ITSM lived, ITSM will live, ITSM will live

    Do you live by ITIL? Perhaps, keep on the tables a closed four-volume edition of 2000 pages in total, wear the coveted badge and use the best practices? We are 99% sure that this is not about you. But the fact that you constantly use ITSM elements in the administration of IT infrastructure and in dealing with incidents is a fact, even if you yourself do not suspect it. And this is done by hundreds of companies, from giants such as Russian Railways to small firms. And they get together and share their experience, which is ultimately broadcast to hundreds of other companies and makes life easier for system administrators. To do this, there is an annual ITSMF conference - we were there, listening and discussing reports, conducting intelligence work on the competitors' standsfriendly dialogues, but at the same time we recorded a lot and took some pictures - especially for Habr. Valuable insiders, news and just fun moments are inside.

    ITIL is dead, long live ITIL

    The ITIL spirit hovers over the entire conference space, and this cannot be taken away - among the crowd you can meet people with the coveted green badge, the ITIL founding fathers, gurus and world-class experts. But this year was a little sad and at the same time optimistic.

    Undoubtedly, the best practices drawn up in the four-volume volume updated every 10 years have no chance in the modern world of explosive development of IT to be something more than a fetish and a research subject. That is, the practical value is lost day after day. And it was amazing and at the same time nice to hear from the legendary Roman Zhuravlev from AXELOS not the words of endless praise and exaltation of ITIL, but an honest admission that things are not going as they should. The novel indicated that we live in a seriously ill market with many problems, and the community faces a task that is familiar with the wording, but fresh in content: make ITIL great again.

    Indeed, the ITIL library is an imperfect product, released 2000 pages 10 years ago, and in some ways it is hopelessly outdated. And the format of the 4-volume book itself is inconvenient for perception. Moreover, even the certification scheme is complex and confusing, which makes it a commercially inefficient product. Yes, and the users themselves had a hand in the ITIL disease:

    • we have cultivated a cargo cult: if nothing helps, we urgently introduce ITIL or DevOps - oh, and they did not help, complete disappointment, we refuse them;
    • trainers read in the dungeons of corporations beautiful slides about DevOps and ITIL with the words "digital transformation" on everyone;
    • top managers who refused to methodologies of gradual implementation and long-term development did not lag behind, since their goal is cash bonuses according to the results of the year in the very short term.

    So, it was decided to cut to hell to change ITIL.

    Roman Zhuravlev knows what ITIL should be. And we believe - it will be so!

    The community has a need to change ITIL and make the accumulated experience demanded by modern specialists. In particular, it is proposed to share tips and strict rules, translate the library of best practices into an electronic format, and optimize the certification scheme. They promise that the first data on the changes will come to the community at the beginning of 2018. The winter is coming.

    Trends however

    We split up to attend as many presentations as possible, and sometimes even moved from room to room during performances. And it turned out to be effective - we exchanged observations, put together theses and trends, and as a result we got a lot of interesting observations.

    Quote from the speaker:
    “Accountants are sad women, they’re sitting all day with numbers .

    • Several times at the stands and in the reports, the idea was voiced that ITSM-software should not chase, first of all, for beautiful interfaces, but for functional content. The system administrator and network engineer are most of all interested in how the ticket and flat are designed for the program itself. It is much more important that the windows allow you to quickly work with data and be informative.

      White and fluffy tech support
    • There should be end-to-end integration of services that are used in the company. Without end-to-end integration, you won’t be able to do full automation. But the words that everything that has been done at least three times should be automated were heard by many speakers and insiders
    • The result of automation should be the formation of the process as an object of management - a representative of Raiffeisenbank told about this in his report on DevOps and Agile. The report was impressive: somehow you do not expect such a flexible structure as a bank of such flexible and advanced methodologies. The speaker was categorical: "Everything that we do more than once, we automate." One of the components of the success of the bank in this difficult field was continuous training: a few monitoring specialists are introduced into teams, train and return to their work. Thus, teams gain valuable knowledge and do not overload specialists.
    • All departments should be interested in ITSM projects. If this does not happen, the IT department must work out the interactions.

      Slide about sore - how IT goes to bookkeeping for a visit
    • By the way, about training and qualifications were mentioned in almost every report. First of all, the point was that specialists should have expert experience in many areas at once in order to replace colleagues or cover complex processes in institutions such as banks. A mixture of competencies should take place - specialists in the new era are in demand, able to work at the intersection of organizational structure, processes and technologies.
    • In addition to hardware and software assets, another type was clearly identified: IT systems. These are combinations of the first two types plus documentation and processes related to hardware and software.
    • Incidents are normal, you should not be afraid of them, but you need to be able to draw conclusions and find the root causes. Experts have exactly two assistants on the way to working with incidents: good software and analytics, which is collected in it. We are looking at our new Alloy Navigator 8.0 and fully agree with this thesis.

