Bringing Service Desk and DevOps Together: Yes, It Can Be Done!
summary
TOPdesk replaces dozens of bespoke scripts with a centralized ElectricCloud/CloudBees pipeline and a single release manager, collapsing rollout slack and giving full visibility into stages for all teams. A shared data model and shared release dashboard push DevOps state into the service desk so support sees which component changed yesterday and which version is next. Result: monolithic rollouts drop from ~9 months to 2-week to 15-minute releases, support staff embed into team backlogs and directly influence priorities. The company runs 2,500 SaaS customers and onboards ~60 per month.
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chapters (8)
- 0:00Introduction
- 3:54Breaking service silos
- 8:05DevOps and service desk link
- 11:19Internal gap experiment
- 15:49ElectricCloud release management
- 19:18Radical transparency
- 23:30CloudBees integration steps
- 24:11Conclusion & Q&A
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