Aligning DevOps and IT Support in the Enterprise, Through Intelligent Swarming




As enterprises transform around software-led innovation, DevOps teams start to need to deal with customer support at scale, while IT Service Management needs to adapt to a new, fast-moving reality of increased developer autonomy and collaboration. One significant challenge is that ubiquitous multi-tiered structure of support team organisation, which, this presentation argues, is fundamentally incompatible with the DevOps philosophy. We propose its replacement with Swarming, a methodology that harnesses and enables the benefits of DevOps, while doing so on an Enterprise support scale.

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Speaker

Jon Hall

 
Jon Hall has worked in the IT service industry for 20 years, with many years in the field consulting on major implementation projects at blue-chip companies. He currently works as a Principal Product ...