DEVOPS: An ITIL improvement?

DEVOPS Introduction

 I start to write a topic which is very fashionable in the growing areas of IT., and is DEVOPS. We have today many frameworks of reference for all people and for all the tastes, such as SOA, ITIL, BPM, COBIT, IT4IT… However today I want to share that “DEVOPS” is much more than a series of processes. Is about more a philosophy of work.

DEVOPS, aims to unite the “broken relationship” between the IT operations staff and the  of software development staff. ” And this because software developers increasingly have to write more code and more and more frequently; and moreover IT. operations, intended to that everything is online and operating 100% of the time as far as possible. DEVOPS prentender harmonize a little relationship.


The idea or better the philosophy of DEVOPS is just a collaborative work as we see in the image of introduction, between operations and software construction. It must include also administrators of system within the development process. You must associate tools for IT., and that whole area can use, view and of course provide:

The explanation could be as well for this example specific and strictly effects of display:

The business user has an application / incident / request about the process of business that belongs. This communicates with a help desk support provided by the technology area, and this in turn creates the log in information technology service management tool. Where appropriate, this shall be assigned to the corresponding Group (administrators, developers, others).

The key here is that they will run the processes of incidents, management of knowledge, or otherwise, as applicable, any responsible for resolving the issue of business. And of course they will be *resolved and shall communicate the resolution to the help desk. And the resolution will be communicated to the user’s business closing so the cycle.

What is meant to show here is that many companies have management of services such as ITIL, is improving. The improvement of the whole area of operations involving the area of development and construction of software.

The Change Management

 For example, traditionally, ITIL change management process tends to be preceded many authorizations, schedules, prioritizations… I.e. it depends in good measure on the human factor. This makes this process “per-sé” always be a bottleneck in the area of IT. and also for the business. “

DEVOPS, can help us here to this typically reactive process, is to just make a collaborative environment between the business and IT. Its main objective could be already with the inclusion of DEVOPS of pre-approval of changes with stakeholders in the areas of business and remove “reject option” for the approval of change. However the owner of the business process could have the possibility that make a request to responsible for the exchange of more information and this in turn the feedback mandatory. Remember that the process of change it aims to minimize or mitigate the disruption of services of IT., to improve the quality of the platform / system / software managed service business.

  • Challenge for the process of change:

A company that integrates operation of IT., DEVOPS will continually deliver service, within the times, deadlines and with the agreed quality. The idea is that most of the IT. changes, pass through the “standard category” as proposed by ITIL.  Another challenge could be, Is there a possibility that there is an automated way of approval of changes?

The Incident Management

We must remember that the main objective of the incident management  according to ITIL, is to return the service the more soon possible. For DEVOPS is similar: return the full functionality of the application developed and productive users.

Normally, it happens that when DEVOPS not integrated to the operations area, incident management systems and platform management does not support the errors that come to the area of development. Then we have to scale up to the area of development and create the incident for this area. Notice how here are 2 incidents processes and act as independent “silos”. And to do so, is this going against the main objective of this process.

The main challenge for incident management is just as integrate efficiently to the development within your tool group and also have a first line of incidents for development attention. So does not seem, this creates camaraderie and fellowship among areas (collaboration environment), allowing that in part responsible for the design and development of applications, understand the impact of their software developed on the platform and create better code and design; on the other hand platform managers will understand as the application inpacta the performance and operation of the business day to day. Within the same tool of management of IT. Services, include tools of monitoring / application performace / bugs, among others, that could help developers to be best in its operation of development.

Knowledge management

The main objective of the knowledge management is to improve efficiency, to reduce the need to re-discover already acquired knowledge.

It has always been a huge challenge for companies based in services technology also to have strong support in information technologies, since it is almost always stored in documents that nobody reads and therefore no one updates. Failure to do so, implies that whenever you pass something, it should return to build documentation… and thus to the passing of the years and the human talent.

It is important that the tool that you have for the management of knowledge, qualify and collaborate all IT. human talent, has a record of actions and similar documentation, when creating it, for both the time to refer to them to resolve concerns, requests, incidents, among others. So the idea is that this process is automated. No matter the phase that is the development (planning, design, development…), will capture all relevant activity to store the knowledge. In this way also test development carried out and at the same time the application created “certifies” created documentation.

Key success factors

Create and define new roles, teams with knowledge and specific skills will be key in the areas of information technology:

Finally a of DEVOPS’ scheme  to include typical phases (planning, design, coding, test, release, deploy, operate, learn), within ITIL might look something like this: