Reinventing ITIL® in the Age of DevOps (eBook)

Abhinav Krishna Kaiser works as a senior manager in a leading consulting firm. He leads the development of DevOps solutions to various companies who seek to develop software in an Agile way. Apart from consulting on DevOps, he also trains IT professionals on DevOps concepts, processes, and tools. Abhinav is one of the leading names synonymous with ITIL, his previous publication – Becoming ITIL Foundation Certified in 7 Days, is one of the top guides recommended to IT professionals looking to become ITIL Foundation certified and to those getting into the field of service management. Abhinav started consulting with clients fifteen years ago on IT service management, where he created value by developing robust service management solutions. He is one of the foremost authorities in the area of configuration management and his solutions have stood the test of time, rigor, and technological advancements.Apart from delivering training on DevOps, Abhinav has delivered ITIL Foundation and ITIL Expert training to employees from various multinational corporations. He blogs and writes guides and articles on DevOps, Agile, and ITIL. While the life of a consultant is to go where the client wants him to be, Abhinav is currently in Bangalore. He is happily married with two little kids. 

Table of Contents 5
About the Author 13
About the Technical Reviewer 14
Introduction 15
Chapter 1: Introduction to DevOps 17
What Exactly Is DevOps? 18
DevOps with an Example 19
Why DevOps? 20
Let’s Look at the Scope 22
Benefits of Transforming into DevOps 23
Insight from State of DevOps Report 24
DevOps Principles 25
Culture 26
Automation 26
Lean 27
Measurement 28
Sharing 29
Elements of DevOps 29
People 32
DevOps Team 34
Basis for a DevOps Team 35
An Example of a DevOps Team 35
Process 36
Continuous Integration 37
An Illustration 39
Continuous Delivery 40
Who Employs Continuous Delivery? 42
Automation Testing vs. Continuous Testing 42
Continuous Deployment 44
Continuous Delivery vs. Continuous Deployment 45
Technology 46
Choosing the Right Tool 46
Categories of Tools 47
Source Code Repositories 48
Hosting Services 48
Orchestrators 49
Deployment and Environment Provisioning 49
Testing 50
Is DevOps the End of Ops? 50
Chapter 2: ITIL Basics 52
IT Service Management and ITIL 52
ITIL Conception 53
Competition to ITIL 55
Service Management in the Digital Age 56
Understanding Services 57
Service Types (Components) 58
Core Service 59
Enabling Service 60
Enhancement Service 60
Understanding Processes 61
Understanding Functions 62
Functions in ITIL 62
Processes vs. Functions 63
ITIL Service Lifecycle 64
Service Strategy 65
Service Strategy Processes 67
Service Design 67
Service Design Processes 68
Service Transition 68
Service Transition Processes 69
Service Operations 69
Service Operations Processes 70
Continual Service Improvement 70
Continual Service Improvement Process 71
ITIL Roles 72
Service Owner 72
Process Owner 73
Process Manager 73
Process Practitioner 74
RACI Matrix 74
An Example to Understand RACI 75
Tips on RACI Creation 76
How Far Is ITIL from DevOps? 77
Chapter 3: ITIL and DevOps: An  Analysis 78
Product vs. Services 79
Big-Ticket Conflicts 82
Which Is It: Sequential vs. Concurrent? 83
Let’s Discuss Batch Sizes 83
It’s All About the Feedback 83
The Silo Culture 84
What Is Configuration Management? 85
Continuous Deployment Makes Release Management Irrelevant 86
Union of Mind-Sets 87
The Case for ITIL Adaptation with DevOps 88
To Conclude 89
Chapter 4: Integration: Alignment of Processes 91
Analysis of ITIL Phases 91
Analysis: Service Strategy Phase 93
Strategy Management for IT Services 93
Service Portfolio Management 96
Financial Management for IT Services 96
Demand Management 96
Business Relationship Management 98
Analysis: Service Design Phase 99
Design Coordination 99
Service Catalog Management 103
Service Level Management 104
Availability Management 105
Capacity Management 106
Business Capacity Management 106
Service Capacity Management 108
Component Capacity Management 109
IT Service Continuity Management 109
Information Security Management 110
DevSecOps 111
Rugged DevOps 112
Supplier Management 113
Analysis: Service Transition Phase 114
Transition Planning and Support 114
Change Management 115
