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I TSM DEVOPS CONFERENCE
SERVICE MANAGEMENT OUTCOMES
LINDA V. BUDIMANITSM SERVICE DELIVERY LEADER
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ITSM SERVICE DELIVERY LEADERRole• Responsible ITIL/ISO implementation and service managementPassion
• Integration of ITSM for FISMA and ISO 27001 compliance• Building team results through knowledge share
Background • MS Information Technology Management, U. Virginia• ITILv3 Expert, PMP Project Management Certificate• Scrum Master certified• HDI Operations Support/ and Knowledge Support Principles• Six Sigma Green Belt certified COBIT certified • CMMI v1.2 certified •
ISO/IEC 27001/20000, Security+• Served in US Army as Signal Officer Captain
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OUR AGENDA• Service Management Office Outcomes Selecting Best Practices for
ITSM• Challenges & Successes: Continuous Best Practice Innovations• Objective: Increase ITIL/ITSM Outcomes• Thought Process: Align Best Practices
• Lean Start-up, Agile/Scrum, DevOps• Performance Measurements
• Summary of Best Practices Aligned with Service Management Outcomes
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IT COMPLEXITY REQUIRES SPEED & AGILITY
SERVICES INNOVATION COMPLIANCE
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AGILE & ITSM COMPLIMENTARY BEST PRACTICES
SDLC
SDLC
Soft Stuff
Hard Stuff
ISO 27KFISMA
Agile/Scrum
DevOps
Lean Start Up
ITIL/ISO 20K
CMMI-SVCsAcceleration
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WHAT ARE IT SERVICE MANAGEMENT OUTCOMES?Service management is a set of specialized organizational capabilities for providing value in the form of services.
Outcomes are possible from the performance of tasks and are limited by the presence of certain constraints.
What do you think of Agile
best practices?
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ITIL, SDLC, LEAN, AGILE, SCRUM, DEVOPS… COMPLIMENTARY
Best Practice Culture Comparison for Speed Agility ITIL SDLC Lean Start-Up
Eric RiesAgile
Manifesto Scrum
Scrum Alliance DevOps Xtreme Program
Strategy, Design, Test, Operate, CSI
Requirements, Design, Test,
Implement, Dispose
Minimum viable Product, Build Measure
Learn
Satisfy the customer through early and
continuous delivery
Individuals and interactions over
processes and tools
Collaboration Development
and Operations
Simplicity, Communicate,
Feedback
Strong focus on collaboration, continuous improvement, and creativity.
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INFUSE AGILE MINDSET INTO SMO Continual Service Im
provement
Lean Start Up - New Services Time to Market
Tran
sfor
mat
iona
l In
itiat
ives
Service Design – Process Improvement
Agile/Scum/DevOps - Accelerate Design Service Transition
DevOps - Accelerate Test Service Operations
Service Strategy – New Products/Services
Launch communications strategy, training, priorities, daily team calls
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CULTURE CHANGE IS EASY, RIGHT?
http://www.theleaderinmeblog.org/the-power-of-a-growth-mindset/
“You must learn from other people’s mistakes. You can’t possibly live long enough to make them all yourself.” ---Sam Levenson
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SERVICE OUTCOMES ARE EASY, RIGHT?
http://deniseleeyohn.com/bites/misleading-metrics/
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THOUGHTS ON WHERE TO BEGINWhat is your burning platform?
Improve Customer Service? Reduce Costs?
Data Center Reconsolidation?Cyber Security?
Innovate? Accelerate Delivery?
Make it genuine and inspire trust
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KOTTER’S 8 STEPS FOR LEADING CHANGE
Step 1: Create a Sense of
Urgency
Step 2: Build a Guiding
Coalition
Step 3: Form Strategic
Initiatives
Step 4: Enlist a Volunteer
Army
Step 5: Enable Action Remove
Barriers
Step 6: Generate Wins
Step 7: Sustain Acceleration
Step 8: Institute Change
http://www.kotterinternational.com/the-8-step-process-for-leading-change/
Take RisksTransform
Quickly
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STEP 1: START IDENTIFYING KEY SERVICES - URGENCYOperations & Maintenance
Services
Enterprise Modernization
Services
Software & Systems Services
Performance Optimization
ServicesCyber Security
Service Desk Data Center Consolidation Database Design IT Strategy
Planning Network Security
Infrastructure Operations
Storage Virtualization
Systems Integration
Business Intelligence
Identity Management
Institutional Awareness Key to Customer SuccessAccelerate Assessment ITSM, ISO, FISMA, Risk etc.What matters the most to the customer?
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STEP 2: BUILD A GUIDING COALITION WITH KEY PROCESS OWNERS
Infrastructure Operations Processes Configuration Management
Security Management
IT Service Continuity
Management Incident
Management Service Level Management
System Inventory Security Plan Continuity Plan Service Desk
and Operations Situational Awareness
Baseline Configurations
System Categorization Test Plans
Availability – Event Expanded Incident lifecycle
Dashboard Reporting
Assemble Experienced Process Owners Break Down Process Silos How can this team be part of the quick win?
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STEP 3: FORM STRATEGIC INITIATIVES ON THE END STATE
Key Service Indicators Process Key Performance
IndicatorKey Staffing Indicators
Key Team Indicators
• Service Desk • Incident Mgmt. • % Incident SLA met
• % 95 Incident Recording Accuracy
• % INC resolved by SLA
• Web Monitoring Services
• Availability
• Security Mgmt.
• % Web Applications Availability
• % Proactive Root Cause Analysis
• 99% meet SLAs
• Infrastructure Services
• Availability
• Security Mgmt.
• % Network Connectivity Availability
• % Response Time Per Critical/High
• % 100 Patching
Align Key Service Indicators and Key Process Indicators Key Team Indicators What did you plan to measure that will incentivize the behavior?
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STEPS 4 – 8: CELEBRATE WINS, ACCELTERATE, INNOVATE CHANGE
Step 5: Enable Action Remove
Barriers
Step 6: Generate Wins
Step 7: Sustain Acceleration
Step 8: Institute Change
Time box team process meetings Keep DevOps teams small focused
Plan communication strategiesCommunicate improvements often
Create a prioritized list of process backlog items
Iteration, measure, continuously and “ship” service outcomes
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IN SUMMARY
• Assess & Transform
• Agile/Scrum Process Development
• Identify Key Services with Integrated Metrics
• Iterate - Improve
Innovate and Quickly Iterate Your ITSM Service Outcomes
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LESSONS LEARNED• Strive for Excellence …. Not Perfection• Develop a Lean Culture Mindset
• Know ITSM, Complimentary Frameworks & Tools • Develop a Learning Mindset
• Speed, Agility & Results • Develop a faster lower cost mindset
• Experienced ITSM Transition/Operations Teams Critical• Develop a People First Scrum Servant Mindset
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I TSM DEVOPS CONFERENCE
Thanks for coming! Let us know what you thought!
