ITSM doesn't have a reputation for pivots. ![]() In the IT industry of 2020, it's increasingly important to be agile and able to pivot to counter market demands. Some ITSM principles outside of the service desk will remain, but they will be subsumed into DevOps delivery processes. While some recent articles have endorsed the coexistence of ITSM and DevOps, many of us have moved past the conversation about ITSM because of the growing need for agility. Seek participation and input from your development and operations teams about any process changes you intend to make that might alter the way they work. ![]() Taking a consultative approach to making process changes is key to avoiding culture clashes. These are the principles that support product and services delivery, whether you follow ITSM or DevOps. In those cases, it's time to take the religion out of the conversation by focusing on collaboration, monitoring, and reporting. Reining the conversation to the project, software delivery, and the team can be difficult, depending on the personalities you're dealing with. slow" arguments that invariably erupt when teams argue over the virtues of DevOps and ITSM. It's important to declare a truce between DevOps and ITSM, when you can, by doubling down on visibility into software development, operations, and support. The theme of continuous delivery paints a nice picture of internal transformation and rejuvenated customer focus for organizations still slogging through clunky and outdated waterfall and waterfall-derivative software development lifecycle (SDLC) processes. ![]() Small to midsize enterprises sometimes drown in the minutiae of ITSM, while large enterprises can overbuild when the bureaucracy ham-fistedly puts ITSM before customer delivery.ĭevOps brings promises of agility and velocity for software delivery that are attractive to organizations of all sizes. The heart of the DevOps and ITSM culture clash comes down to ITSM being process-intensive, to the point of hindering business when organizations build more people- and technology-intensive processes to launch products and services.
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