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Showing posts from December, 2019

ITIL 4 Service Value System and DevOps

The Service Value System (SVS) and Service Value Chain as indicated in ITIL 4 Best Practices give you the big picture macro view that should be the start of every DevOps Pipeline. Without it, you could get swept into the undercurrent and potentially focus too much effort or misdirect resources towards the technical and automation aspects of continuous integration and continuous delivery (CI/CD). 

Components of the SVS include: The ITIL4 Guiding Principles, Governance, The Service Value Chain, Practices, and Continual Improvement.

A Service Value Chain andValue Stream Mapping (VSM) exercise provides all stakeholders with a high-level view of the end-to-end steps required for your DevOps Pipeline. Applying the concept of “Systems Thinking” to the overall CI/CD Pipeline is critical but without including the information/data and flow of work we truly miss the mark. This is where Lean principles and VSM are helpful. 
Notice in the above image from our Value Stream Mapping Facilitation cours…

Experience Level Agreements (XLAs) – Tick Tock!

It is a new day! The world of IT has changed from solely provisioning technology and services to actually being integral in the fulfillment of all business operations. It is time for staff and leaders to learn, get certified, evolve and most importantly to move forward with XLAs. As the climate of business operation changes it makes sense (or should make sense) that the way we measure and fulfill the provisioning of services must evolve to meet new challenges. This does not mean that SLAs are gone and XLAs are taking over. They can co-exist!
Traditional Service Level Agreements (SLAs) are sometimes rigid and can be restrictive in a world where the ability to shift and change with dynamic business needs are prevalent. Many of you can relate to those organizations that are meeting and exceeding SLAs only to find Customer Satisfaction (C-Sat) Scores are tanking. Internally the staff celebrate while the organization loses market share!

There is still a place for SLAs in the world and t…