I really like teaching Site Reliability Engineering (SRE) Foundation course.  I find it really effective to link SRE Foundation to the learners’ needs of incorporating SRE core concepts to ITSM and DevOps (and any other framework!)  This course allows me to explain how SRE improves operational excellence and quality, a key performance measure for ITSM. It also allows me to explain how SRE improves Automation, not only with the DevOps pipeline, but also how Ops uses this data to improve the flow of work into operations, and then automate repetitive tasks by utilizing tools (e.g., ChatOps).  Most importantly, SRE improves collaboration with customers, defining Service Level Objectives (SLO’s) so that IT consistently achieves (and exceeds) customers’ expectations AND delivers VALUE for the organization.  Automated monitoring is NOT enough these days, we must include observability, using automation to manage security, and ultimately delivering improved IT service quality to the business.

Written by Greg Smith , originally posted in OwlPoint News , September 14, 2021 What is the ITIL ®  Maturity Model? The ITIL Maturity Model is a tool used to objectively and comprehensively assess an organization’s service management capabilities and the maturity of the organization’s   Service Value System (SVS) . AXELOS is about to release the new ITIL Maturity Model which OwlPoint – the most tenured AXELOS Consulting Partner in the US – will use to assess clients’ service management capabilities. Why would an organization need an ITIL assessment? There are three main reasons an organization would want to have an ITIL assessment performed: To achieve a desired level of certification and/or meet contractual obligations, they must meet a pre-defined level of maturity and capability. They have undertaken a Service Management implementation or improvement initiative and need to validate the project goals have been met. They are preparing to undertake a Service Management implementation