SFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
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SFHDI February 2017 meeting slides
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SFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
- 1. WELCOME San Francisco Bay Area Local Chapter Meeting February 16, 2017
- 2. Today’s Meeting Agenda 11:30 – 12:00 • Registration/Networking/Lunch • Introductions 12:00 – 1:30 • Announcements • Keynote - How DevOps Thinking Can Improve Service and Support Informal Discussion Raffle Drawing Thank you to LinkedIn and Ellie Mae for hosting our meeting location today Please complete our survey https://goo.gl/iClK4u Today’s Speaker Roy Atkinson HDI Senior Writer/Analyst
- 3. Introductions • Connect with 2 or 3 people who are “new to you” – Find out their answers to the following questions: • 1 – Their name • 2 – Company • 3 – Functional Title (what they do) • 4 – Number of years they have worked in IT • 5 – Find three things you have in common - For instance you all like the beach • Connect with another group and share the things you have in common
- 4. • Each year, HDI works jointly with the local chapters to identify and award the highest honors in the technical service and support profession. • Nominations open in August • The SFHDI chapter winners compete with their peers regionally to represent at the HDI Annual Conference & Expo • An exclusive membership benefit – Analyst of the Year – Desktop Support Technician of the Year Let’s Celebrate our Award Winners! http://ThinkHDI.com/IndustryAwards
- 5. 2016 SFHDI Award Winners Analyst of the Year Paul Mak LinkedIn Desktop Support Technician of the Year Luis Torres Synopsys
- 6. San Francisco Bay Area HDI Board of Directors VP Communications Cathy Miller (LinkedIn) VP Programs Rob Matheson (CompuCom) VP Vendor Sponsorships Josh Furr (LinkedIn) Co-VP Finance Nenita Rozzi Bren Hanson (Exchange Bank) Past President/Chapter Advisor Larry Motsenbocker (Fujitsu) President Terri Oropeza (Synopsys) Members at Large - Leadership Council Dawn Dunn (Wilson Sonsini Goodrich & Rosati Hillary Hernandez (Robert Half Technology) Karen Whitcomb (Ellie Mae) James Hagan (LinkedIn) Grow your career, build your network, and utilize industry resources Join Us! Help us grow the SF Bay Area Chapter
- 7. ThinkHDI.com/Membership Support@ThinkHDI.com 800-248-5667 “I have become part of something that is closer than a community, I have become part of a family.” — Dewayne Dillard, Sr. Help Desk Technician, Wexner Medical Center at The Ohio State University Hot content. Cutting edge research. Event and training discounts. The Most Passionate Community in Tech Support “HDI cares about and celebrates the success of every member of our community. Together we are stronger.” —Yvonne Harrison, Director Consulting Services, CGI
- 8. HDI Members: Now More Connected Than Ever Connect and collaborate with professionals who share your goals and challenges Only at HDIConnect! Connect.ThinkHDI.com Gain exclusive access to the best industry resources—hand-picked by experts and practitioners
- 9. • HDI Training Experience | March 20-24, 2017 | Phoenix, AZ. – A tech support training experience unlike any other, with savings of up to $700! Learn more at ThinkHDI.com/HDITrainingExperience. • HDI members automatically save $100. • Save $200 when you register during early bird pricing. • Bundle and save $200 when you combine courses • Save $200/person if you send 3+ people from your organization. • Every registrant who uses your Local Chapter code, gets $50! • Local Chapter Code is TBSF • The 2016 Technical Support Practices & Salary Report is Here! – Gain insights on metrics, ticket management, operations, technology use, and support salaries from 2016. – Be sure to get your copy of this free, members-only report • http://connect.thinkhdi.com/viewdocument/2016-technical-support-practices What’s Hot at HDI
- 11. OUR LOCAL CHAPTER DISCOUNT **Additional $200 Off** HDI17SF USE PROMO CODE at HDIConference.com
- 12. Upcoming Meetings and Events • Webinar – Feb 16, 2017 – 10 am – The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health • March 17 – The Future of AI in IT – Mountain View @ Synopsys - Multicast in SF and East Bay • Webinar - Mar 30, 2017 – 10 am – The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal • April 6 – Sacramento HDI Big Event One Day Conference • April 28 – Authentic Leadership with Julie Mohr – East Bay location. Multicast in SF and South Bay • May 9-12, 2017 HDI Annual Conference – Connecting the World of Technical Support • Gaylord National | Washington, D.C. • The most comprehensive four-day event covering all aspects of the technical support industry • June 7 - TBD Local Chapter Meeting • Summer 2017 – SFHDI Tech Taps – Locations in SF, South Bay and East Bay To Be Announced
- 13. Get Social Us With Mention us today: #SFHDI Join us on LinkedIn: www.linkedin.com/groups/123224 Like Us: fb.com/BayAreaHDI Follow us: Twitter @sfhdi
- 14. Thanks to our Sponsors
- 15. A word from our sponsor
- 16. How DevOps Thinking Can Improve Service and Support California Chapters • February 2017 Roy Atkinson Senior Writer/Analyst, HDI
- 17. About • 15 years experience as a practitioner • White papers, SupportWorld articles, research reports • HDI and FUSION Conference Faculty • Co-host: DevOps FUSION 2015 • DevOps / Agile Track Chair FUSION 2016, 2017 • Chapter Advisor - HDI Northern New England • Advanced Management Strategy Tulane University Freeman Graduate School of Business Twitter: @HDI_Analyst | @RoyAtkinson
- 18. Agenda • A brief history of DevOps • Myths about DevOps – Why DevOps isn’t just about automation – Why DevOps doesn’t mean ITIL® is dead • The Three Ways of DevOps • How support can learn and benefit from DevOps ITIL is a registered trademark of AXELOS, Ltd.
