Companies are looking to reduce cost, create efficiency and improve productivity of all internal and external customer services. In many organizations, different departments are using individual tools to provide their customers with the services they need. They can work in silos, can provide inadequate quality of service and not to mention that the portfolio of […]
SRE Is the Most Innovative Approach to ITSM Since ITIL
For over a decade, ITIL has been the leading ITSM framework adopted by enterprises across the globe. So, what is driving a rapidly increasing interest in Site Reliability Engineering (SRE) as a service management alternative? In its own words, Google refers to SRE as its approach to service management: “The SRE team is responsible for […]
DevOps Versus ITIL: How to Win the Battle Over Change Management
Ever since DevOps came on the scene a decade ago, ITIL has been under siege. ITIL lays out a number of IT service management (ITSM) best practices, including release management, change management, incident management, problem management and many other aspects of running an IT shop so that its priorities align with the business’s. For many […]
Crossing the Ecosystem Boundaries: How ServiceNow, Salesforce and Atlassian Work Together
Although these platforms were originally designed to serve different functional roles—Atlassian’s help desk, ServiceNow’s IT service management and Salesforces’ sales and CRM—from the outset, they all addressed the evolving mega-management and leadership issue: collaboration across teams and business units. Independent action, siloed organizations and disconnected thinking was increasingly giving way to more agile, interdependent, collaborative […]
Accelerating Software Delivery Doesn’t Mean Compromising on Quality
Whenever we’re pushed for time and forced to rush, we know we’re entering an unspoken deal with the devil. Whether it’s cooking the family a last-minute dinner, ironing a shirt before a wedding or writing against a strict deadline, we’re acutely aware it’s highly unlikely the output will be a fair reflection of our best […]
Radical Transparency in DevOps and ITSM Helps Achieve Excellent Customer Experience
Here’s what I’ve noticed after spending several years in service management: DevOps is coming up more in the conversations I’m having with service desk leaders. Usually, these conversations start with one of the similar questions: DevOps is going to be the death of ITSM, correct? Alternatively, some consider DevOps as a challenge, and ITSM doesn’t […]
IT Operations: PagerDuty Unveils Hybrid ITSM Platform
PagerDuty today unveiled a framework intended to make it possible for organizations to bridge multiple styles of IT service management (ITSM) methodologies for IT operations. Rachel Obstler, vice president of product for PagerDuty, said PagerDuty Solution for HybridOps provides a comprehensive incident management framework capable of spanning both ITIL and DevOps processes for IT operations. […]
When DevOps and ITSM Collide: Mistakes to Avoid
In many ways the DevOps movement evolved as a reaction against the worst elements of IT service management (ITSM). IT leaders wanted to get from under the yoke of overly complex processes, bureaucracy and red tape to speed up software delivery, and to just get stuff done. Now that DevOps has kicked into full gear […]
Bridging the Gap Between ITSM and Software Engineering
Considering the individual roles of IT service management (ITSM) and software engineers, it seems obvious they should work closely together. ITSM tracks internal and external customer issues, and engineering fixes code-related issues (such as defects) that IT cannot fix on its own. However, more often than not, coordination between these two departments is poor, […]
Bridging the Gap Between ITSM and Software Engineering
Considering the individual roles of IT service management (ITSM) and software engineers, it seems obvious they should work closely together. ITSM tracks internal and external customer issues and engineering fixes code-related issues (such as defects) that IT cannot fix on its own. However, more often than not, coordination between these two departments is poor, which—critically—undermines […]