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Shift from control to enablement to success

As DevOps and product teams grow frustrated with outdated ITSM practices, they’re tempted to take matters into their own hands. In this Gartner report, you’ll learn how I&O leaders can accommodate this desire for autonomy—while ensuring consistent, effective, and well-governed service management. Topics include:

  • Inspiring DevOps and product teams to want to collaborate with I&O
  • How a federated approach to ITSM can combine governance with autonomy
  • Initiatives and best practices to evolve ITSM for agile service delivery


Gartner, Modernize ITSM to Meet the Demands of DevOps and Product Teams, Mark Cleary, Roger Williams, Duncan Prosser, 7 May 2021

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