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What are the key considerations for IT service management frameworks in a DevOps environment?

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DevOps is a set of practices that aims to deliver software faster and more reliably by breaking down the silos between development and operations teams. IT service management (ITSM) is a framework that helps organizations align their IT services with their business goals and customer needs. How can these two approaches work together in a harmonious and efficient way? In this article, you will learn about the key considerations for ITSM frameworks in a DevOps environment.

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1 ITSM and DevOps compatibility

Some people may think that ITSM and DevOps are incompatible, as ITSM is often associated with rigid processes, documentation, and governance, while DevOps is seen as agile, flexible, and collaborative. However, this is a misconception, as ITSM and DevOps can actually complement each other and share common principles, such as customer focus, value delivery, continuous improvement, and feedback loops. ITSM can provide DevOps with a clear vision, strategy, and structure for IT services, while DevOps can help ITSM adopt a more responsive, adaptive, and innovative culture.

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2 ITSM frameworks for DevOps

When selecting and implementing an ITSM framework for DevOps, there are various options to choose from, such as ITIL, COBIT, ISO/IEC 20000, and FitSM. Each has its own strengths and weaknesses, so it's important to select one that is suitable for your organization's size, complexity, maturity, and objectives. In addition, you should adapt the framework to your specific context and needs rather than following it blindly or rigidly. Moreover, the focus should be on the outcomes and value of IT services rather than processes and procedures. Aligning the framework with DevOps principles and practices like automation, collaboration, feedback, and experimentation is also essential. Finally, you should continuously monitor, measure, and improve the framework based on data and feedback from DevOps teams and customers.

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Yvonne McGinnis

DevOps Engineering, ITMLP student. l'm looking to further my educational training prior to working, or while I work. I would like to spend 4 hours in school, and 4 hours at work daily.
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All techniques, strategies, Frameworks, and even Best Practices should be tailored to meet organizational objectives and goals; taking a closer look at containerization architecture, Modernized principles, Optimization, Deployment, Security, and Testing to ascertain available Modeling choices as a 'best practice'. RHEL Insights provisions risk, and recommendations, and enterprise cost factors of consideration in terms of modeling, analyzation, and appropriate framework. I think the critical issue of consideration is the need of precision in ascertaining the correct protocol due to the various 'tradeoffs' in the decision-making process. Our DevOps workflow (CI/CD) is just a way of organizing all relevant activities of the aforementioned.

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3 ITSM processes for DevOps

ITSM processes are the activities and tasks that enable the delivery and management of IT services. DevOps teams can benefit from these processes, such as service strategy, which helps align their work with the business strategy and customer expectations, and to prioritize and plan their projects and resources. Service design ensures the quality, reliability, and performance of software products and services. Service transition helps automate, streamline, and coordinate software delivery processes. Service operation monitors, troubleshoots, and resolves issues or requests related to software products and services. Lastly, continual service improvement identifies and implements improvements based on data, feedback, and lessons learned to optimize software products and services and enhance customer satisfaction.

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Yvonne McGinnis

DevOps Engineering, ITMLP student. l'm looking to further my educational training prior to working, or while I work. I would like to spend 4 hours in school, and 4 hours at work daily.
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The DevOps Pipeline is designed to produce the ease of managing services, and successful outcomes that organizations look to in terms of quality, scalability, and value. The four stages to the Pipeline (Build, Testing, Deploying, and Monitoring) works toward delivering specific positive results in the overall digitally transformative process. Each of the 4 stages have multiple steps that collectively delivers on code analysis, automation, performance testing, release management, security, alerts, and feedbacks that encompasses other team members, and allows for better design and organization of a service management workflow. The Insights of the DevOps Pipeline allows for Continuous Improvement and Optimization.

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4 ITSM roles for DevOps

ITSM roles are the responsibilities and accountabilities that define the functions and relationships of IT service providers and consumers. Key ITSM roles for DevOps include the Service Owner, Product Owner, DevOps Engineer, and DevOps Team. The Service Owner is responsible for the end-to-end delivery and management of an IT service, from defining the service strategy to ensuring it meets customer needs. The Product Owner is responsible for the vision, roadmap, backlog, and prioritization of a product or service, representing the customer voice and value. The DevOps Engineer is responsible for integration, automation, and orchestration of software development and delivery processes. Finally, the DevOps Team is responsible for cross-functional collaboration and coordination to follow DevOps principles and practices. All these roles collaborate with customers and stakeholders to deliver value and satisfaction.

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Yvonne McGinnis

DevOps Engineering, ITMLP student. l'm looking to further my educational training prior to working, or while I work. I would like to spend 4 hours in school, and 4 hours at work daily.
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The DevOps role/responsibility is ideally comprised of an organized developmental workflow of collaboration, integration, automation, and orchestration of software development, as-well-as the delivery of various collective executions throughout the software delivery process. The DevOps workflow identifies the What? When? Why? How? Where? of the software delivery cycle, as well as the Who? in terms of communicating and collaborating effectively. A critical component of the work that we do as DevOps Engineers entails automation, testing, evaluating, experimenting, collaborating, communicating, and adapting our practices and implementations based upon a metric system and feedback. On the DevOps platform, flow must be measured end-to-end.

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5 ITSM tools for DevOps

ITSM tools are the software applications and platforms that support the ITSM processes and roles. Service desk is a key tool for DevOps, used to manage the communication, interaction, and relationship between IT service providers and consumers. It logs, tracks, and resolves incidents, problems, events, and requests related to IT services. Configuration management database (CMDB) stores and manages information and relationships of IT service assets and configurations. Automation tools streamline software development and delivery processes with continuous integration, delivery, testing, monitoring, and feedback. Collaboration tools facilitate communication, collaboration, and coordination of DevOps teams with code sharing, editing, reviewing, and agile practices.

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Yvonne McGinnis

DevOps Engineering, ITMLP student. l'm looking to further my educational training prior to working, or while I work. I would like to spend 4 hours in school, and 4 hours at work daily.
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There are so many tools that could be utilized in the DevOps platform based entirely upon need. For example, you might want a tool for Capacity Planning; or a tool to reduce costs. You might need a troubleshooting tool, or a tool to increase storage utilization. A tool for simplifying reporting is not uncommon in the industry of DevOps. But some of the most common DevOps tools might be one such as Terraform (managing Infrastructure as Code), Prometheus (Monitoring), Ansible (Automation, and Configuration Management), Chef, and Puppet (Configuration Management), Jenkins (Continuous Integration), AI/Generative AI (Intelligence/Insights), Kubernetes (Orchestration, Scheduler, Monitor), ML, and Advanced Learning (Intelligence/Insights).

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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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Yvonne McGinnis

DevOps Engineering, ITMLP student. l'm looking to further my educational training prior to working, or while I work. I would like to spend 4 hours in school, and 4 hours at work daily.
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Love Generative AI, the fact that it mimics human behavior; having the capacity to think outside the box. It's creativity is fabulous because it can work to solve complex problems.

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What are the key considerations for IT service management frameworks in a DevOps environment?

1

2

3

4

5

6

1 ITSM and DevOps compatibility

2 ITSM frameworks for DevOps

3 ITSM processes for DevOps

4 ITSM roles for DevOps

5 ITSM tools for DevOps

6 Here’s what else to consider

Information Systems

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What are the key considerations for IT service management frameworks in a DevOps environment?

1

2

3

4

5

6

1 ITSM and DevOps compatibility

2 ITSM frameworks for DevOps

3 ITSM processes for DevOps

4 ITSM roles for DevOps

5 ITSM tools for DevOps

6 Here’s what else to consider

Information Systems

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