Join us on Thursday, September 19th at 11am (Eastern) for a complimentary webinar; DevOps and the IT Culture Cocktail Party. Presenter: Jayne Groll, ITSM Academy Co-Founder. Register
Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”.
ITIL has always emphasized the need for clearly defined roles for Process Owners and Process Managers. ITIL also speaks to the role of Service Owner, an individual who is accountable for and represents the the end-to-end service.Within each process, there may also be roles that are designed to carry out certain process activities. Successful service management dictates that specific individuals are assigned to specific roles with specific responsibilities for one or more processes.But what about the rest of us?Where do we fit into the service management program?What role do we play? ITIL defines a key role for anyone that executes any activity within any process – the Process Practitioner. The Process Practitioner Carries out one or more process activities Understands how his or her role adds to value creation Works with other stakeholders to ensure contributions are effective Ensures inputs, outputs and interfaces for activities are correct Creates or updates activity-based records Proces…
There is often confusion between the goals, authorities and roles
of Change and Release Management. In fact, the objectives of each of process are very, very
different. Change rules! Change Management is an authoritative process
that governs anything that potentially impacts a new or existing service. It is both the enabler of innovation and
protector of stability. It is first and
foremost a risk management process. It
is also a planning process. If Change Management is a governance process, Release
Management is an action process. Under
the authority of Change, Release builds, tests and releases new or updated
services into the production environment.
Every release is comprised of a single change or package of changes. Release Management is more technical than
Change. If done well, both processes will avoid unnecessary levels
of bureaucracy and will build a collection of change and release models that
pre-define and pre-approve the rigor required based on levels of risk. The…
I often get questions on the differences and similarities between the Software Development Lifecycle (SDLC) and the ITIL Application Management Lifecycle. Is the ITIL framework just another rebranding of SDLC? SDLC defines the organization’s standards for the creation and maintenance of applications. The SDLC can be divided into ten phases during which defined IT work products are created or modified. The phases range from initiation, design, development, implementation, operations & maintenance to disposition. The tenth phase, disposition, occurs when the system is disposed of and the task performed is either eliminated or transferred to other systems.
The ITIL Application Management Lifecycle presents a more holistic, service oriented view. It allows for greater alignment between the development view of the applications and the live management of those applications. This ITIL lifecycle focuses on the overall management of applications as part of IT services. Understanding the ch…