ITSM & DevOps: When Speed Meets Reliability

By Kostas Evangelatos, Enterprise Solutions – ServiceNow Team Leader, SingularLogic

The convergence of ITSM and DevOps is critical for organizations seeking to deliver software faster without compromising stability or governance. Leveraging the ServiceNow platform, SingularLogic provides solutions that enhance digital maturity and accelerate digital transformation.

Digital transformation is now at the core of every modern organization’s business strategy. As cloud architectures are increasingly adopted and the demand for continuous software development and delivery grows, enterprises must operate with greater agility—without compromising service stability and security. In this environment, DevOps practices act as a key accelerator, automating software development and delivery. However, their full value is realized only when integrated with IT Service Management (ITSM) and IT Operations Management (ITOM).

The traditional “DevOps versus ITSM” dilemma no longer reflects today’s reality. The real challenge lies in the convergence of DevOps and ITSM through shared workflows and data, enabling organizations to achieve both speed and reliability. Integrating ITSM, ITOM, and DevOps establishes the foundation for digital maturity, business continuity, and faster, more stable production cycles.

The Challenges of ITSM and DevOps Convergence

Despite its apparent benefits, collaboration between ITSM/ITOM and DevOps teams is often hindered by different mindsets. ITSM and ITOM teams, aligned with ITIL principles, prioritize stability, risk management, and process standardization. DevOps teams, on the other hand, focus on speed and flexibility, often accepting higher risk as part of their culture. This difference can create the perception that ITSM slows DevOps down. In reality, the key challenge is the lack of unified visibility and shared data. Without end-to-end monitoring and common data sources, DevOps teams are forced to manually correlate information, losing both time and accuracy.

ServiceNow, Cloud Observability and Predictive AIOps

The solution lies in modern platforms and automation. ServiceNow, combined with Cloud Observability and Predictive AIOps, delivers full-stack, real-time visibility across systems and services. Predictive AIOps automatically detects microservices and cloud infrastructure, creates Configuration Items (CIs) in the CMDB, and maps service dependencies.

By correlating application and infrastructure alerts, it identifies root causes early and can automatically generate incidents—activating ITSM workflows for coordinated and faster response.

Change Management as a Key Use Case

One of the clearest examples of this convergence is Change Management. With DevOps Change Velocity, ServiceNow automates critical processes, including generating change requests directly from CI/CD pipelines, implementing risk-based approvals, and validating data reliability, to ensure production stability. As a result, developers spend less time on administrative tasks and more time delivering value.

SingularLogic: the Strategic Partner

In a landscape where innovation and reliability must coexist, the convergence of ITSM, ITOM, and DevOps is a powerful driver of digital maturity. With the right technology and an experienced partner, this transition becomes measurable, secure, and sustainable.

SingularLogic is a strategic partner for organizations seeking a secure and accelerated digital transformation. As a certified ServiceNow Partner, SingularLogic brings deep expertise in ITSM, ITOM, AIOps, and DevOps, along with proven experience in integrating complex enterprise systems. By leveraging ServiceNow’s low-code and no-code capabilities, it delivers tailored solutions faster—ensuring digital transformation with speed, security, and reliability.