Experiences joining Agile and ITIL for DevOps

Experiences joining Agile and ITIL® for DevOps

Unicom DevOps Summit, 26 th March 2015, London

#unicomdevops

Rob Thatcher, Skelton Thatcher Consulting

Agile (Scrum), ITIL®, DevOpsAligning Scrum and ITIL®

Focus on feedback

Why?

• Building service management from scratch in Agile organisation

• Digital transformation : software moving from on-premise to Saas, building service management and Operations approach

• Software delivery and operations strategy, Agile with Service management and DevOps initiative

Terminology

Agile

Agile

Iterative, early deliveryCollaboration with stakeholders

Respond to changes“Working software”

Agile

Commercial cannot specify all detailsWe do not know how users will react

Hypothesis-driven feature development

Agile

Allows us to explore a problem domainReduced need for analysisMakes space for learning

Acknowledges that needs evolve

Gaps in Agile (?)

Operational featuresSoftware as ‘service’ vs ‘product’

Secondary users

(as practised by many organisations)

IT Service Management

ITSM

Effective management of IT servicesServices, not products

Ongoing lifetime

ITIL® is a Registered Trade Mark of AXELOS Limited

ITIL(?)

“service desk”“enterprise”

“cumbersome”“anti-agile”

ITIL®

A library of good practices for ITSMNot a prescriptive framework!

Continual improvementOngoing services, not finished s/w

ITIL® is a Registered Trade Mark of AXELOS Limited

Agile, ITIL®

A shared focus on working softwareIterative improvement

Collaboration

Observations

Anti-ITIL sentiment seems widespread

Perception of Bureaucracy

‘Belief’ that Agile will fix all..

ITSM Purpose Misunderstood

ALL or nothing ITIL approach

*Missing ‘Continual Service Improvement

Aligning Agile and ITIL®

Feedback in Agile (Scrum)

Feedback in ITIL®

Feedback in ITIL®

Focus on feedback

FeedbackImprove output quality

Plan – Do – Check – Act

Agile and ITIL®

Mapping Agile & ITIL® to PDCA

DevOps feedback

Gene Kim, http://itrevolution.com/the-three-ways-principles-underpinning-devops/

DevOps feedback

Gene Kim, http://itrevolution.com/the-three-ways-principles-underpinning-devops/

DevOps feedback

Gene Kim, http://itrevolution.com/the-three-ways-principles-underpinning-devops/

Feedback

“A culture of continual experimentation and learning”

– Gene Kim

Focus on feedback

Feedback is essential for effective softwareAgile: feedback during dev

ITIL®: feedback during operationDevOps: feedback during dev and operation

Recapitulation

Agile, ITIL®

Complementary, not conflictingIterative improvement

Focus on working software

Agile, ITIL®

Focus on feedback loopsShorten the feedback cycles

Encourage collaboration

Further readingAgile and ITIL: and how they integrate[BCS]

http://bit.ly/BCSAgileITIL

Best practice in the cloud [Axelos]

http://bit.ly/CloudITIL

Thank you!

http://skeltonthatcher.com/

enquiries@skeltonthatcher.com

@SkeltonThatcher

+44 (0)20 8242 4103

Slides © Skelton Thatcher Consulting Ltd. All rights reserved.