Operational Tools in Service Delivery

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
Posts: 1
Joined: Sun Jun 11, 2017 8:00 pm

Mon Jun 12, 2017 8:30 am

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?

User avatar
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Jun 13, 2017 2:34 pm

If the Development arm is where it should be

Development standards
support standards etc

then it should be

Operations should state the requirements for the tools that is all
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply