How ITSM will help and who applies this methodology

Let's talk about three tasks that ITSM will help solve: development management, data protection, and process optimization outside of IT departments.

Source: Unsplash / Photo: Marvin Meyer

Software development management

Flexible methodologies like scrum are used by many companies. They are even used by Axelos engineers who develop the ITIL methodology. Four-week sprints help the team track progress and properly allocate human resources. But a number of organizations face difficulties in switching to agile. The fact is that without a major restructuring of the workflow, sprints and other components of flexible methodologies are ineffective or generally useless. Here ITSM comes to the rescue, and specifically, software development management systems.

They provide an opportunity to more deeply control the entire life cycle of the application: from prototype to release, from support to release updates. Software development lifecycle services can help manage software development. Such software tools allow you to combine several development methodologies at once (say, waterfall and scrum) and simplify the adaptation of employees when migrating to agile. Platforms provide the opportunity to conduct daily meetings, discuss planned work. You can also keep a product backlog here.

For example, one of the largest lottery suppliers in Australia uses the SDLC tool. The system helps company developers manage their schedule and monitor the implementation of more than 400 different tasks.

Protection of personal information

This year, European regulators fined a Danish furniture company in the amount of 200 thousand euros. She did not promptly delete the personal data of almost four hundred thousand customers - according to the GDPR, they can be stored no longer than the processing goals require. A fine for a similar violation was issued to one of the Lithuanian payment services - the amount amounted to 61 thousand euros.

To avoid such errors and optimize work processes, ITSM will help, namely, the IT Infrastructure Management Service (ITOM). With it, a company can deploy and populate a dedicated configuration management database (CMDB). It allows you to track the relationship between the individual components of the infrastructure. So, it becomes easier to find errors in business processes and monitor how stored data is used.

Source: Unsplash / Photo: Franki Chamaki

ITOM already implements a large number of organizations. An example would be a KAR Auction Services auto auction. The company set up CMDB - it plays the role of a single source of information about all events related to the IT infrastructure and data with information about car buyers and sellers. The configuration management database also helped streamline workflows at one of Toronto's airports. It helps to monitor the operation of information systems responsible for the operation of passenger check-in counters and control centers.

Business Process Optimization Beyond IT

Initially, ITSM practices were used to manage the organization’s IT infrastructure. However, they quickly went beyond the technical departments. For example, there are cases when the automation platform ServiceNow was used to manage a brewery .

ITSM methodology is also being actively implemented in scientific laboratories and in large enterprises. For example, ITSM practitioners apply at CERN. With their help, the laboratory solves logistics and fire protection issues, monitors the condition of buildings and structures, as well as paths and parks on its territory. Similar cases exist in Russia - one of the largest engineering plants uses the ITSM methodology. Six months ago, specialists automated the incident management processes in the enterprise and organized the Service Desk service.

Source: Unsplash / Photo: Tim Gouw

According to last year’s study ( p. 3 ), in which analysts interviewed representatives of several hundred startups and large organizations, 52% of companies implement ITSM outside of IT departments - five years ago, this figure was 38%. Experts predict that if the trend continues to gain momentum, in the near future the letter combination "IT" may completely disappear from the name ITSM.

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