Service Asset and Configuration Management 115
Release and Deployment Management 115
Service Validation and Testing 115
Change Evaluation 116
Knowledge Management 117
Analysis: Service Operation Phase 118
Event Management 118
Incident Management 120
Request Fulfillment 120
Problem Management 121
Access Management 121
Continual Service Improvement 121
The Seven-Step Improvement Process 122
Chapter 5: Teams and Structures 124
A Plunge into ITIL Functions 124
Service Desk 125
Technical Management 126
Application Management 128
IT Operations Management 129
IT Operations Control 130
Facilities Management 130
DevOps Team Structure Revisited 131
Traditional Model 132
Agile Model 134
Flat Hierarchy 134
No Project Manager 135
Single Team 135
Product Owner 136
Predictability 137
DevOps Model 138
Composition of a DevOps Team 138
ITIL Role Mapping in a DevOps World 141
Strategy and Compliance 142
Umbrella Teams 143
Shared Teams 144
DevOps Teams 145
Chapter 6: Managing Configurations in a DevOps Project 147
ITIL Service Asset and Configuration Management Process 147
Objectives and Principles 148
Service Assets and Configuration Items 148
Scope of Service Asset and Configuration Management 150
Introducing the CMDB, CMS, DML, and DS 150
Configuration Management Database 151
Configuration Management System 151
Definitive Media Library and Definitive Spares 152
Service Asset and Configuration Management Processes 154
Step 1: Management and Planning 155
Step 2: Configuration Identification 156
Step 3: Configuration Control 156
Step 4: Status Accounting and Reporting 157
Step 5: Verification and Audit 158
Why Configuration Management Is Relevant to DevOps 159
Configuration Management in a DevOps Sense 159
Decoding IaaS 161
Decoding PaaS 161
Application Deployment and Configuration 162
Underlying Configuration Management 162
Automation in Configuration Management 163
Who Manages DevOps Configurations? 164
Comprehensive Configuration Management 165
Configuration Management Database 166
CMDB for Change Management 168
CMDB for Provisioning Environments 168
CMDB for Incident Management 168
Source Code Repository 169
Basics of a Source Code Repository 169
What Can Be Stored in an SCR? 169
Good Practices for Achieving DevOps Objectives 170
Choice of an SCR Tool 170
Artifact Repository 173
Management of Binaries 173
Chapter 7: Incident Management Adaption 175
What Is ITIL Incident Management? 176
Incident Management Is Vital 176
Incident Management Is the First Line of Defense 177
Digging Deeper into Incident Management 177
Objectives and Principles 177
What Can Be an Incident? 178
Who Can Register Incidents? 179
Typical Process 180
Step 1: Incident Identification 182
Step 2: Incident Logging 182
Step 3: Incident Categorization 183
Step 4: Incident Prioritization 184
Step 5: Diagnosis and Investigation 184
Step 6: Resolution and Recovery 185
Step 7: Incident Closure 186
Major Incidents 186
Incident Management in DevOps 187
Agile Project Management 188
User Stories 188
Incidents 189
Problems 190
Sprints 190
Sprint Planning 191
Sprint Backlog 191
Capacity and Velocity 191
Determining Complexity 192
Estimation Technique: Planning Poker 192
DOR and DOD 193
Sprint Planning for a DevOps Team 194
Plan for What Is Currently on Your Plate 195
Keep some Contingency Aside During the Planning Session 196
Scope of DevOps Team in Incident Management 196
Levels of Support 197
Incident Flow 199
Knowledge at the Core 199
ITIL’s Knowledge Management 200
What Knowledge to Maintain 200
Knowledge Storing and Retrieval 202
The DevOps Incident Management Process 203
Step 1: Incident Identification 205
Step 2: Incident Analysis, Escalation, and Resolution 205
Step 3: Incident with DevOps Team 205
Step 4: Incident Manager Analyzes and Accepts Incidents 206
Steps 5 and 6: Incident Prioritized and Added to Sprint 207
Steps 7 and 8: Scrum Team Makes Code Changes and Checks in 208
Step 9: Continuous Integration and Continuous Testing 209
Step 10: Auto Deployment 209
Step 11: Post-Mortem 210
Chapter 8: Problem Management Adaption 212
Introduction to ITIL Problem Management 212
Objectives and Principles 213
Incidents vs. Problems 214
Key Terminologies in Problem Management 215
Root Cause 215
Root-Cause Analysis 215
Known Error 215
Known Error Database 216
Workaround 216
