itSMFA Bulletin February 2017 itSMFA 2017 February Bulletin | Page 6

An understanding of our service provision is
fundamental to
creating and
delivering
innovative solutions, and supporting them once
they are there. This is where ITSM can lead,
assist, and benefit the people pushing
development forward.
The “S” in ITSM stands for “service”, not process.
The heavy focus on process in this discussion
(particularly two specific processes, close to the
point of deployment) has been a big mistake by
both communities. It is wholly incorrect to state
that DevOps is predominantly contained within
Release and Change Management. Code does not
appear spontaneously in a vacuum. A whole set of
interconnected events lead to its creation.
I have been in IT for two decades, and
the DevOps movement is by far the biggest
transformation
in
software
development
methodology in that time (I still have the
textbooks from my 1990s university Computing
course. These twenty-year-old tomes admonish
the experimenting “hacker” and urge the systems
analyst to complete comprehensive designs
before a line of code is written, as if building
software was perhaps equivalent to constructing a
suspension bridge).
The cultural change brought by DevOps involves
the whole technology department… the whole
enterprise, in fact. Roles change, expectations
change. There are questions about how to align
processes, governance and support. We need to
think about the structure of our teams in a post
three-tier world. We need to consider new
support methodologies like swarming. We need to
thread knowledge management and collaboration
through our organizations in innovative new ways.
But the one thing we really must do is to start
with the customer.
Read More—Jon Hall’s Personal Blog
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6 itSMF Bulletin—February 2017