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Lean DevOps: A Practical Guide to On Demand Service Delivery, 1st edition
Published by Addison-Wesley Professional (July 25, 2022) © 2023
- Robert Benefield
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Lean DevOps offers a practical approach for implementing the principles and practices needed to enable DevOps within organizations large or small.
Robert Benefield draws on decades of in-the-trenches experience building and leading IT teams from start-ups to giant multinationals, including the first software-as-a-service providers, leading investment banks, and highly-regulated telecom and energy utilities. Using real world examples, he shows how applying agile and lean manufacturing techniques within a DevOps context can dramatically improve speed, quality, and business insight for outmaneuvering the competition.
Readers will learn how to respond to the transformational impact of companies like Amazon and Netflix, who are offering services faster, cheaper, and with higher quality and innovation, while disrupting foundational concepts of IT infrastructure, software, and service delivery.
Benefield shows how to apply agile practices such as Scrum and Kanban in running and managing software, offering actionable advice for integrating popular agile practices such as continuous delivery with DevOps, and gaining more value from all of them. He shares both the "Big Picture" to help readers plan and begin their journeys, and specific tips to use every step of the way.
- Powerful visual management techniques for improving the speed and quality of IT service delivery and the transparency and effectiveness of IT teams
- Expert real-world insights for managing unplanned work and work in progress
- Up-to-date guidance on successfully integrating IT run practices with Agile and Kanban methods
- Better ways to strengthen connections between IT and customers
Introduction 1
Chapter 1: The Problem with IT Service Delivery 7
Approach #1: Reduce Delivery Friction 9
   The Downsides of Targeting Delivery Friction 11
Approach #2: Managing Service Delivery Risk 12
   The Downsides of Targeting Service Delivery Risk 14
   The Essence of Delivery 15
Beginning the DevOps Journey 17
Summary 18
Chapter 2: How We Make Decisions 21
Examining the Decision-Making Process 22
Boyd and the Decision Process 23
The OODA Loop 26
The Ingredients of Decision Making 29
   Ingredient 1: The Target Outcome 30
   Delivering Measures over Outcomes 36
   Ingredient 2: Friction Elimination 39
   Ingredient 3: Situational Awareness 42
   The Challenge of Trust 44
   The Fragility of Mental Models and Cognitive Biases 45
   Ingredient 4: Learning 48
   Failing to Learn 48
The Pathway to Improved Decision Making 53
Summary 54
Chapter 3: Mission Command 55
The Origins of Mission Command 56
   Learning How to Lead Effectively the Hard Way 57
Managing Through Unpredictability 58
   Knowledge and Awareness Weaknesses 59
   Misalignments 60
   Misjudgment of Ecosystem Complexity 61
The Anatomy of Mission Command 62
Commander's Intent 63
   Brief 66
   Situational Overview 67
   Statement of the Desired Outcome or Overall Mission Objective 67
   Execution Priorities 67
   Anti-Goals and Constraints 68
Backbriefing 69
Einheit: The Power of Mutual Trust 71
   Creating Einheit in DevOps 74
   Continual Improvement 75
   Staff Rides 78
   After Action Reviews 79
Organizational Impacts of Mission Command 80
Summary 81
Chapter 4: Friction 83
Understanding Ohno's Forms of Waste 84
   Muda (Pure Waste) 86
   Muri (Overburden) 109
   Mura (Fluctuation and Irregularity) 113
See the Whole 125
Summary 126
Chapter 5: Risk 127
Cynefin and Decision Making 128
   Ordered Systems 131
   Unordered Systems 134
Reimagining Risk Management 143
   Have Clear and Understood Target Outcomes 144
   Make the Best Choice the Easiest Choice 145
   Continually Improve Ecosystem Observability 147
Summary 151
Chapter 6: Situational Awareness 153
Making Sense of Our Ecosystem 154
The Mental Model 157
   The Problems with Mental Models 158
Cognitive Bias 161
Gaining Better Situational Awareness 163
Framing 164
   Finding and Fixing Framing Problems 165
Information Flow 169
   Why Ecosystem Dynamics Matter 169
