Agilität bei der Einführung von IT-Servicemanagement: Lösung klassischer Herausforderungen mit agilen Methoden

Agility in the Implementation of IT Service Management: Solving Classic Challenges with Agile Methodologies

Zusammenfassung

IT-Servicemanagement (ITSM) stellt für Unternehmen nach wie vor ein relevantes Thema dar, welches sowohl IT-Manager als auch CIOs von mittelständischen und Großunternehmen im Hinblick auf verschiedenartige Fragestellungen, wie ITSM-Einführung, Zertifizierung, Automatisierung, stärkere Kundenorientierung, Einsatz von KI oder Big Data Analyseverfahren, beschäftigt. Gerade bei der ITSM-Einführung oder Zertifizierung nutzen viele Unternehmen bisher klassische Vorgehensmodelle und sehen sich dabei regelmäßig mit unterschiedlichen Herausforderungen, wie Praxisorientierung von Prozessen, Widerstand gegen Änderung, singuläres Schnittstellenwissen, Zeitdruck oder fehlende Managementattention, konfrontiert. Die klassischen Modelle folgen dabei wasserfallartigen Ansätzen, welche bereits aus der Softwareentwicklung mit allen Vor- und Nachteilen bekannt sind. Die Nutzung agiler Techniken und Methoden kann die klassischen Herausforderungen bei der ITSM-Einführung adressieren und ermöglicht dabei zeitgleich die Geschwindigkeit und den Nutzen der Einführung zu erhöhen.

Abstract

IT Service Management (ITSM) continues to be a relevant topic for companies. Especially for both IT managers and CIOs of mid-sized and large enterprises who put emphasis on various issues, such as ITSM implementation, certification, automation, stronger customer focus, use of AI, or big data analysis methods. In fact, in the case of ITSM implementation or certification, many companies are currently using classic process models and are regularly confronted with various challenges involving practical orientation of processes, resistance to change, singular interface knowledge, time pressure or lack of management attention. Moreover, the classic models follow waterfall-like approaches, whose advantages and disadvantages are already known from software development. However, the use of agile techniques and methods can address the classical challenges of ITSM implementation, while at the same time increasing the speed and benefits of its adoption.

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Correspondence to Thorsten Pröhl.

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Pröhl, T., Zarnekow, R. Agilität bei der Einführung von IT-Servicemanagement: Lösung klassischer Herausforderungen mit agilen Methoden. HMD 56, 301–317 (2019). https://doi.org/10.1365/s40702-019-00498-6

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Schlüsselwörter

  • ITSM
  • ITIL
  • Einführung
  • Vorgehensmodelle
  • Herausforderungen
  • Agilität

Keywords

  • ITSM
  • ITIL
  • Implementation
  • Process Models
  • Challenges
  • Agility