contract negotiation Responding to Change following a plan Principles That is, while there is value in the items on the right, Practices we value the items on the left more. Manifesto for Agile Software Development
- 31. © Copyright 2017 Dell Inc.31 Individuals and Interactions processes and tools Working Software comprehensive documentation Customer Collaboration contract negotiation Responding to Change following a plan That is, while there is value in the items on the right, we value the items on the left more. Manifesto for Agile Software Development Agile SCRUM MSF KANBAN Principles Practices
- 32. © Copyright 2017 Dell Inc.32 Principles That is, while there is value in the items on the right, Practice we value the items on the left more. Manifesto for Agile Software Development DevOps ITIL
- 33. © Copyright 2017 Dell Inc.33 Principles That is, while there is value in the items on the right, Practice we value the items on the left more. Manifesto for Agile Software Development DevOps ITIL Purpose
- 34. © Copyright 2017 Dell Inc.34 Principles That is, while there is value in the items on the right, Practices we value the items on the left more. DevOps ITIL Culture Automation Lean Measurement Sharing organizational structure process and procedures policies and approvals SLAs and SLOs detailed documentation
- 35. © Copyright 2017 Dell Inc.35 Culture Automation Lean Measurement Sharing
- 36. © Copyright 2017 Dell Inc.36 Culture
- 37. © Copyright 2017 Dell Inc.37 Pathological Power-oriented Responsibility Shirked Messengers Shot Low Cooperation Bridging Discouraged Failure Leads to Scapegoating Novelty Crushed Bureaucratic Rule-oriented Narrow Responsibilities Messengers Neglected Modest Cooperation Bridging Tolerated Failure Leads to Justice Novelty Leads to Problems Generative Performance-Oriented Risks are Shared Messengers Trained High Cooperation Bridging Encouraged Failure Leads to Inquiry Novelty Implemented Typology of Organizational Culture – Ron Westrum, 1994 • https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1765804/pdf/v013p0ii22.pdf
- 38. © Copyright 2017 Dell Inc.38 Strategy Design Transition Operation Continual Improvement Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem Identify Define Gather Process Analyze Present Implement ITIL Management Practices
- 39. © Copyright 2017 Dell Inc.39 Strategy Design Transition Operation Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem
- 40. © Copyright 2017 Dell Inc.40 Strategy Design Transition Operation Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem MELVYN CONWAY 1967 Any organization that designs a system will produce a design whose structure is a copy of the organization's communication structure
- 41. © Copyright 2017 Dell Inc.41 Strategy Design Transition Operation Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem
- 42. © Copyright 2017 Dell Inc.42 Strategy Design Transition Operation Continual Improvement Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem Identify Define Gather Process Analyze Present Implement
- 43. © Copyright 2017 Dell Inc.43 Skills on the Product Lifecycle Strategy Design Transition Operation DepthofKnowledge
- 44. © Copyright 2017 Dell Inc.44 Skills on the Product Lifecycle Strategy Design Transition Operation DepthofKnowledge
- 45. © Copyright 2017 Dell Inc.45 Skills on the Product Lifecycle Strategy Design Transition Operation DepthofKnowledge Project Team Product Team Delivery Team
- 46. © Copyright 2017 Dell Inc.46 Skills on the Product Lifecycle DepthofKnowledge Strategy Design Transition Operation
- 47. © Copyright 2017 Dell Inc.47 Skills on the Product Lifecycle DepthofKnowledge Strategy Design Transition Operation
- 48. © Copyright 2017 Dell Inc.48 Skills on the Product Lifecycle DepthofKnowledge Strategy Design Transition Operation
- 49. © Copyright 2017 Dell Inc.49 Skills on the Product Lifecycle DepthofKnowledge Strategy Design Transition Operation Abstracted Simplicity
- 50. © Copyright 2017 Dell Inc.50 CultureA generative culture can exist with ITIL, the framework doesn’t say to be bureaucratic. Identify where process pain-point are due to culture and aren’t truly ITIL driven. Use the Principles of Agile and DevOps to guide how you implement Practices. Speak openly about where you and your team can improve the culture. Learn your surrounding skill sets and reach out to those who practice them. Read: Start a book club?
- 51. © Copyright 2017 Dell Inc.51 Automation Automate all the things.
