It’s simple. We need to design really good products and services, so that when we deliver them to the business – the services work. The fact that DevOps focuses on bringing the design stage of the lifecycle more in sync with the operational side – hallelujah. If we better understand the business and don’t design in a vacuum, then we will create better services and improve our customer experience.
Nothing can improve a customer experience better than great products and services. You can smile all you want over the phone, but if this is the third time the customer has called about an issue this month – the smile doesn’t go very far.
Quality products and services that are aligned to meet the business needs, and can be easily delivered, supported and maintained – that’s a pretty powerful dynamic. This is what makes it so appealing to organizations to pursue a closer synergy between DevOps and IT Service Management.
It just makes sense.
Watch the video below, and I invite your comments on the need for DevOps in ITSM.
Note: Special thanks to Cherwell software for inviting me to participate in the interview at HDI 2015.
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About the Author:
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, customer experience management, service management, governance, organization development, process engineering, service level management, and continual improvement.
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