The fourth London DevOps Enterprise Summit kicked off in London today and the CEO of the DevOps Institute, Jayne Groll, talked about ITIL4 and SRE. Jayne asserted that value is only created when you use a service and that service management is still relevant - this hasn’t changed in DevOps. It will always need to be managed but the way it is managed is different in DevOps.Read More
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Processes and People
This is the last blog of a 3 part series on Agile Service Management (ASM).
Processes are ways of working that allow someone or thing to let someone or thing get what they want. A supplier gets a request, some steps are performed and an outcome is achieved. It could be to fulfil a request or to pass data from one application to another, it all involves a process (es). Simple! Then why is it that many of our processes are so hard to complete, or are changed without consideration of the effects or are just simply ignored for the way someone thinks it should be done?
Maybe it is because our processes are not people centric. By people I am talking about the people that do them, create them and receive the outcome. Processes are not created by automation. Automation enables a process. So let’s get the people that want something and the people that need to provide that outcome together!
In my recent blog on Agile Service Management we discussed how blending the concepts of faster (Agile) with safer (ITSM) could lead to processes that enable an organisation to use technology to remove obstacles or enable goals. This is the second of a 3 part series on Agile Service Management (ASM).
It is a mindset that stops us from thinking in this way though. Agile is always thought of creating or innovating and ITSM is thought about in terms of inflexible processes or tools that no one else can use.
So I want to say straight off: THIS IS NOT TRUE!
This is the first of a 3 part series on Agile Service Management (ASM).
IT Service Management (ITSM) has been around for almost 27 years: the capability of taking a process, creating a high-level view by collaborating with others and then iteratively introducing each step until fully introduced. For me, a process is a way of work: buying something, onboarding a new employee, resolving an incident are all examples. What we missed was someone to then continue the process as part of their job; an accountable person. Yes, I know that we had many roles defined but, in my experience, once a process was defined, the review and improvement of that process in short, iterative timeframes rarely occurred.
Therein we missed a trick. We should have treated the creation of a process with the same mindset that we use to create products based on various agile techniques. We should have created a way of ensuring these questions were always being addressed:Read More
You want to learn about DevOps but aren't sure where to go. Many companies purport to provide training and even certification in DevOps and the purpose of this article is to give some information to help guide your decision process on the 3 most popular courses available today via Ranger4.Read More