- 52. © Copyright 2017 Dell Inc.52 Automation By Kharnagy - Own work, CC BY-SA 4.0, https://commons.wikimedia.org/w/index.php?curid=51215412 DevOps Tool Chain
- 53. © Copyright 2017 Dell Inc.53 Automation Automate deployment to production
- 54. © Copyright 2017 Dell Inc.54
- 55. © Copyright 2017 Dell Inc.55 The goal of the change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change- related incidents upon service quality, and consequently improve the day-to-day operations of the organization. Wikipedia – Change Management (ITSM) • https://en.wikipedia.org/wiki/Change_management_(ITSM)
- 56. © Copyright 2017 Dell Inc.56 The goal of the change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change- related incidents upon service quality, and consequently improve the day-to-day operations of the organization. Wikipedia – Change Management (ITSM) • https://en.wikipedia.org/wiki/Change_management_(ITSM)
- 57. © Copyright 2017 Dell Inc.57 The goal of the change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change- related incidents upon service quality, and consequently improve the day-to-day operations of the organization. Wikipedia – Change Management (ITSM) • https://en.wikipedia.org/wiki/Change_management_(ITSM)
- 58. © Copyright 2017 Dell Inc.58
- 59. © Copyright 2017 Dell Inc.59 Normal Standard Emergency Types of Changes Best Practices Insights - Focus On: ITIL Service Transition Published January 2016 by – https://www.bmc.com
- 60. © Copyright 2017 Dell Inc.60 changes should follow the change management process from the beginning of the process and include all activities. You should assume that the impact of these changes to the business is significant until you determine that they are low impact. If the changes are low impact or insignificant, you can follow the standard change procedures. Then prioritize, authorize, and schedule the changes. Change management coordinates the change implementation, while release and deployment execute the change. Normal Standard EmergencyBest Practices Insights - Focus On: ITIL Service Transition Published January 2016 by – https://www.bmc.com
- 61. © Copyright 2017 Dell Inc.61 changes are often preauthorized. They represent low- risk, common activities with a known outcome. For example, these can be services entered into the service catalog. The user community can select from the request fulfillment service to order cloud services, new users, modifications to applications, and access rights, for example. Standard changes can also be routine, low-impact IT changes. Normal Standard Emergency Best Practices Insights - Focus On: ITIL Service Transition Published January 2016 by – https://www.bmc.com
- 62. © Copyright 2017 Dell Inc.62
- 63. © Copyright 2017 Dell Inc.63 Automation Automate deployment to production
- 64. © Copyright 2017 Dell Inc.64 Automation Automate code coverage & security at check-in Automate the build including build failure alerts Automate linking code to user stories (traceability)
- 65. © Copyright 2017 Dell Inc.65 Automation Automate code coverage & security at check-in Automate deploying to production-like test beds Automate testing (acceptance, regression, performance, etc) Automate the build including build failure alerts Automate linking code to user stories (traceability)
- 66. © Copyright 2017 Dell Inc.66 Automation Automate populating request for change (normal) Automate code coverage & security at check-in Automate deploying to production-like test beds Automate testing (acceptance, regression, performance, etc) Automate the build including build failure alerts Automate linking code to user stories (traceability) Automate staging for deployment & rollback
- 67. © Copyright 2017 Dell Inc.67 Automation Automate populating request for change (normal) Automate code coverage & security at check-in Automate deploying to production-like test beds Automate testing (acceptance, regression, performance, etc) Automate the build including build failure alerts Automate linking code to user stories (traceability) Automate logging change record Automate staging for deployment & rollback Automate deployment (after approval)
- 68. © Copyright 2017 Dell Inc.68 Automation Automate populating request for change (normal) Automate code coverage & security at check-in Automate deploying to production-like test beds Automate testing (acceptance, regression, performance, etc) Automate the build including build failure alerts Automate linking code to user stories (traceability) Automate logging change record Automate staging for deployment & rollback Automate deployment (after approval) Automate updating CMDB Automate desired/future state of environment
- 69. © Copyright 2017 Dell Inc.69 Automation Automate populating request for change (normal) Automate code coverage & security at check-in Automate deploying to production-like test beds Automate testing (acceptance, regression, performance, etc) Automate the build including build failure alerts Automate linking code to user stories (traceability) Automate logging change record Automate staging for deployment & rollback Automate deployment (after approval) Automate updating CMDB Automate desired/future state of environment Automate application monitoring & logging Automate linkage of Incident/Problem to User Stories
- 70. © Copyright 2017 Dell Inc.70 Automation By Kharnagy - Own work, CC BY-SA 4.0, https://commons.wikimedia.org/w/index.php?curid=51215412 Implement standard changes Automate the Lifecycle Everyone Automates Everyone Benefits
- 71. © Copyright 2017 Dell Inc.71 It is easier to automate a defined process – ITIL helps with that definition. Leverage the Standard Change as encouragement to automate. Automation belongs in all the practices, not just transition: Service Catalog – Automated Provisioning Self Service Incident Resolution Configuration Management Tracking Access Management Request Approval Read: Automation
- 72. © Copyright 2017 Dell Inc.72 Lean
- 73. © Copyright 2017 Dell Inc.73 Lean Lean software development (LSD) is a translation of lean manufacturing and lean IT principles and practices to the software development domain. Adapted from the Toyota Production System, a pro-lean subculture is emerging from within the Agile community. -Wikipedia
- 74. © Copyright 2017 Dell Inc.74 Strategy Design Transition Operation Continual Improvement Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem Identify Define Gather Process Analyze Present Implement
- 75. © Copyright 2017 Dell Inc.75 Strategy Design Transition Operation Continual Improvement Demand Financial Service Portfolio Business Relationship Service Catalog Service Level Capacity Service Continuity Security Supplier Change Asset Configuration Release Knowledge Event Request Access Incident Problem Identify Define Gather Process Analyze Present Implement Process Management
- 76. © Copyright 2017 Dell Inc.76 LeanITIL v3 incorporates continual improvement, which is the goal of lean. ITIL functions should be under continual improvement. If there is unnecessary waste in your ITIL processes, seek to remove it.
