© 2013 veris associates, inc. d/b/a verisvisalign all rights reserved – version 1.0 veris...

© 2013 Veris Associates, Inc.d/b/a VerisVisalign

All Rights Reserved – Version 1.0

Service Management and the Cloud

Veris Associates, Inc., d/b/a VerisVisalign

© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 2

2:15 – 3:00 Service Management and the Cloud

3:00 – 3:15 Break and Networking 3:15 – 3:45 3:45 – 4:00 Q & A

Program Outline


The Cloud Is Very Much Today

And picking up speed

Japan

Emerging Markets

Western EuropeCanda

United States 21%44%

29%

4%

2%

Asia/Pacific (excluding

Japan)

Latin America

Central and Eastern Europe

Middle East and Africa

14%

5%

1%

1%

Worldwide public IT CloudServices Revenue in 2017

Emerging markets will grow 1.8X faster than developed markets and by 2017 will account for 21.3% of the public cloud opportunity

Public IT cloud services spending reached $47.4 billion in 2013, and

will grow five times faster than the IT industry as a whole

$108B

*2014 IDC study commissioned by Microsoft


Understanding the Strategy Integrated Service Management—more, not less

important in a cloud environment, even “indispensable”*

Customer Focus—what does the business need from us and where could the cloud be useful

Understanding the technology (SaaS, PaaS, IaaS) Cloud Provisioning—Consumption Economics Understanding the Security and Control aspects Understanding how processes will change; ability to

articulate as part of Business Case

ITSM Role in Cloud Readiness

*IBM: Integrated Service Management and Cloud Computing


ITSM provides the foundation for transformation to the cloud and the delivery

of services, aligned with the needs of the business.

The Clear Path to the Cloud and ITSM


Needs to be recognized as critical success factor in enterprise IT

Enabling delivery of innovative business services—higher levels of visibility, control, and automation

Service Architecture, Service Lifecycle Management, Dashboards, Unified Service Desk and Problem/Change Management, Asset Management, Security and Storage Management, Management Reporting

Integrated Service Management


Strategy• Cloud Services Aligned to Need (Business and IT)• Who’s talking to the business and considering where

cloud services could be more effective, efficient?• Who will be our service integrators? (Internal,

External) Internal: Governance, well-managed relationships,

facilitation of organizational change External: Different suppliers needed?

Benefits• Services presented through portals—easy access• Enables management of large numbers of virtualized

resources over multiple locations, performing as a single resource

Integrated SM Aligned to the Business


Opportunities for Cloud Services

Traditional IT

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

You

man

age

Infrastructure(as a Service)

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

Delivered as a service

You

man

age

Platform(as a Service)


You

man

age

Storage

Servers

Networking

O/S

Middleware

Virtualization

Applications

Runtime

Data

Software(as a Service)


Storage

Servers

Networking

O/S

Middleware

Virtualization

Applications

Runtime

Data


Governance• Connection between IT and the business• Control and compliance• Financial management and reporting• Confidentiality, Integrity, Availability, Authenticity

Communication and Socialization• Presentation Rule #1: Tell them what you will tell

them, tell them, then tell them what you told them!

• Campaigns• Training—multiple forms: Town Hall, focus groups,

workshops, etc.

Getting Started: How?


Mission Critical Identification Piecemeal allocation for cloud services—no

strategy—no cloud-based operating model Ease and Speed• Compliance, data duplication, system conflicts

Governance and Management• Keeping Shadow IT under control• Consolidated tools (ERP, CRM, ITSM, Enterprise SM)

Overcoming traditionalists; disruption of “But we’ve always done it this way!”

CapEx to OpEx

Challenges


What type of services meet the cloud transformation requirements?

What type of cloud? (Public, Community, Private, Hybrid)

How will management of this service change?• Process, usage, performance, reporting

How does this fit into our overall portfolio of services?

What are the change implications on day to day services (cutover, post-cutover)?

Considerations


Break


Presentation on the topic. 20 slides in 20 seconds each.

Feedback welcome…this is a work in process, and be forewarned, not all of the timing is correct. We want your feedback on the presentation content.

Presentation


Alignment strategy—business needs which could be served better through cloud services • Then align to IT strategy of design, transition,

delivery Financial Management• Projecting and predicting (modeling) usage and

service consumption results in better planning and reporting

• Movement of CapEx to OpEx Portfolio Management• Ensures services are in terms of business value and

need

Opportunities in Service Strategy


Integration of Service Catalog, Capacity Management, Service Level Management, Availability Management, Security Management, Service Continuity, and Supplier Management within tool for optimal reporting

Capacity—utilization and consumption—will become more important than it has been

Service Level Management—things will change, and need to be adapted

Security—different complexity, authentication, single sign-on

Service Continuity—supplier management, service level expectations

Supplier Management—tighter than before

Opportunities in Service Design


Change Management—integrated, end to end management

Configuration Management—simplifying hardware and integration in infrastructure, managing differently

Release and Deployment Management—opportunities for collaboration, storage of QA, UAT, etc., results

Service Validation and Testing—changes with additional suppliers involved

Opportunities in Service Transition


Alignment and accountability Event Management, Incident

Management, Request Fulfillment, Problem Management, Access and Identity Management• Interfaces with users of these processes • Problem—complexity will change due to

additional suppliers, identifying root cause, OLAs and SLAs

• Allowing access as well as preventing access• Supports single sign-on

Opportunities in Service Operation


…ABOUNDS! Cloud = ability to change more rapidly

than we are used to Adjustment to customer needs more

easily Commoditization of services• Change the financial projecting and reporting• Budgeting

Strong Need for Cloud-Centric Operating Environment

Opportunity for Continual Service Improvement…


All journeys should start with

“Where are we now?”• When was the last time you assessed any of

your processes to see how well they are working?

• What has not yet been integrated into a Service Management tool that you already own?

• What needs to be integrated into a Service Management tool that you are using, but you do not yet own those modules?

Is there an overall cloud strategy? If yes, has it been communicated within

IT, especially to BRMs?

Getting Started


Where is your organization with cloud readiness?

Has anything here struck a chord in your mind?

Does this change how you think about your role?

Discussion


Microsoft’s Offerings

ProductivityDatabase platform

Businessapplications Infrastructure

PUBLICCloud

PRIVATECloud

CRITICALLY IMPORTANT:

HYBRIDCloud


Relevant Industry Data

Microsoft’s Fastest growing product ever

60% Fortune 500 companies using Office 365

1,000

customers are signing up for Azure every day

57%+

Fortune 500 using Microsoft Azure


Consumption Economics, The New Rules of Tech, J.B. Wood, Todd Hewlin, Thomas Lah

Practical IT Service Management, A concise guide for busy executives, Thejendra B.S

Best Practice in the Cloud: An Introduction, Michael Nieves, Axelos White Paper

ITIL Reference Materials

Reference Materials


Questions?

© 2013 veris associates, inc. d/b/a verisvisalign all rights reserved – version 1.0 veris...

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