DevOps

 At  ServiceNow:    
A  Seventeen  Year  Study  Of  High  Performing  Technology  OrganizaAons  

GENE  KIM   SIMON  MORRIS  

IT  RevoluAon       ServiceNow      

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 The  Downward  Spiral…

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 IT  Ops  And  Dev  At  War  

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The  Business  Value  Of  DevOps    
Is  Even  Higher  Than  We  Thought

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 High  Performers  Are  More  Agile  

30xmore frequent
200x
faster lead times than
deployments their peers

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Source: Puppet Labs 2015 State Of DevOps: https://puppetlabs.com/2015-devops-report

 High  Performers  Are  More  Reliable  

60xthe change
168x
faster mean time to
success rate recover (MTTR)

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Source: Puppet Labs 2015 State Of DevOps: https://puppetlabs.com/2015-devops-report

 High  Performers  Win  In  The  Marketplace  

2x more likely to exceed

50%
higher market capitalization
profitability, market share growth over 3 years*
& productivity goals

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Source: Puppet Labs 2014 State Of DevOps

 Lead  Time  =  9  months  

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Source: Damon Edwards (@damonedwards)

 Lead  Time  =  9  months  

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Source: Damon Edwards (@damonedwards)

 Amazon  2010:  
~15K  deploys/day

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Source: John Jenkins, Amazon.com (2011)

 Amazon  2015:
136K  deploys/day

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Source: Ken Exner, Director of Dev Resources, Amazon.com (2015)

 “deploys / day”
“deploys / day / dev”

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 High  (linear)  

deploys / day

Med  

Low  

# of developers
Source: Puppet Labs 2015 State Of DevOps: https://puppetlabs.com/2015-devops-report

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Who  Is  Doing  DevOps?  

• Google,  Amazon,  Ne^lix,  Etsy,  SpoAfy,  Twi`er,  Facebook  …  

• CSC,  IBM,  CA,  SAP,  HP,  Microsod,  New  Relic,  …  
• GE  Capital,  Capital  One,  NaAonwide,  BNP  Paribas,  Amex,  BNY  
Mellon,  MasterCard,  Paychex,  Intuit,  …  
• The  Gap,  Nordstrom,  Macy’s,  Williams-­‐Sonoma,  Target  …  
• General  Motors,  Raytheon,  LEGO,  Bosche  …  
• UK  Government,  US  Department  of  Homeland  Security  …  
• Kansas  State  University…  
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As  Former  Director  of  Development  
at  ServiceNow,    
What  Does  DevOps  Mean  To  You?

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Mantra  
Across  ServiceNow  development,  customer  support  and  site  reliability  engineering  

1.  Resolve  customer  issues  quickly  and  efficiently  when  they  occur  
2.  Prevent  the  same  issue  from  happening  again  
3.  Build  an  incredibly  compelling  product  

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DevOps  has  mulAple  contexts  
•  Infrastructure  deployment  automaAon   •  ApplicaAon  deployment  automaAon  
–  Deploying  100  new  Linux  servers  running  Apache   –  Developers  working  on  new  features  
–  …and  they  all  look  exactly  the  same   –  Checking  in  code,  automated  tesAng    
–  Upgrading  your  MySQL  servers  to  a  new  version  in   –  UpdaAng  your  applicaAon  10  Ames  a  day  
batches  of  10  (…with  rollback)  
–  Puppet  and  Chef  
–  Infrastructure  as  code.  

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DevOps  at  ServiceNow  
•  CharacterisAcs  of  a  DevOps  organisaAon  
–  Common  shared  goals  between  Development  and  OperaAons  
–  Developers  incenAvised  by  the  success  of  operaAonal  metrics  
–  High-­‐levels  of  automaAon  
•  Automated  tesAng  
•  Automated  infrastructure  
•  Automated  deploys  
•  ConAnuous  deployment  

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Tell  Us  About  Your  DevOps  Journey  At  
ServiceNow

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The  DevOps  value  proposiAon  of  ServiceNow  
•  End-­‐to-­‐end  value  stream  in  a  single  system  –  from  idea  to  deploy  
•  Single  system  of  record,  traceability  
•  Visualize  shared  goals  around  successful  change  as  well  as  stability  
•  Integrate  with  best  of  breed  tools  
–  Git,  Jenkins,  Puppet,  Chef  
•  High  levels  of  automaAon  that  can  rely  on  OperaAons  and  Development  data  
•  Agile  values  applied  to  IT  OperaAons  

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DevOps  @  ServiceNow  

ServiceNow  Enterprise  Portal  

Create  Story   Write  Code   Review  Code   Commit   Build/Test   UAT/Deploy  

Code  

So@ware  
Defect    

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The  DevOps  story  
•  The  Development  story  
–  End-­‐to-­‐end  value  stream  from  idea  capture  through  construcAon  and  tesAng  to  a  successful  feature  
deployment  
 
•  The  OperaAons  story  
–  Full  traceability  from  a  reported  defect,  all  the  way  back  through  to  the  line  of  code  that  introduced  
the  problem  

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Where  to  start  today…  

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OperaAonal  metrics  and  process  handoff  

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How  Will  Customers  See  DevOps  In  
ServiceNow  Offerings?

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DevOps  @  ServiceNow  

ServiceNow  Enterprise  
Portal  

Create   Write  Code   Review   Commit   Build/Test   UAT/

Story   Code   Code   Deploy  

So@ware  
Defect    

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Want  More  Learn  More?  
To  receive  the  following:  
 
•  A  copy  of  this  presentaAon  
realgenekim@SendYourSlides.com  
•  The  140  page  excerpt  of  The  Phoenix  Project  
•  Videos  and  slides  from  DevOps  Enterprise  2014  &  
2015   devops  

•  Link  to  the  DevOps  Audit  Defense  Toolkit  

•  One  hour  excerpt  of  The  Phoenix  Project  audiobook  
•  See  early  drads  of  our  upcoming  DevOps  Handbook  
 
Just  pick  up  your  phone,  and  send  an  email:  
 
 To:      realgenekim@SendYourSlides.com  
 Subject:    devops  

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 Take  the  Survey  
Please  take  a  moment  to  complete  a  session  survey  in  the  Knowledge16  app.  

Thank  You  
GENE  KIM   SIMON  MORRIS  
IT  RevoluKon   ServiceNow      
 
 

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