Permanent Solution 216
Problem Analysis Techniques 217
Brainstorming 217
Five-Why Technique 219
Applying the Five-Why Technique 219
Limitations of Five-Why Technique 221
Ishikawa 222
Kepner-Tregoe 226
Typical Problem Management Process 227
Step 1: Problem Detection 229
Event Management 229
Major Incidents 229
Partners/Suppliers 230
Analysis/Trending 230
Step 2: Problem Logging 230
Event Management 231
Partners/Suppliers 231
Analysis/Trending 231
Step 3: Problem Categorization 231
Step 4: Problem Prioritization 232
Step 5: Problem Investigation and Diagnosis 232
Step 6: Problem Resolution 233
Step 7: Problem Closure 233
Problem Management in DevOps 234
What Are the Possible Problems in a DevOps Project? 234
The Case for a Problem Manager 236
The DevOps Problem Management Process 237
Step 1: Problem Detection 239
Step 2: Scrum Master Logs the Problem into the Product Backlog 239
Steps 3 and 4: Product Owner Prioritizes the Problem and Is Added to Sprint Backlog 240
Step 5: Scrum Team Acts on the Problem 240
Steps 6, 7, and 8: Continuous Integration, Testing, and  Auto-Deployment 240
Chapter 9: Managing Changes in a DevOps Project 242
What Constitutes a Change? 243
Overview of Resources and Capabilities 243
Change in Scope 244
Why Is Change Management Critical? 246
Objectives and Scope of ITIL Change Management 247
Types of Changes 248
Type 1: Normal Changes 249
Type 2: Emergency Changes 250
Type 3: Standard Changes 250
ITIL Change Management Process 251
Step 1: Create a Request for Change 253
Step 2: Assess and Evaluate the Change 254
Step 3: Authorize the Build and Test 254
Change Advisory Board 254
Composition of the Change Advisory Board 255
Emergency Change Advisory Board 256
Standard Change Advisory Board 257
Step 4: Build and Test 258
Step 5: Authorize the Implementation 258
Step 6: Implement and Verify 258
Step 7: Review and Close the Change 258
How Are DevOps Changes Different from ITIL Changes? 259
The Perceived Problem with ITIL Change Management 260
DevOps to the Rescue 261
Project Change Management 261
Risk Mitigation Strategies 265
Auto-Deployment and Auto-Checks 266
DevOps Change Management Process 267
Change Management Adaption for Continuous Delivery 268
Steps 1, 2, and 3: Change Initiation 268
Step 4: Build and Test 269
Step 5: Deployment Authorization 269
Steps 6 and 7: Deployment and Verification 269
Continuous Delivery for Maximum Change Governance 270
Change Management Adaption for Continuous Deployment 270
Steps 1, 2, 3, and 5: Change Initiation and Authorization to Deploy 271
Step 4: Build and Test 272
Step 6: Deployment to Production 272
Step 7: Change Verification and Closure 272
Maximum Agility with Standard Changes 273
Championing Standard Changes 274
Process for Identifying and Managing Standard Changes 275
Step 1: Identify Standard Changes 277
Step 2: Screen the Candidates 278
Step 3: SCAB to Qualify Standard Changes 278
Step 4: Develop Change Models for Standard Changes 279
Step 5: Implement Standard Changes 279
Step 6: Monitoring and Auditing of Standard Changes 280
Chapter 10: Release Management in DevOps 282
Change Management vs. Release Management 282
Release Management vs. Release and Deployment Management 284
Basics of a Release 285
Release Unit 285
Release Package 286
Types of Release 287
Major Releases 287
Minor Releases 288
Emergency Releases 288
Early Life Support 288
Deployment Options 289
Big Bang Option 290
Phased Approach 290
Four Phases of Release Management 291
Release and Deployment Planning 291
Release Build and Test 292
Deployment 292
Review and Close 293
Releases in DevOps 293
Sequential and Iterative Nature of the Process 293
Release Management Process Adaption with Iterations 295
Using Agile Release Trains 295
Applying Release Management to Continuous Deployment 295
Applying Release Management to Continuous Delivery 296
Expectations from Release Management 296
Blue-Green Deployment 297
The Scope of Release Management 298
Automation of Release Management 299
The DevOps Release Management Team 300
Release Management Team Structure 301
Separate Release Management Team 301
Release Management by the Delivery Team 301
Release Management by the Operations Team 302
Welcome, Release Manager, the Role for All Seasons 302
Product Owners Are the New Release Managers 305
Index 307