Session 102: Accelerating Service Management

Donna Knapp (Curriculum Development Manager, ITSM Academy)

Location: ChampionsGate

Date: Tuesday, October 16

Time: 10:00am - 11:00am

Pass Type: Conference and Expo Package - Get your pass now!

Track: Connecting the Dots

Format: 60-Minute Expert Presentation

Vault Recording: TBD

Is your boss telling you to stop “doing” ITIL and to start doing DevOps? Have you perhaps heard that “ITIL is dead”?

You may have heard that DevOps and ITIL aren’t compatible, but the reality is that plenty of organizations have successfully adopted both service management processes and DevOps practices, such as continuous integration, continuous delivery, and continuous testing. It’s just that those processes and practices are just so streamlined and, in many cases, automated that people don't even realize that they’re executing service management. In this session, attendees will take a deep dive into the ITSM processes that are critical to DevOps and learn how those processes must be adapted to achieve high performance and deliver business value.

• Making the argument for DevOps and ITSM
• Challenging assumptions and misconceptions about DevOps and ITSM
• Key DevOps and ITSM integration points
• Adapting ITIL processes the Agile service management way
• Preparing for the next evolution