Service management in a cloud computing era

Business requirements are moving fast nowadays, and most companies use Information Technology (IT) to run their businesses. Cloud computing brings the required flexibility for businesses to achieve their goals.

Usually the business and operational teams do not have a clear and accurate view of their IT assets.

They cannot see how these IT assets are related with services.

Service management is the best way to do the right thing at the right time, with controlled and planned actions: we know when, where, who, why, what and how in an organized way.

ITIL (Information Technology Infrastructure Library) provides the best practices to align IT with business needs. In my opinion this is the right “road” to follow. Usually we need an IT infrastructure to support business goals.  Configuration Management is the process that brings us an organized logical IT infrastructure view and their relationship. After analysis and supported by managerial trend reports, the CIOs, CFOs can take more accurate decisions, adding value to the business.

Cloud computing is a flexible solution that uses virtual machines over a physical hardware. This dynamic IT infrastructure supports the services with required elasticity and cost efficient manner.  The services in their turn support the company`s business, so everything is connected or related. Any modification on this infrastructure should be tracked and analyzed, to minimize or eliminate the business impact. This is what service management does — support decisions to save or make money to the company.

Once service management is really implemented with a governance process followed by company employees, we have a lot of benefits.  Below I have listed most important points in my view:

  • Smarter and faster decisions: Managed accordingly, your IT assets are being used and their relationship with the service that support business offerings is important.
  • Better decisions support:  Updated and accurate IT asset information, with trend and impact analysis reports supports the decision maker (CIOs and CFOs).
  • Trend analysis:  Give us a guide line to IT infrastructure optimization, in a cost effective manner. Example: Asset duplication reduction, optimization IT financial investments.
  • Reduced impact:  Impact analysis over accuracy IT asset view, will reduce outages (service disruption or in operation time without planning).

What do you think? Check out the video below and share your ideas in the comments.

For more information on service management, check out the Cloud & Service Management Blog.

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Marcio Luccas

About Marcio Luccas

Marcio is a Senior Technical Enablement Specialist with IBM Brazil.
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