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Veris Associates, Inc., d/b/a VerisVisalign

© 2013 Veris Associates, Inc.

d/b/a VerisVisalign

All Rights Reserved – Version 1.0

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2:15 – 3:00 Service Management and the

Cloud

3:00 – 3:15 Break and Networking

3:15 – 3:45

3:45 – 4:00 Q & A



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And picking up speed

Worldwide public IT Cloud

Services Revenue in 2017

United

States

44%

Japan

4%

21%

$ 108B

Central and

Eastern

Europe

Latin

America

Middle East

1% 1% and Africa

Emerging

Markets

5%

14%

29%

Western

Europe

Asia/Pacific

(excluding

Japan)



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Public IT cloud services spending reached $47.4 billion in 2013, and will grow five times faster than the IT industry as a whole

Emerging markets will grow 1.8X faster

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Understanding the Strategy

Integrated Service Management—more, not less important in a cloud environment, even

“indispensable”*

Customer Focus—what does the business need from us and where could the cloud be useful

Understanding the technology (SaaS, PaaS, IaaS)

Cloud Provisioning—Consumption Economics

Understanding the Security and Control aspects

Understanding how processes will change; ability to articulate as part of Business Case

*IBM: Integrated Service

Management and Cloud

Computing



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ITSM provides the foundation for transformation to the cloud and the delivery of services, aligned with the needs of the business.



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Needs to be recognized as critical success factor in enterprise IT

Enabling delivery of innovative business services—higher levels of visibility, control, and automation

Service Architecture, Service Lifecycle

Management, Dashboards, Unified Service

Desk and Problem/Change Management,

Asset Management, Security and Storage

Management, Management Reporting



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Strategy

• Cloud Services Aligned to Need (Business and IT)

• Who’s talking to the business and considering where cloud services could be more effective, efficient?

• Who will be our service integrators? (Internal,

External)

 Internal: Governance, well-managed relationships, facilitation of organizational change

 External: Different suppliers needed?

Benefits

• Services presented through portals—easy access

• Enables management of large numbers of virtualized resources over multiple locations, performing as a single resource



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Governance

• Connection between IT and the business

• Control and compliance

• Financial management and reporting

• Confidentiality, Integrity, Availability, Authenticity

Communication and Socialization

• Presentation Rule #1: Tell them what you will tell them, tell them, then tell them what you told them!

• Campaigns

• Training—multiple forms: Town Hall, focus groups, workshops, etc.



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Mission Critical Identification

Piecemeal allocation for cloud services—no strategy—no cloud-based operating model

Ease and Speed

• Compliance, data duplication, system conflicts

Governance and Management

• Keeping Shadow IT under control

• Consolidated tools (ERP, CRM, ITSM, Enterprise SM)

Overcoming traditionalists; disruption of “But we’ve always done it this way!”

CapEx to OpEx



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What type of services meet the cloud transformation requirements?

What type of cloud? (Public, Community,

Private, Hybrid)

How will management of this service change?

• Process, usage, performance, reporting

How does this fit into our overall portfolio of services?

What are the change implications on day to day services (cutover, post-cutover)?



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Presentation on the topic. 20 slides in 20 seconds each.

Feedback welcome…this is a work in process, and be forewarned, not all of the timing is correct. We want your feedback on the presentation content.



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Alignment strategy—business needs which could be served better through cloud services

• Then align to IT strategy of design, transition, delivery

Financial Management

• Projecting and predicting (modeling) usage and service consumption results in better planning and reporting

• Movement of CapEx to OpEx

Portfolio Management

• Ensures services are in terms of business value and need



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Integration of Service Catalog, Capacity

Management, Service Level Management,

Availability Management, Security Management,

Service Continuity, and Supplier Management within tool for optimal reporting

Capacity—utilization and consumption—will become more important than it has been

Service Level Management—things will change, and need to be adapted

Security—different complexity, authentication, single sign-on

Service Continuity—supplier management, service level expectations

Supplier Management—tighter than before



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Change Management—integrated, end to end management

Configuration Management—simplifying hardware and integration in infrastructure, managing differently

Release and Deployment Management— opportunities for collaboration, storage of

QA, UAT, etc., results

Service Validation and Testing—changes with additional suppliers involved



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Alignment and accountability

Event Management, Incident

Management, Request Fulfillment,

Problem Management, Access and

Identity Management

• Interfaces with users of these processes

• Problem—complexity will change due to additional suppliers, identifying root cause,

OLAs and SLAs

• Allowing access as well as preventing access

• Supports single sign-on



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…ABOUNDS!

Cloud = ability to change more rapidly than we are used to

Adjustment to customer needs more easily

Commoditization of services

• Change the financial projecting and reporting

• Budgeting

Strong Need for Cloud-Centric Operating

Environment



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All journeys should start with

“Where are we now?”

• When was the last time you assessed any of your processes to see how well they are working?

• What has not yet been integrated into a

Service Management tool that you already own?

• What needs to be integrated into a Service

Management tool that you are using, but you do not yet own those modules?

Is there an overall cloud strategy?

If yes, has it been communicated within

IT, especially to BRMs?



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Where is your organization with cloud readiness?

Has anything here struck a chord in your mind?

Does this change how you think about your role?



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60%

Fortune 500 companies using Office 365

Microsoft’s

Fastest growing product ever

57%+

Fortune 500 using

Microsoft Azure

1,000 customers are signing up for Azure every day

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Consumption Economics, The New Rules of

Tech,

J.B. Wood, Todd Hewlin, Thomas Lah

Practical IT Service Management, A concise guide for busy executives,

Thejendra B.S

Best Practice in the Cloud: An Introduction,

Michael Nieves, Axelos White Paper

ITIL Reference Materials



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ITSM provides the foundation for transformation to the cloud and the delivery of services, aligned with the needs of the business.

Microsoft’s

Fastest growing product ever

Related documents

Products

Support

Click her to view the presentation

ITSM provides the foundation for transformation to the cloud and the delivery of services, aligned with the needs of the business.

Microsoft’s

Fastest growing product ever

Related documents

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