Incident ManagementIT Governance

3 Tips for DevOps to Empower ITSM

One way to think of DevOps on top of ITSM is to imagine it as shiny endgame armor in a video game. It just enhances all of your character’s abilities once you have equipped it. In a guest post for Joe the IT Guy, Steve Chambers discusses three tips that allow for ITSM to prosper within the power of DevOps:

  1. Have DevOps-minded product teams.
  2. Use DevOps to change CCR (change, configuration, and release).
  3. Use DevOps to change incidents and problems.

Gleaming IT Delivery

DevOps-minded product teams allow for horizontal alignment, which in turn reduces lead times. The example given is that if there are two related systems at hand (“Order-to-Cash” and “Banking WebApp”), two separate product teams can handle the CCR. The right metrics still get reported, and barriers diminish. The DevOps approach with CCR reduces batch sizes and enables more changes:

Breaking a product into loosely coupled architecture (e.g. microservices) is something a DevOps-minded product team might do (depending on the application), because any product changes can then be limited to specific parts of the product without breaking the whole service. They can also introduce “graceful degradation” techniques to help protect the customer from issues, and to manage dangerous scenarios such as cascading failures.

Incidents and problems are things to be avoided for sure, but when they occur, DevOps is equipped to learn more from these situations. It deemphasizes the role of punishment in metrics use and rightly uses KPIs to create organizational alignment and create common goals. DevOps in fact inspires telemetry of incidents, where data is collected about the whole system and not just about a given product.

At the full post, Chambers provides a long, humorous list of ways you can wreck the ITSM/DevOps experience if you so choose. You can view it here:

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