With the launch today of a flow design tool from xMatters, the divide between DevOps and ITIL-based approaches to managing IT is narrowing.
xMatters Flow Designer is a drag-and-drop graphical tool that either developers or IT operation teams can employ to create incident management workflows on top of xMatters incident management software. Doug Peete, chief product officer of xMatters, said those workflows feed data into a variety of third-party IT management tools to enable IT operations and DevOps teams to consume the same data in different tools—for example, in an instance of ServiceNow for IT operations and as a message in Jira or Slack for DevOps teams.
Peete said the goal is to enable organizations to develop a more consistent approach to incident management. A recent survey of more than 1,000 IT professionals conducted by xMatters and Atlassian found that while 81 percent of developers and operation teams share information and tools, only 17 percent provide open access to information without time restrictions. The survey also found that 50 percent of respondents said the tools, processes and steps they employ vary from incident to incident.
Most of those organizations have very little in the way tools that enable them to effectively conduct a post-mortem analysis of those incidents, added Peete.
The arrival of the xMatters Flow Designer tool comes at a time when organizations are trying to find ways to meld the highly structured ITIL processes that most IT organizations rely on today and the inherently more agile approaches based on best DevOps practices. The most recent iteration of the ITIL framework incorporates some DevOps principles, but it’s apparent the two approaches to managing IT will be employed side by side in many organizations for many years to come. Developers these days tend to prefer DevOps methodologies, while IT administrators tend to appreciate the consistency of an ITIL framework that was designed to address IT governance concerns. By providing a set of workflow tools that span both those approaches, Peete said IT organizations can more easily meld those two approaches on their own terms.
At the same time, an extensible approach to incident management makes it possible for IT organizations to incorporate new tools into those workflows as their IT environment evolves. That capability also should make it easier to integrate incident management workflows across multiple organizations as well as incorporate a new IT environment as a result of acquiring another company.
Regardless of the path chosen, it’s clear that as organizations increasingly realize how dependent their business processes are on software in the age of digital business transformation, the more likely it is they will embrace DevOps practices. However, that doesn’t mean organizations need to abandon ITIL; there are plenty of IT processes that benefit from a highly structured approach. In fact, arguably the most important thing is to not let a philosophical debate over the merits of DevOps versus ITIL wind up becoming a major distraction that creates two isolated cultures who refuse to collaborate with one another.