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