Collaboration is essential for modern ITSM

I recently had a chat with Kaimar Karu, Head of Product Strategy and Development at AXELOS, about the importance of collaboration in ITSM.

Through his engagement with IT, agile and development communities around the world, Kaimar has a deep appreciation of the need for collaboration between different teams, to ensure that the customer is getting value from service management. In this video we discuss the need for increased visibility and openness, both between IT teams, and with customers. 

Collaboration underpins all agile methods, and with modern tools supporting visual management approaches e.g. Kanban boards, work no longer needs to remain locked behind the doors of separate IT teams.  These tools place work out in the open, visible to different IT groups, and to customers. As teams carry out their activities, boards make it easy to see what work has been done, and what’s still outstanding, so that everyone is kept up to date and the customer has full visibility. 

Development, Operations and Infrastructure teams have very specialist skills, and they benefit from working in silos. However, when the silo mentality takes over, teams tend to focus on their own goals and targets, rather than the end-to-end flow of work and the value that’s delivered to the customer.  That’s where the power of collaboration comes in. It’s not about tearing down silos, it’s about connecting them. Collaboration enables people to do their best work with others, in an open and visible manner, which builds trust between teams.

We touch on DevOps, ITIL Practitioner, and the change of mindset that is required if traditional ITSM is to keep up with the pace of business change.  Kaimar explains that AXELOS has recently announced an international research initiative to support the ongoing development of ITIL®, which aims to produce practical guidance, based on input and feedback from practitioners.

At 12:40 into our discussion, we agree that Service Management is not about how well processes work together…it’s about how well people work together, to deliver value to the customer. And that’s why collaboration is essential for ITSM.

Thanks to Kaimar for taking the time to chat with me. Follow Kaimar on Twitter for great insights and discussion about modern ITSM.

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