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IT service management is the stepping stone to popular IT goals of DevOps and ITIL, according to consultant Pelle Råstock.
Råstock has seen IT professionals struggle to understand the basic concepts of an IT service management framework -- he compares it to an NFL player who doesn't know how to play football. Råstock is the author of TRIM: The Rational IT Model.
"I don't see many organizations that [are mature enough] so they really can get the value out of DevOps," Råstock said. He notes that DevOps, a closer collaboration of developers and production IT operations, really requires fine tuning the release management process. "But if you don't even understand release management, how can you understand DevOps?"
The same is true of ITIL, a longer-established but also complex IT service management framework.
"One of the things with ITIL, people read ITIL books and they start counting the rules," Råstock says. When IT professionals see dozens of rules to implement ITIL, he said, "they can't really transform that to their own organization."
TRIM gives a layman's understanding of how an organization can improve delivery of IT services. In addition to improving the efficiency of an IT organization, the reader can move beyond the fundamental knowledge of service delivery to more advanced topics.
Råstock began his career in the 1990s at Microsoft working as a technician on network servers, and then as an operations manager for a global outsourcing company. About 10 years ago, Råstock turned his focus to management consulting, to help IT organizations better understand how to process the recommendations of consulting firms. With this book, he hopes to educate readers about the purpose and scope of an IT service management framework, and how to make it applicable to each type of organization.
Råstock explained that a small organization will have approximately 20 or 25 IT workers, and in that case, each person must have a fixed role. However, "a global company with 900 people in your IT department, then you [will] need to have a team [for each role]."
In Chapter 2 of TRIM Råstock defines several common phrases in IT management, including delivery management:
"Delivery Management – The function that is responsible for production of IT services, that everything is documented, that procedures are in place and that processes are followed. The aim of the function is to continually improve efficiency and also to govern and prioritize everyday operations.
"In a small IT organization Delivery Management can consist of a single group which includes all roles with production responsibility. However, it is more common for the function to consist of several groups divided according to system or technology."
Once IT organizations identify these steps and functions of an IT service management framework internally, they can understand how to make significant improvements, whether derived from the ITIL framework, DevOps methodology or other models.
Download an excerpt of TRIM: The Rational IT Model here.
Editor's note: This excerpt is from TRIM: The Rational IT Model, authored by Pelle Råstock, published by Van Haren Publishing, Sept. 2016, ISBN: 978 94 018 0052 5.
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