Combining ITIL Framework and Agile Development in a Service Organization

//Combining ITIL Framework and Agile Development in a Service Organization

Combining ITIL Framework and Agile Development in a Service Organization

ITIL is a service lifecycle framework that defines certain roles and processes within a service organization. An agile development model (such as Scrum) is based on multiple teams working together interdependently.

Can an organization use the ITIL service framework and Scrum agile development practices together?

Yes, they both can coexist within the organization and within the same processes. ITIL and agile development can complement each other and improve company processes and customer service levels.

At Ctipath we use both the ITIL framework and agile methodologies to further continual process improvement and the customer service experience.

 

ITIL Framework and Scrum Methodologies

In real world scenarios, ITIL and agile development can be integrated, with agile methodologies fitting within the ITIL framework. For example, the ITIL framework consists of service strategy, service design, service transition, service operations, and continual service improvement. However, the ITIL framework does not define the methodology used to build a service within service transition. Agile development principles can be used within service transition in order to create, test, and implement a new service.  This enhances the overall outcome of internal teams and external customer’s processes while remaining within the ITIL framework.

 

Team Collaboration    

ITIL and agile methodologies can both improve team collaboration.  ITIL is good for bringing cross-functional teams together for a common purpose while improving processes.  Roles and responsibilities have to be clearly defined and proper training required at all levels.  Scrum is-well known for promoting interdependent teamwork.  The two methodologies complement each other and work well in difficult circumstances or situations.

 

Case Study

One example can be demonstrated by considering a burndown chart applied to an incident list.  Customer XYZ has a backlog of incidents for which the root causes have not been identified or corrected.  The ITIL framework provides processes for problem and incident management within the service lifecycle. Applying agile methods, an engineering team can address the backlog over a set period of time (the sprint) and focus on getting the customer issues resolved. This will limit the time dealing with issues and improve customer satisfaction while remaining within the ITIL framework and the service level agreement.

By | 2017-02-27T15:15:19+00:00 October 7th, 2015|Managed Services|

About the Author:

Robert is the Service Delivery Manager for CtiPath Managed Services. He is responsible for providing CtiPath's customers with excellent service and for improving customer relationships. Robert has been part of the CtiPath team since 2014.