It was not that long ago when the thought of an ITSM upgrade generated a feeling of dread amongst ITSM administrators. The thought of a seamless ITSM upgrade, that too without any down time was deemed far fetched.
From that state we came a long way by delivering three Helix ITSM production upgrades with Zero Down Time this past weekend , 06/21/2020.
This was possible due to tremendous collaboration between SaaS upgrade team, SaaS operations , Helix ITSM R&D and DevOps team members.
The building blocks that enabled this tremendous accomplishment are
> ITSM Architecture simplification, going from a monolithic architecture to a service oriented container model.
> Centralized configuration, moving configuration from files to a centralized system.
> Deployment Manager, a D2P package mechanism to publish and deploy ITSM content via packages that allowed Zero down time update and full rollback capability.
> Automation framework that enabled customers and partners to extend the automated test suite.
> End to end deployment pipeline leveraging Ansible playbooks.
The next phase of this journey is enabling mass ITSM upgrades.
Congratulations Team. Looking forward to the evolution of ITSM upgrades