Raptek Summer Series: 6 of 6 - Is there a future for ITSM in a Software Defined environment?

In our latest interview (part 6 of 6) with Gordon Hodgson, resident Process Architect with Rapid Technologies', we discuss whether there is a future for ITSM in a software defined environment.


Matt Duntsch: "Is there a future for ITSM in a Software Defined environment?"

Gordon:  “Absolutely.  We need to look at the way in which we are defining our processes.  For example, in a virtual environment, you can stand up a VM within the organization probably within 15 minutes, but if you have a change control process that takes 5 days, you are defeating the purpose of being able to use the virtualization quickly and efficiently.

Same goes for whether you have a software defined data center, or whether you have some other virtualization within the organization, or whether you have apps in the cloud.

Because at the end of the day it's still about process. Just because the app might reside in the cloud, doesn't mean that you don’t need to be managing it with the same ITSM processes that you do today.  So as we are thinking about all the different ways we do things, yes they are going to change. 

If you get into software defined data centers, if you get into DevOps, all these different methodologies that are becoming very popular and streamlining these operations ,really don’t change the need for IT Service Management.  It just defines the way we do it and streamlines that process.

In my mind it's not going away by any means.  Even the ITIL methodology, the current version, the v3 version, was not designed for cloud applications, or software defined data centers, or even DevOps.

But it's still a framework you can use to build your ITSM processes as you move into these more advanced delivery services such as defined data centers, or the cloud, and/or DevOps.

If you answer the question, no it doesn't go away, it just redefines it on how you are going to do it, how you are going to provide that same service in a more technologically sound method than we did in the past.

That make sense? We are trying to do things in new technologies but the same need for process and for structure still exists, it just needs to be streamlined."