Anthony Orr, Cherwell Evangelist, Cherwell Software

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ITSM DEVOPS CONFERENCE
SUPPORTING DEVOPS SUCCESS
WITH ITSM TOOLS
ANTHONY ORR
CHERWELL EVANGELIST, ITIL AUTHOR

2. #b20Con

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WHY DEVOPS?
• Competitive Advantage
• Market Readiness
• Efficient Development
• Enable Operational Excellence
• Organizational Performance

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WHY ITSM?
• Improve Practice of Service Management
• Manage Services
• Collaboration and Coordination
• ITIL and other practices
• People, Process, Partners and Products

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ITSM TOOLS FOCUS
• Service Lifecycle
• Process Enablement
• Consumerization
• Industrialization
• Experience
• Engagement

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DEVOPS BEHAVIORS
• Fast – Agile
• Continuous Development, Testing and Delivery
• Feedback loops
• Culture Change

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TECHNOLOGY CHALLENGES
• Customized
• People Skill Set
• Maturity
• Integration
• Service Oriented
• Operational Excellence
• Strategy Enablement

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ITSM TOOLS HAVE TO:
• Be DevOps Capable
• Enable better Decision Support
• Integrate DevOps with Service Value Chain
• Enable feedback to Development
• Be apart of IT Strategy with DevOps

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KEY ITSM TOOLS
• CMDB/CMS/SKMS
• Incident Management
• Problem Management
• Knowledge Management
• Change Management
• Release and Deployment Management
• Ops/Transition/Design

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DEVOPS AND ITSM
• Effective Development
• Faster Market Readiness
• Better Competitiveness
• Higher Social, Economic, Psychological Value
• Higher Valued Performance

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“The essence of Strategy
Is deciding what not to do”
Michael Porter
“There is a fundamental distinction between
Strategy and Operational Effectiveness”

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Supporting DevOps Success
with ITSM Tools
Anthony Orr
Cherwell Evangelist
ITIL Author

16. #b20Con
ITSM DEVOPS CONFERENCE
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