The future of ITSM is agile guide book

A practical guide to ITIL 4 in an age of agile

The future of ITSM is agile guide book

アジャイル時代における ITIL 4 の実用ガイド

ITIL 4 is here—and it's more agile than ever.

To keep up with the speed of business, IT teams are transforming the way they work. Gone are the days of inflexible processes and heavy workflows. IT teams are shifting towards more collaborative, iterative, and customer-centric approaches, in order to break down silos, adapt quickly, and deliver seamless experiences. In short, ITSM is becoming more agile. 

Enter ITIL 4, the latest update to the widely used ITSM framework and the beginning of a new paradigm shift for IT teams. ITIL 4 offers a more holistic and flexible frame of reference, while embracing modern ways of working like agile and DevOps.

In this guide, Atlassian and AXELOS have partnered to help jumpstart your agile journey. You'll learn eight practices typically used by high-velocity IT teams, and tips from the Atlassian Team Playbook to bring more agility and collaboration into ITSM:

  • Continual improvement with retrospectives
  • Agile project management to speed up project delivery 
  • Knowledge management to empower team culture
  • Customer-centric service desk and request management
  • Adaptive incident management
  • Streamlined change control through automation and collaboration
  • Continuous delivery for deployment management
  • Integrated software development and operations teams


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What's new in ITIL 4—and what it means for you

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How to build high-velocity service teams through performance, culture, and practices

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The top 8 practices typically used by the best performing IT teams 

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Tips and resources to bring agility and collaboration into ITSM


Akshay Anand headshot

Akshay Anand

ITSM Product Ambassador & Evangelist, AXELOS

Akshay Anand is a Product Ambassador at AXELOS®, working on the development of new guidance and research within the ITSM portfolio. With experience from around the world, he previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets using ITIL best practices, and headed up global ITSM activities at Macmillan Publishing. More recently, Akshay has focused on bringing together agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts. 

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Paul Buffington

Principal Solutions Engineer, ITSM, Atlassian

As a member of the Atlassian Enterprise team, Paul is responsible for helping customers redefine the shape of modern ITSM. His passion for all things IT is driven by 15+ years of consulting in the industry. His expertise spans the Atlassian products but also goes beyond the technology to helping teams improve the way they work. 

Ian Buchanan headshot

Ian Buchanan

Principal Solutions Engineer, DevOps, Atlassian

Ian Buchanan is a Principal Solutions Engineer for DevOps at Atlassian where he focuses on the emerging DevOps community and the application of Atlassian tools for better continuous integration and continuous delivery. As champion of lean and agile practices in large enterprises, he has managed enterprise software development tools across all phases of their lifecycle, driven organization-wide process improvement, and built multi-national agile teams. 

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Teresa Fok

Product Marketing Manager, Atlassian

Teresa Fok is a Product Marketing Manager at Atlassian where she looks after go-to-market strategies for Jira Service Management and ITSM solutions. From better understanding customer needs to helping them solve business challenges with Atlassian products, she's passionate about helping IT teams work better to drive change in their organizations. 

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