Service Management joining the agile transformation

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IT Operations leaders know that with the industry transformation to agile, Service Management must not only come along for the ride, but it should also transform and remove artificial roadblocks in terms of process overhead.

Service Management and operations focus on planning, designing, delivering, operating, and controlling IT and cloud services that are offered to customers. After an application is live, it needs to be managed to ensure availability and performance that line up with the Service Level Agreements (SLAs) or Service Level Objectives (SLOs).

With the transformation to more agile ways for development, testing, and release of new functions, there will be implications and new requirements to many facets of Service Management, including:

  • Organizational aspects: Full lifecycle responsibility through small DevOps teams, Site Reliability Engineering (SRE)
  • Process aspects: DevOps method of automated / continued testing, deployment, and release of functions
  • Tool aspects: Tools to provide rapid access to the critical information, support automation, and instant collaboration with the right subject matter experts
  • Cultural aspects: Blameless post-mortem culture to reveal the actual root-causes and lessons learned from incidents

Cloud Service Management and Operations (CSMO) is redefining and modernizing traditional Service Management to better address the needs of cloud and DevOps patterns. At the same time, it bridges traditional approaches to Service Management such as ITIL (the IT Infrastructure Library). It includes aspects such as:

  • Incident Management
  • Problem Management
  • Change Management

Interested in learning more about the evolution of Service Management to CSMO? Join me and my colleague, Richard Wilkins, Distinguished Engineer for IBM Cloud and CTO for IBM ASEAN, for a webinar on June 27. (


Our session will highlight the CSMO work done by the IBM Cloud Architecture and Solution Engineering (CASE) team, including reference architectures and solutions for Incident Management and Problem Management. We will show the tool chain implemented by CASE using relevant IBM and 3rd party capabilities. In addition to the tools, we will further present the impact of cloud on processes and the organization. Additionally, we will explore the Bluemix Garage offering for Service Management that supporting clients in this transformation.



Ingo Averdunk

IBM Distinguished Engineer, Cloud Engagement Services

IBM Cloud

Twitter: @ingoa



via Bluemix Blog

June 26, 2017 at 01:45PM