Session 102: Accelerating Service Management

Tuesday, October 16 at 10:00 AM

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Is your boss telling you to stop "doing" ITIL and to start doing DevOps? Have you perhaps heard that "ITIL is dead"?

You may have heard that DevOps and ITIL aren't compatible, but the reality is that plenty of organizations have successfully adopted both service management processes and DevOps practices, such as continuous integration, continuous delivery, and continuous testing. It's just that those processes and practices are just so streamlined and, in many cases, automated that people don't even realize that they're executing service management. In this session, attendees will take a deep dive into the ITSM processes that are critical to DevOps and learn how those processes must be adapted to achieve high performance and deliver business value.

• Making the argument for DevOps and ITSM
• Challenging assumptions and misconceptions about DevOps and ITSM
• Key DevOps and ITSM integration points
• Adapting ITIL processes the Agile service management way
• Preparing for the next evolution

Donna Knapp

Curriculum Development Manager
ITSM Academy

Donna has more than 30 years of experience in the IT industry and is currently ITSM Academy's Curriculum Development Manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications including: ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute's Board of Regents.