Taking ITIL as the most common ITSM framework (though there are others such as COBIT and ISO20000 which can still work alongside DevOps), ITIL processes chime with a number of processes that DevOps teams touch on. Things like Demand, Release, Change, Incident, Problem and Request Management.
Consequently, it’s important to get your process design and alignment right. You need to agree what can be shared between DevOps tools and ITSM tools, to minimise the need for double keying or rework, and ensure they fit the right risk profile.
Among the advantages of using ITSM with DevOps are a higher level of process automation, and the ability to utilise your whole range of existing tools. For example, as part of a change process you can have different tools for your log, validate, approve, implement, and review stages, with DevOps pulling the right information together in the change ticket. Bringing DevOps into the mix also gives operations teams better visibility of the environment, and integrated tools to reduce time between incident detection and resolution.
Unifii and ServiceNow
Unifii is a team of enterprise service management and automation professionals. We’re aligning DevOps with service management using our ITSM platform of choice, ServiceNow, which has the automation capabilities to make the Integration between DevOps and ITSM a reality.
ServiceNow is a platform that’s massively growing in popularity, becoming one of the leading ITSM solutions, particularly for Discovery and Orchestration.
ServiceNow can act as a key coordination system and integration layer between the different systems involved in the DevOps lifecycle. It offers a range of applications that can help ensure a smooth and effective integration between your ITSM and DevOps processes: such as Change, Release, Project and Test Management; SDLC; and IT Orchestration.
The aim is to provide more visibility and auditability for the business by linking processes and tools together sensibly. The result, is improved alignment of your technology and business goals to improve your bottom-line.
Looking to streamline your software development lifecycle?
If you have questions about integrating DevOps and ITSM, or need support, whether you are an ITIL or non-ITIL house, feel free to talk to us. We can help you get the best from your tools and processes, and help you achieve a good balance between speed of delivery for the business, and process compliance.