The Visible Ops Handbook

Implementing ITIL in 4 Practical and Auditable Steps

Kevin Behr, Gene Kim, George Spafford

Publisher: IT Process Institute, 2005, 108 pages

ISBN: 0-9755686-1-2

Keywords: Information Systems, DevOps

Last modified: June 14, 2015, 12:13 a.m.

The 4 Steps

  • Step 1: Stabilize the Patienty
  • Step 2: Catch & Release and Find Fragile Artifacts
  • Step 3: Establish Repeatable Build Library
  • Step 4: Enable Continuous Improvement
  • Introduction
    • Something Must Need Improvement — Otherwise, Why Read This?
    • What You Do And Do Not Need To Know
    • Structure Of The Book
    • Visible Ops
    • History Of Visible Ops
    • Common Characteristics Of High-Performing IT Organizations
    • The Server/SysAdmin Ratio: What It Is And What It Isn't
    • Cultures Common To The High-Performing IT Organizations
    • ITIL Processes Common To The High Performers
    • Visible Ops: How High Performers Went From "Good To Great"
    • Visible Ops — Key Characteristics
    • Facilitating A Productive Working Relationship Between IT Operations, Security And Audit
    • An Overview Of The Four Visible Ops Phases
    • Visible Ops In Detail
  • Phase One: "Stabilize The Patient" And "Modify First Response"
    • Issues And Indicators
    • Stabilize The Patient
    • Electrify The Fence
    • Electrifying The Fence: A Cautionary Tale
    • Modify First Response: The Catalytic Key
    • Create The Change Team
    • Create A Change Request Tracking System
    • Start Weekly Change Management Meetings (To Authorize Change)
    • And Daily Change Briefings (To Announce Changes)
    • Deal With Old Business
    • Deal With New Business
    • Miscellaneous Change Management Do's And Don'ts
    • The Spectrum Of Change
    • Top Reasons That Change Management Initiatives Fail
    • What You Have Built And What You Will Likely Hear
    • Helpful Tips When Preparing for an Audit
  • Phase Two: "Catch & Release" And "Find Fragile Artifacts" Projects
    • Issues And Indicators
    • Implement  A "Catch & Release" Project
    • Find Fragile Artifacts
    • Prevent Further Configuration Mutation
    • What You Have Built And What You Will Likely Hear
    • Helpful Tips When Preparing for an Audit
  • Phase Three: Create A Repeatable Build Library
    • Issues And Indicators
    • Create A Release Management Team
    • Create A Repeatable Build Process
    • Create And Maintain The Definitive Software Library (DSL)
    • Generate The DSL Approvals Process
    • Place Repeatable Builds Into The DSL
    • Create An Acceptance Process Contract
    • Moving From Production Acceptance To Deployment
    • Define Production Plan For Patching And Release Refresh
    • Close The Loop Between Production And Pre-Production
    • What You Have Built And What You Will Likely Hear
    • Helpful Tips When Preparing for an Audit
  • Phase Four: Continual Improvement
    • Metrics And How To Use Them
    • Release Metrics
    • Controls Metrics
    • Resolution Metrics
    • Other Improvement Points
    • Controls Improvement Points
    • Resolution Improvement Points
    • A Caution About Automation
    • What You Have Built And What You Will Likely Hear
  • Summary
  • IT Process Institute (ITPI)
  • Appendix A: Preparing For IT Audits
    • Controls 101
    • Auditors — Internal And External
    • The Sarbanes-Oxley Act Of 2002
    • Increasing Your "Auditability"
    • Auditor Red Flags And Indicators
  • Appendix B: The Change and Patch Management Guide: By The Institute Of Internal Auditors
    • Why the CAE Must Be Involved In Controlling Change And Patch Management
    • Poor Change Management Can Be Quickly Identified
    • Understanding: How IT Change Is Effectively Managed
    • The Top Five Steps To Reduce IT Change Risks
    • The Internal Auditor's Role
  • Appendix C: The Information Technology Infrastructure Library (ITIL)
  • Appendix D: Focusing Efforts With Benchmark Results
  • Appendix E: Glossary
  • Appendix F: CMDB Table Structure
  • Appendix H: High-Performing IT Organizations: What You Need to Change to Become One


The Visible Ops Handbook

Reviewed by Roland Buresund

OK ***** (5 out of 10)

Last modified: June 14, 2015, 12:13 a.m.

An extremely short book, that tries to explain why ITIL is a good idea

Not bad, but mostly a nice marketing read, with some OK content


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