Deconstructing ITSM

20 January 2017

What should developers know about IT Service Management?

Filed under: ITSM — Joe Pearson @ 15:24
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I often work with developers and others involved with developers, and often get into discussions about what “ITSM” covers and what—if anything—they ought to know about it.

This post is aimed at developers (and team leaders and scrum masters and managers), and business analysts, and project and programme managers, in the hope that it may help—or at least stimulate discussion. Comments welcome of course from ITSM specialists, especially if you think I’ve misrepresented something.

So what is IT service management? In a nutshell, it’s what has to happen to the development product after it’s deployed and goes live.

And what do developers need to do about it? In a nutshell, don’t ignore it until deployment. Don’t just provide a demo to the support desk at deployment time. And don’t try to do it all in isolation from existing service management teams and duplicate existing capabilities.


27 January 2009

Agile Service Management

I’ve been thinking…

  1. I am not a professional software developer or data architect, but I’m very interested in these disciplines through ITSM contact with practitioners and teams. (I often feel there’s a great loss of value in the lack of mutual familiarity between service management and development/data communities.) One of the approaches I have been particularly interested over the past year or so is Agile Software Development, the Agile philosophy – see the Agile Manifesto, and some of the key practices associated with Agile development like test-driven development, refactoring and design patterns.
  2. I observe that many ITSM projects (“implementations” or improvements) suffer from issues with long timescales, inability to cope with changing requirements, lack of user acceptance, and so on. Not all, but those that do suffer tend to be blind to the causes and show resigned acceptance to such issues – or even to be blind to these issues.

Those issues, and others I haven’t listed, are very like the kind of things the authors of the Agile Manifesto were experiencing. Agile development is very successful in certain environments (though not all – and more traditional “big requirements up front”, “big design up front” methods have strong defenders). Could Agile principles be applied usefully to IT Service Management problems? (more…)

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