Posted: Mon Jun 12, 2017 10:30 pm Post subject: Operational Tools in Service Delivery
We have a core IT service we deliver to our external customers. It is designed and developed by our "development" organization.
Operations has traditionally developed its own internal tools and software for the overarching management and delivery of the service using our own tools and ITSM suite via a agile method of prototype, check and refine,. We are now being told that ALL future Operational tool development and work flow design must go through the development org. The org that develops the customer facing core service. My concern is that it will increase the time it takes to design, test develop and deploy new incident management work flows etc... ultimately slowing and adversely impacting Operation's current efficiency.
Should/ Could Operations under ITIL be allowed to "design, develop, test, deploy" its own tools for Service Delivery and Operational management?
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