    Quote from the speaker:
    “Today I’ll break my legs so that tomorrow I won’t go anywhere .

    Practically valuable report from Sberbank

    In each of the reports that we visited, there was a maximum of practice, a minimum of theory and advertising. But the report of the head of the IT infrastructure monitoring department of Sberbank-Technology Sergey Prutsky turned out to be the most practically valuable, concise and cool. He talked about seven taboos when building a system for monitoring IT infrastructure in a company and called them “seven NOTs”. Let us dwell on the report in more detail, comment on each principle, since this is really a take-and-do story.

    DO NOT engage in the implementation of a monitoring system - the system alone does not solve anything, the organization of processes decides. If you put the most sophisticated system, and the processes are not debugged, the result will be negative.

    The title sponsor of espionage slides - an uncomfortable place in the back of the room

    The integrator will NOT do all the work for you. Perhaps this is the most exciting we point out of seven - the fact that the representatives of business often believe in a magic pill (the system itself) and a smart uncle (vendor), which together have to solve all the problems. However, no one knows better than you all the nuances and problems of your IT infrastructure, which means that the success of the monitoring system largely depends on you.

    DO NOT confuse the monitoring and administration of IT infrastructure. Indeed, monitoring is a set of processes for monitoring the state of infrastructure, and administration is the work of designing, creating, developing, updating, maintaining, etc.

    DO NOT assume that your subordinates will use monitoring if you do not consume the results of its work. If management has implemented monitoring as a formality, then employees will not regard it as an important tool of work. Be sure to remain interested in the implemented project and the results of its work - especially since a properly configured and managed monitoring system helps save on costs.

    DO NOT force employees to work with the monitoring system - motivate them.

    During testing, DO NOT concentrate on checking the functionality of the monitoring system.

    Monitoring will NOT start to be beneficial until you start working with it and adapt it to your needs.

    And the second sponsor of spy slides is the conflict between the monitor and Canon-a

    Why are we there?

    “Our team often takes part in various conferences related to the ITSM-theme,” we would like to write in this paragraph. But often it doesn’t work out - because there are only two major conferences in Russia (in spring and autumn), and not so many in the world. Nevertheless, we are going and going, with or without a stand (as this time). Firstly, we make the world's best IT infrastructure management systems Alloy Navigator and Alloy Discovery, and we are interested in telling about them and learning from the experience of the participants. And secondly, our team is impressed that competitors do not have hunts at these conferences, there is no desire to live up to a banquet, but there is a constant exchange of experience and, as they say, its own atmosphere.

    1. Almost all participants are “in the topic”: they are representatives of vendors, system administrators, economists (and this is important - an indicator that companies are learning how to properly manage the cost of IT infrastructure), developers, technical directors, customers, etc.
    2. ITSMF reports consist of insights, insights, practice, and mastery secrets. There is a minimum of advertising - usually advertising is placed on stands or in the form of sponsorship sections. But, of course, there are exceptions - not particularly offensive.
    3. At the conference you can meet completely unexpected and very high-ranking people, make acquaintance with them, try to lobby business interests.

      Founder of the ITIL library, absolutely amazing DR. DON PAGE, ITSM Strategic Director
    4. All competitors represented at the stands communicate with each other, ask about updates, collect materials, learn from the experience and are not afraid of this process.
    5. At the stands you can see the software in the work, ask the experts exactly the questions (we have nothing against the long-legged beauties at the stands, but this is not the situation) and even agree on cooperation and special conditions for purchasing the software.

    And this is us - a small part of the Alloy Software team delegated to ITSMF.

    In general, the conference at first glance seems too serious and abstruse, very different from what the programmers are used to. But after spending a day there, you understand that the time was not wasted in vain, the hook from St. Petersburg to Moscow is justified, and every minute of being in the ITSMF space is a business minute. No games, enticements, puzzles - only ITSM-hardcore.

    Make ITSM, not fail.

    Here's a direct proof that ITSM is a cake, and what more!

    Only registered users can participate in the survey. Please come in.

    What about ITSM in your company?

    • 22.9% Everything according to Feng Shui: all processes are under control, incidents, tickets, trained users to execute everything 25
    • 6.4% Only ITAM - we follow licenses and software more than 7
    • 49.5% Admin as admin, with a tambourine and intuition 54
    • 21.1% What? 23

    Do you use specialized software to monitor and manage your IT infrastructure?

    • 34.6% Yes, vendor software 34
    • 24.4% Yes, own development 24
    • 12.2% No, expensive 12
    • 10.2% No, not necessary 10
    • 18.3% No, but you need 18

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