Agile ITSM: New Era Of Service Management


Suppose, you’ve walked into the nearest MacD after office hours. You’re dying out of
hunger. You have decided what to order and right then, you come across an offer that is
providing two newly launched different flavored burgers at quite a reasonable rate. Would
you like to go for one burger anymore? Or you’d rather try the offer instead?

You must be thinking now why we came up with this burger example while talking about
Agile ITSM. Well, Agile ITSM is nothing more than two different frameworks working
together. Different, but similar in many aspects. Just like those two burgers. But, how can
you make two different frameworks work together and make it successful? Do Agile ITSM
integrations really work?

In this blog, we are going to tell you all about Agile ITSM. Make sure to drop a comment if
you’ve any queries about the same.

We know that you are aware of the Agile framework and ITSM very well. But since we’re
going to dig down deeper in both the frameworks, let’s refresh your memory about both of
them first!

What Is Agile?

Agile software development comprises of various approaches to software development
under which requirements and solutions evolve through the collaborative effort of self-
organizing and cross-functional teams and their customers’ end-users. It advocates adaptive
planning, evolutionary development, early delivery, and continuous improvement. Also, it
encourages rapid and flexible response to change.

Agile works on 12 principles mentioned
in the Manifesto for Agile Software Development:

  1. Customer satisfaction by early and continuous delivery of valuable software.
  2. Welcome changing requirements, even in late development.
  3. Deliver working software frequently (weeks rather than months).
  4. Close, daily cooperation between business people and developers.
  5. Projects are built around motivated individuals, who should be trusted.
  6. A face-to-face conversation is the best form of communication (co-location).
  7. Working software is the primary measure of progress.
  8. Sustainable development, able to maintain a constant pace.
  9. Continuous attention to technical excellence and good design.
  10. Simplicity—the art of maximizing the amount of work not done—is essential.
  11. Best architectures, requirements, and designs emerge from self-organizing
  12. Regularly, the team reflects on how to become more effective and adjusts

We hope your Agile memories are refreshed now. Get ready to do the same with ITSM as

What is ITSM?

ITSM (IT Service Management) refers to the entirety of activities that are directed by
policies, organized and structured in processes and supporting procedure that is performed
by an organization to design, plan, operate and control IT services offered to customers. Not
only it differs from more technology-based IT management approaches like network
management and IT system management, but it also focuses on adopting a process
approached more towards management aiming towards customer satisfaction and smooth
IT services.

ITSM brings the concept of service desk on-board. A service desk is basically a single point
of contact to meet the communication needs of both users and IT staff.
Now, let’s check out the ways they can work hand in hand.

Ways of integrating Agile and ITSM together:

Does it seem difficult to integrate these two together? Well, it’s not!
What if we tell you that you don’t even need to go deep in Agile, you just need to know the
The key points of Agile Manifesto which can help you out to achieve Agile ITSM are:

  • Individuals and interactions over processes and tools
  • Working software over comprehensive documentation
  • Customer collaboration over contract negotiation
  • Responding to change over the following plan

Once you have noted all these points, let us show you the path to achieve Agile ITSM.

1. Focus on value:

Not sure about what this means? This means you need to understand your
customers at a deeper level. If you have an on-going conversation with your
customer you can understand the desired business outcomes that can underpin the
service value.

2. Design for experience:

You need to think about the customer’s end-to-end experience. In order to
understand the customer experience fully, you need to evaluate your touch-points as

3. Start where you are:

A cultural shift can be tough. You need to look at all your current practices to
determine what works well and what doesn’t. If you implement that at the starting
point, you can reduce the efforts to reach the desired future state.

4. Work holistically:

What does the term ‘Work holistically’ means? It doesn’t just mean knowing all about
the people, processes, products, and partners. It also means understanding the
associate relationships, dependencies, and interfaces on a deeper level. You never
know the seemingly little changes can create a huge difference as well!

5. Progress iteratively:

Aim to achieve smaller goals. This way, the implementation of strategies and
the adoption of a new culture will be easier for your staff.

6. Observe directly:

Observe the activities of the staff directly, pay close attention to what they are doing
to satisfy the customers. In this way, you’ll have a better understanding of the current
state and the impact of your improvements.


Although they have their differences, still ITSM work with Agile pretty well! And to implement
that in real life, you need to be a master in Agile ITSM. Wonder how to do that? Well, there is
no better way than Agile ITSM certification! Why don’t you give it a try till the time we see
you in our next blog?

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