Is the value of IT limited to service management?
As the world turns and needs and attitudes towards work continue to change, there comes a point where service management is not quite enough; companies now have an increased focus on velocity, stability, reliability and resilience, but especially customer experience. For many organizations, this has led to a large shift towards DevOps and SRE (Site Reliability Engineering).
But in a situation where you don’t always have end-to-end visibility of the value stream, how are IT leaders able to articulate the business value of these best practices and principles to effectively implement them?
This topic is explored on the fifth episode of Ticket Volume, a podcast where InvGate Product Specialist Matt Beran speaks with IT leaders to explore their views on service management, technology, and business. In episode five, Matt speaks with Suresh GP, a Top 25 Influencer in ITSM and Global Ambassador of the DevOps Institute.
Suresh says:
The primary objective is to take a step back and say what competencies and value that I can generate, thast IT becomes inseparable as part of being part of the business. So that's where the motive in which I think service management has to move from being just keeping the lights on -- though, you know, we talk about strategy design operations, the most important part is, is it delivering business value? So the BRM is a very good governance overview where it sees, okay, what are you doing as part of best practices of Agile, DevOps? Is it delivering the business value to all your stakeholders? If yes, then you are on the right page. Otherwise, I think they're doing fundamentally wrong. That's how I look at these moving parts.
Matt and Suresh go on to discuss how to bring value to a business through DevOps and SRE. Plus, Suresh digs into customer experience and teases an opportunity for IT to stay relevant.
Suresh is a founder and managing director at TaUB Solutions. He has more than 19 years of IT experience in areas such as service management, IT governance, business relationship management (BRM), agile, and DevOps.
You can listen to the full episode above to learn more. You can also find Ticket Volume on all podcast platforms
