From Theory to Practice: Agile Methodologies in IT Service Management

In the rapidly evolving landscape of IT services, traditional IT Service Management (ITSM) frameworks often struggle to keep pace with the dynamic needs of businesses. This paper explores the integration of agile principles into ITSM practices to enhance flexibility, responsiveness, and overall service delivery. Utilizing a real-world case study from a leading technology firm, this study examines the process of embedding agile methodologies-such as Scrum and Kanban-into existing ITSM frameworks. The objective is to demonstrate how agile practices can be harmonized with ITSM to address the challenges of maintaining service quality in the face of continuous change. Data were collected through a combination of interviews, direct observations, and analysis of service performance metrics before and after the integration. Key findings reveal significant improvements in service response times, team collaboration, and customer satisfaction. However, the integration also posed challenges, particularly in aligning Agile's iterative nature with ITSM's structured processes. The implications of these findings suggest that while Agile principles can greatly enhance ITSM, careful consideration of organizational culture and process adaptation is essential for successful implementation.