Businesses face continuous pressure to deliver high-quality IT services efficiently. One emerging integration to meet these goals is between DevOps and IT service management (ITSM), more commonly known as DevOps+.

DevOps+ is becoming more than a trend and has emerged as a powerful collaborative approach to meet these challenges. By combining the strengths of DevOps’ agile software development practices and ITSM’s structured service management approach, organizations can foster better collaboration, enhance agility and improve overall service delivery efficiency.

DevOps and ITSM Symbiosis

DevOps and ITSM traditionally operated as separate frameworks with distinct focuses. DevOps emphasizes rapid software delivery and collaboration between development and operations teams. On the other hand, ITSM-based ITIL (information technology infrastructure library) provides best practices for ensuring service stability, reliability and adherence to governance and compliance.

Integrating DevOps and ITIL creates a symbiotic relationship, allowing organizations to leverage the best of both worlds. DevOps+ encourages a cultural shift, breaking down silos and promoting cross-functional communication. This collaboration enhances the entire software development lifecycle, leading to faster feedback loops, accelerated innovation, and increased responsiveness to business needs.

Enhancing Agility and Speed

DevOps+ integration brings greater agility and speed to IT service management. Organizations can streamline the release process by automating deployment pipelines and implementing continuous integration and continuous delivery (CI/CD) practices, reducing time-to-market for new features and updates. Agile development methodologies enhance the adaptability of ITSM processes to meet evolving business requirements effectively.

Ensuring Stability and Reliability

While agility is crucial, it must not compromise service stability and reliability. ITIL’s best practices provide a strong foundation for maintaining service quality. By incorporating ITIL processes such as incident management, change management and problem management, organizations can effectively manage risks, reduce service disruptions and ensure the stability of critical IT services.

Leveraging Automation and Orchestration

Automation is central to both DevOps and ITIL. Through integration, organizations can leverage automation and orchestration tools effectively. Automated testing, infrastructure provisioning and configuration management improve efficiency and consistency across the ITSM lifecycle. This enables teams to focus on higher-value tasks, reducing manual errors and operational overhead.

Emphasizing Customer-Centricity

DevOps+ puts the end-user experience at the forefront of service delivery. By continuously seeking customer feedback and measuring service performance, organizations can better align their offerings with user expectations. A customer-centric approach fosters higher satisfaction, loyalty, and competitive advantage.

Breaking Down Barriers to Change

Change management is vital in ITIL, ensuring that modifications are planned and controlled. In the context of DevOps+, change management becomes more adaptive and responsive, facilitating a culture that embraces change as an integral part of the development process. This promotes experimentation, reduces resistance to change, and accelerates innovation.

Challenges of DevOps and ITIL Integration

Despite the numerous benefits of DevOps+ integration, organizations may encounter challenges during implementation:

Cultural Shift: Merging DevOps and ITIL requires a cultural shift. Overcoming resistance to change and fostering collaboration between traditionally separate teams can be challenging but is crucial for success.

Process Alignment: DevOps and ITIL have different processes and terminologies. Aligning these methodologies while preserving their individual strengths can be complex.

Skill Sets: Integrating DevOps and ITIL necessitates upskilling teams in both domains to operate effectively in the integrated environment.

Tooling and Automation: Adopting suitable tools and technologies that support DevOps+ practices and integration is vital but may require significant investments.

Metrics and Performance Measurement

Measuring the success of DevOps+ integration is essential to understand its impact and effectiveness. Key performance indicators (KPIs) can help monitor progress and identify areas for improvement.

Deployment Frequency: The frequency of software deployments indicates the efficiency of the integrated approach. Higher deployment frequency implies faster and more reliable releases.

Mean Time to Resolve Incidents (MTTR): MTTR measures how quickly teams can resolve incidents and restore services after disruptions occur. A reduced MTTR demonstrates improved service reliability and faster incident resolution.

Customer Satisfaction Scores: Measuring customer satisfaction provides insights into how well the integrated approach meets end-users’ needs and expectations.

Continuous Improvement and Feedback Loops

Continuous improvement is at the core of DevOps+. Establishing feedback loops and conducting regular retrospectives empowers teams to identify areas for improvement and implement iterative enhancements to processes and practices.

Implementing DevOps+ integration requires a well-structured roadmap. For example, assessment and planning help leaders evaluate the organization’s current ITSM practices to understand how DevOps and ITIL principles align and define integration vision and goals.

Additionally, your continuous optimization efforts allow you to continuously monitor performance metrics, gather feedback, and conduct retrospectives to identify improvement areas, leading to better team collaboration and communication. Fostering cross-functional collaboration between development, operations and other relevant teams is easily accomplished. To meet these goals, encourage regular meetings, schedule joint planning sessions and enable shared documentation to ensure everyone is aligned on goals and progress.

When this happens, leverage automation tools to streamline manual processes and increase efficiency. Implement continuous integration and continuous delivery pipelines to automate software deployment and testing. Automation enhances consistency, reduces the risk of human errors and adds a new layer for measuring and evaluating to continuously measure the performance of the integrated approach using defined KPIs. In this vein, you can regularly review progress against the initial vision and goals to ensure the integration aligns with organizational objectives.

Next, as the DevOps+ integration proves successful in pilot projects, gradually scale and expand it to other teams and departments. Share the success stories and best practices to encourage broader organizational adoption.


In conclusion, the integration of DevOps and ITIL, known as DevOps+, marks a transformative approach to IT service management. By combining the agility and rapid deployment of DevOps with the stability and reliability of ITIL, organizations can drive collaborative agility and achieve efficient service delivery.

DevOps+ integration requires overcoming cultural barriers, aligning processes and upskilling teams, but the rewards are immense. With clear metrics to measure success, organizations can continually optimize their DevOps+ approach to meet customer needs and adapt to evolving market demands.

As technology evolves, DevOps+ integration will remain at the forefront of cutting-edge IT service management, empowering organizations to embark on a journey of innovation, efficiency and excellence.

By embracing DevOps+ as a guiding philosophy, organizations can cultivate a culture of collaboration, continuous improvement and customer-centricity, laying the groundwork for a prosperous future in the dynamic world of IT service management.

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