- 19. But first, our theme song… Ooooooooooooohhh… San Diego, San Francisco, LA, Sacramento Probably I won’t remember where I even went-oh We will talk about the DevOps to a great extent-oh San Diego, San Francisco, LA, Sacramento!
- 20. Here is a framed picture of the magic bullet that cures all IT problems: Before we start
- 21. In the Beginning… #DevOpsDays Patrick Debois John Allspaw and Paul Hammond
- 22. What is DevOps, Anyway? DevOps is “the set of cultural norms and technical practices that enable organizations to have a fast flow of work from Development through Test and deployment, while preserving world-class reliability, availability, and security.” – Gene Kim
- 23. DevOps
- 24. October 2016
- 25. DevOps: The Myths DevOps: 1. is only for startups 2. replaces Agile 3. is incompatible with ITIL® 4. means eliminating IT Operations 5. is just “Infrastructure as Code” or Automation 6. is only for open-source software 7. is incompatible with information security and compliance DevOps Handbook, xiv-xvi
- 26. 1. DevOps is only for startups DevOps: The Myths
- 27. 2. DevOps replaces Agile • DevOps and Agile are compatible • Agile is an enabler of DevOps DevOps: The Myths
- 28. 2. DevOps replaces Agile DevOps: The Myths
- 29. 3. DevOps is incompatible with ITIL® DevOps: The Myths A well-tended service management road… Can DevOps and ITIL co-exist? A story of two IT service philosophies – ZDNet
- 30. But Don’t Take My Word for It
- 31. 4. DevOps means eliminating IT operations DevOps: The Myths “No Ops”
- 32. 5. DevOps is just “Infrastructure as Code” or Automation DevOps: The Myths Source: DevOps.com
- 33. 6. DevOps is only for open-source software DevOps: The Myths Achieving DevOps outcomes is independent of the technology being used. - The DevOps Handbook
- 34. 7. DevOps is incompatible with information security and compliance. DevOps: The Myths Instead of a final check at the end of the assembly line, controls are integrated into every stage of daily work.
- 35. The Three Ways
- 36. The Three Ways
- 37. The Three Ways Does this remind you of anything?
- 38. KCS
- 39. Where Are We Now HDI Research Brief, February 2016
- 40. Where Are We Now
- 41. Where Are We Now
- 42. The First Way Systems Thinking: Start looking at the complete value chain through to the customer. Dev Ops - Support Marketing Sales Customer Service Customer
- 43. The Second Way Feedback loops Dev Ops - Support Marketing Sales Customer Service Customer
- 44. The Third Way Experimentation and learning Dev ps - Sup por tMarketing Sales Customer Service Cus tom er Dev Ops - Support Marketing Sales Customer Service Customer
- 45. In Other Words Barclay Rae: ITSM Goodness
- 46. How Support Can Learn from DevOps Silos are for corn, not companies.
- 47. Conclusions • No framework or methodology will, by itself, cure all your problems • Don’t believe the hype • Don’t believe the myths • Have your ITSM house in order • Learn from and work with DevOps initiatives in your organization • Get involved early and often • End the blame game • Collaborate
- 48. Contact me: roy.atkinson@ubm.com @RoyAtkinson | @HDI_Analyst This Friday, February 17: How are you handling knowledge management?
- 49. Please complete our survey https://goo.gl/iClK4u
- 50. And the winner is… • Random drawing from all three sites for today’s lucky winners – Plantronics Voyager 5200 UC • Donated by – Amazon Gift Card Provided by SFHDI – Predator FPV Drone • Donated by CDW
Editor's Notes
- David
- David
- David
- Penny
- “We bought ITIL and it didn’t work.” - Kirsty Magowan client.
