![]() IT developmentuses terms like “bugs,” “defects,” and “errors.” According to this article, a mistake in code is called “error.” A “defect” is any variance between the actual and expected result. Take it one step further – a problem can be raised without having had an incident. But an incident can be a problem if the interruption or degradation is of sufficient severity. A problem is the unknown cause of an incident. IT operations calls them “incidents” or “problems.” An incident is an event that interrupts or degrades a service. So, each team has developed its own sets of tools and vocabulary to manage its specific kinds of work.įor example, look at how IT organizations talk about ‘things that are wrong.’ But for other organizations, the move of new code from a development to the productive environments amounts to little more than a “dump and run.” You don’t speak my language! ![]() Admittedly, DevOps thinking has changed that attitude in some organizations. Traditionally, IT development threw all of the new stuff they produced “over the wall” to the IT operations team to run and support, because there was always the next new thing to develop. As a result, there’s a constant demand for new code, new functionality, and new features in apps and software to address those ever-changing business demands. But as is the nature of IT development, what is valued today, may no longer have the same value in a few months. IT development is typically reacting to ever-changing business demands and changes in marketspaces by writing code to drive and enable new functionality, and ultimately, business value. Meanwhile, the IT development team is also working hard and faced with its own set of challenges. In actuality, it’s not really “ITSM.” - #ITSM Click To Tweet What about IT development? In actuality, it’s not really “ITSM.” Taking an ‘operations only’ approach to #ITSM only helps… IT operations. But taking an ‘operations only’ approach to ITSM only helped… IT operations. These organizations used what they called “ITSM” to build a wall around the infrastructure in an effort to ensure stability and reliability. ignored.īut often this approach has had some benefit to the IT organization… or more precisely, the IT operations team. Not that those other things are not being done… they’re just…. Managing incidents, problems, changes, contacts to the service desk. This means that, in theory, ITSM encompasses all parts of the IT organization – from operations to security to development to quality assurance.īut in actual use… for many organizations, ITSM is only about the operational aspects of IT. ITSM has always been about building, implementing, delivering, and managing IT services from end-to-end – from point of origin to point of consumption. In theory, ITSM has always been about translating business requirements into the right mix of people, process, and technology that results in business value. ![]() IT service management (ITSM) has always been about end-to-end service – a means of co-creating value to customers by facilitating outcomes that customers want without ownership of specific costs and risks.
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