I am sure that your organisation strives to offer your customers (internal and external) a consistently reliable standard of IT service – and why not?
The accepted usage of the word (Wikipedia) is as follows:
Consistent behaviour or treatment.
“the consistency of measurement techniques”
|Synonyms:||evenness, steadiness, stability, constancy, regularity, uniformity, equilibrium, unity, orderliness, dependability, reliability, lack of change, lack of deviation.|
We certainly want to give our customers the feeling that they are dealing with a business that is dependable, orderly, reliable but not to the extent of being boring and perhaps too predictable.
But let’s look at that Wikipedia definition again – it includes the phrases “lack of change, lack of deviation”. Is that what we really intend? Static, not improving, not moving with the times?
The emerging methodologies of DevOps and Agile demonstrate an increasing requirement for us to deliver business benefit quickly. However, we do want to be consistent in the way that we deal with our customers. They need to feel that there will be no negative surprises in the product, quality of service that we offer so that they will have above all that very desirable outcome for any customer or client – peace of mind.
This means that all those great qualities of which we are justly proud like service, product and above all quality should be taken as givens. This is why the well-established disciplines of ITIL® service management are so valuable. But we need to ensure that these disciplines are not set in concrete. The dynamics of today’s business drivers require swift, responsive adjustments to the way we work.
Modern, effective IT organisations do need to invest in the DevOps & Agile way of working. In doing so they will quickly appreciate that neither replaces the ITIL® disciplines – more they depend on them for underlying quality and direction.
The guidance given in the recent AXELOS practitioner publication goes a long way to squaring this particular circle. For our part, at Sysop, we have taken care to make sure that our Practitioner training course helps our students to better understand the need for a flexible approach whilst maintaining, indeed improving, service quality.
Positive change is a necessity of the modern IT organisation. Make sure your consistent approach encompasses a consistent desire to improve, change and innovate.
I am indebted, once more, to my good friend Ivan Goldberg for the inspiration for this blog (www.ivanjgoldberg.com).