Service Management Integration With Agile Practices
Understand how Agile transformation affects service management.
- Work efficiently and in harmony with Agile and service management to deliver business value.
- Optimize the value stream of services and products.
- Leverage the benefits of each practice.
- Create a culture of collaboration to support a rapidly changing business.
Our Advice
Critical Insight
Agile and Service Management are not necessarily at odds; find the integration points to solve specific problems.
Impact and Result
- Optimize the value stream of services and products.
- Work efficiently and in harmony with Agile and service management to deliver business value.
- Create a culture of collaboration to support a rapidly changing business.
Service Management Integration With Agile Practices
Understand how Agile transformation affects service management
Analyst Perspective
Don't forget about operations
Many organizations believe that once they have implemented Agile that they no longer need any service management framework, like ITIL. They see service management as "old" and a roadblock to deliver products and services quickly. The culture clash is obvious, and it is the most common challenge people face when trying to integrate Agile and service management. However, it is not the only challenge. Agile methodologies are focused on optimized delivery. However, what happens after delivery is often overlooked. Operations may not receive proper communication or documentation, and processes are cumbersome or non-existent. This is a huge paradox if an organization is trying to become nimbler. You need to find ways to integrate your Agile practices with your existing Service Management processes.
Renata Lopes
Senior Research Analyst
Organizational Transformation Practice
Info-Tech Research Group
Executive Summary
Your Challenge
- Work efficiently and in harmony with Agile and service management to deliver business value.
- Optimize the value stream of services and products.
- Leverage the benefits of each practice.
- Create a culture of collaboration to support a rapidly changing business.
Common Obstacles
- Culture clashes.
- Inefficient or inexistent processes.
- Lack of understanding of what Agile and service management mean.
- Leadership doesn't understand the integration points of practices.
- Development overlooks the operations requirement.
Info-Tech's Approach
- When integrating Agile and service management practices start by understanding the key integration points:
- Processes
- People and resources
- Governance and org structure
Info-Tech Insight
Agile and Service Management are not necessarily at odds Find the integration points to solve specific problems.
Your challenge
Deliver seamless business value by integrating service management and Agile development.
- Understand how Agile development impacts service management.
- Identify bottlenecks and inefficiencies when integrating with service management.
- Connect teams across the organization to collaborate toward the organizational goals.
- Ensure operational requirements are considered while developing products in an Agile way.
- Stay in alignment when designing and delivering services.
The most significant Agile adoption barriers
46% of respondents identified inconsistent processes and practices across teams as a challenge.
Source: Digital.ai, 2021
43% of respondents identified Culture clashes as a challenge.
Source: Digital.ai, 2021
What is Agile?
Agile development is an umbrella term for several iterative and incremental development methodologies to develop products.
In order to achieve Agile development, organizations will adopt frameworks and methodologies like Scaled Agile Framework (SAFe), Scrum, Large Scaled Scrum (LeSS), DevOps, Spotify Way of Working (WoW), etc.
- DevOps
- WoW
- SAFe
- Scrum
- LeSS
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Talk to an Analyst
Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.
Book an Analyst Call on This Topic
You can start as early as tomorrow morning. Our analysts will explain the process during your first call.
Get Advice From a Subject Matter Expert
Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.
Unlock Sample ResearchContributors
Hoedeman, Richard. Agile coach and consultant, Ctrl Improve
Jordao, Joao. Product Manager, Global Hitss
Develop a Plan to Pilot Enterprise Service Management
Create a Service Management Roadmap
Design and Build a User-Facing Service Catalog
Create an IT View of the Service Catalog
Initiate Your Service Management Program
Develop Meaningful Service Metrics
IT Service Management Selection Guide
Service Management Integration With Agile Practices
Define Your Enterprise IT and Digital Services