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Modernising ITSMto Achieve DevOpsSuccess

Introduction

INTRODUCTIONIntroductionIT service management (ITSM) is the backbone ofmost enterprise IT organisations today. Servicedesk and incident management applicationsoften define IT support. IT teams rely on ITSM tohelp manage almost every service they deliver totheir colleagues and customers.Delivering service shouldn’t be complex, but traditional ITSM toolsaren’t keeping up with today’s pace of change. ITSM tools weredeveloped in the 1980s when innovation was dictated bymainframes and 10 Mbps networking speeds. Back then enterpriseorganisations were simply trying to agree on common practices.Today the pace of change has never been faster. Companies rise andfall based on their ability to deliver new technologies and servicesquickly, and agile and DevOps culture define successful businesses.New ITSM software solutions have emerged that improvecollaboration, team communication, speed and transparency. Thesesoftware solutions not only support – but also foster – DevOpsprocesses. Today Atlassian is a key enabler of transformation andmodernisation efforts, with companies pushing to automateMODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

INTRODUCTIONuser-centric processes to improve customer, client and employeesatisfaction, while saving money and improving productivity withproducts like Jira Service Desk, Opsgenie, and Statuspage.The ITSM mindset is shiftingIn this guide, you will learn an approach to ITSM that combines newIT industry standards and the principles of agile and DevOps so youcan focus on services that deliver business value. If you feel boggeddown by heavy, old school ITSM tools, it may be time to switch. We’lldeep dive into how Atlassian approaches modern ITSM with its suiteof products.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

ITSM and ITIL

ITSM AND ITILITSM and ITILITSM is how you manage the delivery of end-toend IT services. The IT Information Library (ITIL) isone of the most commonly adopted best practiceframeworks for ITSM. The latest iteration of ITIL(ITIL 4) is a paradigm shift for IT teams. It offers amore holistic and flexible frame of reference,while embracing modern ways of working withagile and DevOps processes. Gone are the daysof inflexible IT management and heavyworkflows. IT teams are shifting to morecollaborative, iterative, and customer-centricapproaches in order to break down silos, adaptquickly, and deliver seamless experiences. Inshort, ITSM is becoming more agile.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

ITSM AND ITILConvergence of DevOps and ITSMIn the IT industry, we often hear varying opinions around DevOpsand ITSM. These concepts are typically pitched against each other asan either/or decision, such as “we are either an ITIL or a DevOpshouse.”The reality is that ITIL 4 is leading ITSM into the agile and DevOpsera. The new version of ITIL transitions from rigid policies and silos totransparency and communication. It removes walls between IT,coworkers, and customers.ITIL helps teams work smarter and quicker, but also provides therequired process and control. Modern, high performing teams andorganisations are starting to realise this and use elements of both.Applying agile and DevOps principles to ITSM leads to collaborativeservice delivery and iterative service improvement. By harnessing thecore principles of both ITIL and DevOps, your ITSM will transformfrom “doing things right” to “doing the right things.”MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

Atlassian modern ITSMsoftware solutions

ATLASSIAN MODERN ITSM SOFTWARE SOLUTIONSAtlassian modern ITSM software solutionsAtlassian has modernised ITSM to supportDevOps organisations with changes in servicedesk, incident management and stakeholdercommunication. Atlassian Jira Service Desk,Opsgenie, and Statuspage are used by leadingorganisations to enable ITSM at DevOps speed.A collaborative service desk where you can easily receive, track,manage, and resolve requests from your team’s customers. Itenables agile and DevOps processes with modern customer selfservice and improved transparency. IT and developer organisationscan solve problems faster because they can link and track issuesfrom inception to resolution across teams. Everyone has fullvisibility into the queue, and all the right experts can collaborate tosolve issues faster. As a result, developers and IT staff have moretime to focus on building better software and services.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

ATLASSIAN MODERN ITSM SOFTWARE SOLUTIONSA cloud-based incident response platform, empowering teams toplan for service disruptions and to stay in control during incidents.The platform consolidates notification management into a singlemanagement system. Opsgenie improves communication byintegrating with applications like Slack and HipChat. Incident Statusweb pages can also be created automatically to acceleratestakeholder notifications about incident resolution progress andservice health.Provides hosted status pages for your company. It functions as thecommunication piece of incident management processes. It keepsusers in the loop through the incident management processes –from “investigating” through “resolved.” Statuspage makes it easy forcustomers to understand what is going on. Incidents are prominentlydisplayed at the top of the page for visitors to see right when theyarrive.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

Lean ITSM

LEAN ITSMLean ITSMWhen IT teams are looking to increase velocity,improve efficiencies and minimise waste,applying a combination of ITIL and agile brings amuch more pragmatic approach to ITSM. JiraService Desk, Opsgenie, and Statuspage helpcompanies deliver modern ITSM by providingcapabilities that fulfil the promise of agile andDevOps.“Shift-left” with self-serviceThe ability to “shift-left” and deliver quality self-service is a topDevOps priority. Jira Service Desk makes it simple to provide userswith easy access to self-service, while simultaneously ensuring agreater level of visibility and collaboration across various functionalareas and improved customer satisfaction. From a single portal, usershave access to every service desk project from a single global HelpCenter.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

