ServiceNow Adds Low-Code Tool to Platform
ServiceNow today made available an update, dubbed Quebec, to its Now platform that adds a set of low-code application development tools. Marcus Torres, general manager for IntegrationHub and vice president of platform product management at ServiceNow, said the Creator Workflows tool leverages existing App Engine and IntegrationHub capabilities in the platform to make it possible […]
How to Eliminate Incident Inefficiencies
In today’s complex, dynamic IT environments, the proliferation of disparate IT Ops, NOC, DevOps and SRE teams and tools is a given – and usually considered a necessity. This leads to the inevitable truth that when an incident happens, often the biggest challenge is collaborating between these teams to understand what happened and resolve the […]
DevOps Deeper Dive: Apple Adds Fuel to ITSM Fire
Apple’s acquisition this week of Fleetsmith, a provider of IT service management (ITSM) tools for Apple devices, is reigniting a fierce debate over how best to manage endpoints in heterogeneous IT environments. Fleetsmith, along with rivals including Jamf Software and IBM, provides ITSM tools that only manage Apple devices. The company argues that the IT […]
Atlassian Acquires Halp to Gain Help Desk Based on Slack
Atlassian this week announced it has acquired Halp, a provider of a help desk platform that employs Slack as its user interface. Steve Goldsmith, head of product integrations at Atlassian, said Halp will provide organizations with a way to manage lightweight processes via an interface that is already commonly used within many organizations. The goal […]
IT Services and DevOps: Friends, Not Foes
Development and operations, aka DevOps, is the marriage between software development and IT operations. The goal of a DevOps team is two-fold: to more quickly make products that are better for customers, and to align more closely with business goals. While it sounds pretty great, something doesn’t sit well. What about your service department? Service […]
Enterprise Service Management with Jira Service Desk and Confluence
Companies are looking to reduce cost, create efficiency and improve productivity of all internal and external customer services. In many organizations, different departments are using individual tools to provide their customers with the services they need. They can work in silos, can provide inadequate quality of service and not to mention that the portfolio of […]
SRE Is the Most Innovative Approach to ITSM Since ITIL
For over a decade, ITIL has been the leading ITSM framework adopted by enterprises across the globe. So, what is driving a rapidly increasing interest in Site Reliability Engineering (SRE) as a service management alternative? In its own words, Google refers to SRE as its approach to service management: “The SRE team is responsible for […]
DevOps Versus ITIL: How to Win the Battle Over Change Management
Ever since DevOps came on the scene a decade ago, ITIL has been under siege. ITIL lays out a number of IT service management (ITSM) best practices, including release management, change management, incident management, problem management and many other aspects of running an IT shop so that its priorities align with the business’s. For many […]
Crossing the Ecosystem Boundaries: How ServiceNow, Salesforce and Atlassian Work Together
Although these platforms were originally designed to serve different functional roles—Atlassian’s help desk, ServiceNow’s IT service management and Salesforces’ sales and CRM—from the outset, they all addressed the evolving mega-management and leadership issue: collaboration across teams and business units. Independent action, siloed organizations and disconnected thinking was increasingly giving way to more agile, interdependent, collaborative […]
Accelerating Software Delivery Doesn’t Mean Compromising on Quality
Whenever we’re pushed for time and forced to rush, we know we’re entering an unspoken deal with the devil. Whether it’s cooking the family a last-minute dinner, ironing a shirt before a wedding or writing against a strict deadline, we’re acutely aware it’s highly unlikely the output will be a fair reflection of our best […]
Radical Transparency in DevOps and ITSM Helps Achieve Excellent Customer Experience
Here’s what I’ve noticed after spending several years in service management: DevOps is coming up more in the conversations I’m having with service desk leaders. Usually, these conversations start with one of the similar questions: DevOps is going to be the death of ITSM, correct? Alternatively, some consider DevOps as a challenge, and ITSM doesn’t […]
IT Operations: PagerDuty Unveils Hybrid ITSM Platform