- AGILE 2008 Conference, Toronto: Andrew Clay Shafer’s “birds of a feather” ad hoc session called Agile Infrastructure. The only person who showed up was Patrick Debois. Shafer and Debois started a Google group called “Agile System Administration” June 2009: Presentation at Velocity of 10+ Deploys per Day: Dev and Ops Cooperation at Flickr by John Allspaw and Paul Hammond – Debois watched by streaming video, tweeted October 2009, DevOpsDays: Organized through Twitter. Conversation continued on Twitter and the #DevOps hashtag was born, dropping “Days” for brevity. 2010: First US DevOpsDays March 2011: Gartner’s first notes about DevOps
- Alternate definition: DevOps is “the philosophy of unifying Development and Operations at the culture, practice, and tool levels, to achieve accelerated and more frequent deployment of changes to Production.” – Rob England
- At certain points, these companies risked going out of business because of “dangerous code releases that were prone to catastrophic failure.”
- “A well-tended service management road, leveled by responsive change management practices, can help to expedite the goals of Agile methods.” – RA By Craig Barbakow, Kepner-Tregoe Probably not! With the emergence of Agile and DevOps, some people are saying that ITIL is dead! Is this true? The short answer is ‘NO!’ However we need to understand the rationale for the claim of ITIL irrelevance and IT Service Management (ITSM) obsolescence. It’s certainly true that many organizations that have “implemented ITIL” or are “ITIL-compliant” or “ITIL-aligned” currently face many challenges. These issues include unnecessary bureaucracy, inflexible and complex processes, outdated tools and technology, siloed and adversarial IT departments, as well as other significant issues and dysfunctions. It’s common for people to view ITIL and IT Service Management (ITSM) as being dogmatic and fixated on rigid processes. Another popular perception is that ITIL has a strong bias for operations over software development and thus isn’t relevant for the “app guys”.
- Also check out a paper by Gene on HDI’s archive – from November 2012.
- Why NoOps is a DevOps disaster waiting to happen - Peter Waterhouse Firstly, however operationally awesome developers think they are, building resilience, maintainability and supportability is not always top-of-mind. Worse still, these elements might be neglected if management is fixated on rewarding developers according to ‘speeds and feeds’. Secondly, even if these elements are addressed, they’re often conducted at the end of development cycles or bolted on after problems are discovered – that’s like baking a cake, forgetting the sugar, and then trying to compensate with a sickly sweet chocolate sauce. In reality, great operations engineers are best equipped to help incorporate operational excellence into all practices. After all they have years of experience supporting every new wave of technology – from Mainframes to Microservices. What must change, however, is how their expertise is developed and shared.
- “The important thing to remember is that automation is simply a tool or method for achieving the goal. It, like any other facet of DevOps, has to be part of a broader cultural shift and mindset.”
- Toyota assembly line process Andon cord. Any worker could stop the line. “…preserving world-class reliability, availability, and security.” – Gene Kim
- The First Way emphasizes the performance of the entire system, as opposed to the performance of a specific silo of work or department — this as can be as large a division (e.g., Development or IT Operations) or as small as an individual contributor (e.g., a developer, system administrator). Think about the position of the support center: How does it work as part of the entire value stream? The outcomes of putting the First Way into practice include never passing a known defect to downstream work centers, never allowing local optimization to create global degradation, always seeking to increase flow, and always seeking to achieve profound understanding of the system (as per Deming).
- The goal of almost any process improvement initiative is to shorten and amplify feedback loops so necessary corrections can be continually made. The outcomes of the Second Way include understanding and responding to all customers, internal and external, shortening and amplifying all feedback loops, and embedding knowledge where we need it.
- The Third Way is about creating a culture that fosters two things: continual experimentation, taking risks and learning from failure; and understanding that repetition and practice is the prerequisite to mastery. Does this remind anyone of something else? Related to knowledge management, perhaps? KCS, maybe? Could you not say Use It, Flag It, Fix It, Add It about the rapid development of software? What if there were rapid feedback loops to the other groups that produced almost immediate remediation and improvement?
- What is the customer experience like if you have a fabulous service desk and crummy products? Have you ever bought something that was really substandard and gotten good service when you returned it?
- Consider the Voice of the Customer. When you solicit feedback, listen to it, decide what to do about it, and then do that. Gathering information or data about how well you are doing is meaningless unless what you learn is being put into practice.
- The culture of blame is prevalent in the world of service and support. Frank Zappa said, “Without deviation from the norm, progress is not possible.” I worked at a genetics laboratory for 10 years. I can tell you that without deviation from the norm, progress is not possible. So when someone goes off-script, makes a mistake, suggests something that doesn’t work out – you need to analyze what worked, what didn’t, and how to do it better next time, not say, it’s Bob’s fault, or chime in with Bart Simpson and say “I didn’t do it”.
- It’s simple, but certainly not easy. It requires a large cultural shift—exactly the type of cultural shift DevOps is intended to accomplish.
- Any framework or methodology is largely what you make of it, and none is going to solve every problem.