In this technology-driven world, two methodologies have recently become more popular than the rest—Agile and ITSM. Though IT service management is a structured approach, it can easily fit in with Agile for today’s organizational processes and deliveries. Together, they provide the flexibility that was absent in previous project management methods. In this article at Quality Digest, discover how ITSM can bring value to your organization.
Why ITSM Is Necessary
ISO/IEC 20000 series is a set of standards that gels well with new methodologies like Agile and suits any organization’s dynamic product development processes. ISO member Dolf van der Haven shares further on how ITSM can be beneficial to your organization:
ISO/IEC 20000-1 and Agile
ISO/IEC 20000-1 helps manage the roadmap, execution, operation, and enhancement of services in an organization. However, it is a tedious process. But with the help of Agile, it became more prevalent in software as well as non-IT company processes. While the traditional ITSM method planned the entire process before, Agile takes short steps to complete the same tasks along with new adjustments.
Unlike common misconceptions, ITSM is customer-centric. ISO/IEC 20000-1 insists on “ensuring that what constitutes value for the organization and its customers is determined,” quotes Haven. Agile methodologies also focus entirely on client requirements. Meanwhile, the ITSM framework makes sure there are no operational discrepancies. Furthermore, possible service risks are quickly mitigated to reduce downtime.
Since customer demands are becoming more structured, both can keep the delivery flow going by adapting to client requirements. Though the Agile approaches prefer informal communications to include modifications faster, they serve the same purpose as any ITSM framework.
Adapting to Change
The service management sector is used to change management. So, it is an essential part of ISO/IEC 20000-1. Additionally, with Agile, an ITSM agent can roll back to the old processes and prototypes if the requested change is not on par with client expectations. While ISO/IEC 20000-1 is better applicable for repeatable processes, Agile can take over new changes that have not been pursued before.
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