PagerDuty today unveiled a framework intended to make it possible for organizations to bridge multiple styles of IT service management (ITSM) methodologies for IT operations. Rachel Obstler, vice president of product for PagerDuty, said PagerDuty Solution for HybridOps provides a comprehensive incident management framework capable of spanning both ITIL and DevOps processes for IT operations. […]
When DevOps and ITSM Collide: Mistakes to Avoid
In many ways the DevOps movement evolved as a reaction against the worst elements of IT service management (ITSM). IT leaders wanted to get from under the yoke of overly complex processes, bureaucracy and red tape to speed up software delivery, and to just get stuff done. Now that DevOps has kicked into full gear […]
Bridging the Gap Between ITSM and Software Engineering
Considering the individual roles of IT service management (ITSM) and software engineers, it seems obvious they should work closely together. ITSM tracks internal and external customer issues, and engineering fixes code-related issues (such as defects) that IT cannot fix on its own. However, more often than not, coordination between these two departments is poor, […]
Bridging the Gap Between ITSM and Software Engineering
Considering the individual roles of IT service management (ITSM) and software engineers, it seems obvious they should work closely together. ITSM tracks internal and external customer issues and engineering fixes code-related issues (such as defects) that IT cannot fix on its own. However, more often than not, coordination between these two departments is poor, which—critically—undermines […]
Machine Learning and ITSM: Helping Help Desks
The field of machine learning is a hot topic. We know that this type of artificial intelligence (AI) provides computers with the ability to learn without being explicitly programmed. For people like me who need it in simpler terms, machine learning deals with systems that can learn from past data and experience to improve performance […]
Site Reliability Engineering: How to Make the Operations Side of DevOps Actually Work
The DevOps movement often has been accused of focusing too much on the first half (Development) and not enough on the second half (Operations). Certainly there has been more attention paid to deployment of payloads than to operating running systems, leading to the dismissal of the handover between Dev and Ops as “throwing it over […]
‘Big Bang’ DevOps: Posting from the Professor
I learned about The Diffusion of Innovation Theory in a DevOps Foundation training course. I wanted to get my DevOps certification, but more than that, to learn about what makes a DevOps initiative successful. When I mentioned the Diffusion of Innovation Theory to a coworker, he said, “It sounds like Sheldon talking to Raj on […]
Alerts Keep DevOps Teams Responsive, in Sync
Continuing our five-part series on “Continuous Monitoring: The Role of DevOps and APM,” this blog post will talk about how alert notification can help DevOps teams be more productive and agile. Amid the constant, rapid change and fluidity typical in DevOps organizations, there are some undeniable absolutes. These absolutes, present at each stage of the […]
Top 5 Traits of High-Performing Teams
DevOps is here and it seems to be what everyone in IT service management (ITSM) is buzzing about. So what are the goals and how do we know it’s not just the next hot kitchen color for this year? DevOps is a cultural and professional movement that stresses communication, collaboration and integration between software developers and […]
The 3 Secrets to Overcoming the Agility-Stability Paradox
Regardless of whether an organization subscribes to a bimodal IT approach, one thing is clear: It’s more important, and more difficult, than ever to fight the agility-stability paradox. Today’s businesses must build on a delicate balance of being compliant, plan-driven and keeping the lights on while also seeking ways to become more fluid and agile […]
DevOps Chat: CJ Paul, IBM, on DevOps, ITSM, Cloud and More
DevOps.com editor-in-chief Alan Shimel sat down to speak with Dr. CJ Paul, Distinguished Engineer, DevOps Methods & Tools, IBM Cloud. CJ is someone we have interviewed previously on video at IBM InterConnect and is always a great source of information. In this interview Dr. Paul discussed DevOps, ITSM, Cloud, Bluemix, Bluemix Garage method and more. As […]
DevOps: Achieving Process Without Too Much ‘Process’
While there’s no fundamental conflict between IT service management (ITSM) and DevOps, DevOps does bring new and different techniques for getting work done and interacting with the rest of the organization. ITSM people who are used to frameworks such as ITIL and COBIT tend to regard the IT department as a “service provider” and the […]