There’s more than one path to service management. It refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service provision. In today’s technology-driven corporate landscape, the two leading methodologies come from the world of software development and information technology (IT).

Implementing a service management system in a structured way brings many benefits to an organization, such as greater efficiencies and improved customer relations. Organizations generally use a predefined framework of best practices and standard processes to provide a disciplined approach to service implementation. More recently, however, a new approach has taken the world by storm, putting a fresh spin on how to better develop and deliver software.

Enter Agile, a methodology that has given greater flexibility to the corporate world. Why is it so popular? Because it brings agility and creativity to the way we develop projects. It also dovetails neatly with more structured frameworks such as ISO/IEC 20000-1¹ for IT service management (ITSM) systems.

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