In a world where every company is a tech company to some degree, organizations are struggling to identify the best way to introduce and\u00a0upgrade technology, provide customer support and maintain stability. Where do ITSM and ITIL fit into Agile\/DevOps? Are these all or nothing concepts?<\/p>\n
Charles Betz<\/strong>, digital consultant, advisor, and author;\u00a0Christoph Goldenstern\u00a0<\/strong>\u202aVP of Strategy & Service Excellence at Kepner-Tregoe, Inc.; have taken a hard look at the intersections of Agile and DevOps with ITIL-based IT Service Management. By understanding the flexibility written into ITIL and acknowledging the breaking down of silos that Agile and DevOps bring to ITSM, Betz and Goldenstern offer a nuanced look at tech\u2019s trends and history.<\/p>\n \u201cThe scaling process of an organization can help us put a context around current debates in the industry, such as \u201cDevOps versus ITIL,\u201d Betz and Goldenstern write in \u201cThe New World: What do Agile and DevOps mean for ITSM and ITIL\u00ae<\/sup>. <\/sub><\/em>\u201cThink about IT processes in these terms. Would you recommend a full-blown change management process for a 10-person firm? Could you run a 3,000-person company without one?\u201d<\/p>\n As the Agile and DevOps methods used in independent, innovating teams bring more speed and scalability to change, ITIL\u2019s emphasis on a common language and approach for ensuring stability and problem solving remains a constant. The \u201cteams of teams\u201d must speak the same language and use data efficiently. In addition, cloud technology combined with efficient incident\/problem management is a foundation for minimizing backlogs of unresolved issues to make the road ahead clear of obstacles and misunderstandings.<\/p>\n The success of Agile and DevOps in bringing speed and new functionality to tech needn\u2019t be weighed down by the structures of service management. Betz and Goldenstern maintain that ultimately what should bring these approaches together is the customer experience. What matters is maximizing the customer\u2019s experience with products and services that deliver the most value\u2014now and going forward.<\/p>\n","protected":false},"excerpt":{"rendered":" Ultimately it\u2019s the customer. In a world where every company is a tech company to some degree, organizations are struggling to identify the best way to introduce and\u00a0upgrade technology, provide customer support and maintain stability. Where do ITSM and ITIL fit into Agile\/DevOps? Are these all or nothing concepts? Charles Betz, digital consultant, advisor, and […]<\/p>\n","protected":false},"author":5,"featured_media":902,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"ppma_author":[163],"class_list":["post-24739","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-other"],"acf":[],"yoast_head":"\n