Video: Why Communication with DevOps Is Vital to ITSM Success

Posted by on March 08, 2016


In this edition of Cherwell’s “Ask the Experts” series, we asked John Custy, Jarod Greene, and Julie Mohr why they think IT Service Management professionals need to consider DevOps. Watch the video at the end of this article to see the interviews and hear their advice. 

These days, you can’t attend an ITSM conference, read a blog, or browse Twitter without being exposed to the world of DevOps. So, what is all the hype about? DevOps, which is the combination of the development world and the IT operations capability of an organization, is just common sense. These two worlds cannot exist in vacuums where they function in isolation from each other, at least not if they plan to deliver a cohesive and effective service to their customers.

The DevOps world is one in which developers, testers, managers, DBAs, network technicians, and sysadmins work together to achieve the same goal. They are dedicated to delivering high quality, reliable software which delivers a business benefit to the customers who commission it.

Tweet this: Find out how combining DevOps with ITSM is vital for a robust IT strategy 

Communication with DevOps is the Key to ITSM Success

That sounds pretty simple, right? But, there's a vital piece missing in order for DevOps to be successful in any organization, and that piece is effective communication. DevOps should provide the bridge from development to operations. There is a huge gap between the ‘dev complete’ milestone to having a product that is stable, live in production, and ultimately providing business value.

In the world of DevOps, an ‘all hands on deck’ mentality emerges. Instead of having individuals focused solely on their part within the journey from development to operations, proper DevOps ensures everyone understands what they are collectively contributing to a bigger, more important, business-focused objective.

Tweet this: When DevOps and ITSM communicate effectively the customers wins

When DevOps and ITSM Communicate Effectively, Customers Win

Our experts see the common sense behind the DevOps movement and believe that, in order to function to the best of its abilities, ITSM must embrace the philosophy of DevOps. We should identify and unite around our goals and have a clear understanding of how we work together. And, we must never forget why we are working together: to ensure our customers have everything they need.

If we are going to serve our customers to the best of our abilities, communication is mission critical.  When DevOps and ITSM come together, we are able to provide a seamless delivery to the customer. We are able to fix things before the customer even realizes they are broken.

Watch the video and then let us know if you agree with our experts. What role does DevOps play within your organization?

Are you interested in boosting IT agility and responsiveness? Download our eBook, "3 Ways to Become More Agile and Responsive," to learn how to improve people, process, and technology to become a real-time IT service delivery organization. 

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