- [Instructor] In ITIL-driven shops,
service management technology and architecture
is applied to services,
for example the service catalog
is an example of service automation,
as is instrumenting services
for measurement and improvement and knowledge capture,
and to processes, for example implementing monitoring
and control systems for event management
or automating the meeting of demand with capacity
and capacity management,
and to functions, for example a self-service portal
is an example of automation applied
to the service desk function,
or build automation is an example of automation applied
to the technical management function.
With the introduction of devops, all this remains true.
The key here is that with devops,
the level of automation is much deeper
across services, processes, and functions.
ITIL lists some event management techniques,
compression, correlation, filtering,
intelligent monitoring, roll up, and verification.
These techniques are still valid
in an enterprise devops context.
One thing you can do with ITIL-driven event management
in a devops mode is to have development
use the same management tools that ops uses in production,
but in pre-production and then learn from what you see
in pre-production to improve.
This should be done in combination
with system failure testing.
Perform the test and see how the operations tool responds.
Ask yourself, "Would I have been able to fix this
"if it had happened in production?
"Would I have even known what to do?"
ITIL lists a number of areas
that could benefit from automation
including design and modeling the service catalog,
pattern recognition and analysis,
classification, prioritization and routing
as in a ticketing system,
detection and monitoring and optimization.
Devops adds SCM, database management,
build, continuous integration,
repo management, testing, deployment,
configuration and provisioning,
containerization, cloud, IaaS and PaaS,
release management, collaboration,
business intelligence and monitoring,
logging and security to this list.
As you can see, there's a shift left to dev from ops
in this list as it pertains to tools.
For a great list of current devops tools,
check out XebiaLabs for their periodic table of devops tools
and their devops diagram generator.
Another ITIL technology and architecture concept
is that the level of degradation in service quality
is proportional to the amount of variation
in services and processes.
So one effective use of automation is to reduce variation
including things like variation
in the performance of individuals
with time, workload, motivation,
and the nature of the task at hand,
variation in knowledge, skills,
and experience of individuals,
and variation in processing times
across service transactions, jobs or cycles.
This guidance and view is 100% in agreement
with the devops view.