Gartner 2021 Report: Modernize ITSM to Meet the Demands of DevOps and Product Teams


Traditional ITSM practices are hindering product teams' ability to deliver rapid change. A modern approach to ITSM will empower DevOps and product teams to maintain autonomy while ensuring operational governance. Gartner says "the governance of ITSM practices must change from the traditional 'command and control' model to one of 'trust and verify.'"
Gartner 2021 Report: Modernize ITSM to Meet the Demands of DevOps and Product Teams

Explore how to:

  • Take a customer-centric approach to ITSM by focusing on enablement, best practices, and continuous improvement
  • Integrate ITSM tools and the DevOps toolchain for automated IT change and incident management
  • Empower product teams to maintain autonomy while ensuring governance to promote consistency and standards

Gartner, Modernize ITSM to Meet the Demands of DevOps and Product Teams, 7 May 2021, Mark Cleary, Roger Williams, Duncan Prosser

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