DevOps - The Basics

“Change sticks when it becomes the way we do things around here.” ~ John P. Kotter

DevOps benefits the business by improving communication, collaboration and the integration of people, processes and technologies across the IT value stream.

Ultimately, DevOps enables companies to deliver better software faster and more reliably by…

Improving communication, collaboration and the integration of processes and tools across the IT value stream
Automating the process of software delivery and infrastructure changes
Leveraging Agile, Lean, ITSM and evolving DevOps practices

DevOps – The Basics

Get Involved!

DevOps practices will continue to evolve through communities of practice. Seek out opportunities to collaborate with others and to share what you’ve learned.

Change related to DevOps initiatives will affect organizational culture. Effective communication plans, training, and clear policies and procedures are all needed to achieve the desired performance outcomes and enable collaboration between the many stakeholders involved in DevOps. Culture change and progress cannot happen without the support of people like you.

Take action!

Contribute to your organization’s DevOps effort by expanding your knowledge of DevOps principles and practices and by using what you learn to lead improvement activities. Be a change champion!

For more information about DevOps read this great resource from ITSM Academy titled “What is DevOps”

For Certification and Training click here --> inspire & educate…

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Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of the concepts have changed in ways that are described below. ITIL 4 has also introduced new roles, as explained in our blog ITIL 4 and the Evolving Role of Roles . Before we dive into the difference between these roles, let’s first look at a key update in ITIL 4 – the shift from processes to practices. ITIL 4 has evolved to focus on holistic practices vs. isolated processes. By definition, a practice is a set of organizational resources designed for performing work or accomplishing an objective. For example, the purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. All organizations recognize the need to allocate resources to the management of incidents and mature their capabilities in that area. In ITIL 4, each practice includes resources based on the four ...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

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