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ITSM Trends Survey 2012: The State of the Dev-Ops Union

ITSM Trends 2012: The State of the Dev-Ops Union In a recent survey at itSMF's FUSION 12 conference in Dallas, Texas, almost 200 conference attendees shared their thoughts on the state of IT Service Management (ITSM) – what's working and what's not, their levels of ITSM process maturity, their biggest challenges and much more. Enterprises no longer look to IT to deliver just "break-fix" services. As many of them shift to conducting business on-line, they rely on IT to provide a new kind of service – delivering and maintaining revenue-generating applications that are increasingly the face of the business. The survey revealed that it's time for organizations to take a more holistic approach to ITSM as prescribed by ITIL v3. In this new on-line world, it's all about Service Transition, rapidly delivering business-enabling services, and that's exactly what's reflected in the results. The survey highlights people, process and system disconnects especially within development and operations organizations that can severely impact an enterprise's ability to rapidly deliver innovative applications and services to stay competitive. The Dev-Ops Blame Game 75% 72% Ops is a Roadblock Dev is not Supportive 75% of those surveyed said that Dev perceives Ops as a roadblock or only somewhat supportive of agile development 72% of the respondents said that Ops sees Dev as either not supportive or only somewhat supportive of their goals 91% The End Result? 91% say their business counterparts don't consider IT to be a true partner Key Drivers of the Dev-Ops Divide Lack of ITSM Process Maturity 36% 64% 42% 71% 56% Change Management Incident Problem Release Request Management Management Management Management Percent of respondents that said their ITSM Processes are manual or not defined Inconsistent and manual IT Service Management (ITSM) processes make it difficult for Dev and Ops to collaborate and rapidly fulfill business requests. Despite the availability of a host of ITSM process frameworks and tools, a large number of enterprises have yet to define and automate core ITSM processes, such as request management. Over 70% indicated that they had poor release management processes. Release management, one of the highest touch points between Dev and Ops, seems to be the least streamlined. While enterprises have automated incident and change management to a large degree, interestingly enough, few have invested in triaging incidents and defining and automating problem management. Disconnected processes limit Dev and Ops' ability to successfully support agile online enterprises. Multiple Disconnected Processes Requests - Incidents 59% While almost every facet of IT service management could do with better process integration, 72% of those surveyed stated that change and release management processes , central to Service Transition as prescribed by ITIL v3, were the most disconnected. These processes should ideally bring Dev and Ops together to speed business AAAAA 63% Incidents - Problems Changes - Problems/ AAASAA 67% Incidents Changes - Releases 23 23 23 2323 232 72% change requests Percent of respondents that said their processes are manual or not integrated Siloed Change and Release Management 29% have poor visibility 801 92% 25% can't address changes quickly enough Have challenges with change and release Lall 25% can't provide accurate status updates management An overwhelming 92% of those surveyed indicate challenges with change and release management. The top three challenges from siloed change and release management were poor visibility into planned application and operational changes, an inability to address change requests fast enough, and not being able to provide their business counterparts with accurate status updates on their requests. Poor Change Impact Analysis 10% 53% 16% Application change impact analysis Limited to no use of a CMDB Infrastructure change impact analysis Over 50% surveyed indicated limited to no use of a Configuration Management Database (CMDB). Only 16% of those surveyed said that they used a CMDB to analyze the impact of changes they made to infrastructure. Only 10% claimed to use their CMDB for application change impact analysis. Top 3 Recommendations for Streamlining Dev and Ops 23 Take stock of your change and release processes. Implement a shared calendar and CMDB. Use a central portal for all requests and updates. Agile enterprises demand that you release new and updated services and applications at the speed at which they get developed. Explore process disconnects particularly in the area of change and release Dev and Ops teams struggle with poor visibility into the available windows for releasing both application and operational changes into production. This impacts their ability to provide their business counterparts with 56% indicated that their request management processes were ill defined and manual. Of those that reported issues with change and release management, 25% stated that they had trouble providing the business with accurate status updates. A unified request center can serve as the single place for all requests and updates. management. Consider automation to reduce missed steps and miscommunication, and help speed change requests from the business. accurate updates. A shared release calendar and CMDB for both Dev and Ops can help IT provide greater visibility for all stakeholders. Winner of Pink Elephant's ITIL Innovation of the Year award, Serena provides solutions to help IT organizations bridge development and IT operations. To find out more, visit serena.com/itsm 9 SERENA

ITSM Trends Survey 2012: The State of the Dev-Ops Union

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In a recent survey at itSMF’s FUSION 12 conference in Dallas, Texas, almost 200 conference attendees shared their thoughts on the state of IT Service Management (ITSM) – what’s working and what�...

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