📑 Atlassian’s guide to agile ways of working with ITIL 4

Bookmarked Atlassian’s guide to agile ways of working with ITIL 4 (Atlassian)

ITIL 4 is here—and it’s more agile than ever. Learn tips to bring agility and collaboration into ITSM with Atlassian.

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.

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