In this post, we look at the importance of IT Service Management (ITSM) and how failing to adopt an agile approach can lead to best practices being ignored.
According to Gartner, by 2023 80% of ITSM teams that fail to adopt an agile approach now will find their ITSM practices ignored or bypassed as a result of more agile ways of working being adopted elsewhere in the organisation. Unsurprisingly, Infrastructure and Operations (I&O) leaders are already taking steps.
Steps to agile IT Service Management
In November 2020, Atlassian released the evolution of Jira Service Desk to incorporate richer ITSM capabilities enabling development, IT Operations, and business teams to collaborate at high velocity, respond to changes, and deliver greater employee and customer service experiences. The improved product renamed Jira Service Management (JSM), came after Atlassian expressed its intention to invest heavily in ITSM.
Jira Service Management is the only ITSM solution built on the Jira platform, created to support agile methodologies
IT Service Management practices can be bureaucratic and inflexible, resulting in conflict between ITSM and agile or DevOps practitioners.
According to Gartner, there are more than 400 different ITSM tools on the market, however, JSM is the only purpose-built solution for IT Service Management that delivers value fast and ensures easy collaboration across IT Operations and DevOps teams. It is currently employed by over 25,000 organisations worldwide.
Get help with Jira Service Management
For more info on how your business can benefit from ITSM and the changing roles of those in Infrastructure and Operations, contact our friendly department of Atlassian consultants by clicking the button below.