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IT SERVICE MANAGEMENT VISION

THE UNDERLYING OBJECTIVES OF ITSM

In this segment, I’ll describe different characteristics of IT life cycles and methods used to create and deliver software products and services. Now, a project life cycle is a series of stages that work effort passes through from the point of initiation through closure. This is different than a product lifecycle, which usually has five stages. The project lifecycle can be part of one or more phases in the product life cycle. For example, a project’s lifecycle could be used to create the first stages of a product’s life cycle, for example, development. Also, a product could be enhanced with a project lifecycle or product that could be taken out of service and put into retirement using a project by the site. So there is a difference between actual project life cycle, which can be thought of as kind of the vehicle used to deliver a product or service, and then the product lifecycle, which is the life of that actual product or service. Now, there are three main light cycles we see in IT, and they can be classified as either predictive, iterative, or adaptive. Adaptive is also known as agile. There are differences between how the work is carried out between these approaches, and that’s what we’re going to talk about. So now, let’s take a detailed look at those differences between more predictive stage-gate methods, iterative, and adaptive approaches used by organizations to deliver products and services. In traditional approaches, the IT lifecycle’s sequential and non-iterative. That’s very important, sequential, non-iterative, where workflows downwards, and hence the name, waterfall. For example, in a waterfall method, we’d start with defining scope. So once the requirements are confirmed, a design phase would be completed. After design finishes, the development would start. And after development, maybe a test phase would be conducted. And finally, the product or service would be deployed to production in a single big-bang release. Now, iterative or incremental development, on the other hand, is a method to produce a system through repeated cycles called iterations. Again, what’s important to note here is that in iterative development, we go through repeated cycles. Now, these cycles are used to create software in slices known as increments, little bits of functionality is delivered over time in increments.

The vision of all companies should be to provide their clients with the topmost service. If the aims and objectives of a company are as solid as the above line, then there’s no stopping for the company. It is a point to be pondered though if a company even after following all the guidelines of ITSM fails in the initial days, then what should the company and its employee do. Well, the answer is a more profound and clear understanding of ITSM and continuity in providing service to the customers under any circumstances. This will help to build trust between the customer and the company. Mutual trust is one of the most important aspects of doing business, and it is the foundation of any company that wants to build a large consumer base and wants to sell it’s product effectively. The principles of ITSM, if followed rigorously, can result in a huge amount of success and customer satisfaction. This is what the company snd customer both need at the end, the customer wants the service and is willing to pay for it, the company should be able to give the service hassle-free without any problems. Of course, using adaptive models, the planning

continues at that consistent rhythm throughout the lifecycle. Now, regarding the execution of delivery, again, in predictive models, the team will usually deploy one increment of software at the end of the project, which could be months or years. They will inspect and adapt at the end of the project or phase. And in adaptive models, the team will deploy small increments of the product more frequently, two to four-week timeboxes are usually the norm. They will inspect and adapt to each timebox. So a well-designed agile process flattens the cost curve of change as we described before. The agile process is about incremental delivery over time, enabling teams to adapt to changing requirements without that increased cost of change from predictive models. When incremental delivery is fused with paired programming, continuous delivery, automated testing and deployment, the risks of higher costs associated with change are reduced due to the preventative measures that are built into more agile processes from the start. So in this segment, we reviewed different characteristics of IT lifecycles and methods used to create and deliver software products and services. By now, those differences between predictive, iterative, and adaptive lifecycles should be much clearer, as well as the difference between a project lifecycle and a product lifecycle.