How To Develop ITSM Cloud Strategies – Part 1

How To Develop ITSM Cloud Strategies – Part 1

How to develop ITSM strategy that extends all the way to the cloud and drives business objectives as well as technology advances.

This is the first of a two part series on developing effective ITSM Cloud Strategies.

If you are like most IT organizations, you probably already have some kind of IT service management (ITSM) in place. You may have a ticketing system for incident management, maybe even the beginnings of a configuration management data base (CMDB). Your CIO might also have some cost management functions—it could be as simple as a spreadsheet he or she keeps up to date.

The good news is: you are not at square one. These are all valid pieces of ITSM. Too often, however, they are very disparate, depend on different toolsets that are not integrated, and, as a result, one hand is never really sure what the other is doing.

Basically, you’ve got the dots but not the big picture. If you want to be able to proceed along the IT transformation journey to cloud computing, you need to begin to connect the dots in some systematic way.

A Clear Vision

The first step in development of ITSM is a clear vision of where you want to go. ITSM can be your reliable GPS, but first you have to upload the data it needs to map your directions. A comprehensive ITSM strategy, as a result, needs to address:

1. IT operations and efficiencies that enable you to get the most from your current technology
2. Management functions that drive value with the organization; i.e., cost, finance and asset management.
3. Business enablement that aligns IT technology with business requirements and objectives.

I hasten to add: You don’t have to implement a comprehensive strategy all at once. In fact, defining a strategy allows you to address short-term pain points with the confidence that you are proceeding in the right long-term direction.

Once you have established a broad ITSM strategy, you need to select a toolset that offers the capabilities you will need to execute your strategy over time. Fortunately, there are many toolsets to choose from today that are comprehensive and fully integrated. Suffice to say: the days when adapting an ITSM tool meant fitting your business into the tool maker’s framework are at least a generation behind us. Toolsets have become so adaptable that they are being used in business units outside of IT as well. We recently helped a manufacturing client use ServiceNow to implement a supply chain operations application. They use it to manage their products and issues with their products the same way they would IT assets.

What Have you Done For Me Lately

A foundational component of an effective ITSM strategy is a service catalog which defines the IT services in enough detail to outline the technology and processes that are required to provide them. This, admittedly, is not a small task. In some organizations the service catalog can include upwards of 100 distinct IT services.

Describing all the services IT provides in a service catalog makes it possible to align IT services directly with the business services they support and has the additional advantage of helping IT show executive management all the valuable services IT provides the rest of the organization.

Development of a CMDB is also foundational. A CMDB allows the identification, management and tracking of the technology on which business services are built. A CMDB also allows you to determine what each service is costing you and identify the services — like service desk, select managed services, and cloud computing — that could be more efficiently handled by a qualified third party. Implementing an effective ITSM strategy, as a result, is both a requirement and an enabler of out-tasking and cloud computing. All the information a service provider needs to set up automation and orchestration parameters for a cloud solution is available in your service catalog and CMDB.

The service catalog is the primary interface between IT and business and allows business users to request specific services, everything from a new laptop, to servers and storage and a range of applications and services. Fully enabling this self-service capability is a major milestone on the IT transformation journey… Continued Part 2

My column next month will discuss how implementing ITSM empowers a closer alignment of business and technology throughout your organization. 

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.

Comic
Fully Autonomous Cars: How’s It REALLY Going To Work?

Fully Autonomous Cars: How’s It REALLY Going To Work?

Pros and Cons and What the Experts Think Science fiction meets reality, and modern civilization is excitedly looking forward to the ubiquity of self-driving cars. However, an omnipresence of fully autonomous cars won’t happen as quickly as even some hopeful experts anticipate. While the autonomous car pros versus the cons race (See infographic discovered via…

The Lighter Side Of The Cloud – Bottlenecking

The Lighter Side Of The Cloud – Bottlenecking

By David Fletcher Please feel free to share our comics via social media networks such as Twitter, Facebook, LinkedIn, Instagram, Pinterest. Clear attribution (Twitter example: via @cloudtweaks) to our original comic sources is greatly appreciated.

