Home > Store

Lean DevOps: A Practical Guide to On Demand Service Delivery

Register your product to gain access to bonus material or receive a coupon.

Lean DevOps: A Practical Guide to On Demand Service Delivery

Best Value Purchase

Book + eBook Bundle

  • Your Price: $51.04
  • List Price: $87.98
  • Includes EPUB and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    Adobe Reader PDF The popular standard, used most often with the free Acrobat® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

More Purchase Options


  • Your Price: $35.99
  • List Price: $44.99
  • Usually ships in 24 hours.

eBook (Watermarked)

  • Your Price: $34.39
  • List Price: $42.99
  • Includes EPUB and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    Adobe Reader PDF The popular standard, used most often with the free Acrobat® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.



  • 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


  • Copyright 2023
  • Dimensions: 7-3/8" x 9-1/8"
  • Pages: 496
  • Edition: 1st
  • Book
  • ISBN-10: 0-13-384750-0
  • ISBN-13: 978-0-13-384750-5

Deliver Any Service Far More Effectively, Based on What Customers Really Want

As service stacks grow more complex, it becomes even tougher to deliver on-demand IT services that meet customers' expectations for speed, consistency, reliability, security, privacy, and value. Layering on new cloud technologies, architectural approaches, or methodologies can aggravate the problem by widening the gap between what delivery teams think they're delivering and what customers actually experience. In Lean DevOps, technical leader Robert Benefield helps you escape this spiral, reverse bad habits, and regain the situational awareness you need to deliver the right services in the right way.

Writing for delivery team members and their leaders, Benefield shows how to improve information flow throughout your organization, so you can move toward your customers' target outcomes. He identifies problems arising from traditional approaches to managing teams, debunks excuses often used to prevent progress, and offers realistic recommendations for everything from requirements to incentives.

* Understand key dynamics that impact service delivery, and avoid focusing on the wrong issues
* Give your delivery teams stronger abilities to learn and improve
* Improve team maturity and implement prerequisites for effective use of automation and AI/ML
* Optimize key service delivery elements, from instrumentation to queue masters and cycles
* Organize and manage workflows more effectively
* Handle governance associated with internal controls and external legal/regulatory requirements
* Leverage the power of Lean and Mission Command to accelerate innovation, empower subordinates, and drive the outcomes you want

Sample Content

Online Sample Chapter

The OODA Loop and Decision Making

Sample Pages

Download the sample pages (includes Chapter 2)

Table of Contents

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

9780133847505   TOC   6/7/2022


Submit Errata

More Information

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020