- [Instructor] Incident management aims
to minimize the business disruption of incidents
by getting individuals, hands on the keyboard users,
and IT services back up and running
and restored as quickly as possible.
Some key differences with incident management
in the devops mode include
the use of ICS for major incident handling,
the treatment of incidents as bugs rather than tickets,
the use of coding to eliminate incidents,
and the use of automation for fixes
built into your system upfront
to reduce mean time to repair.
One thing you can do to get started adopting
your ITIL-driven incident management processes for devops
is to adopt ICS for major incident management.
This is a no brainer in my book.
Problem management aims
to get to the root cause of problems,
the unknown underlying cause
of multiple instances of incidents
or a single big incident,
to be able to know what the top 10 problems are
or n problems are,
know what we've done to advance them and what we'll do next.
SRE is probably the closest devops practice
to ITIL-driven problem management.
One thing you should expect
with problem management in the devops mode
is that the approach will be more collaborative
across teams responsible for operations,
infrastructure and applications,
leveraging things like chat ops,
more measurement and data driven,
and more inclusive of the RCA approaches
that are common in dev circles rather than op circles.
Event management aims to ensure
events are managed to their lifecycle
including detection, diagnosis,
and the triggering of appropriate actions
and the provision of data
as a basis of operational monitoring and control.
Devops in the cloud bring a ton of tools to the table
for event management.
At every level of stack,
there's tools, telemetry instrumentation analytics.
The aspects of devops most impactful
on ITIL-driven event management
are the cloud, the devops tool chain,
and public status pages.
Some aspects of event management in devops mode include
dev-driven monitoring and logging,
automation prevent or fix breaches,
and public status pages for transparent
availability and performance status
accessible across teams and customers.
Request fulfillment aims to ensure
that there's a way for you to get information
on availability of standard services,
how to get them and to request and receive services
and get assistance with general information,
complaints and comments,
and to also ensure that request-driven
routine activities are automated.
The biggest impact on ITIL-driven request fulfillment
in the devops mode is that how requests get fulfilled
just from requesting services manually to self-service
and from semi-automated request submission and fulfillment
to highly automated submission and fulfillment
with limited human intervention.
Access management aims to grant authorized users
rights to use a service
while preventing access for non-authorized users,
ensuring actions comply with policies and procedures
defined in IT security management.
The biggest change from ITIL-driven
access management practices
when moving towards a devops mode
is that standing access to services
and applications and data is eliminated.
All access is assigned real time and on demand.