- 77. © Copyright 2017 Dell Inc.77 Measurement Capacity Management Incident Management Problem Management Asset Management Service Continuity Management Configuration Management Demand Management
- 78. © Copyright 2017 Dell Inc.78 Analytics • https://www.servicenow.com/products/performance-analytics.html
- 79. © Copyright 2017 Dell Inc.79 Deployment Frequency Lead time for changes Mean time to recover (MTTR) Change failure rate How often does your organization deploy code? What is your lead time for changes? (code commit to production deploy) How long does it generally take to restore service when an unplanned service incident occurs? What percentage of the changes either result in degraded service or subsequently require remediation. Measuring DevOps - Automation Puppet State of the DevOps • https://puppet.com/resources/whitepaper/2016-state-of-devops-report
- 80. © Copyright 2017 Dell Inc.80 Less than one hour Less than one hour On Demand (multiple deploys per day) 0-15% High Performers Deployment Frequency Lead time for changes Mean time to recover (MTTR) Change failure rate Less than one day Between one week and one month 1 Week – 1 Month 31-45% Less than one day 1 Week – 6 Months 1 Week – 6 Months 16-30% Medium Performers Low Performers Puppet State of the DevOps • https://puppet.com/resources/whitepaper/2016-state-of-devops-report
- 81. © Copyright 2017 Dell Inc.81 High Performers 2.2x more likely to recommend organization 1.8x more likely to recommend team eNPS Measuring DevOps - Culture Puppet State of the DevOps • https://puppet.com/resources/whitepaper/2016-state-of-devops-report
- 82. © Copyright 2017 Dell Inc.82 eNPS Measuring DevOps - Culture The chemistry of enthusiasm • http://www.bain.com/publications/articles/the-chemistry-of-enthusiasm.aspx 2.5x revenue growth – high engagement over low engagement 3x stock performance of high trust environments over market index – measured 1997-2011
- 83. © Copyright 2017 Dell Inc.83 89% -54% 50% x4.5 HayGroup – Giving everyone the chance to shine • http://www.haygroup.com/downloads/uae/giving_everyone_the_chance_to_shine_whitepaper_low_res_singles.pdf Highly Engaged & Enabled Employees Employee Performance Increase in employees above performance expectations. Employee Retention Customer Satisfaction Financial Success Reduction in employee turnover rates. Increase in customer satisfaction rates. Increase in revenue growth.
- 84. © Copyright 2017 Dell Inc.84 Measurement“You get what you measure”. Both DevOps and ITIL have a strong measurement base. Remember to embody a generative culture when interpreting measurements. Ensure you can measure your Purpose, Principles and Practices. Merge your business, development and ITIL measurements into one view. Find correlations between the measurements to understand team interaction. Read:
- 85. © Copyright 2017 Dell Inc.85 Sharing ITIL Knowledge Management “The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The knowledge management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.” -Source: ITIL 2011 Glossary of Terms
- 86. © Copyright 2017 Dell Inc.86 Culture Automation Lean Measurement Sharing
- 87. © Copyright 2017 Dell Inc.87 C A L M S
- 88. © Copyright 2017 Dell Inc.88 CALMS DevOps ITIL
- 89. © Copyright 2017 Dell Inc.89 “It is my firm belief that ITSM and the DevOps movement are not at odds. Quite to the contrary, they’re a perfect cultural match. As DevOps gains momentum I’m excited by what we can achieve using a winning combination of the two.” -Gene Kim From the article: Trust me: The DevOps Movement fits perfectly with ITSM http://www.theitsmreview.com/2014/03/trust-devops-movement-fits-perfectly-itsm/
- 90. Matt Schneider Enterprise Advisory Engineer @md_schneider http://blog.mdschneider.me Brian Verkley Cloud Native Specialist @bverkley
- 91. DevOps & ITIL