   Meeting Your Information Flow Needs 172
Analysis and Improvement 181
Summary 182
Chapter 7: Learning 183
The Emergence of Skills Attainment Learning 184
   The Rise of the One Right Way 186
Outcome-Directed Learning 188
Creating a Learning Culture 191
Day-to-Day Kata 191
   Improvement and Problem-Solving Kata 192
   The Coaching Practice 193
Summary 195
Chapter 8: Embarking on the DevOps Journey 197
The Service Delivery Challenge 204
   Traditional Delivery Fog in the Service World 205
   The Challenge of the "ilities" 207
The Path to Eliminating Service Delivery Fog 209
   The Role of Managers in Eliminating Service Delivery Fog 210
   Identifying What You Can or Cannot Know 214
   Ways the Team Can Eliminate Service Delivery Fog 219
Summary 220
Chapter 9: Service Delivery Maturity and the Service Engineering Lead 221
Modeling Service Delivery Maturity 223
   The Example of Measuring Code Quality 224
   Service Delivery Maturity Model Levels 225
   Service Delivery Maturity Areas of Interest 228
   Configuration Management and Delivery Hygiene 232
   Supportability 235
   Single Point of Failure Mitigation and Coupling Management 239
   Engagement 241
The Service Engineering Lead 243
   Why Have a Separate Rotating Role? 244
   How the SE Lead Improves Awareness 246
   Organizational Configurations with the SE Lead 248
Challenges to Watch Out For 250
   Incentivizing Collaboration and Improvement 251
   Developers Running Production Services 253
   Overcoming the Operational Experience Gap 254
Summary 256
Chapter 10: Automation 257
Tooling and Ecosystem Conditions 258
Building Sustainable Conditions 260
   5S 261
   Seeing Automation 5S in Action 278
Tools & Automation Engineering 283
   Organizational Details 285
   Workflow and Sync Points 285
Summary 287
Chapter 11: Instrumentation and Observability 289
Determining the "Right" Data 291
   Know the Purpose and Value 293
   Know the Audience 297
   Know the Source 302
Making the Ecosystem Observable 307
   Instrumenting for Observability 310
   Instrumenting Development 310
   Instrumenting Packaging and Dependencies 314
   Instrumenting Tooling 316
   Instrumenting Environment Change and Configuration Management 317
   Instrumenting Testing 319
   Instrumenting Production 320
   Queryable/Reportable Live Code and Services 321
   Presenting Task, Change, Incident, and Problem Records Together 321
   Environment Configuration 322
   Logging 323
   Monitoring 324
   Security Tracking and Analysis 325
   Service Data 326
Pulling It All Together 327
   Instrumenting a Wastewater Ecosystem 328
   Instrumenting an IT Ecosystem 331
Summary 333
Chapter 12: Workflow 335
Workflow and Situational Awareness 336
Managing Work Through Process 337
Managing Work Organically 339
The Tyranny of Dark Matter 340
   Learning to See the Disconnects in Action 343
   Resolving Disconnects by Building Context 347
Visualizing the Flow 349
   Workflow Board Basics 351
   State Columns 352
   State Columns for Operations 353
   Swim Lanes 355
Task Cards 358
Preventing Dark Matter 359
Using the Board 362
Seeing the Problems 363
Limiting Work in Progress 365
The Limits of a Workflow Board 367
   Managing the Board 367
   Managing Flow and Improvement 368
Summary 368
Chapter 13: Queue Master 371
An Introduction to the Queue Master 372
   Role Mechanics 374
    "Follow the Sun" Queue Mastering 384
Queue Master Rollout Challenges 389
   Team Members Don't See the Value 389
   More Traditionally Minded Managers Thwarting Rollout 390
   Pushy Queue Masters 391
   Junior Team Members as Queue Masters 391
   Queue Masters Who Struggle to Lead Sync Points 394
Summary 394
Chapter 14: Cycles and Sync Points 395
Inform, Align, Reflect, and Improve 396
   Top-Down Alignment Control Approach 397
   Alignment Through Iterative Approaches 397
Service Operations Synchronization and Improvement 400
   The Tactical Cycle 400
Important Differences Between Kickoffs and
Sprint Planning 404
   Daily Standup 408
   Retrospective 411
   General Meeting Structure 413
The Learning and Improvement Discussion 415
   The Strategic Cycle 421
Strategic Review 424
   General Review Structure 426
   A3 Problem Solving for the Strategic Review 427
Summary 432
Chapter 15: Governance 433
