A primary recommendation in Gartner’s 2022 Strategic Roadmap for IT Service Management is to enable IT and product teams to practice ITSM. In other words, you need IT and product teams to work collaboratively under the same umbrella.
Information technology service management (ITSM) is an IT framework focused on the processes and technological aspects of planning, enabling, delivering, and continuously managing IT services. The main goal of ITSM is to serve IT services to customers in a timely and auditable manner. Typically, this is achieved using well-defined ITSM processes like:
- Configuration management
- Incident management
- Problem management
- Change request management
- Service Request Fulfillment
- Release management
- Service level management
Because ITSM is used to manage end-to-end delivery, it’s often compared to DevOps. DevOps (with “Dev” referring to “development” and “Ops” referring to “operations”) is a practice that combines software application development and IT operations. It actively works against the siloing of development and operations teams.
We’ve created a report, “Getting Product and IT Teams Under the Same Umbrella with Jira Service Management.” It provides best practices for getting your IT and Product teams under the same umbrella, and we’d love to share it with you!