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.
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 Manager for BMC Remedy, where he is a passionate advocate for user-experience-led design thinking. He is also a firm DevOps advocate, who is focused on the alignment of enterprise-scale customer service with the new era of software development and innovation. He lives in Deal, Kent