- [Instructor] Design coordination aims to ensure consistent
and effective design of new or changed IT services,
service management information systems, architectures,
technology, processes, information, and metrics
by orchestrating all service design activities,
processes and resources.
Expect a shift in thinking an activity here to accommodate
operations for design, from SRE,
as well as design for operations.
Also, build pipelines, continuous integration,
infrastructure automation, and self-service and design
make many formerly manual design processes automated.
With a shift left
to managing the scripts that generate things
over manual steps to validate the things themselves.
Perhaps the biggest thing to consider
at the intersection of design coordination and DevOps
is the impact of the SRE role
and operations for design
on a design process.
Service level management aims to keep
pay-the-bills customers satisfied with our services
by knowing what services we provide,
what they look like then they're done right,
including service levels and costs,
by making only commitments we consistently keep,
and by systematically managing customer expectations
and perceptions.
With the move to the cloud,
the focus shifts from SLAs, OLAs, and underpinning contracts
and service level KPIs
to service level objectives or SLOs,
and designing and managing a good user experience.
Key DevOps idea is that
impact SLM include public status pages,
visible op-style change control,
and the cloud.
All of which enable a level of service analytics
previously out of reach for SLM.
One key thing to do here
at the intersection of SLM and DevOps
is to get a handle on the instrumentation,
telemetry and service analytics
cloud platforms provide.
Availability management
aims to ensure the availability of services
in normal business operations
by designing and managing
services to keep them up and running,
ensure they go down to get them up quick,
within specified service levels and costs.
Whereas, availability monitoring might have been
optional or limited in Legacy,
it is built into the cloud.
Key DevOps impacts on availability management include
automation to prevent defects and reduce variation,
visible op-style change control
to prevent changes that cause downtime,
SRE,
ICS in response to major outages
to reduce dependency-related breaking changes.
A good place to start is with
SRE for proactive availability management,
and with public status pages,
for availability reporting.
Capacity management
aims to ensure IT capacity matches business needs
at the right time and at the right cost
by understanding current business needs and IT capacity
and anticipating
future business needs and IT capacity requirements
and delivering the right resources
at the right time
and at the right cost.
With a move to the cloud and elastic capacity,
the biggest impact on capacity management
is that the focus shift from forecasting demand
and manually scaling capacity to meet demand
to demand forecasting,
and to monitoring to ensure that at any given moment
cloud resources are being utilized and delivering value
because of the elastic nature of cloud resources.
The most important thing to do with the intersection
of capacity management and DevOps
is to automate, automate, and automate.
So that capacity is elastic,
scaling up and down to meet demand.
Supplier management aims to ensure that all contracts
with our suppliers support business needs.
That suppliers and their services
meet contractural requirements for quality and cost,
and that in the end,
we obtain value for money from our suppliers.
The biggest impact of DevOps, on supplier management,
is that in DevOps, all things are smaller and faster.
This means the focus shifts from CapEx to OpEx,
and from one-time purchases to subscription-based services,
and makes the need
for a subscription management strategy real,
including a focus on annual renewals,
and purchasing concentration
to ensure volume discounts are realized.
Given the changing nature of what's getting managed,
a much tighter set of feedback
moves between financial management,
and supplier and demand management are necessary.
If you do nothing else here,
make sure you put in place mechanisms
to make sure subscription costs do not run out of control
and that unused resources are turned down
or reclaimed or harvested.
Information security management aims to align
IT security with business security,
ensuring information security is effectively managed
in all service and service management activities
and provides a focus
for all IT security issues and activities.
With the move to the cloud,
the biggest impact on ISM is that it moves
from centrally administered to more distributed,
using a delegation model.
The focus also shifts from network-centered security
to identity, application, and data-centered security
with an emphasis on identity management, confidentiality,
access, proactive, and automated corrective controls
and a secure development lifecycle.
Service catalog management aims to ensure
a single source of consistent information is available
on all agreed services
by producing and maintaining
a current and accurate service catalog
widely available to those who are approved to access it.
With the advent of DevOps,
expect the role of the service catalog to expand
and merge with that of the service desk self-service portal
to include a catalog of business and technical services
available for self-service provisioning.
Account and subscription management,
charge and show backup service utilization costs,
the ability to capture CRM information on user roles,
current and future needs, behaviors, and preferences.
The one key thing to start to do here is
automate, automate, automate
on the front end and on the back end of the portal.
Think about how you, as an admin,
interact with Office 365
or AWS or Azure,
and how that has changed over the years,
and you'll get a good idea as to where you need to go.
IT service continuity management aims to ensure that,
following a business interruption,
we can restore the predetermined agreed IT services,
when required, to resume business.
Here, the DevOps method of infrastructure automation
and the practice of blue/green deployment apply.
With everything as code,
you have the ability to stand up an entire instance
of your environment at a recovery site.
Blue/green deployment also facilitates quick switching
to an alternative instance of your infrastructure.
Expect these capabilities to be completely transformative
for disaster recovery.