How To Develop ITSM Cloud Strategies – Part 2

How To Develop ITSM Cloud Strategies – Part 2

How To Develop ITSM Cloud Strategies – Part 2 (Part 1

You Want What? When?

IT directors are justified in being skeptical of a typical business user’s ability to make appropriate technical choices. But, as scary as allowing business users to request technical services on their own might be, a scarier thought is the world of “shadow IT” that enterprising users have found outside the firewall that surrounds your secure and protected IT environment.

You have to know by now that turning the tide back on the consumerization of IT (bring-your-own-device) trend is not an option. A comprehensive service catalog can get you out ahead of your users in this regard. By providing the services users need in your service catalog, you can provide automation, workflow and orchestration and establish an approvals process that is consistent with your IT strategy. Orchestration could involve getting technologists involved as needed to make the right choices and ensure that their request fits your IT strategy. By giving users what they need in your managed IT environment, you keep them from going off and doing something risky with your data on the Internet.

Best Practices

You don’t have to be afraid of not knowing how to implement an ITSM strategy. There are many sources of proven best practices you can use to build one of your own. The two primary sources are Information Technology Infrastructure Library (ITIL) which focuses on aligning the needs of the business with IT services, and Control Objectives for Information and Related Technology (COBIT) which has been described as the ITIL of governance and cost management.

The most common place to start implementing an ITSM strategy is with the these three ITIL best practices:

  • Incident Management, including help desk best practices to categorize issues and automate the workflow to resolve them.
  • Problem Management, including processes for pattern analysis that will help you minimize the impact of problems.
  • Change Management, to ensure that you have and can manage standards and procedures for making changes and supporting your end users.

These three best practices are a great place to start, but, a poor place to stop. Thinking you are done at this point would be similar to having the architectural blueprints and material to build a castle and then stopping after the foundation is completed. There are many layers of interdependent functions that need to be implemented to address the full scope of a comprehensive ITSM strategy.

I should add that the most common pitfall that organizations make is trying to design and implement their own unique ITSM processes. There are many established processes available that you can adapt to your specific requirements. It is not necessary to re-invent all those wheels.

Do I Know You?

Just as IT pros have misgivings about their business users’ ability to make appropriate technology choices, business users, in turn, are skeptical that IT is actually on their side. Many surveys have indicated that IT departments often simply do not know how to apply technical innovation to accomplish business objectives. It’s not in their traditional skill set. That’s going to have to change.

A key part of ITSM is enabling communication between IT and business, and IT needs to take the lead on this process. One way to do that is by training or hiring a business strategist – part technologist part business analyst – who possesses enough technical knowledge to work well with developers and bring business knowledge to IT projects. This is a new role for IT. It is not necessarily the CIO’s role to be the business analyst. It is the CIO’s role, however, to make sure that someone is working as a liaison between business and technology. As we move increasingly toward what’s being called a “service defined enterprise” (SDE), business leaders are going to participate increasingly in technology decisions. IT needs to anticipate business needs or risk getting run over or sidelined by the trend.

The Road Ahead

Many IT environments evolved over the years in response to the dictates of circumstance and short-term crises. Most IT organizations still spend more than 70 percent of the resources keeping the lights blinking and putting out fires. That’s not going to be good enough in the future. An effective ITSM strategy is the only way to know that the decisions you make this week aren’t going to lead to the next train wreck six months from now.

We are on the threshold of the day when the IT infrastructure can respond dynamically to change according to processes and parameters spelled out in advance in an effective ITSM strategy. As the pace of business and IT races faster and faster, the businesses that succeed are going to be those that use ITSM best practices to ensure that business and technology are pulling together in the same direction. Without an effective ITSM strategy in place, circumstance will continue to make your decisions for you.

mike-alley

By Mike Alley,

Mike Alley is the resident evangelist at Logicalis for ITSM solutions and has nearly 30 years of experience in the technology industry. Mike joined Logicalis in 2006 through the acquisition of Carotek, a top HP partner in the Southeast. Prior to Carotek, Mike worked as a consulting manager at HP. He began his career as a hardware design engineer and software developer at Martin Marietta Energy Systems.