LEAN ITSMMeasure support service with KPIsMeasure support service with KPIs DevOps organisations valuetransparency. A service desk offers guarantees around things likeuptime, first-call resolution, and time-to-recovery. KPIs are thespecific metrics that track whether the IT service desk fulfills theseguarantees. Jira Service Desk makes the guarantees transparent bygraphing and sharing KPIs for metrics like SLA success rate, averagetime to resolution, and average cost.Proactively communicate service disruptionsCommunication is a core tenet of agile and DevOps, and crucialwhen IT systems fail and people cannot do their jobs. Statuspageforestalls disruption by making it easy for everyone to seenotifications for planned and unplanned incidents.AutomationAtlassian realised the importance of automation for IT teams andincluded it as a key capability in Jira Service Desk. Automation needsto be straightforward and intuitive to implement because IT teamsdon’t need another time consuming development task. Jira ServiceDesk provides a simple, intuitive UI where a project admin can easilydefine the rule that will replace a manual task.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

LEAN ITSMLEAN ITSMAtlassian also automates incident management processes withOpsgenie. With Opsgenie’s various, bi-directional, ITSM integrations,you can bring ITSM into the DevOps age. The bi-directional hooksand shared data repositories between Opsgenie and other Atlassiantools such as Jira Service Desk, Statuspage incident communicationsoftware and Confluence collaboration tool allow data to be sentand processed both ways between Opsgenie and other applications.As companies progress into problem and incident managementcapabilities, such integrations facilitate seamless transition toautomated remediation steps and the creation of feedback loopsfor continuous process improvement.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

Get started withmodern ITSM

GET STARTED WITH MODERN ITSMGet started with modern ITSMITSM is entering an era of speed, agility andcollaboration. Companies are replacing classicITSM solutions with modern variants based onITIL, agile and DevOps processes. By promotingcontinuous flow, “shift left”/agile approaches toservice management, and automated quality andmonitoring, Atlassian can support thoseorganisations who are struggling to accelerateand modernise ITSM in support of DevOps. If youfeel bogged down by heavy, old school ITSMtools, it may be time to switch.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

Implementationwith Adaptavist

GET STARTED WITH MODERN ITSMImplementation with AdaptavistThe implementation or replacement of an ITSM solution is a majortransformation initiative that affects every user in any IT organisation.Successful ITSM projects call for a considered, deliberateimplementation of IT service delivery excellence and must take intoaccount a variety of intangibles – which go way beyond just acompetent technology solution. This is not achieved overnight, butrather as a series of cohesive transitional steps to achieve a desiredimprovement. We recommend a strategic approach that consists ofthe following basic steps: Pursuing the organisation’s main objectives behind ITSMtransformation, by taking into account the pain points andthe existing state of its infrastructure and resources. Based on the above, establishing the organisation’s visionfor the future and the ways and resources to effectivelyachieve it. This involves setting pragmatic short- and longterm goals that align with the overall needs of the business.You need to take into account where you want to see yourbusiness in a month, in a year, in five years, and so on. Yourgoals comprise the road map that defines the future ofyour business. Charting out an action plan and the concrete steps neededto move from the current state of IT to the desired state.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

GET STARTED WITH MODERN ITSMOnce the strategy is created, it becomes important to apply acontinuous cycle of evaluation (and re-evaluation), architecture,deployment, and support of IT services. This will enable you todetermine if the implementation is succeeding or if you need to takea relook at your existing strategies.Organisations that wish to optimise IT infrastructure, businessoperations, and production often turn to consulting groups likeAdaptavist, who dispatch IT service management experts to provideITSM consulting, tool implementation, and managed services. AsPlatinum Solution Partner, we can accelerate your ITSMtransformation by providing end-to-end solutions – from strategyand design to transition and operations with a focus on continualservice enhancements. We show organisations how to apply agilepractices to ITSM and deliver more value to the modern enterprise insupport of their DevOps and digital transformation.MODERNISING ITSM TO ACHIEVE DEVOPS SUCCESS

We help organisations transform to continuous change being theirbusiness as usual. We do this by supplying technology, providingadvice, and delivering change through modern, iterative approachesto development,deployment, and application lifecycle management.Adaptavist is Atlassian’s largest platinum partner, supporting morethan half of the Fortune 500. We are uniquely placed to provide ourexperience, expertise, and insight to help your business.Whether you want training for your team, to build a softwareplatform for your company, or to automate your existing tooling, wecan help you. If you want to unlock the full power of Atlassian andtransform your business at scale, get in touch with our team today.Visit our website to learn moreadaptavist.com

Jira Service Desk makes it simple to provide users with easy access to self-service, while simultaneously ensuring a . Communication is a core tenet of agile and DevOps, and crucial when IT systems fail and people cannot do their jobs. Statuspage fo