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Showing posts with the label ITSM; First Way

Agile Best Practices in the Incident/Problem/Change Cycle of ITIL

ITIL is not in conflict with DevOps, ITIL supports DevOps with a solid foundation by providing an up to date an accurate configuration of our IT infrastructure. This, in turn, supports the ability to accurately carry out the detection of issues and underlying problems and deliver collaborative, permanent solutions to operational deviations. Further, it engages the Second Way by “shortening and amplifying the feedback loop” to development.  Historically most IT organizations structure their incident, problem and change processes within a very confined view, typically utilizing these processes from an operational perspective and only marginally engaging them at the design stage of the lifecycle.   ITIL should and can be adapted to DevOps practices to proactively define when incidents and problems arise while still in the design phase of the lifecycle.  This means engaging both software development and infrastructure design in a way that allows us to capture these deviations proactivel