Skip to main content

With Agile and DevOps, Why ITIL?


A systems engineer recently asked “With all of the buzz around Agile and DevOps, is ITIL Foundation training and certification still relevant?”   The short answer is yes and its relevance is directly tied to the success of strategic initiatives and the outcomes of the organization.  There is direct benefit to the learner/candidate also.  It has been a while since this has been discussed so let’s revisit this once again.

For the Consultant or Third Party Vendor: Gets you on the short list! -  ITIL Foundation training gives those who are consulting in any area of “Service Management” a standard set of vocabulary critical to communication.  Also, knowing the terms and basic concepts is crucial to the credibility of the consultant.  The improper use of a single term that is known by your customer could give the impression that you as the consultant do not know the industry and omit you from the short list.  Some organizations will not even consider a vendor without the proper certification.  You might have an Agile or DevOps background but if you can’t talk the talk and walk the walk with ITSM and best practices, communication and perception could go down a slippery slope.  The credentials are important in order to be considered but the real value comes as a result of increased capability to actually deliver.

For the IT Manager: Allows you to herd the Cats! – without a common set of vocabulary and some sense of direction it is likely that a team will breakdown into chaos and at the very least remain in reactive firefighting mode.  How many times have you had a conversation with an IT staff member and both of you feel that the conversation went very well only to find out later that due to the misunderstanding of a concept or term you both actually walked away having a completely different understanding of what was intended.   ITIL Foundation training and certification not only lays the ground work for terminology and communication but also lays out a basic framework based on the Service Lifecycle of Strategy, Design, Transition, Operation and ongoing Continual Service Improvement.  This core allows organizations to have structure.  Less chaos, less breakdown and increased IT performance can only lead to increased business performance.  Agile and DevOps along with just enough process and ITSM structure leads to success! DevOps and Agile do not stand alone.  It’s not one or the other. We really want to learn how to glean value and obtain the proper balance from an integrated approach. 

For the IT Practitioner: Get results and Career Opportunity! – I think that we will all agree that certification is not the only measure of an individual’s capability to perform.  That said, it is one of the measures valued in the industry.  Many candidates will not even be looked at if they do not have the proper certification and credentials to support their knowledge and experience.  Some engineers who only understand Agile will struggle when working with operational staff and vice versa.   Why reinvent the wheel when trying to optimize change management or improve workflow throughout the delivery of a service.  Why struggle to increase value from service asset and configuration management or any ITSM activity?  Knowing Agile and DevOps principles alone could be a risk.  Understanding ITIL and how to apply industry best practices for ITSM could help to increase the performance of your organization and your career. A holistic approach and mindset will always help.

If you are Interested in Industry Best Practices and ITIL certification for yourself or your staff:

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: RenĂ©. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…