Visit www.unlikeanycloud.com to learn more about the IT Transformation Journey

About CloudTweaks

Established in 2009, CloudTweaks is recognized as one of the leading authorities in connected technology information and services.

We embrace and instill thought leadership insights, relevant and timely news related stories, unbiased benchmark reporting as well as offer green/cleantech learning and consultive services around the world.

Our vision is to create awareness and to help find innovative ways to connect our planet in a positive eco-friendly manner.

In the meantime, you may connect with CloudTweaks by following and sharing our resources.

View All Articles

Sorry, comments are closed for this post.

Destroying Cloud Data In The Age Of Data Multiplication

Destroying Cloud Data In The Age Of Data Multiplication

The Age of Data Multiplication We are surrounded by data, whether in our personal or professional lives with digital elements that are constantly being captured about us. This leads to exponentially increasing volumes of data whether from Internet-connected devices, video, cell records, customer transactions, healthcare and government records. Today, there is a growing awareness and…

The Importance Of Cloud Password Management

The Importance Of Cloud Password Management

Cloud Password Management A very obvious trend over the past few years has been organizations moving their business applications to the cloud. This trend has been talked about over and over again, including the benefits, drawbacks, implementation hurdles, etc. So what is the next step or advancement in cloud hosted applications? The next step is…

5 Companies That Took On The Small Business Cloud – And Lost

5 Companies That Took On The Small Business Cloud – And Lost

5 Companies That Took On The Small Business Cloud The growth of cloud based business support systems has been staggering, and while some major software houses have quickly positioned themselves as forerunners in the move to the Cloud, there are several high-flying companies that have so far failed to provide small businesses with the level…

5 Reasons Why The U.S. Dominates The Digital World!

5 Reasons Why The U.S. Dominates The Digital World!

U.S. Dominates The Digital World! I have spent about half my working life in the US and the other half in Europe. During this time (25 years) it has been exciting to see digital trends over the years. There has never been a doubt that the US has been a dominant power in anything digital…

Are You Sure You’re Ready For The Cloud?: Connectivity

Are You Sure You’re Ready For The Cloud?: Connectivity

Cloud Connectivity Many times when we think of “cloud” we think of the elastic compute and storage, but we forget one very important thing, connectivity. Even though connectivity is no part of the cloud itself, it does have a direct bearing on how we access it, use it, and play around with it. If our…

New Smartphones From Apple, Samsung and HTC Promise To Light Up 2016

New Smartphones From Apple, Samsung and HTC Promise To Light Up 2016

New Smartphones from Apple, Samsung and HTC (Sponsored post courtesy of Verizon Wireless) The launch of the Galaxy S7 Edge at the Mobile World Congress in Barcelona during February was the first shot in a vintage year for mobile phones. The S7 is an incredible piece of hardware, but launches from HTC and Apple later in the…

Featured Sponsored Articles
How Successful Businesses Ensure Quality Team Communication

How Successful Businesses Ensure Quality Team Communication

Quality Team Communication  (Sponsored post courtesy of Hubgets) Successful team communication and collaboration are as vital to project and overall business success as the quality of products and services an organization develops. We rely on a host of business tools to ensure appropriate customer interactions, sound product manufacturing, and smooth back-end operations. However, the interpersonal relationships…

Featured Sponsored Articles
How To Develop A Business Continuity Plan Using Internet Performance Management

How To Develop A Business Continuity Plan Using Internet Performance Management

Internet Performance Management Planning CDN Performance Series Provided By Dyn In our previous post, we laid out the problems of business continuity and Internet Performance Management in today’s online environment.  In this article, we will take a look at some of the ways you can use traffic steering capabilities to execute business continuity planning and…

Featured Sponsored Articles

CloudTweaks is recognized as one of the leading influencers in cloud computing, infosec, big data and the internet of things (IoT) information. Our goal is to continue to build our growing information portal by providing the best in-depth articles, interviews, event listings, whitepapers, infographics and much more.

Sponsor