\u00a0\n\n\u201cWe aren\u2019t doing ITIL or ITSM any more \u2013 we\u2019re a DevOps shop now.\u201d\u2019 \u201cITIL is too slow and formal for us now.\u201d \u201cWe\u2019re far too process driven and formal to do DevOps \u2013 it won\u2019t happen here.\u201d \n\nIn the IT industry, we often hear such varying opinions around DevOps and IT Service Management. These concepts are typically pitched against each other, as an \u2018either\/or\u2019 decision. \u2013 so we either are an ITIL or a DevOps\u00a0house. The same applies to many other \u2018new\u2019 concepts like Digital Transformation, SIAM, IT4IT, Lean etc.\nIt feels like we are being forced to pick a side; to put ideas and models into boxes and keep them separate \u2013 often in conflict with each other. While these trending topics provide for interesting reading in the tech news cycle, it can be costly, confusing and unhelpful for practitioners and their businesses.\nDo we really need to pick a side? To the contrary, we need both. We\u2019re talking about complementary, not competitive boxes. We need to be able to work smarter and quicker, but we also still need process and control. Modern, high performing teams and organizations are starting to realize this and use elements of both \u2013 they\u2019ve moved beyond the \u201ceither\/or\u2019 ultimatum.\nMisconceptions\nThere are many misconceptions about what is delivered by ITSM and DevOps, how they work together and common mistakes made when practicing in them together. Let\u2019s debunk these myths to avoid confusion:\n1.\u00a0\u00a0\u00a0 DevOps can replace ITSM \u2013 there\u2019s no need for Services and Ops.\nSome IT organizations proclaim that they don't do ITSM\/ITIL, as they are now DevOps organizations. While they may have moved away from ITIL training and process silos, they still need to do some aspects of Service Management. If the service is simply technology there is still a need to manage it -- ops, support, governance, costing, etc. However we see these processes, they represent the key elements of Service Management. They are essential business functions that can\u2019t be ignored.\nGene Kim, DevOps guru and author, is clear on this:\u00a0\n\nFor many years, I\u2019ve felt that I\u2019ve been the official ITIL\u00ae apologist in the DevOps community, because I\u2019ve always believed that DevOps and ITIL should be able to peacefully coexist. But these days, I feel that a more activist role in the DevOps community is necessary - we must reach out and form effective bridges with the ITIL community, because ITIL is the most powerful and entrenched orthodoxy in large, complex IT organizations.\n\n2.\u00a0\u00a0\u00a0 \u00a0DevOps is entirely about continuous development, integration, and automated delivery\nThis couldn\u2019t be further from the truth. DevOps does include these things, which of course have helped to drive the opportunity to speed up development, delivery and service updates. But much of the context and ethos behind DevOps is about moving away from old divisions and working together \u2013 collaboratively. Although too often this is just seen as \u2018Dev\u2019 and not \u2018Ops\u2019. \u00a0\nWhilst the opportunities created via automation and continuous working represent a catalyst for the industry, DevOps is also a huge opportunity to remove technical debt, build small agile teams across developers and operations. There is also the \u201cnew culture\u201d aspect of DevOps, which recognizes the need for collaboration, respect and a move away from blame cultures.\n3.\u00a0\u00a0\u00a0 ITIL\/ITSM involves heavy, onerous documentation and process\nNope. There are way too many bad instances of ITIL being misappropriated as \u201cthe rules,\u201d rather than guidance, open for interpretation. Just because we need a process and a document doesn\u2019t mean that these have to be cumbersome masses of documentation. Similarly, there is no excuse for hiding behind processes or the of ITIL \u201crules.\u201d Many Ops professionals have built huge structures of process and bureaucracy to protect themselves from accountability. DevOps is a way to open that up and be successful with ITIL, across the whole business.\n4.\u00a0\u00a0\u00a0 ITSM\/ITIL is only practiced by large enterprise organizations.\nAgain the experience is mostly true here, as it has tended to be large enterprises that have taken on ITIL. However, as in #1 above, the key business elements remain for all organizations and these need to be provided regardless of size. Cool start-ups need to get organized and structured at some point, otherwise they will fail to scale and grow efficiently.\nIn summary - we need the key elements that are found in both ITSM and DevOps - whether we use these explicitly or not. DevOps is much more than just automated development; it involves collaboration and a blame-free culture. As well, ITSM\/ITIL shouldn't be pigeonholed as an administrative burden, but rather used in an agile way. ITIL in particular isn\u2019t perfect and needs a more modern veneer -- but the core practices are sound and proven.\nInterested in learning more about the future of ITSM software with DevOps? Find out here.