Jayne Groll discusses how to create an effective IT culture by combining elements from different frameworks and approaches, including DevOps, Agile, ITSM, and automation. She argues that an ideal culture can be achieved by taking the best aspects of each, such as Scrum and Kanban from Agile, processes from ITSM, tools from automation, and the people-focused mindset of DevOps. A few key ingredients for the "IT Culture Cocktail" are Scrum, ITSM processes, automation with metrics, and the culture of DevOps. With these combined elements and a common vocabulary, the resulting culture will be one that everyone wants to work within.

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Devops and The IT Culture Cocktail Party
DevOps ITSM Agile
Jayne Groll
ITSM Academy
@ITSM_Jayne
LinkedIn Profile

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About Jayne Groll
 Former IT Director (not a developer)
 Co-founded ITSM Academy in 2003
 ITIL Expert, ISO20000 Consultant
 Certified Scrum Master
 Certified Process Design Engineer
(CPDE)
Our Team!
Me ITSM Academy
@ITSMAcademy
LinkedIn Page

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Have you
heard
about
DevOps?
Which ITIL
processes
have you
implemented
so far?
I just saw an
awesome
tool demo
Awesome IT Conference 2013
Lots of talking, but who is listening?

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In DevOps, we talk a lot about culture

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But IT is actually a multicultural society

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Each culture has its loyal fan base
And it’s detractors

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Which results in a lot of conflicting messages
ITIL is too
commoditized
DevOps lacks a
standard of
practice
More tools!
Better tools!
I’m so
confused!
Agile is only for
developing
software
IT Guy

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Are you suffering from a cultural divide?
Dev Ops
Brent

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It’s time to belly up to the bar
 And become a DevOps culture mixologist
You can create an awesome IT culture with ingredients from
the top shelf of each framework, standard or approach

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Ingredient 1: “Git R Done” Scrum
 Agile is not just for software
development anymore
Project management
Content development
Agile service management
Complex workflows
Lots of non-developers are becoming Certified Scrum Masters

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Pair it with a Kanban Board
Simple, yet powerful
Could we use it for
− Change and Release Management
(Phoenix)?
− Other ITSM processes (Problem?)
− Standard operational workflows
Everyone should play the Kanban game!

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Ingredient 2: ITSM
 It’s not a four letter word!
(OK it is, but… )
It’s vital for the “ever after”
Can be made more agile through
change models and kanbans
Is only bureaucratic if you make it
that way
It’s non-prescriptive
None of the ITSM frameworks are perfect or complete
but there’s some really good guidance!

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Lots of buzz about DevOps and ITSM
Good news from #gartneriom that #devops and #itil
can work together :)
DevOps and ITSM Are Not at Odds by
@RealGeneKim http://ow.ly/m6rzu #DevOps
How to fix TD ... Rename "Product Owners" to "Service
Owners" and then make them wear pagers
Join us for our 6/18 webinar w/@:XXXX "How Can
YOU Make #DevOps a Reality?" #EntArch #IT #PaaS
Is Release Management the Devops process?

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Ingredient 3: Automation
Pair your tools with strong measurements and metrics

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The not-so-secret ingredient: DevOps
 DevOps is all about people
The way they think
The way they interact
The way they behave
The way they work
The way they perceive themselves and
their colleagues

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Add a splash of common vocabulary
 How about a universal DevOps glossary?
Start with the “cookbook”
Evolve through crowd-sourcing
(e.g., Urban Dictionary)
Integrate and align with other frameworks
and practices
DevOps

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And you now have the IT Culture Cocktail
 Ingredients:
 1 part “get r done” Scrum
− Paired with a Kanban board
 1 part process improvement (ITSM)
 1 part cool tools (Automation)
− Paired with meaningful metrics
 2 parts culture (DevOps)
 Splash of common vocabulary
 Shot of alcohol of your choice
Shake, don’t stir. Serve daily. It gets more potent with age.

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A word of warning
Please do not use Kool-Aid in this recipe.

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So let’s embrace the differences
And create the kind of culture we all want to work within.

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Thank You!
Jayne Groll
ITSM Academy
@ITSM_Jayne
LinkedIn Profile
info@itsmacademy.com

21. EXCLUSIVE WEBINAR
“Ripped from the Classroom”
The Service Desk
of the Future
Donna Knapp, ITSM Academy’s Curriculum Development Manager
&
Author of the 1st college textbook on Help Desk / Service Desk
October 17th at 11am EST
@ITSM_Donna