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Last updated on 2024年8月14日

How do you balance ITIL best practices and agile principles in your IT service delivery?

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ITIL and agile are two popular frameworks for managing IT services, but they have different approaches and goals. ITIL focuses on standardizing processes, aligning services with business needs, and ensuring quality and efficiency. Agile emphasizes flexibility, collaboration, and customer feedback, and adapts to changing requirements and environments.

How can you balance ITIL best practices and agile principles in your IT service delivery? Here are some tips and examples to help you.

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Iain White

Tech Consultant | IT Leader | Mentor | Virtual CTO | Leadership Coach | Project Manager | Scrum Master | IT Strategy |…
Andy Bordanca

1 Understand the benefits and challenges of both frameworks

ITIL and agile have their own strengths and weaknesses, and you need to understand them before you can combine them effectively. ITIL can help you improve service quality, reduce costs, and increase customer satisfaction, but it can also be rigid, bureaucratic, and slow to respond to changes. Agile can help you deliver value faster, foster innovation, and improve team morale, but it can also be chaotic, inconsistent, and hard to measure. You need to find the right balance between structure and flexibility, and avoid the pitfalls of both frameworks.

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Hernán Aranda

ITSM Architect @ InvGate | ITIL Ambassador & ESM Advocate
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ITIL and Agile are frameworks that need to be customized to fit your organization’s needs. Knowing how these frameworks work will help you adapt them effectively to meet your goals. However, be cautious: applying these frameworks too rigidly can disrupt operations and harm the business. The main challenge is to leverage the flexibility of ITIL and the dynamics of Agile without creating unnecessary bureaucracy or making it harder to pivot and adapt operations to meet your organization's needs.

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Keshava MAYANNA

Start-Up Entrepreneur at We Deeming It Ltd
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Comparing ITIL and Agile to cryptocurrencies can highlight their strengths and weaknesses in the built-in quality, speed, and precision. ITIL, like Bitcoin, is a well-established framework focusing on stability and predictability, providing reliable service management practices. Conversely, Agile, like Ethereum or Ripple, is a newer and more flexible approach, allowing Agile teams to respond quickly to changing customer needs and market conditions in context. Choosing the proper framework or cryptocurrency depends on specific needs and priorities; organisations prioritising stability and predictability may prefer ITIL or Bitcoin, while those prioritising flexibility and responsiveness may prefer Agile, Ethereum, or Ripple.

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2 Align your IT strategy with your business strategy

One of the key principles of ITIL is to align your IT services with your business objectives, and this is also compatible with agile. You need to have a clear vision of what value you are delivering to your customers, and how your IT services support that. You also need to communicate this vision to your stakeholders, and get their buy-in and feedback. You can use agile methods, such as user stories, personas, and prototypes, to define and prioritize your service requirements, and to validate them with your customers.

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Andy Bordanca
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In essence it does not matter which approach you choose: The best decisions in the least time rely on the right people having the right information; Embrace change and you will succed

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Animesh Mukherjee

Our mission is to help every business adapt to a Cloud-native infrastructure faster, more securely and with costs optimized to meet strategic goals.
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The IT team has to start by mapping their strategies and initiatives with the business strategies and initiatives. Anything that the IT team is doing that doesn't have a place in the business priorities needs to be re-considered very closely. Then, choose the level of detail that the ITIL practices are defined at to match the business objectives and risk profile suitable for the business. Never add unneeded bureacracy, keep it simple and iterate to solve for gaps that appear.

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3 Adopt a service lifecycle approach

Another core concept of ITIL is the service lifecycle, which consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. You can use this approach to plan, deliver, and improve your IT services, and to integrate agile practices into each stage. For example, you can use agile techniques, such as sprints, scrums, and retrospectives, to execute and review your service design and transition activities, and to implement and monitor your service improvements.

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4 Empower your teams and foster collaboration

Agile is based on the idea of self-organizing and cross-functional teams, who work together to deliver value to the customer. You can apply this idea to your IT service delivery, and empower your teams to make decisions, solve problems, and learn from their mistakes. You can also foster collaboration between your teams, and with your customers, by using tools and platforms that facilitate communication, feedback, and knowledge sharing. You can also use ITIL processes, such as incident management, change management, and service level management, to coordinate and align your teams' efforts, and to ensure quality and consistency.

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David Colebatch

| CEO & Founder of Tidal | Empowering businesses to become agile using the cloud | Digital Transformation | Cloud Migration | Leadership | Entrepreneurship |
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I agree that empowered, cross-functions teams deliver better outcomes to businesses. Providing teams this empowerment in organizations where ITIL processes are strong requires us to apply the technique of “automating the mundane”. Essentially, if IT can automate their bureaucracy, then teams can deploy smaller changes more frequently. This shortens their feedback loop and increases their agility. So think twice before you introduce another form-based process to your IT organization. Automate it instead. Think: request APIs, cloud policies and embracing an enablement-and-audit approach, instead of a gatekeeper mindset.

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5 Measure and improve your performance

Both ITIL and agile emphasize the importance of measuring and improving your performance, and you can use both frameworks to do so. You can use ITIL metrics, such as key performance indicators \(KPIs\), service level agreements \(SLAs\), and balanced scorecards, to evaluate your service quality, efficiency, and effectiveness. You can also use agile metrics, such as velocity, burndown charts, and customer satisfaction, to assess your team's productivity, progress, and value delivery. You can use these metrics to identify and address gaps, issues, and opportunities, and to continuously improve your IT service delivery.

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Iain White

Tech Consultant | IT Leader | Mentor | Virtual CTO | Leadership Coach | Project Manager | Scrum Master | IT Strategy | Digital Transformation | IT Governance | Agile | Lean | Theory Of Constraints | SaaS | Brisbane.
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Balancing ITIL and agile in IT service delivery involves leveraging metrics from both to enhance performance. ITIL metrics like KPIs, SLAs, and balanced scorecards evaluate service quality and efficiency, while agile metrics such as velocity and burndown charts gauge team productivity and value delivery. This combined approach allows for a comprehensive assessment of IT services, identifying improvement areas for quality and agility. My experience has shown that integrating ITIL's structured service management with agile's flexibility in responding to change significantly boosts the overall effectiveness of IT service delivery, ensuring continuous improvement and customer satisfaction.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you balance ITIL best practices and agile principles in your IT service delivery?

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1 Understand the benefits and challenges of both frameworks

2 Align your IT strategy with your business strategy

3 Adopt a service lifecycle approach

4 Empower your teams and foster collaboration

5 Measure and improve your performance

6 Here’s what else to consider

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