How DevOps Thinking Can Improve Service and Support

Defining DevOps has proven to be problematic: It isn’t a framework like ITIL® or a standard like the HDI Support Center Standard. Although many forms of DevOps training sprang up during the past couple of years, there hasn’t been any really authoritative publication about it until the October, 2016 release of The DevOps Handbook by some of the “founding members” of the DevOps community.

Now, DevOps is mentioned everywhere, and has become one of those buzzwords people hear a lot but may not fully understand. This presentation will explore:

• A brief history of DevOps
• Myths about DevOps
• Why DevOps isn’t just about automation
• Why DevOps doesn’t mean ITIL® is dead
• The Three Ways of DevOps
• How support can learn and benefit from DevOps

Who should attend:

• Forward-thinking IT leaders
• Support center directors, managers, and leads who seek to improve processes

About our Speaker

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chiefwriter for blogs and articles. He has a deep background customer service and technical support, as well as small-business consulting. A long-time HDI member before joining the staff, he has also served as president, VP Membership, VP Vendor Relations, and Chapter Advisor for the Northern New England HDI Local Chapter. Roy served as co-facilitator for the DevOps FUSION Pre-Conference in 2015, and as Track Chair for the DevOps and Agile Track at FUSION 16. 

Roy was a model for author Charles Araujo’s CIO Insight series on The Five Traits of the Digital Renaissance Man. He has been named to many “Top” lists, including IT Service Management: Top 100 Influencers and Brands (Onalytica), The 30 Most Influential People in Customer Service (Conversocial), Top 100 Customer Success Influencers (MindTouch), Top 50 Thought Leaders of 2015 (ICMI). 

He studied Advanced Management Strategy at Tulane University’s Freeman Graduate School of Business, and holds HDI certifications as a Support Center Manager (HDI-SCM) and Knowledge-Centered Support Foundation (KCSF). Roy is a member of the National Speakers Association (NSA), and Leaders Excellence at Harvard Square.

Roy is on Twitter @RoyAtkinson and @HDI_Analyst

Special thanks to LinkedIn and Ellie Mae, for hosting our locations for this meeting.

Special thanks to our Februrary Meeting Sponsor CDW