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DevOps: The Future of ITSM and ITIL

June 19, 2014
60m 49s

Cloud computing enables development teams to get applications into production faster. IT Service Management (ITSM) leaders must adopt new strategies and change existing processes or risk becoming a barrier to success.

Cloud computing requires DevOps-the blending of development and operations with the goal of accelerating time-to-market and reducing time-to-value. The good news is that ITIL® is uniquely positioned to accelerate DevOps, but it requires changes to existing ITSM processes.

Hank Marquis

Hank Marquis (PhD, FBCS CITP), Global Knowledge cloud solutions practice director, is a Chartered IT Professional, Certified IT Services Manager, Fellow of the British Computer Society, and a senior member of the American Society for Quality. Hank is a well-known practitioner with more than 30 years experience in infrastructure and operations, software development, and program management. He is the author of the Service Catalog book and reviewer of the ITIL 2011 Service Strategy book. He holds certifications in cloud computing, ITIL, ISO 20000, Six Sigma, COBIT, and project management. He has 15 years of experience with ASP and cloud computing, and he has a PhD in organizational leadership. Hank has published many articles and books and delivered dozens of conference presentations and workshops.


  • How to fine-tune your ITIL processes to move your operations into high gear and make sure your organization benefits from cloud computing
  • The many ways cloud changes business and how IT has to respond to remain relevant
  • How ITIL is perfectly positioned to facilitate DevOps