by Mark Smalley
Product-based software development teams are tasked with software design, coding and testing during the whole lifecycle of the software product, not just the initial development. The software product has a product backlog.
SERVICE MANAGEMENT
Agile is increasingly popular these days. Originated from the Development world, it’s quickly gaining ground in other domains. Service Management is not an exception. But what exactly is Agile Service Management?
Bringing back speed, flexibility and customer focus to your IT team
What is Agile Service Management?
So, now you know where agile comes from and what it means. But the next question arises: what is Agile Service Management? The answer is surprisingly simple.
Simply put? Agile management is applying the agile mindset to IT Service Management. Nothing more, nothing less. The 4 values of agile software development just need one adjustment to apply to IT Service Management:
Individuals and interactions over processes and tools.
Working software services over comprehensive documentation.
Customer collaboration over contract negotiation.
Responding to change over following a plan.
The idea is that you keep to these principles when designing and delivering services. Sounds straightforward. And in a sense, it is. But how do you apply this in practice? And how do these agile principles relate to the framework that has been a golden standard at IT departments for decades: ITIL?
Individuals and interactions over processes and tools.
ITIL implementations at organizations mostly focus on process descriptions and systems. The goal is to get a steady quality of services. It shouldn’t matter who supplies the service.
ITIL often goes hand in hand with extensive process documentation.
Agile is increasingly popular these days. Originated from the Development world, it’s quickly gaining ground in other domains. Service Management is not an exception. But what exactly is Agile Service Management? In this article, I’ll give you answers to questions like: Can I work according to ITIL and agile at the same time? How do I put the agile philosophy in practice? And where do I begin? Using real-life examples, I’ll show you what an agile mindset can do for you and your team. And how agile will help you improve your service delivery.
By Bas Blanken