Replies posted by vishnu.selvaraj
There is no reason to assume that ITIL isn’t compatible with agile development methods. You just have to tailor the ITIL practices to fit your development and deployment strategies. This ensures that you have the safety and robustness of an industry-recognized ITIL framework with the ability to, in effect, ‘move fast and break things.’Like @zachary.king pointed out, the challenge lies in making the best of both worlds. I’m curious to know what @manns is going to add later. :D
Team ITIL feels that technology controls most of the authorizations that development and releases dictate. They argue that ITIL gives them more control.This aspect of ‘control’ is what the DevOps squad is worried about. Going through too many CABs, for example, slows down deployment and negates the whole ‘fail fast and fix fast’ aesthetic. Continuous deployment gives developers and admins an edgeThe underlying promise and lure of DevOps is speed. The advantage that continuous deployment gives developers and admins is significant. And in a world where ‘move fast & break things’ is like a Biblical reference, speed is not just important. It might mean the difference between a billion-dollar startup and a damp squib.There is just one flaw in this argument: ITIL was never about control in the first place; it just started being used and referenced that way. If your ITIL processes are slowing your deployments and releases down, it’s your adoption that’s the problem, not the framework.
A2: Here’s my take -Market the importance of tech internally!IT leaders should consider devising strategies to educate their peers on the importance of using tech to transform their business. How can they do it?Explain how a tech upgrade or a new software application will have a positive impact on the company’s strategic direction and business goals. Quantify the gains in dollars. Put (big) numbers to it.They can also host internal events to announce the changes in the tech stack. Conduct quizzes, meet and greets, pop-up stalls within the office premises, viral campaigns etc. The goal is to educate the employees on the benefits of IT/tech stacks, because IT is the business!Leaders can also involve volunteer employees to test a new application within the company ecosystem. Create “change champions”, feature the employees in newsletters and public displays. Word of mouth >>» all marketing!
There was an excellent quote by Colin in this session:“IT is not just about 0s and 1s. It’s not just the technology we use. There’s a human aspect that a lot of organizations easily overlook.” It’s so true. Often times we focus so much on processes and policies that we tend to forget the human aspect of IT service management. At the end of the day, the goal of IT is to make work easy for their end users.How are you humanizing your IT?
Could you please define “self-service portal?” I tend to think of it as knowledge base articles, chat-bots, message boards, and any other way a user can find their own answers. Is my definition too narrow? A self-service portal is everything you just mentioned, bundled together in a single interface. So, in essence, your definition is right.I see self service portals as a space where a business can curate information, documentation and automated capabilities specifically to an audience with unique needs. Essentially, it consists of a knowledge base, a help centre and a place to raise and manage tickets.They are primarily used for two reasons: ticket creation and knowledge base consumption.
Hello, we’re working on our internal knowledge base now. Does anybody have tips on how to drive usage of this? Hey @Sophie Murgatroyd Off the top of my head, I have a few pointers. 1. Make your KB visually appealing - think GIFs, screenshots and short videos wherever possible. 2. Make the text content as simple as possible. Use technical terms only when absolutely necessary. 3. Set up a feedback channel. Place it at the end of each article to enable your customers to let you know if they found the content useful. 4. The Launch - probably the most important part. Cover all bases. Emails are your best bet. Convey the value proposition of your self-service strategy. If possible, work with your marketing team to create a short video on how the self-service portal works. Hope this helps.
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