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What is ITSM in the Future?

Marlo Vernon April 29, 2019

DevOps Monitoring & Alerting
What is ITSM in the Future? How is DevOps Changing ITSM? Blog Banner Image

ITSM (IT Service Management) has gone through several stages of evolution over the years. With the changing dynamics of the software delivery process and higher customer expectations, ITSM has undergone a paradigm shift in its implementation and execution. In various types of working environments, ITSM frameworks are giving way to a DevOps culture – continuously improving on processes and tightening the relationship between software developers and IT operations teams.

But, to start, we need to define ITSM, DevOps and the tools these teams use to drive success.

So, what exactly is ITSM?

ITSM is a strategic, process-based approach to handling the IT services of a company – designed to ensure that business and engineering operations don’t get interrupted.

ITSM generally consists of a group of activities, driven by policies and structured by requirements that an enterprise performs to develop, design, deliver, execute and manage IT services. ITSM can apply to the upkeep and maintenance of customer-facing IT infrastructure and applications as well as internal services.

There are six aspects that every organization must cater to in order to attain full-blown, effective IT service management.

  • Incident management
  • Problem management
  • Asset management
  • Change management
  • Project management
  • Knowledge management

Now that we have a fair understanding of ITSM and aspects of working with it, let’s move on to how you can actually benefit from ITSM.

Using ITSM to reduce cost and increase business efficiency

IT service management can help you reduce the costs of downtime and increase the efficiency of business processes with the following advantages:

  • Improved workflow:

ITSM can provide technology-enabled workflows and eliminate manual processes, thereby improving collaboration between teams. ITSM will help IT teams make the most of their resources – be it a person, a tool or a process – bringing out the maximum benefit of a workflow.

  • Service-based incident management:

Incident management in ITSM will prioritize and improve the recovery time of a service failure. Effective problem management will help you reduce recurring issues – lowering their impact on end users and your business as a whole.

  • Reduced downtime:

With the availability of data from previous experiences, you can potentially prevent issues before they occur. This data will also help you quickly recover from critical IT issues and make room for more strategic decisions.

  • Optimized cost:

ITSM ensures that any new IT spend is enhanced through asset configuration and capacity management. ITSM workflows can also do away with costs of duplicate or dysfunctional assets. Intelligent asset monitoring can help you get rid of duplicity in applications, hardware, hosting and support. With ITSM, you’ll save time, effort and unnecessary costs by reducing waste and avoiding duplication of work.

  • Redeployment of underutilized assets:

With ITSM, you can effectively track productivity tools to ensure your assets are not underutilized. ITSM helps you prevent change-related or inconsistency-based waste by avoiding the costs of “reworking” on something you’ve already done.

DevOps & Incident Management

DevOps is the Future of ITSM

Gone are the days where enterprises manage their development and IT operations in silos – ultimately adding to the maintenance cost and total delivery time of the software. Reducing application and infrastructure downtime and ensuring faster delivery have become the topmost priorities of enterprises.

This has led highly competitive teams to integrate their IT operations with developers to maintain reliabillity while simultaneously speeding up the delivery process. As a result, DevOps has become an actively embraced phenomenon by organizations of every scale.

DevOps in ITSM can automate and optimize routine tasks via automatic ticket resolution, visibility and collaboration across teams, workload optimization and predictive maintenance.

You don’t have to completely change your ITSM processes to adhere to a DevOps mindset. Integrating your ITSM efforts with DevOps and powering it through continuous intelligence will give you the edge in achieving your objectives:

  • Advanced Monitoring:

With off-the-shelf monitoring tools, optimized reporting practices, improved collaboration and seamless system metrics, DevOps has become a strong base for improving ITSM processes at the enterprise level. DevOps-focused workflows help you keep a monitor on how people, processes and tools are working together. Then, you can see what’s valuable and terminate the negatively impacting tasks – making time for more strategic ones.

  • Predictive Maintenance:

A DevOps-oriented team will consistently monitor infrastructure, collaboratively respond to alerts in real-time and keep accurate documentation for key stakeholders. You’ll then be able to provide more context in post-incident reviews and software delivery while automating report generation – reducing the reporting costs and improving the speed of your projects.

  • Effective knowledge management:

A DevOps environment would help your entire team collaborate, record historical knowledge and build solutions from a shared knowledge base rather than creating a solution from scratch. It would also help your operations team provide smart suggestions to new problems based on shared knowledge.

  • Intelligent Asset Provisioning:

A DevOps team with effective monitoring tools and log analytics software can constantly monitor a system’s performance and replace assets quickly when their performance deteriorates. This process ensures the most effective use of assets – for both developers and IT operations – and reduces unnecessary costs to the business.

ITSM and DevOps Together

With enterprises now working in a highly scalable environment, there is an urgent need for new methodologies to fill in the gaps of ITSM’s older, isolated processes. A DevOps environment will make space for a more collaborative approach to ITSM – enabled by the latest tools, technologies and trends.

The good news is that DevOps is uniquely designed to accelerate ITSM practices. But, DevOps requires integration with existing processes and continuous improvement of every phase of the delivery lifecycle. The goal of DevOps is always to accelerate time-to-market and reduce time-to-value. Speed, reliability and responsiveness are the keys to your future success – and DevOps is your answer.

See how the implementation of DevOps can lead to faster software delivery and shorter incident lifecycles. Download our free guide, Why DevOps Matters, to learn how you can shorten feedback loops between IT and software development to build reliable services faster.

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