Skip to main content

DevOps and ITSM Required

Organizations adopting DevOps culture and practices are able to deliver high-quality products faster and therefore the business can deliver value to customers faster. You sometimes hear that DevOps and ITSM aren’t compatible. An IT professional attending the ITSM for DevOps course said “Everything would be OK if we could get change and compliance people out of the way!” Sound familiar? The reality is that high-performing organizations aren’t achieving success without ITSM processes. In today’s digital world organizations are performing ITSM processes Understanding Agile Service Management is key to ensure agility across the entire lifecycle. These high performers streamline, integrate and automate the process into the DevOps pipeline so that people don’t even realize that they are executing ITSM processes. We can not optimize DevOps without them and we can not accelerate our ITSM processes without DevOps.

In an enterprise, DevOps doesn’t eliminate the need for controls and data. Regulatory controls and audits still exist and risks and impacts must still be managed. ITSM DevOps introduces ways to achieve both speed and control while driving value across the IT value stream.

Let’s face it, ITSM processes have – at times – a reputation for being heavy handed and bloated. They can also be a constraint in the IT value stream; particularly in organizations adopting Agile and DevOps practices. Service Providers need to learn pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code. We need to learn how to accelerate and modernize IT service management (ITSM) processes.

Currently, 68% of organizations have begun to adopt, or plan to adopt within the next two years, DevOps which is a cultural and professional movement that stresses communication, collaboration, integration and automation. DevOps enables organizations to deliver great business value without sacrificing reliability. The best way to adopt DevOps is to embrace Agile Methodology to apply SCRUM principles to your Service Management initiatives. This makes your processes lean, faster and more secure. Go ahead and take the next logical step.

For more information please see the DevOps Campus section on our website.

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…