11. QUICK CONTEXT
[ITSM] is thus concerned with the implementation of quality
IT services that meet the needs of customers, and is performed
by the IT service provider through an appropriate mix of
people, process and information technology.
https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf
14. THREE TAKE-AWAYS, TWO TOPICS:
ITSM AND IAC
ITSM Governance is a key differentiator(/enabler) to an
enterprise IAC movement {quality}
ITSM Governance, as an obstacle to IAC, will be more ignored
than acknowledged (because code wins!) {meet the needs}
ITSM Governance can be accomplished through the
(same)/similar principles of CI/CD {mix of three}
15. KEY TAKE-AWAY #1
ITSM Governance is a key differentiator for enterprise
adoption of IAC
https://farm9.staticflickr.com/8160/7214525854_41ea7719a4_o.jpg
16. KEY TAKE-AWAY #1
Quality: measurement in the form of a consistent &
predictable result(s) against similar kinds of products or
common types
17. KEY TAKE-AWAY #1
Defining the success/fail criteria, for quality, comes from
customers!
http://www.giftedwithgrit.com/wp-content/uploads/2014/01/successimage.jpg
18. KEY TAKE-AWAY #2
When used as an obstacle, the bold and clever will look for
workarounds to the process.
22. KEY TAKE-AWAY #2
Feedback can be enabled with velocity => continuous,
automated testing gives context; enables the community to
build better software, systems, applications, stacks
25. KEY TAKE-AWAY #2
Important CHANGE domain metadata for ITSM:
Who requested the change?
What is actually being changed?
When is the change being implemented?
How well tested is the change?
26. KEY TAKE-AWAY #3
Lean back on the DevOps practices to understand the mix of
people, process, and technology in ITSM
27. KEY TAKE-AWAY #3
Value Stream your process with real data to enable process
reviews and find the X/Y coordinates of what to work on
http://upload.wikimedia.org/wikipedia/commons/9/99/ValueStreamMapParts.png
28. KEY TAKE-AWAY #3
We leverage CI/CD to not only deliver the end-to-end IT
asset but leverage CI/CD to manage and extend the services
layer - iteratively
29.
30. We landed on Chef for config/state management
But that's only part of the tech stack ...
KEY TAKE-AWAY #3
Rationalize patterns > the implementation tool; and use a
tool that empowers your community to feel safe to invest
his/her respective time
31. - Customers first on both sides of the governance
conversation
- ITSM governance needs as much as every other
component of the IT delivery
- Use small, iterative changes to evaluate progress; allows
people to see revel in battles won and quickly forget about
those lost
RECAP
ITSM AND IAC
kaizen
32. Special thanks for the infra crew @TGT
THE END
- @TheDesktophero
- Check out the @TGT booth in the expo
-
-
Target Tech Blog
Target Github OSS
RED
