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