ITSM in the Age of DevOps

A Keynote from Rob Akershoek

Let the transformation begin! Most IT organizations are in a transformation journey reshaping their IT operating model by leveraging Agile development, DevOps and Continuous Delivery. At the same the technology landscape is changing due to cloud services (such as SAAS, IAAS).

Traditional ITIL service management practices are being challenged for their relevance. Many DevOps teams even question the need to have a CMDB or register changes in the ITSM system; or why not manage incidents in their own agile backlog? Is ITIL even still relevant for the DevOps way of working?
Rob’s presentation will answer the question: How should IT service management transform in the age of DevOps and Cloud? This presentation shows you how the new role of IT service management fits in a modern digital ecosystem.

Rob Akershoek is senior IT management architect at Fruition Partners and chair of the IT4IT Forum within The Open Group. He is leading the development of The Open Group IT4IT standard.

Rob helps IT organizations to transform and become a more lean and agile service provider, ready to manage the new digital ecosystem. He helps IT organization to develop a new IT operating model combining practices such as DevOps, (Scaled) Agile development, Continuous Delivery, Security Management with established ITIL service management practices. He assists IT organizations in their IT automation journey covering the entire IT value chain including portfolio management, the DevOps toolchain including CI/CD, test management, monitoring and event management, risk and security management, ITSM, CMDB, cloud orchestration, etc.

He also assists organizations to leverage new IT management technologies such as Artificial Intelligence, ChatBots, Operational data analytics and self-service portals.
Rob has been involved in developing the IT automation blueprint and DevOps journeys at organizations such as Shell, ING, ABN AMRO, Philips, Rabobank, NN Group and Siemens. Rob Akershoek is author of numerous articles and author the IT4IT management guide (managing the business of IT).

Recently he wrote a whitepaper for Axelos to describe how ITIL 4 and IT4IT can be used together to manage the digital enterprise.