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© 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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 3
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 4
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 5
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 6
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 7
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 8
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)
Delivered as a service
You
man
age
Storage
Servers
Networking
O/S
Middleware
Virtualization
Applications
Runtime
Data
Software(as a Service)
Delivered as a service
Storage
Servers
Networking
O/S
Middleware
Virtualization
Applications
Runtime
Data
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 9
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?
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 10
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 11
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 13
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 14
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 15
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 16
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 17
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 18
…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…
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 19
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 20
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 21
Microsoft’s Offerings
ProductivityDatabase platform
Businessapplications Infrastructure
PUBLICCloud
PRIVATECloud
CRITICALLY IMPORTANT:
HYBRIDCloud
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 22
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
© 2013 Veris Associates, Inc. All Rights Reserved – Version 1.0 23
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