Why ISO 20000 Escalation Management Is SAFe With DevOps.
To be ISO 20000 certified is good for business, why? Because the ISO 20000 service management system (SMS) is the defacto standard for enterprise IT Services Management (ITSM); and as such is not only a sign that the service is of high quality and can be trusted, it is the most widely used and accepted standard of quality. For any organization considering a move, to expand beyond Agile Development to DevOps the question often arises as to what happens to ISO 20000 when transitioning to DevOps (DevOps covers ITSM + Escalation management)?
Can ISO20000 and DevOps be used together?
To answer the above question, firstly we must look at what ISO 20000 is and look at how DevOps addresses ITSM.
ISO 20000 was the first international standard for IT Services Management, its aim was to provide proof of service, that the organization in question is working to ITIL recommendations for ITSM, which is primarily composed of Escalation management. Proof comes in the form of ITSM ISO20000 certification for Managers. What ISO20000 does not provide is specific advice on how to design your ITSM process.
So how does DevOps handle ITSM?
As an offshoot of Agile, DevOps is still in its infancy and therefore NOT well defined, it does not have a precise set of practices or processes neither prescriptive nor descriptive; and yet DevOps is one inevitable stop on a journey towards the end Agile destination which is the Agile Enterprise. The DevOps mantra is to break down the barriers between Development and IT Operations by streamlining and integrating practices and processes.
From these brief descriptions it can be seen that this is not an either and or question, if anything ISO 20000 should be seen as assisting with DevOps implementation when ISO 20000 processes are designed with integration for DevOps in mind. After all a DevOps integrated approach to ITSM can also be ISO 20000 certificated. Beyond ISO 20000 to the broader knowledge base of ITIL and as to whether it is needed in an DevOps enterprise, – is an entirely different question.
If you’re looking for a how to guide ISO 20000 for implementing ISO 20000 and DevOps, then you need to look elsewhere (to SAFe).
A framework for DevOps – The Scaled Agile Framework (SAFe)
The Scaled Agile framework is a freely available knowledge base for scaling Agile for enterprise use. It is also suitable for the concept of DevOps. The SAFe model extends Agile for use by IT Operations and it does so in a highly prescriptive manner. Therefore, SAFe provides the how-to-guide for integrating ISO 20000 into DevOps for large scale enterprise use.
Agile ALM software such as our own codeBeamer ALM not only provides the features necessary for implementing SAFe at enterprise level, but also provides the means by which ITSM and Development processes can be integrated. codeBeamer ALM also comes with an integrated service desk and escalation management system integrated within the application lifecycle that also meets the requirements of ISO 20000.