Factors for Successful Governance 434
   Meeting Intent 435
   No Target Outcome Interference 437
   Maintain Situational Awareness and Learning 438
Common Governance Mistakes 440
   Poor Requirement Drafting and Understanding 440
   Using Off-the-Shelf Governance Frameworks 445
   Out-of-the-Box Process Tooling and Workflows 450
Tips for Effective DevOps Governance 453
   Understand Governance Intent 454
   Make It Visible 454
   Propose Reasonable Solutions 456
   Automation and Compliance 458
   Be Flexible and Always Ready to Improve 458
Summary 460
Appendix 461
9780133847505Â Â TOCÂ Â 6/7/2022
Chapter 1: The Problem with IT Service Delivery 7
Approach #1: Reduce Delivery Friction 9
   The Downsides of Targeting Delivery Friction 11
Approach #2: Managing Service Delivery Risk 12
   The Downsides of Targeting Service Delivery Risk 14
   The Essence of Delivery 15
Beginning the DevOps Journey 17
Summary 18
Chapter 2: How We Make Decisions 21
Examining the Decision-Making Process 22
Boyd and the Decision Process 23
The OODA Loop 26
The Ingredients of Decision Making 29
   Ingredient 1: The Target Outcome 30
   Delivering Measures over Outcomes 36
   Ingredient 2: Friction Elimination 39
   Ingredient 3: Situational Awareness 42
   The Challenge of Trust 44
   The Fragility of Mental Models and Cognitive Biases 45
   Ingredient 4: Learning 48
   Failing to Learn 48
The Pathway to Improved Decision Making 53
Summary 54
Chapter 3: Mission Command 55
The Origins of Mission Command 56
   Learning How to Lead Effectively the Hard Way 57
Managing Through Unpredictability 58
   Knowledge and Awareness Weaknesses 59
   Misalignments 60
   Misjudgment of Ecosystem Complexity 61
The Anatomy of Mission Command 62
Commander's Intent 63
   Brief 66
   Situational Overview 67
   Statement of the Desired Outcome or Overall Mission Objective 67
   Execution Priorities 67
   Anti-Goals and Constraints 68
Backbriefing 69
Einheit: The Power of Mutual Trust 71
   Creating Einheit in DevOps 74
   Continual Improvement 75
   Staff Rides 78
   After Action Reviews 79
Organizational Impacts of Mission Command 80
Summary 81
Chapter 4: Friction 83
Understanding Ohno's Forms of Waste 84
   Muda (Pure Waste) 86
   Muri (Overburden) 109
   Mura (Fluctuation and Irregularity) 113
See the Whole 125
Summary 126
Chapter 5: Risk 127
Cynefin and Decision Making 128
   Ordered Systems 131
   Unordered Systems 134
Reimagining Risk Management 143
   Have Clear and Understood Target Outcomes 144
   Make the Best Choice the Easiest Choice 145
   Continually Improve Ecosystem Observability 147
Summary 151
Chapter 6: Situational Awareness 153
Making Sense of Our Ecosystem 154
The Mental Model 157
   The Problems with Mental Models 158
Cognitive Bias 161
Gaining Better Situational Awareness 163
Framing 164
   Finding and Fixing Framing Problems 165
Information Flow 169
   Why Ecosystem Dynamics Matter 169
   Meeting Your Information Flow Needs 172
Analysis and Improvement 181
Summary 182
Chapter 7: Learning 183
The Emergence of Skills Attainment Learning 184
   The Rise of the One Right Way 186
Outcome-Directed Learning 188
Creating a Learning Culture 191
Day-to-Day Kata 191
   Improvement and Problem-Solving Kata 192
   The Coaching Practice 193
Summary 195
Chapter 8: Embarking on the DevOps Journey 197
The Service Delivery Challenge 204
   Traditional Delivery Fog in the Service World 205
   The Challenge of the "ilities" 207
The Path to Eliminating Service Delivery Fog 209
   The Role of Managers in Eliminating Service Delivery Fog 210
   Identifying What You Can or Cannot Know 214
   Ways the Team Can Eliminate Service Delivery Fog 219
Summary 220
Chapter 9: Service Delivery Maturity and the Service Engineering Lead 221
Modeling Service Delivery Maturity 223
   The Example of Measuring Code Quality 224
   Service Delivery Maturity Model Levels 225
   Service Delivery Maturity Areas of Interest 228
   Configuration Management and Delivery Hygiene 232
   Supportability 235
   Single Point of Failure Mitigation and Coupling Management 239
   Engagement 241
The Service Engineering Lead 243
   Why Have a Separate Rotating Role? 244
   How the SE Lead Improves Awareness 246
   Organizational Configurations with the SE Lead 248
