![]() As a result, DevOps has emerged as a response to address these business needs. In response to the demands from the business for better quality of service offered, quicker delivery timeframes and at a lower cost, IT organizations were forced to rethink the way that they are structured, even if that meant eschewing well established ITSM best practices in favor of potential innovation opportunities. Downtime spent going through Change Advisory Board (CAB) processes or authorization control points may lead to an increase in non-value-added activities. While visibility and governance are hailed as a foundation of ITSM, time spent controlling change and reducing risk can lead to increased release timelines. By offering a standard framework to address IT incidents and problems, through root cause analysis and monitoring services, IT leadership can have insight into the most pressing issues the organization faces and justify the expenditure of precious budget dollars. ITSM adoption brings visibility and governance to the delivery lifecycle. ![]() What is nice about ITIL, is that it is platform and vendor agnostic, which allows greater flexibility in its adoption by IT organizations but provides clearly defined roles and responsibilities. ITIL and the ITSM Service lifecycle provides IT organizations with a clear, consistent and repeatable framework for creating, delivering, evaluating, improving and retiring services, resulting in the value and outcomes required by the business while reducing overall IT risk exposure. ITIL, the current standard of IT Service Management, defines the process inputs, tools, techniques, procedures and process outputs from the IT Service Lifecycle covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. With its initial body of knowledge articles published in the 1980s, ITSM frameworks offered firms a practical, best practice approach to deliver value-added services with a combination of people, process, and technology. DevOps is simply a new interpretation of a well-established framework. I consider this to be largely a myth not only can DevOps and ITSM work together, DevOps requires ITSM practices and principles to ensure that new services and changes to existing services can be provided without adversely impacting production ecosystems. With the foundation and adoption of the DevOps methodology, ITSM has come under criticism for being too slow and very inflexible. Organizations have claimed success, citing increased consistency and governance through a central IT body. ![]() In response, many IT departments have become structured based on the principles of the IT Service Management (ITSM) frameworks, which offer best practice guidance on the delivery of services from strategy, design, transition, operation and continuous improvement. Today, companies want their services provided faster and cheaper without compromising quality and availability. With increased visibility and importance placed upon IT, so too does the demands from the business. It has been observed that IT departments are shifting from the back of organizations frontwards as their roles come to intersect with corporate strategy, sales and customer service. ![]() In the current economic and business atmosphere, we are seeing a shift in the role of information technology, from simply providing and supporting services that facilitate business outcomes to contributing to a firm’s overall competitive advantage. DevOps and ITSM: A Marriage That Can Work for Your Organization ![]()
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