ITSM has been getting a bad wrap lately.It seems it’s hot sibling DevOps is getting all the attention these days.
DevOps is Lean, Fast, and all the Cool kids love hanging with it.
I get it. With ITSM it’s kind of like you want to get to 2nd base, but you have to fill out 3 request forms and appear in front of a committee.
But before you go thinking DevOps is cheap and easy… there are more commonalities in values and principles with these two philosophies than you think.
Optimizing layers of human interaction and escalation.
Self-aware code and infrastructure that can self-heal.
Analyzing trends between disparate systems and eliminating systemic issues.
Outputting known current state for external correlation and point of failure determination.
Building traceability into assets through logging and mapping dependancies with service relationships.
Utilizing common definitions for self-discovery and leveraging software defined configurations for self-mapping.
Orchestrating operational changes to reduce risks and conflicts, and to provide traceability and accountability.
Leverage trusted configuration models to determine risk and automate changes with built in recovery for risk reduction.
Capture information and make it available in context through systems and process.
Stream information to all through real-time collaboration and let individuals self-filter based on accountability.
You can see why DevOps sounds so attractive. The complexity and technical debt of legacy systems forces most organizations to focus on ITSM controls. It’s a natural response and will, if done properly, establish some much needed control within the organization.
Where most ITSM sponsors make a grave mistake though, is in selling ITSM as way to increase IT’s agility. It won’t, it can’t. IT will make IT more predictable, accountable, and effective, but not more agile. However, ITSM provides a great foundation for DevOps ability to increase speed through automation. I’ve heard of few, if any, organizations using DevOps for legacy systems, it’s always been for new systems.
If an organization can embrace the shift to allowing systems manage systems, then they can capitalize on this foundation of stability that ITSM practices has established. Enabling the values fostered by DevOps to create a fluid release stream that is scalable will thus position the business value streams to test new market opportunities faster and with less risk.
DevOps take us to a Business Service Management focus, a customer centric focus where the recognition of technology services are creating value for end-customers. ITSM establishes this foundation for the end-users in the enterprise. BSM is built on ITSM and thus a poorly implemented ITSM capability will lead to a instability that will make DevOps and BSM initiatives a nightmare to manage.
So let’s get off the Kill ITSM, ITIL is dead, blah blah blah soapbox and start acting with a sense of reasonableness. Operational Excellence + Speed of Innovation = Business Agility….
In my next Blog I’m going to tackle the reasons why ITSM “fails”… hint it has nothing to do with ITSM!
Twitter: @VigilantGuy http://twitter.com/vigilantguy
Matt Hooper is an industry advocate for Service Management strategies and best practices around Enterprise Service Management. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to creating value through Service Management. Matt is active on Social Media known as VigilantGuy, and co-hosts the weekly podcast: Hacking Business Technology. HackBizTech.com