SRE Is the Most Innovative Approach to ITSM since ITIL

ITIL has been the leading ITSM framework adopted by companies around the world for more than a decade. What is the growing interest in Site-Reliability-Engineering (S-R-E) as a service management capability? Google defines SRE as an approach to service management: The SRE team is responsible for delivery, confidentiality, performance, efficiency, change management, crisis response and planning. In traditional ITIL, the role of SRE is responsible for the level services, change, supply, performance, and infrastructure and platform management. Although the scope of work may be similar, there are large differences in practice.

How ITIL works with SRE

It’s time to talk about how SRE and ITIL align. Because SRE is a DevOps application, many of these interactions are similar. Three methods can be used to help businesses operate as efficiently as possible. ITIL and SRE can be a great combination. The first reason is simple: all organizations want satisfied customers, and ITIL and SRE can help different operations work together. Integrating reliability into the software lifecycle can ensure the best customer satisfaction. With the latest revision of ITIL, which introduces seven guiding principles, SRE and ITIL are even better aligned.

The Beliefs of ITIL-4

Here is the principle of ITIL 4. We will discuss this in more detail.

Optimization and Automation

One of the goals of SRE is to automate demanding processes and free up time for developers to focus on innovation, rather than organizing work. This maximizes workflow and allows you to introduce new opportunities faster.

Repeat the Progress with the View

The SRE defines warnings about the most important actions for consumers. Measurements, warnings and SLOs to which they refer are repeated to meet customer needs.

Collaborate and Improve Visibility

SRE is a cultural partnership. It’s a great work culture that values ​​learning to fail and believing that every team member does what they think is best for the organization.

Focus On Value

Without customers, the software has no value. The value of a conversion is created when customers want and get what they need from the product. SRE best practices ensure that the product is reliable enough to be able to provide value to customers and thus to companies.

ITIL-4 Framework In Relation To SRE

The last update of ITIL4 was released in 2019 and still has a sophisticated four-dimensional management model, seven lights, service system values ​​and 34 processes (now modified in practice). Although ITIL certification training pays tribute to Agile and DevOps, the reports announced so far are not very detailed. Honestly, it is expected that some other editions in the series will be released gradually. The framework covers almost all aspects of software delivery and operation and appears to be the only source of truth in the principles of information management and implementation.

SRE Is Compatible With Agile and DevOps

For comparison, SRE focuses on the reliability and resilience of, particularly complex manufacturing system operations. As an engineering field, SRE is closely related to the Agile and DevOps models adopted by the product development team, including integration, testing, delivery, and continuous implementation. SRE is leading a team to produce wisdom and tearing down many silo walls that have blocked IT for so long. As a service management option, SRE also complements traditional ITSM operations with innovative and self-organizing ideas, such as managing service level objectives, error budgeting, project reduction, disclosure techniques, monitoring, and using risk as a neutral approach to service.

Most importantly, a website engineer is a right job to which they can assign defined roles, responsibilities, and skills. SRE teams are fueled by creativity, responsibility, and spend 50% of their time reducing efforts with automation techniques to make tomorrow better than it is now. Like Agile and DevOps, SRE also supports self-management with strategy and success. Indeed, some see SRE as the third component of development (flexible), feedback (DevOps), implementation (SRE) loops.

SRE Would Help ITIL Professionals Achieve A Significant Advantage

The change is moving towards a customer approach and in this space, there is a greater focus on the value of the products and services offered to the consumer. Although ITIL is a real framework for ITSM, it never prescribed a prescription. So it depends on how we interpret and use it in the context of placement. We highlight aspects of how knowing SRE will help ITIL professionals take advantage of significant benefits and achieve lasting value.

SLA vs. SLO

Customers and service providers enter into an agreement using a Service Level Agreement (SLA) that specifies our performance metrics for supply, capacity, response time, divorce time, and more. Also, there have been a lot of injuries that make service providers vulnerable to creating a continuous user experience.

As such, the SRE recommends building a Service Level Objective (SLO) that has a higher threshold than the SLA and that can be pre-examined before it succeeds. It is linked to SLI (Service Level Indicator), which provides a useful “total / total potential impact” ratio. It is a measure of continuous improvement

Responsibility and Stability

With DevOps, it offers repeatable versions, automated distribution pipelines and better speed for sprint operations. The issue of NFT (non-functional testing) and aspects of fulfilling responsibilities are still a dream come true. In this regard, SRE recommends that engineering and operational teams use a software technology approach to work and improve accountability and stability. This is a great opportunity for ITIL professionals to gain a deeper understanding of how they can improve user stability and reliability.

ITIL – Adapt & Adopt Methodology

With the ITSM lifecycle, you can make the most of ITIL. This methodology covers everything from information technology policy to design, service delivery and implementation, and continuous improvement. To register this set of rigid ITIL processes it is necessary to understand how they integrate with the organizational culture. This ignorance can also lead to a waste of valuable operational resources. According to some experts, the right way to use the ITIL framework in an IT environment is customization. It is not necessary to follow the instructions of ITIL as they provide them. After assessing your business goals, department budgets, resource constraints, and other important factors, you can decide which processes work for you and dedicate which processes can help you better meet the needs of individual companies.

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Mark is a pet lover with a special addiction to labrador dogs that make him stay mobile and active, caring and passionate. Healthy eating prioritized with focus on home cooking, Mark loves things about home and kitchen, health and healthy lifestyle, business and entrepreneurship. Before joining AW2K's team, Mark was a freelance journalist at USAToday, Forbes and TMCnet.