Название: ITSM Value Streams: Transform opportunity into outcome
Автор: David Billouz, Akshay Anand, Rajiv Dua, Mark Smalley
Издательство: BCS, The Chartered Institute for IT
Год: 2023
Страниц: 352
Язык: английский
Формат: epub (true)
Размер: 10.2 MB

ITSM Value Streams is a comprehensive guide to organizations on how to effectively utilize IT services to achieve business outcomes. It emphasizes the importance of understanding the value streams that flow through an organization and how IT services can be configured and applied to co-create value between IT service providers and consumers. The book provides practical insights on how to identify and eliminate anti-patterns, while introducing ways of working that reduce waste and frustration. By focusing on the bigger picture and providing fast feedback, teams are able to improve their work and contribute to the overall success of the organization. This is an essential resource for people in IT service management, IT managers, IT service managers, consultants and offers the chance to learn how to apply value stream thinking to achieve their IT service management objectives and also to get familiar with value management concepts.

Over the years, software development teams have adopted the principles of Agile and development operations (DevOps), empowering them to build faster and with greater quality. The shift to the cloud and on-demand infrastructure gave access to agile environments. This culture has forced the service management team to provide support to access requirements, review changes, fix incidents and run the help desk to operate at high velocity focusing on speed to provide value. Speed is a critical element of high-velocity teams. The focus is on speed to provide value. The need is to build powerful automation and alerts for critical services to monitor your operations and maximise your team’s effectiveness during an incident.

High velocity in service management demands:
• Setting up service-based alerts and incident routing.
• Change management to be built for the DevOps.
• Faster innovation with automated change risk assessments and advanced approval workflows.
• Configured service-based approvals.
• Integrations with popular CI/CD tools such as Bitbucket Pipelines, Jenkins and CircleCI.