ITSM Essentials for Managing the Cloud

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Agenda

� Background

� Cloud Computing Service Candidates

� Managing Cloud Services

� Live assyst Product Demonstration

� Q&A

3

Background

Introduction

Types of Clouds

Cloud Computing vs Outsourcing

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Introduction

What does Cloud Computing mean to IT?

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Types of Clouds

� Software as a Service (SaaS)

� Platform as a Service (PaaS)

� Infrastructure as a Service (IaaS)

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Cloud Computing vs Outsourcing

Differences

� How the services are accessed

� More flexible contract terms

� More flexible scaling options

Lessons Learned from Outsourcing

� We still need IT (and ITSM)

� We need very good contracts and supplier management

� Effective communication is critical

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Cloud Computing Service Candidates

Identifying Cloud Service Candidates

Service Catalog and Demand Management Input

Financial Management Input

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Identifying Cloud Service Candidates

� What is a Service?

� External Drivers

� Internal Analysis

� Be Pro-Active

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Service Catalog and Demand Management Input

Service Catalog

� Visibility to Services

� Source for Financial Management

Demand Management

� Look for unusual demand patterns

� Demand vs planned demand

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Financial Management Input

Cost of Current Service Delivery

� People costs

� Hardware and software costs

Projected cost of new services

� Expected costs

� Leverage historical data

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Managing Cloud Services

Supplier Management, Contracts and Service Levels

Full “Supply Chain” View

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Contracts and Service Levels

Supplier Management

Contracts

Service Level Agreements (UCs)

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Full “Supply Chain” View

Include the Service in your Service Catalog

Track the “raw” Supplier performance through SLAs

Track the perceived Supplier performance through surveys

Monitor the Service usage

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Summary

It’s important for IT to take the lead in Cloud Computing

Leverage your ITIL processes to get a head start

Don’t wait – start planning for this now

Live assyst Product DemonstrationPaul Swider – Solution Consultant

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Demo Scenario 1 – Service Catalog and Self Service

• How a Business user can leverage FAQ’s for hosted services

• How to manage Requests for Cloud Services

• Understanding the business users perception of a Cloud

Services

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Demo Scenario 2 – IT View to Deliver and Support the Service

• How to define offerings related to cloud services

• How the technical view of the service catalog can reflect

your infrastructure

• How assyst can support requests related to cloud based

services

• How requests related to cloud based services can be

structured and managed

Q & A

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customizations retained for the full trial period--giving you the ability

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environment.

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assystSaaS as your ITSM on-demand solution.

Try it now at:

www.axiossystems.com/assystSaaS

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assystSaaS – What you get

� Complete ITSM & IT Asset Management support in a single, purpose-built application

• Enterprise-class CMS and CMDB

• Unrivalled depth of functionality in the on demand ITSM market

• Full spectrum ITIL process support

• Rapid deployment and easy flexibility - no scripting or development to meet initial or changing requirements

• No application management overheads

• Seamless free upgrades

• Simple, predictable cost

• Guaranteed sub-second page loading performance

• Easy to use, modern, dependable

• Battle tested for 1000 to 500,000 end users and 1,000,000’s of IT assets.

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Any Questions?

Axios Systems Details:

www.axiossystems.com

assyst@axiossystems.com

Request access to assystSaaS trial evaluation here:

www.axiossystems.com/assystSaaS

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