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

Follow Us!

CloudTweaks

Established in 2009, CloudTweaks.com is recognized as one of the leading authorities in cloud computing information. Most of the excellent CloudTweaks articles are provided by our own paid writers, with a small percentage provided by guest authors from around the globe, including CEOs, CIOs, Technology bloggers and Cloud enthusiasts. Our goal is to continue to build a growing community offering the best in-depth articles, interviews, event listings, whitepapers, infographics and much more...
Follow Us!

Sorry, comments are closed for this post.

Comics

At CloudTweaks, we're plugged into the cloud, the internet of things and all that the web has to offer. From wearable technology, to mobile computing, cloud computing and big data, CloudTweaks is your source for updates and news on the most innovative technology.

Popular

Top Viral Impact

Big Data Analytics Adoption

Big Data Analytics Adoption

Big Data Analytics Adoption Big Data is an emerging phenomenon. Nowadays, many organizations have adopted information technology (IT) and information systems (IS) in business to handle huge amounts of data and gain better insights into their business. Many scholars believe that Business Intelligence (BI), solutions with Analytics capabilities, offer benefits to companies to achieve competitive…

Cloud Infographic: Disaster Recovery

Cloud Infographic: Disaster Recovery

Cloud Infographic: Disaster Recovery  Business downtime can be detrimental without a proper disaster recovery plan in place. Only 6% of businesses that experience downtime without a plan will survive long term. Less than half of all businesses that experience a disaster are likely to reopen their doors. There are many causes of data loss and…

IBM and SAP Announce Industry’s Largest Cloud Deal

IBM and SAP Announce Industry’s Largest Cloud Deal

IBM and SAP Announce Industry’s Largest Cloud Deal IBM and SAP have shaken the cloud computing world this afternoon with the announcement of one of the largest cloud deals in the industry’s history – bringing together two of the largest technology companies in a bid to offer a more holistic service to their clients. SAP…

Cloud Infographic – Monetizing Internet Of Things

Cloud Infographic – Monetizing Internet Of Things

Cloud Infographic – Monetizing Internet Of Things There are many interesting ways in which companies are looking to connect devices to the cloud. From the vehicles to kitchen appliances the internet of things is already a $1.9 trillion dollar market based on research estimates from IDC. Included is a fascinating infographic provided by AriaSystems which shows us some…

Featured Sponsors

Watching You Shop: Stores And Mannequins “Read” Their Customers And Respond

Watching You Shop: Stores And Mannequins “Read” Their Customers And Respond

Watching You Shop The mannequin in the store window stares blankly ahead as shoppers look at the clothes it is dressed in and contemplate a purchase. One shopper makes some comments. “It’s nice. I wonder if they have my size.” Another takes a few steps inside the store to see where these particular clothes might…

Moving From Email Into The Cloud

Moving From Email Into The Cloud

Mobile Collaboration In The Cloud Imagine that you, as a manager, are told by the powers that be that you have to find “efficiencies” within your department that will result in one million dollars of savings annually. You struggle with this. You send an email to everyone on your senior team. “Where can we save…

Sponsors

Built For The Cloud vs. Adapting To The Cloud

Built For The Cloud vs. Adapting To The Cloud

Built For The Cloud vs. Adapting To The Cloud It may just sound like semantics, but there is a real difference between something that was “built for” versus “adapted to.” Would you rather buy a house that was “designed for” energy efficiency or one that was “adapted to” be energy efficient? “Built for” describes a…

Placement Opportunities - Find Out!

Established in 2009, CloudTweaks is recognized as one of the leading influencers in cloud computing, big data and 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.

You can help continue to support our community by social sharing, sponsoring, partnering or contributing to this great educational resource.

Contact

CloudTweaks Media
Phone: 1 (212) 763-0021

Join Our Newsletter