Ranger4 DevOps Blog

#DevOpsFriday5 with Claire Agutter

Posted by Priyanka Jain on Fri, Jan 29, 2016 @ 14:01 PM

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It's the Ranger4 #DevOpsFriday5 series - today's contributor is Claire Agutter. She's DevOpstastic!

1) How would you describe the relationship between DevOps, Agile and ITIL?

DevOps, Agile and ITIL are all part of the tool box that helps service providers deliver their ultimate goal – business value.  ITIL has historically been strong in process development and implementation, making sure repeated tasks are carried out in a structured way and can be measured and improved. Agile and DevOps help to keep us focused and identify where we have too much process rather than just enough.

We’re seeing organisations draw on more and more tools to improve how they work, as business expectations for quality and speed increase.

2) Can you describe what DevOps looks like when it’s ‘done’?

Is DevOps ever really done!? That’s a good question. To me, DevOps is about working in a culture that is always looking for improvements, so there isn’t a state of ‘done’ that will allow everyone to stop and pat themselves on the back. 

The closest an organisation can come to calling DevOps ‘done’ is to have implemented that culture change. When everyone understands that improving daily work is more important than doing daily work, we’re getting there.

3) What do you think are the key metrics for DevOps?

The key metrics for DevOps are going to vary from organisation to organisation.  What does the business want?  How are we delivering it? Those are the things we need to measure. For some organisations that might be speed of releases, or it might be quality of releases, or it might be something completely different.  If we don’t understand the business goals and link them to our operational metrics, the figures we produce won’t matter.

4) What attributes constitute a culture embracing DevOps?

For me, a DevOps culture is about trust, openness and continual improvement.  Without empowered, high performing teams we won’t succeed, and we need a culture that accepts that we can always get better.  This is a big challenge for many of the organisations I work with.  They aren’t used to high trust, low blame ways of working and this can feel threatening at first.

5) Is Continuous Delivery the ultimate goal of DevOps? How do other ‘Continuouses’ (continuous deployment, testing, improvement etc) contribute in a DevOps transformation?

From my service management perspective, the ultimate goal of DevOps is whatever the business wants it to be.  Continuous delivery is a big part of DevOps, but it’s dangerous to focus on what might be seen as an internal, IT metric.  I believe the ultimate goal for DevOps is to deliver the right service, at the right time, at the right level of quality. 

About Claire:


Claire Agutter is the lead tutor for ITSM Zone, providers of high quality, accredited online training for IT professionals. Claire uses her background in operations and consultancy to blend old and new best practice to give organisations the tool kit they need to deliver business value.  From ITIL to DevOps, OBASHI and Agile Service Management, Claire believes in sharing knowledge and experience between organisations, and hosts the popular ITSM Crowd hangouts that provide practical advice to ITSM professionals around the world. 

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Topics: DevOps