1. DevOps vs. ITIL:
Epic Struggle or Slam Dunk?
SERENA SOFTWARE INC.
July 24th, 2014

2. Today’s Speakers
SERENA SOFTWARE INC.2
George Spalding
Executive Vice President, Pink Elephant
Co-author of ITIL v3
Mark Levy
DevOps Evangelist
Serena Software

3. 3

4. Differing Organizational Goals
SERENA SOFTWARE, INC.4

5. The DevOps Movement
5

6. DevOps vs ITIL
• Resilience over Strength
• MTTR > MTBF
• Pull over Push
• Risk over Safety
• System instead of objects
• Agile vs Waterfall
• Flow vs Queued
• Small Batch over Large Batch
6
“To find ways to deliver high-quality, valuable software
in an efficient, fast, and reliable manner.”

7. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
The Problem (The Business Perspective)
 IT does not understand business
priorities
 IT is too slow and unresponsive to
new demands and requirements
 IT projects are always behind
schedule and over budget
 IT strategy is focused on technology
and not business objectives
 The default answer is “Next Year” or
simply “NO”
 Business Trend is to by-pass internal
IT for external options (Speed, Cost,
Control, Accountability)
7

8. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Risk Gap
•Lack of availability,
performance,
reliability, quality
Business Requirements
• Increasing number of products & services
• Increasing rate of change
• Increasing complexity / data interdependency
• Increased speed and efficiency
• Increased speed to market
• Reduced costs
IT Process Capabilities
•Silo / fragmented / redundant processes
•Lack of integration, automation
•Lack of visibility
Operating as a mature IT Service Provider requires consistent
supply chain management processes across all silos!
“Risk Gap” For Business Growth Goals
Scalability of Management Processes Over Time
IncreasedBusinessNeedOfITServices
8

9. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Release Management
9
PLAN BUILD RUN

10. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Release Management
10
PLAN BUILD
RUN

11. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Release Management
11
PLAN BUILD
RUN
Release
&Change

12. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Why Release Management?
 “Once upon a time…there was Chaos…”
 Then came the Project Managers…and the Application
Developers…and releases still failed to go in smoothly and
seamlessly…so ITIL created Release Management…but
most folks ignored it!
 The “Mission”? Do no harm! Do not introduce things that
break into a working production environment!
 …and don’t break the working production environment with
new things that work!
 Release Management has a different agenda (Ops) than
PM & AppDev. A production-focused, availability-focused
agenda.
12

13. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Relationships with other ITIL Processes
 Mature Change Management is a pre-requisite for Release
Management!
 Change Management must be at CMMI Level 3 BEFORE
even attempting Release Management.
 Who is responsible for:
 Knowing the technical dependencies of a new release?
 Creating the RFCs that resolve those dependencies?
 Setting the QA criteria?
 Making the technical environment ready?
 Making the user environment ready?
 Making the support environment ready?
 Vouching for the release readiness?
13

14. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Ownership – Lifecycle Management
14
Service Lifecycle
System Lifecycle
Process Lifecycle
Application Lifecycle
Infrastructure Lifecycle
Data Lifecycle
Value is delivered by managing the
Lifecycles of Activities and Resources
that produces it
DependentButRunningon
differentTimelines
Gap
Gap
Gap?

15. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS
Process & Product Strategy Relationship
Low StandardizationHigh Standardization
Lower Risk
Cost Efficiency
Regulatory Compliance
Low Variance High Variance
Specialist Knowledge
Tailored Solution
Unique Context
Formal Process Craftsmanship
Commoditization
Engineer To Order
Assemble To Order
Make To Stock
Service
Catalog
?$$ $$$$
Policies, Roles, Procedures, Metrics, Common Tools
Mitigating Risk of Variance Accepting Risk of Variance
Make To Order
Low VolumeHigh Volume
15
Configure Against Core

16. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS 16
Establishing a Service Management Office
ITSM Process Owners
Business Process & Service Improvement
Service Mgmt.
Office
Service Desk
Desktop
End User Services
Operators
IT Operations
SW Dev
Applications
Engineers
Info Sec.
IT Planning
CIO
Process & Service Management
Technical / Functional Management
Training & Communication Coordination
Network
NOC
Administrators
ITSM Governance
Service Level & CSI Management

17. DevOps
© Pink Elephant, 2014. All Rights Reserved.
ITIL® is a Registered Trade Mark of AXELOS 17
Future State - Service Delivery Function
DEV OPSEnterprise Service Delivery
• ITSM (SMO)
• Security
• QA assurance / testing
• Project Mgmt. Office
• Performance Mgmt.
• Enterprise Architecture
• Planning / Consulting
• IT Finance / Procurement
• Risk Mgmt./ Compliance
• IT Audit
• Human Resources
• Supplier Management
Customer
Service
SLM
Catalog
SLA
All of these functions have a enterprise IT mandate and not a
vertical technology focus
Process

18. Questions?
SERENA SOFTWARE INC.18
Weekly Release Automation
Demo
Release Automation 30-Day
Free Trial
Please use the Q&A panel to submit your questions.
Friday 10 am PT
Upcoming DevOps webcast
August 20
Meet
DevOps
founder
Patrick
Debois

19. Want to See More?
SERENA SOFTWARE, INC.19
serena.com/rlm