A while back, like 2010, I was commenting on the phenomenon that IT operations teams and ITIL teams were really not aligning. In fact one of the main areas that worried me was the lack of focus on automation.
At the risk of making a douche move and quoting myself, I will quote myself:
Finally, ITIL lack of focus on automation, getting rid of process steps and rigid definitions completely disables people building clouds from bringing in their objectives, tools, language to the table.
Why comment now? Well we are two and half years further and the reality is beginning to change. And if I read Eveline Oehrlich's Forrester Blog, the fact is that maybe both sides are irrelevant to the business.
We are in the era where "bring-your-own-technology policies and “as-a-service” software and infrastructure proliferate." So automation should be the focus of ITSM.
ITSM has the potential to deliver the experiences and outcomes our developers and workforce need and want. But today’s ITSM falls short because it is more inside-out than outside-in. A few examples. We still measure success based on internal IT efficiencies, not customer value, financial value or satisfaction. We still associate ITSM exclusively with ITIL best practices. And we continue to perpetuate ourselves as just providers of technology components, not brokers of end-to-end technology services.
To evolve, we need a new approach. For starters, forget ITSM and focus on its evolution – that Forrester calls, “Service Management and Automation” – that is more customer-centric, service-focused, and automated operations.
Which is right. Now the question is what is the role of IT operations and service management staff? That is a question for another day. Meanwhile, How Private Cloud is Changing Traditional Roles.