Agile and ITIL: A Powerful Combination
By Joe Pearson
I’ll admit I don’t think that agile methods can address all ITSM needs. For example, a high-volume Service Desk probably should not be run as a self-organising team that values individuals and interactions over processes and tools. Large parts of day-to-day service management are repeatable activities that need process standardisation – and the ITSM profession has been struggling to promote process control for decades. And there should be enough commonality in request handling and configuration management needs that in-house tool development is not the right option for most companies.
But everyone requires process development. You can’t just take the processes from the ITIL books and use them. And most commercial toolsets require substantial amounts of customisation for an effective implementation. In these areas, practices like frequent iterations and focused teams including users and specialists can surely have value.
There’s something worth investigating here, and I propose to examine principles and practices, see where they can be applicable, and what kind of coherent approach we can build. Read the Complete Article