Adapt ITSM workflows for modern IT needs | TechTarget (original) (raw)
ITSM manages to stay relevant, even as IT evolves
A key selling point of ITSM is the structure and stability it provides. With ITSM workflows, an IT team can trust that resources will behave in expected and standardized ways. Without order, there's chaos.
To DevOps true believers, it is easy to see ITSM's attributes as impediments. After all, who wants to constrain continuous integration and continuous delivery with rigorous standards and complicated procedures? DevOps is about flexibility, using automation to make quick adjustments. Caution isn't a key ingredient.
At first glance then, DevOps and ITSM would seem to be in conflict. And, in some ways, they are. Organizations that innovate in cloud-based environments will find value in DevOps, and companies that work with legacy systems will rely on ITSM practices. Those two camps aren't really camps, though. Plenty of organizations run a mix of both modern and legacy systems.
This handbook's first article explores those situations where DevOps and ITSM are relevant within a single IT organization and how the two practices can -- and should -- be adjusted toward the greater good. Experts say the goal is to balance ITSM's rigor with DevOps' flexibility to the point where they can not only coexist, but deliver real value.
Also included here are articles that delve into how ITSM tooling continues to improve and adjust to modern IT methods. Products from vendors such as Atlassian and ServiceNow can help with ITSM workflow management, for example, though they take different approaches to the problem. Their expanded product portfolios aim to provide customers with help not just with traditional ITSM, but with broader asset management, configuration management and enterprise service management tasks.
Is it possible for ITSM and DevOps to coexist within the same organization? It is, but it raises plenty of questions about how and whether they are a good fit.
As organizations look to more closely align their business and IT goals, they should combine DevOps and ITIL practices, rather than commit exclusively to one methodology over the other.
Cloud customers of Atlassian's Jira Service Management will get some Opsgenie incident management features included at no cost, as the vendor plans its ITSM expansion.
IT service management (ITSM) tools are essential for many organisations to help optimise the design, delivery, support, use and governance of IT, but not all ITSM solutions are created equal, therefore selecting the right one is crucial
Atlassian Jira Service Management chips away at incumbent ITSM vendors' market lead with low-code/no-code IP from ThinkTilt, but it must keep adding features to fully catch up.
E-Handbook: Adapt ITSM workflows for modern IT needs
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