Cloudy with a Chance of Clarity: Navigating Cloud Computing & IT Service Management

8/6/2019 Cloudy with a Chance of Clarity: Navigating Cloud Computing & IT Service Management

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White Paper

Service Desk and IT Service Management Software

Cloudy with a chance o clarityNavigating through the facts about Cloud Computing andIT Service Management

A White Paper by Sharon TaylorAspect Group Inc

Copyright Axios Systems 2011

Service Desk and IT Service Management Software



Cloudy with a chance o clarity | Cloud Computing and ITSM p2

Table of Contents

Inormation overcast! 3What is cloud computing? 4What isnt dierent 6What is dierent 6Why is cloud computing so popular? 7Cost Avoidance 7Cost Reduction 7Global Access 7Consume applications without technical re-skilling 7Demand and Capacity 8Device independence 8

Is there a trade-o? 8Service Levels 8Changes 8Customer Support 9Legislative Compliance 9

ITSM and Cloud Services 11Governance 11Compliance & Audit 11Management practices 12

Maturity and Improvement 14ITSM Cloud providers 16

Cloudy with increasing sunshine 17

About Axios Systems 18About the Author 20Books by Ms. Taylor: 21

Copyright Notice Copyright Axios Systems 2011. The inormation, which is contained in this document, is the property o Axios Systems. The contents othe document must not be reproduced or disclosed wholly or in part or used or purposes other than that or which it is supplied withoutthe prior written permission o Axios Systems.




Inormation overcast!

The Only Constant In Lie Is Change. Heraclitus o Ephesus, the Greek philosopher

said this back in the 5th century. This is exceptionally true when applied to IT. The

next innovation is always just around the corner.

One o those innovations it seems is cloud computing. It ranks number 2 or 3 on

most CIO agendas. Companies are lining up to use cloud services and, the more

that gets written about it, the more conusion that sets in.

This thought leadership paper intends to help clariy some o the acts about cloud

computing and to discuss whether or not cloud computing changes the need or IT

Service Management.




What is cloud computing?Cloud computing is nothing more than services hosted or the customer, usually

delivered over an Internet connection. The term cloud was inspired by the

commonly used symbol to indicate a network connection that oten represents the

Internet in diagrams and illustrations.

Some things come back into ashion when they are reintroduced with a twist.

The concept o cloud computing really isnt new to the IT industry. Virtualization,

Sotware as a Service (SaaS), data hosting have been around or some time.

Cloud computing oers the same basic service, but with some new innovations with

regards to how it works and how customers can use it.

The commoditization o reliable, ast Internet access speeds has paved the way or

a cloud-computing coming o age and great possibilities to externally host more

network-intensive services at a reasonable cost.

As the IT industry begins to organize and commoditize cloud computing, the

consuming public has begun to recognize a ew basic types.

Software-as-a-Service (SaaS)

Using a multi-tenant model, SaaS delivers access to an application or a suite o

applications through a web browser to many customers. Customers do not need to

invest in servers or sotware licenses, and the provider maintains one application/

suite or multiple customers. Examples o this are Axios Systems assystSaaS orITSM, Salesorce.com or CRM and SFA, Google Apps, Zoho Oce and Workday.

Customer

A

Customer

B

Customer

H

Customer

F

Customer

E

Customer

D

CustomerC




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About Axios Systems

Axios Systems is one o the worlds leading providers o IT Service Management

(ITSM) solutions. Its customer-centric approach, combined with its award-winning

sotware, enables customers to improve their Service Delivery and Support and

deliver Continual Service Improvement by helping to align and realign IT services tochanging business needs, supporting business processes and improving productivity

Its core solution, assyst, built around a market-leading Conguration Management

Database (CMDB), intuitively steers users through the ITIL (Inormation Technology

Inrastructure Library) processes which help organizations transition toward the next

generation o ITSM and Service Desks. assyst oers a unique liecycle approach

to ITSM with the integration o all ITIL processes (including Incident Management,

Capacity Management, Problem Management, Change Management, Asset

Management, Conguration Management and Service Level Management),

twelve o which have been veried by Pink Elephants PinkVERIFY service as

compatible with industry best practices (based on ITIL V3), in a single, out-o-the-box




application. It empowers management with a dashboard-based transparent view

o real-time perormance against Service Level Agreements (SLAs), and Operations

Level Agreements (OLAs) using Web 2.0 technologies.

