ITSM Solutions and DevOps Alignment
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This document discusses the need for alignment between IT service management (ITSM) and DevOps practices. It notes that while tools are important, tools alone cannot solve the misalignment between the stability-focused ITSM model and the agility-focused DevOps model. True alignment requires changes to people, processes, and tools. The document proposes that PagerDuty can help achieve this alignment by providing a platform that brings teams together, helps consolidate and cluster alerts to surface real problems, and leverages existing tools to provide visibility across applications and services.
ITSM Solutions and DevOps Alignment
- 1. ITSM Solutions and Devops Alignment Incident Management for the Agile World Manish Kalra – Director, Product Marketing | @mkalra @pagerduty
- 2. IT Landscape
- 4. Rise of the Application Centric Business UBER Owns no cars Disrupting transportation Twitter Owns no media outlets Disrupting communications airbnb Owns no hotels Disrupting hotel industry Amazon Owns no retail outlets Disrupted EVERYTHING
- 6. Stability Agility Release Velocity New Markets Competitive Response Customer experience Uptime and Performance Security & Compliance What Do We Do ITSM DevOps
- 7. Stability Misalignment Agility • Compliant • Plan Driven • Long Term Cycles • Conventional Process • IT Centric • Low Customer Touch • Fluid • Agile • Continuous • Short Cycle • New Project • High Customer Touch • Polar Opposite • Competing Attitudes • Mismatch on Technology • Lack of Mutual Understanding • Too Much Change at Once So Lets Transform ITSM DevOps
- 8. Stability Agility Lets Buy Tools ITSM DevOps ITSM DevOps
- 9. Tools Alone Are Not The Solution 47%Of teams use 6+ monitoring tools 27%Consolidate alerts IT organizations that have tried to custom adjust current tools to meet DevOps practices have a failure rate of 80%….
- 10. Tools Still Need Help What’s important Teams struggle to find the right signal in all the noise 85% Of teams miss alerts 79% Have availably Problem - Monthly
- 11. Tools Won’t fix the problem Stability Agility ITSM DevOps
- 12. PeopleProcessTools Alignment Automation Visibility Correct Path Standards Shared Knowledge Identification Process Cultural of Collaboration Shared Responsibility Shared Accountability
- 13. Collaboration/Resolution PagerDuty ITSM and DevOps Alignment MICROSERVICES APPS & SERVICES CONTAINERS CLOUD NETWORK DATABASE SERVERS Developer NOC Helpdesk IT Ops System and User Efficiency Incident Event Alert PeopleTools Process Deployment Tools Monitoring Tools Ticketing Tools APP SYSTEM LOG WEB MOBILE APP Automatic Escalations On-Call Scheduling
- 14. PagerDuty The Fastest Path to Incident Resolution Bringing together tools, process, and people People One platform for NOC, Helpdesk, & Responders that brings teams together Process To consolidate and cluster alerts to surface the real problems and notify the right people Tools Leverage existing tools to deliver modern ops for a unified view across all apps and services
Editor's Notes
- #15: Read out