AgileITSM

What is Agile Service Management?

Agile service management is applying the agile mindset to IT service management. But what does this mean exactly? To answer this question, you first need to know what agile is.

What is Agile?


Agile is a mindset. It’s a set of values that helps organizations be more flexible. Agile was introduced in software development, as a solution to the long, heavily documented development processes that made it hard to quickly release new functionalities.


In 2001, the software branch introduces the Agile Manifesto for Software Development. The manifesto comprises 4 values:


  • Individuals and interactions over processes and tools
  • Working software over comprehensive documentation
  • Customer collaboration over contract negotiation
  • Responding to change over following a plan


Over the past few years, agile has been getting more traction in other fields, such as Sales and Marketing. People started to find a way to take the agile core values away from just software development and made them applicable for all types of organizations. This resulted in several versions of the Agile manifesto, the most popular of which is Modern Agile.


Agile ITSM inspired from Agile Manifesto



  • Individuals and interactions over process and tools – In IT Service Management, people focus is more important than process and technology. Understanding your users, their expectations and business alignment are significant for Agile ITSM. For example, Implementing Incident management not just involves process and workflow set up but understanding user interaction model between end users and IT support agents.


  • Working software over comprehensive documentation – IT service quality depends on the ability to provide real business outcome and customer value. Process and technical documentation are helpful but they do not guarantee seamless business operations. For example, during service disruption, Incident team aims at restoring the services as fast as possible rather than focusing on lengthy technical documentation.


  • Customer collaboration over contract negotiation – IT is the single point of contact for any technical assistance. Service quality is more important than a speedy recovery with an unstable solution. CSAT survey results show the satisfaction level of customers for the service delivered. Service Level Agreement (SLA) ensures on time resolution but CSAT affirms customer orientation.


  • Responding to change over following a plan – Technology becomes obsolete in no time and therefore, businesses need to be agile in terms of adopting new trends. End user expectations increase based on personal service encounters and expect the same level of service at workplace too.  Agile ITSM ensures that business is ready to adopt changes without losing stability.


Agile Manifesto


Individuals and interactions over processes and tools


Working software over comprehensive documentation


Customer collaboration over contract negotiation



Responding to change over following a plan





Agile ITSM


People over process and technology


Restoration to service as quickly as possible and providing a workaround


Focus on customer satisfaction over faster resolution


Flexibility in adopting new technology changes


Agile Software Development

+ IT Service Management

= Agile ITSM

Agile ITSM


Agile Service Management is born out of agile software development philosophy to effectively deliver IT services in a rapidly changing IT environment and among rising user expectations. Agile ITSM gives us a competitive edge to react faster and change faster. Today’s modern businesses adopt more than one framework to realize business and customer value. If you have not adopted agile methodology already, it’s the right time to get started.

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