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.

Comics
What the Dyn DDoS Attacks Taught Us About Cloud-Only EFSS

What the Dyn DDoS Attacks Taught Us About Cloud-Only EFSS

DDoS Attacks October 21st, 2016 went into the annals of Internet history for the large scale Distributed Denial of Service (DDoS) attacks that made popular Internet properties like Twitter, SoundCloud, Spotify and Box inaccessible to many users in the US. The DDoS attack happened in three waves targeting DNS service provider Dyn, resulting in a total of about…

Protecting Devices From Data Breach: Identity of Things (IDoT)

Protecting Devices From Data Breach: Identity of Things (IDoT)

How to Identify and Authenticate in the Expanding IoT Ecosystem It is a necessity to protect IoT devices and their associated data. As the IoT ecosystem continues to expand, the need to create an identity to newly-connected things is becoming increasingly crucial. These ‘things’ can include anything from basic sensors and gateways to industrial controls…

Cloud Services Providers – Learning To Keep The Lights On

Cloud Services Providers – Learning To Keep The Lights On

The True Meaning of Availability What is real availability? In our line of work, cloud service providers approach availability from the inside out. And in many cases, some never make it past their own front door given how challenging it is to keep the lights on at home let alone factors that are out of…

The Cloud Is Not Enough! Why Businesses Need Hybrid Solutions

The Cloud Is Not Enough! Why Businesses Need Hybrid Solutions

Why Businesses Need Hybrid Solutions Running a cloud server is no longer the novel trend it once was. Now, the cloud is a necessary data tier that allows employees to access vital company data and maintain productivity from anywhere in the world. But it isn’t a perfect system — security and performance issues can quickly…

Choosing IaaS or a Cloud-Enabled Managed Hosting Provider?

Choosing IaaS or a Cloud-Enabled Managed Hosting Provider?

There is a Difference – So Stop Comparing We are all familiar with the old saying “That’s like comparing apples to oranges” and though we learned this lesson during our early years we somehow seem to discount this idiom when discussing the Cloud. Specifically, IT buyers often feel justified when comparing the cost of a…

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…

Data Breaches: Incident Response Planning – Part 1

Data Breaches: Incident Response Planning – Part 1

Incident Response Planning – Part 1 The topic of cybersecurity has become part of the boardroom agendas in the last couple of years, and not surprisingly — these days, it’s almost impossible to read news headlines without noticing yet another story about a data breach. As cybersecurity shifts from being a strictly IT issue to…

Why Security Practitioners Need To Apply The 80-20 Rules To Data Security

Why Security Practitioners Need To Apply The 80-20 Rules To Data Security

The 80-20 Rule For Security Practitioners  Everyday we learn about yet another egregious data security breach, exposure of customer data or misuse of data. It begs the question why in this 21st century, as a security industry we cannot seem to secure our most valuable data assets when technology has surpassed our expectations in other regards.…