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As VP of Technology Evangelism at WSO2, Chris Haddad raises awareness of Platform as a Service, Cloud Architecture, Service Oriented Architecture, API Management, and Enterprise Integration. Prior to joining WSO2, Haddad’s experience includes building software development teams, contributing to open source, crafting technology roadmaps, leading Gartner research teams, and delivering Software as a Service and Web applications. Chris is a DZone MVB and is not an employee of DZone and has posted 111 posts at DZone. You can read more from them at their website. View Full User Profile

DevOps Ticket Reduction

04.22.2013
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A reduction in DevOps tickets not only drives IT efficiency, but also creates a cultural shift where teams look forward to rapidly achieving accomplishments.  Business stakeholders operate in an agile environment where no change request is too small, and rapidly testing business ideas is the new normal.

As a techie, I like to focus on the technology and IT process side of DevOps; bouncing around terms like ‘infrastructure as code’, ‘automated provisioning’, ‘continuous deployment’, and ‘continuous integration’.   The value-prop is self-evident to me and many of my peers. Yet, for us to change corporate culture and rally around a New IT Plan, the main message focus must not be  ’DevOps for DevOps Itself’, but to create a Responsive IT team that changes business-IT dynamics and accelerates business agility.

DevOps is not about ‘creating a better ALM’, but about working together as a single team, reducing wait times, automating repetitious tasks, and accelerating business innovation iterations.  While the ‘NoOps‘ model is subject to confusion and derision, reducing manual activity and operation desk tickets is a straightforward goal.

Define infrastructure as code, automate manual actions, and create self-service interfaces that take the operator out of the middle.  Teams usually invest a significant amount of work to build a more agile, self-service environment, or they can choose a ready-made DevOps PaaS that can be configured to match their workflow stages, gates, approval processes, and infrastructure templates.

Teams can measure progress by tracking the reduction in DevOps tickets, shorter ticket close average, and increased solution iteration count.

Recommended Reading

DevOps Driven Demand by Dan Ackerson

Accelerate Business Agility with App Factory DevOps PaaS

A New IT Plan: Enterprise DevOps PaaS, API Management, and Ecosystem Platforms

A Path to Responsive IT

Published at DZone with permission of Chris Haddad, author and DZone MVB. (source)

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