Recent Articles - Posted by
Fintech Systems, Advancements and Investments

Fintech Systems, Advancements and Investments

Fintech Growth According to a recent report, global investment in fintech companies including both venture-backed and non-venture-backed businesses reached $9.4 billion in the second quarter of 2016; investment in venture capital-backed fintech startups, however, fell by 49%. Nevertheless, the Pulse of Fintech, published jointly by KPMG International and CB Insights, suggests venture capital investment in…

How Identity Governance Can Secure The Cloud Enterprise

How Identity Governance Can Secure The Cloud Enterprise

Securing The Cloud Enterprise Cloud adoption is accelerating for most enterprises, and cloud computing is becoming an integral part of enterprise IT and security infrastructure. Based on current adoption trends, it’s clear that the vast majority of new applications purchased by organizations will be SaaS applications. The allure is evident, from cost savings to speed…

The Rise Of BI Data And How To Use It Effectively

The Rise Of BI Data And How To Use It Effectively

The Rise of BI Data Every few years, a new concept or technological development is introduced that drastically improves the business world as a whole. In 1983, the first commercially handheld mobile phone debuted and provided workers with an unprecedented amount of availability, leading to more productivity and profits. More recently, the Cloud has taken…

Despite Record Breaches, Secure Third Party Access Still Not An IT Priority

Despite Record Breaches, Secure Third Party Access Still Not An IT Priority

Secure Third Party Access Still Not An IT Priority Research has revealed that third parties cause 63 percent of all data breaches. From HVAC contractors, to IT consultants, to supply chain analysts and beyond, the threats posed by third parties are real and growing. Deloitte, in its Global Survey 2016 of third party risk, reported…

Get Ready For Virtual Reality and the Cloud

Get Ready For Virtual Reality and the Cloud

Virtual Reality Cloud We’re lucky to live in an era where virtual reality is no longer relegated to the confines of a sci-fi movie universe. Thanks to technology introduced by products like Oculus Rift, consumers now have access to virtual environments with fully immersive graphic capabilities. As a result, companies have only just begun to…

Don’t Be Intimidated By Data Governance

Don’t Be Intimidated By Data Governance

Data Governance Data governance, the understanding of the raw data of an organization is an area IT departments have historically viewed as a lose-lose proposition. Not doing anything means organizations run the risk of data loss, data breaches and data anarchy – no control, no oversight – the Wild West with IT is just hoping…

The Rise Of BI Data And How To Use It Effectively

The Rise Of BI Data And How To Use It Effectively

The Rise of BI Data Every few years, a new concept or technological development is introduced that drastically improves the business world as a whole. In 1983, the first commercially handheld mobile phone debuted and provided workers with an unprecedented amount of availability, leading to more productivity and profits. More recently, the Cloud has taken…

Cloud Infographic – The Future Of Big Data

Cloud Infographic – The Future Of Big Data

The Future Of Big Data Big Data is BIG business and will continue to be one of the more predominant areas of focus in the coming years from small startups to large scale corporations. We’ve already covered on CloudTweaks how Big Data can be utilized in a number of interesting ways from preventing world hunger to helping teams win…

Four Reasons Why CIOs Must Transform IT Into ITaaS To Survive

Four Reasons Why CIOs Must Transform IT Into ITaaS To Survive

CIOs Must Transform IT The emergence of the Cloud and its three delivery models of Infrastructure as a Service (IaaS), Software as a Service (SaaS) and Platform as a Service (PaaS) has dramatically impacted and forever changed the delivery of IT services. Cloud services have pierced the veil of IT by challenging traditional method’s dominance…

Cloud Computing Then & Now

Cloud Computing Then & Now

The Evolving Cloud  From as early as the onset of modern computing, the possibility of resource distribution has been explored. Today’s cloud computing environment goes well beyond what most could even have imagined at the birth of modern computing and innovation in the field isn’t slowing. A Brief History Matillion’s interactive timeline of cloud begins…

5 Reasons Why Your Startup Will Grow Faster In The Cloud

5 Reasons Why Your Startup Will Grow Faster In The Cloud

Cloud Startup Fast-tracking Start-ups face many challenges, the biggest of which is usually managing growth. A start-up that does not grow is at constant risk of failure, whereas a new business that grows faster than expected may be hindered by operational constraints, such as a lack of staff, workspace and networks. It is an unfortunate…

Fintech Investments Are Seeing Consistent Growth

Fintech Investments Are Seeing Consistent Growth

The Financial Services Cloud Fintech investment has been seeing consistent growth in 2015, with some large moves being made this year. The infographic (Courtesy of Venturescanner) below shows the top Fintech investors and the amount of companies they’re currently funding: Just this week, a financial data startup known as Orchard Platform raised $30 million in…