Challenges to Watch Out For 250
   Incentivizing Collaboration and Improvement 251
   Developers Running Production Services 253
   Overcoming the Operational Experience Gap 254
Summary 256
Chapter 10: Automation 257
Tooling and Ecosystem Conditions 258
Building Sustainable Conditions 260
   5S 261
   Seeing Automation 5S in Action 278
Tools & Automation Engineering 283
   Organizational Details 285
   Workflow and Sync Points 285
Summary 287
Chapter 11: Instrumentation and Observability 289
Determining the "Right" Data 291
   Know the Purpose and Value 293
   Know the Audience 297
   Know the Source 302
Making the Ecosystem Observable 307
   Instrumenting for Observability 310
   Instrumenting Development 310
   Instrumenting Packaging and Dependencies 314
   Instrumenting Tooling 316
   Instrumenting Environment Change and Configuration Management 317
   Instrumenting Testing 319
   Instrumenting Production 320
   Queryable/Reportable Live Code and Services 321
   Presenting Task, Change, Incident, and Problem Records Together 321
   Environment Configuration 322
   Logging 323
   Monitoring 324
   Security Tracking and Analysis 325
   Service Data 326
Pulling It All Together 327
   Instrumenting a Wastewater Ecosystem 328
   Instrumenting an IT Ecosystem 331
Summary 333
Chapter 12: Workflow 335
Workflow and Situational Awareness 336
Managing Work Through Process 337
Managing Work Organically 339
The Tyranny of Dark Matter 340
   Learning to See the Disconnects in Action 343
   Resolving Disconnects by Building Context 347
Visualizing the Flow 349
   Workflow Board Basics 351
   State Columns 352
   State Columns for Operations 353
   Swim Lanes 355
Task Cards 358
Preventing Dark Matter 359
Using the Board 362
Seeing the Problems 363
Limiting Work in Progress 365
The Limits of a Workflow Board 367
   Managing the Board 367
   Managing Flow and Improvement 368
Summary 368
Chapter 13: Queue Master 371
An Introduction to the Queue Master 372
   Role Mechanics 374
    "Follow the Sun" Queue Mastering 384
Queue Master Rollout Challenges 389
   Team Members Don't See the Value 389
   More Traditionally Minded Managers Thwarting Rollout 390
   Pushy Queue Masters 391
   Junior Team Members as Queue Masters 391
   Queue Masters Who Struggle to Lead Sync Points 394
Summary 394
Chapter 14: Cycles and Sync Points 395
Inform, Align, Reflect, and Improve 396
   Top-Down Alignment Control Approach 397
   Alignment Through Iterative Approaches 397
Service Operations Synchronization and Improvement 400
   The Tactical Cycle 400
Important Differences Between Kickoffs and
Sprint Planning 404
   Daily Standup 408
   Retrospective 411
   General Meeting Structure 413
The Learning and Improvement Discussion 415
   The Strategic Cycle 421
Strategic Review 424
   General Review Structure 426
   A3 Problem Solving for the Strategic Review 427
Summary 432
Chapter 15: Governance 433
Factors for Successful Governance 434
   Meeting Intent 435
   No Target Outcome Interference 437
   Maintain Situational Awareness and Learning 438
Common Governance Mistakes 440
   Poor Requirement Drafting and Understanding 440
   Using Off-the-Shelf Governance Frameworks 445
   Out-of-the-Box Process Tooling and Workflows 450
Tips for Effective DevOps Governance 453
   Understand Governance Intent 454
   Make It Visible 454
   Propose Reasonable Solutions 456
   Automation and Compliance 458
   Be Flexible and Always Ready to Improve 458
Summary 460
Appendix 461
9780133847505Â Â TOCÂ Â 6/7/2022
Robert Benefield is an experienced technical leader who has decades of experience delivering robust on-demand services to solve hard problems in demanding ecosystems including banking and securities trading, medical and pharmaceutical, energy, telecom, government, and Internet services. His continual eagerness to learn and work with others to make a difference has taken him from building computers and writing code in the early days of the Internet at Silicon Valley startups to the executive suite in large multinational companies. He shares his unique experience in the hopes that others can continue to build on it without having to collect quite as many scars along the way.
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