Let's talk about three tasks that ITSM can help with: development management, data protection, and process optimization outside of IT departments.
Source: Unsplash / Photo:
Software development management
Many companies use agile methodologies like scrum. They are even used by engineers from Axelos who develop the ITIL methodology. Four-week sprints help the team track progress and allocate human resources wisely. But a number of organizations face challenges in moving to agile. The fact is that without a major restructuring of the workflow, sprints and other components of agile methodologies turn out to be ineffective or even useless. Here, ITSM comes to the rescue, and specifically, software development management systems.
They give you more control over the entire life cycle of an application: from prototype to release, from support to release of updates. SDLC (Software Development Lifecycle) services can help you 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 make it possible to hold daily meetings and discuss planned work. You can also maintain a product backlog here.
For example, the SDLC tool is used by one of the largest lottery providers in Australia. The system helps the company's developers manage their schedule and keep track of more than 400 different tasks.
Protection of personal information
European regulators this year on the Danish furniture company a fine of 200 thousand euros. It did not promptly delete the personal data of almost four hundred thousand customers - according to the GDPR, their no longer than required by the processing purposes. Penalty for similar violation one of the Lithuanian payment services - the amount was 61 thousand euros.
ITSM, namely the IT Infrastructure Management Service (ITOM), will help to avoid such errors and optimize workflows. With it, a company can deploy and populate a custom configuration management database (CMDB). It allows you to track the relationships between individual components of the infrastructure. Thus, it becomes easier to find errors in business processes and monitor how stored data is used.
Source: Unsplash / Photo:
ITOM is already implementing a large number of organizations. An example would be the car auction KAR Auction Services. The company has set up a 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 towers.
Optimization of business processes outside of IT
Initially, ITSM practices were used to manage the organization's IT infrastructure. However, they quickly moved beyond the technical departments. For example, there are known cases when the ServiceNow automation platform was used to .
The ITSM methodology is also being actively implemented in scientific laboratories and large-scale industries. For example, ITSM practices are applied at CERN. With their help, the laboratory solves the issues of logistics and fire protection, monitors the condition of buildings and structures, as well as paths and parks on its territory. There are similar cases in Russia - one of the large machine-building plants uses the ITSM methodology. Six months ago, specialists automated the incident management processes on the territory of the enterprise and organized the Service Desk service.
Source: Unsplash / Photo:
According to last year's study (), in which analysts surveyed 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 of ITSM.
What else to read on the topic on HabrΓ©:
Source: habr.com