Implementing assyst into an organization optimizes IT inrastructure eciency,

reduces overheads and lowers the total cost o IT ownership (TCO), helping toensure a signicant return on investment (ROI) with rapid time-to-value. Axios also

oers a comprehensive set o consulting and training services to support ITSM best

practices in an organization.

Axios is headquartered in the UK, with oces across Europe, the Americas,

Middle East and Asia Pacic. Axios global presence is urther strengthened with a

worldwide network o partners.

For more inormation, visit www.axiossystems.com.

The assystNETinterace.

If you are interested in SaaS ITSM, we are giving you the opportunity toevaluate assystSaaS for free.Register now to gain access to your own self-paced 28 day trial:

http://www.axiossystems.com/assystSaaS




About the Author

Sharon Taylor, President o the Aspect Group is a well known and respected gure

within todays IT Service Management community.

As the ormer Chie Architect and current Chie Examiner or ITIL, the worldleading IT Service Management best practices, Sharon is the author o numerous

ITSM books and regular columnist or a variety o global IT management

publications.

Sharon recently completed a three year term as the Chairman o the Board or

the Chair o the itSMF International, responsible or ensuring global growth and

governance o ITSMF in over 50 countries, and is at the center o best practice

development and endorsement.

She is also past President o the North American Institute o Certied Service

Management Proessionals, a sister organization to the UK Institute o Service

Management.

Sharon is the recipient o the 2008 ITSM Lietime Achievement Award.

Her contributions to the community and to best practice are based upon extensive

proessional experience in the industry. Ater many years as an active ITSM

proessional within Canada, she is currently President o Aspect Group Inc, leadingAGIs consultancy, training and ITSM practice, working with clients throughout North

America, Asia and Europe.

As a long time CEO, Sharon brings a business background and ocus to IT service

management and has used her business experience in infuencing the uture

directions o the IT service management industry.



Books by Ms. Taylor:

ITIL V2 The business perspective;(Contributing author); 2006, Oce o Government Commerce,

Publisher; TSO, The Stationary OceISBN: 9780113308941

ITIL V2 Small Scale Implementations;

(Co-author); 2006, Oce o Government Commerce, Publisher; TSO, The Stationary OceISBN:9780113309801

ITIL V3 ITIL Service Management PracticesITIL Service Strategy;(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310456

ITIL V3 ITIL Service Management PracticesITIL Service Design;(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310470

ITIL V3 ITIL Service Management PracticesITIL Service Transition;

(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310487

ITIL V3 ITIL Service Management PracticesITIL Service Operation;(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310463

ITIL V3 ITIL Service Management PracticesITIL Continual Service Improvement;(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310494

ITIL V3 The ocial Introduction to the ITIL Service Liecycle; (Author)2007,

Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 978011331061

ITIL V3 Key Element Guides or Service Strategy, Design, Transition, Operation, Improvement(Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 97801133119, 20, 21, 22

ITIL V3 Passing your Foundation Exam The Ocial Study Aid First Edition (Chie Architect); 2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310791

ITIL v3 Small-scale Implementation (Co-author);2007, Oce o Government Commerce,Publisher; TSO, The Stationary OceISBN: 9780113310784

Service Intelligence Improving Your Bottom Line with the Power o IT Service Management, 2011 (Author)Publisher: Prentice HallISBN - 10: 0132692074ISBN 13: 9780132692076

Cloudy with a Chance of Clarity: Navigating Cloud Computing & IT Service Management

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