Watch the full presentation here: http://www2.sunviewsoftware.com/l/6862/2016-01-25/4btmm4 In this webinar, join IT management consultant Barclay Rae as he demystifies the real-world value and applications of DevOps for your service desk. Learn valuable tips for adopting the underpinning ethos for whatever the size or nature of your organization. Stick around for SunView Software's Adam OBrien as he looks at three distinct ways that today's service desk automation can support DevOps initiatives and strategies while maintaining organizational goals and standards.

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3 Key Ways Service Desk Automation
Can Support DevOps
Adam OBrien
Product Marketing Manager,
SunView Software
aobrien@sunviewsoftware.com

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To deliver at DevOps speed (and scale), the
technology framework must be designed
for "human by exception," where as much
work as possible is performed by
programmatic means.
Source: Gartner, 2015

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Continuous
Monitoring
Collaborative
Development
Continuous Release
and Deployment
Continuous
Customer
Feedback
Continuous
Testing
Dev
Ops
Service Desk / ITSM
Incident to
Issue Tracking
DevOps Toolchain to
Change Management
Metrics
Reporting

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Streamline Feedback by Integrating
Incident Management & Issue Tracking

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Incident Management to Issue Tracking
By ensuring your incident management and issue
tracking tools are integrated, you can leverage specific
automations to accelerate incidents to proper teams,
accelerating feedback, and reduce mean time to
resolution for problems.
Incident
Management
Issue
Tracking
DevOpsUsers

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 Assignment automations based on
application or other associated CIs
 Automated notifications to Dev team
on tickets against a business service or
CI
 Integrated collaboration tools for Ops
to Dev discussions
 Ticket promotion functionality for
service desk staff
Incident Management to Issue Tracking

7. 7
 Improve visibility into incidents caused by
application changes
 Take proactive steps to eradicate repeat
errors by pinpointing root causes
 Take proactive steps to eradicate repeat
errors by pinpointing root causes
 Increase visibility of high-impact incidents
and quickly escalate to streamline resolution,
cutting down on resolution times and
increasing service desk ROI
Incident Management to Issue Tracking

8. 8
Improve Visibility by Integrating Change
Management into the DevOps Toolchain

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Why Integrate Into the Toolchain?
For a more efficient change
orchestration, organizations
need a single source of change
management that provides
complete visibility for risk
management, metrics reporting,
and compliance auditing
“Move Faster”

10. 10
Improved Visibility
61%
Of IT professionals believe
DevOps improved visibility
into IT process &
requirements
Source: Gartner, 2014

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Integrate Change Management with Toolchain
 Setup Pre-Authorized Change
Processing for Pre-approved Changes
 Use API to integrate Change
Management into Toolchain
 Capture Critical Change Artifacts as
Part of the Change Record

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 Automate the capture all change artifacts
across the DevOps toolchain
 Increase visibility for risk and compliance
management
 Streamline change approval processes
 Quickly pinpoint root causes of
incidents/problems with history/audit trail
Integrate Change Management with Toolchain

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Increase Organizational Buy-In with
Better Real-Time Dashboards & Reports

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“Because DevOps does not
have a formal framework, IT
organizations attempting to
implement DevOps
principles and practices are
often left with little
guidance on how to
measure the effectiveness of
their programs.”
- Gartner

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The Benefits of DevOps
“Measure It”

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Metrics Reporting
 Defined DevOps Success KPIs
 Metrics Dashboards with KPI Score
Cards Graphical Reports
 SLA Measures for Incident Resolution

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 Elevated employee engagement and
interaction, leading to a focused and
streamlined work effort
 Organizational goals become common
knowledge, creating an atmosphere of unified
efforts
 Real-time data allows organizations to be
flexible with goals as incidents or customer
needs arise
 Increased ROI, as less man hours is needed to
facilitate the collection of data
Metrics Reporting

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Best-Value Service Management
Platform for Any Size Organization
 ITIL-Based Processes
 Codeless Configurations
 Persona Based Dashboards
 Powerful Automations
 Flexible Licensing Options
 Seamless Integrations
Want more info? Check out: SunView Software.com/LEARN/DevOps