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:
Source: ITIL 4 is here—and it’s more agile than ever. by Atlassian
Akshay Anand, Paul Buffington, Ian Buchanan and Teresa Fok from Atlassian and Axelos come together to provide a practical guide for working with ITIL 4 and Atlassian. The whitepaper begins by addressing the guiding principles to ITIL:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
It then explores the practices that the ‘best performing IT teams typically use’:
- Continual improvement with retrospectives – This can involve two continual improvement practices: the Improvement Kata and retrospectives.
- Agile project management to speed up project delivery
- Knowledge management to empower team culture – This can involve aggregating your team’s knowledge in a single repository.
- Customer-centered service desk and request management – This often involves a focus on developing resources and processes to support self-service and sharing documentation with lower levels.
- Adaptive incident management – This involves planning, responding, and learning from every incident.
- Streamlined change control through automation and collaboration
- Continuous delivery for deployment management
- Integrated software development and operations teams – This can include shifting your mindset towards better collaboration, tighter integration, and shared risks and responsibility.
I found this paper interesting reflection upon my practices, as I feel that I am already doing many of the things intuitively, but that ITIL framework provides clarity on how to talk about this. For example, a few years ago I developed public facing catalogues associated with reports and guides which can be understood as a “Shift left” approach to setting up self-service strategies. While when implementing the eLearn solution, I created a process to support learning from incidents through the creation of a knowledge base organised into different modules. This was then used to develop proactive actions to prevent such incidents occuring again. I also introduced introduced Trello and Kanban to my team as a means of managing projects collaboratively.