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A practical guide to ITIL 4 in an age of agile
Executive summary
To keep up with the speed of business, IT teams are transforming the way they work. Gone are the days of inflexible processes and heavy workflows. IT teams are shifting towards more collaborative, iterative, and customer-centric approaches, in order to break down silos, adapt quickly, and deliver seamless experiences. In short, ITSM is becoming more agile.
Enter ITIL 4, the latest update to the widely used ITSM framework and the beginning of a new paradigm shift for IT teams. ITIL 4 offers a more holistic and flexible frame of reference, while embracing modern ways of working like agile and DevOps.
In this guide, Atlassian and AXELOS have partnered to help jumpstart your agile journey. You'll learn eight practices typically used by high-velocity IT teams, and tips from the Atlassian Team Playbook to bring more agility and collaboration into ITSM:
Continual improvement with retrospectives
Agile project management to speed up project delivery
Knowledge management to empower team culture
Customer-centric service desk and request management
Adaptive incident management
Streamlined change control through automation and collaboration
Continuous delivery for deployment management
Integrated software development and operations teams
Key takeaways
What's new in ITIL 4—and what it means for you
How to build high-velocity service teams through performance, culture, and practices
The top 8 practices typically used by the best performing IT teams
Tips and resources to bring agility and collaboration into ITSM
Authors
Akshay Anand
ITSM Product Ambassador and Evangelist, AXELOS
Akshay Anand
ITSM Product Ambassador and Evangelist, AXELOS
Akshay Anand is a Product Ambassador at AXELOS®, working on the development of new guidance and research within the ITSM portfolio. With experience from around the world, he previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets using ITIL best practices, and headed up global ITSM activities at Macmillan Publishing. More recently, Akshay has focused on bringing together agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, comics and heavy metal.
Paul Buffington
Lead Principal Solution Consultant, Atlassian
Paul Buffington
Lead Principal Solution Consultant, Atlassian
Paul Buffington is a transformational leader in Service Management, recognized for driving technology and operational excellence across global enterprises. With over 15 years of enterprise consulting experience—including the past decade at Atlassian—Paul partners with organizations to embrace modern Systems of Work that transform how service teams operate. He specializes in blending agile methodologies, DevOps frameworks, and ITIL4 practices to boost operational efficiency, enhance team agility, and accelerate service delivery.
Ian Buchanan
プリンシパル ソリューション エンジニア, Atlassian
Ian Buchanan
プリンシパル ソリューション エンジニア, Atlassian
Ian Buchanan はアトラシアンの DevOps のプリンシパル ソリューション エンジニアです。継続的なインテグレーションとデリバリーの向上を目的とした新しい DevOps コミュニティと、Jira、Bitbucket、Bamboo アプリケーションの適用に重点的に取り組んでいます。Java と .NET の両方について広範で豊富な経験を持ち、大企業におけるリーンとアジャイルの各プラクティスの推進者として最もよく知られています。
キャリアにおいて、企業のソフトウェア開発ツールのライフサイクルを、最初から最後まですべての段階で適切に管理してきました。組織全体のプロセス改善を推進し、生産性、品質、顧客満足度を向上させています。自己主導性と自己組織化を尊重する多国籍アジャイル チームを構築しました。会話やコーディングをしていないときには、Ian はパーサー、メタ プログラミング、ドメイン特化言語にその情熱を傾けています。
Teresa Fok
Senior Product Marketing Manager, ITSM, Atlassian
Teresa Fok
Senior Product Marketing Manager, ITSM, Atlassian
Teresa Fok is a Product Marketing Manager at Atlassian where she looks after go-to-market strategies for Jira Service Management and ITSM solutions. From better understanding customer needs to helping them solve business challenges with Atlassian products, she's passionate about helping IT teams work better to drive change in their organizations.