«Service Management in the Cloud era» ITSM (Information Technology Service Management) must expand service management methodologies to include managing cloud services - CSM (Cloud Service Management)»
The landscape of how we deliver IT services is rapidly changing; from an on premise or traditional datacenter service delivery, to IT services being delivered by cloud service providers. Service Management must be redesigned and include new methodologies in how we manage these new cloud services. There is huge potential both for the service provider and the end user by adopting the processes in cloud computing in to service management.
Traditional Information Technology Service Management (ITSM) is becoming more irrelevant in the modern way of delivering services. Cloud use is quickly streamlining and shifting operational demands. Its increased agility is more cost-efficient and enables capabilities unavailable in ITSM. To meet this shift, we must adapt the service delivery and provide Cloud Service Management (CSM). Understanding CSM in the wider business context and outcomes will provide synergy, ensure high performance throughout the delivery, and meet the demands of a transforming business world.
The core aspect of CSM is to approach service management to achieve outcomes demanded by companies. The modern way of IT requires a speedy and forceful service in order to meet these demands. We need to provide solutions that add value for our customers. CSM has been developed to take advantage of the speed, flexibility, and innovative platform the Cloud provides. We want to exploit this by using automation, self-service, and fast distribution without disturbance.
Traditional IT focuses on avoiding errors, while in CSM we realize that errors will occur, but rather focus on making their impact as inconsequential as possible. In order to make full use of the speed, predict and minimize the impact of mistakes manual interference must be reduced.
"Automate: Detection - Response - Release Approval - Deploy. We should merge the processes in ITIL."
Where in traditional IT there can be a lot of processes that slow down the delivery to the costumer, in modern IT there is more agility and efficacy and we can exploit this potential through CSM. Here is one possible scenario:
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