{"id":20167,"date":"2019-11-21T13:36:38","date_gmt":"2019-11-21T13:36:38","guid":{"rendered":"https:\/\/www.topdesk.mom\/en\/?p=20167"},"modified":"2025-05-19T09:44:17","modified_gmt":"2025-05-19T08:44:17","slug":"itsm-devops","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/en\/blog\/itsm-devops\/","title":{"rendered":"ITSM & DevOps: friends or foes?"},"content":{"rendered":"

You\u2019ve heard of DevOps. You know it means that development and IT operations will work together more. The goal is to make better products for customers faster, and to be more aligned with business goals. So far, it sounds pretty great. But something doesn\u2019t sit well. <\/strong><\/p>\n

Because what about your service department? You work towards a better experience for the same customers. How do you keep your services relevant with DevOps at the wheel? Will DevOps be the end of ITSM<\/a>?<\/strong><\/p>\n

How to keep up with DevOps<\/h2>\n

Of course we don\u2019t think DevOps is going to end your service department. It is essentially just a collaboration between Development and Operations. The goal is merely to improve the alignment between how IT products are created by development and how Operations runs them once they\u2019re out in the real world. But service department representatives are often on their guard when DevOps is mentioned in the organization.<\/p>\n

Why? Because you don\u2019t want to be left behind, or lose your seat at the table. It\u2019s great that DevOps wants to be more efficient, but your services need to be able to keep up. And how will you make sure your services match your customers\u2019 demands if DevOps just go their own way?<\/p>\n

Benefits of DevOps + ITSM collaborating<\/h3>\n

So, what\u2019s the solution? It\u2019s easier than it sounds. Make sure you join in. And this is more than just going with the flow because you can\u2019t fight the current. There are serious benefits to IT service management-DevOps collaboration.<\/p>\n

One team, one goal<\/h3>\n

What\u2019s your main goal as a service department? Helping your customers. And what\u2019s the main goal of DevOps? Helping those same customers. In fact, one of the reasons why DevOps even exists is to improve customer experience with better alignment. But customer experience, that\u2019s your service desk\u2019s area of expertise! So what do you do? You hop on that DevOps train and change the destination to the ITSM DevOps department.<\/p>\n

DevOps is nothing to be afraid of. DevOps and ITSM would both benefit greatly from working together more, so both parties can be more efficient and provide better service to your customers.<\/p><\/blockquote>\n

ITSM + DevOps = a complete story<\/h2>\n

DevOps is about breaking down silos. The word says it all. You go from Development and Operations to one single team. But here\u2019s the problem: DevOps could become just a new, bigger silo. This is where ITSM can make the biggest difference. DevOps is all about the product, you\u2019re all about the service. And the main fear you might have with the DevOps silo is that they\u2019ll make products you can\u2019t support with great service.<\/p>\n

So what\u2019s the solution? Once again, it\u2019s working together. As long as you\u2019re breaking down silos, why not break down another little wall? The wall between product and service. Between DevOps and your service department.<\/p>\n

Why bring ITSM and DevOps together?<\/h3>\n

Even though ITSM and DevOps serve the same customers, the way they work is very different. DevOps creates and manages a product, and their main goal is to keep everything up and running. They\u2019re responsible for the product as a whole, but usually they focus on a few changes or improvements at once. They work according to Agile methods<\/a>.<\/span><\/p>\n

In ITSM on the other hand, you get questions about everything, all the time. Your work is unpredictable enough as it is. Agile has a lot to offer your line of work, but in the end you also need guidelines to create more structure in your teams\u2019 work. You probably use the ITIL framework<\/a>, which may seem slow and complicated to your colleagues in DevOps. So how do you unite the two teams?<\/p>\n

There are two main problems that service desks face when they aren\u2019t all that close to DevOps. The combination is a bit of a paradox, because things at DevOps tend to move both too fast and too slowly, depending on who you ask and when you ask them.<\/p>\n

The challenges of bringing ITSM and DevOps together<\/h3>\n

Here\u2019s what happens: DevOps have their own pace and plans to work with. They work on products and features, usually according to the demands of key stakeholders. Meanwhile, your service desk is the place where customers go when they have issues or need help with existing features, or when existing features don\u2019t provide what they need.<\/p>\n

Can you tell where this is going? The two tracks aren\u2019t always in sync. For instance, DevOps releases new features much faster than they used to before they started to team up. The result? Your service agents receive questions they can\u2019t answer yet. Plus, the answers are always changing, so you can\u2019t rely on past experience.<\/p>\n

At the same time, sometimes it feels like you\u2019re waiting for DevOps forever. This happens when you get calls, particularly recurring calls, about features that need to be fixed or functionalities that you don\u2019t offer yet. You send a request to DevOps, but they\u2019re working on other things, so it seems like (and sometimes it really is) ages before anyone finds the time to help you out.<\/p>\n

How do get your service desk and DevOps in sync?<\/h3>\n

At first glance, bringing the two new silos of IT together seems like a pacing issue. But you don\u2019t actually need to work on the same things at the same time, and the question isn\u2019t which branch should be in control. It\u2019s really pretty simple: collaboration requires communication. DevOps is actually great news for your service desk, provided that people at the service desk know what\u2019s going on. DevOps should let the service desk know what they\u2019re working on and what the expected release date is. If anything changes, the service desk needs to know about that too.<\/p>\n

At the same time, service management and even service agents will have to communicate their needs to DevOps. If customers have issues you can\u2019t solve with the means you have available, make sure DevOps knows what problems you see out in the wild. And provide the information they need to prioritize. Information from IT services is valuable for DevOps: it enables them to pay more attention to what your customers are really asking for, and provide a better product as a result.<\/p>\n

Start investing in collaboration<\/h3>\n

So, what\u2019s the lesson here? DevOps is nothing to be afraid of. DevOps and ITSM would both benefit greatly from working together more, so both parties can be more efficient and provide better service to your customers. There is no battle for survival: everybody wins.<\/p>\n

Discover which other ITSM terms you should know about in this blog posts<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

ITSM & DevOps: Friends or foes? Spoiler: It’s friends. Pacing is the challenge, communication is the key. Find out more in this blog post.<\/p>\n","protected":false},"author":1,"featured_media":20185,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-20167","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nDevOps and ITSM: Building Better Service Management<\/title>\n<meta name=\"description\" content=\"Explore the relationship between DevOps and service management. 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