ITSM Essentials for Managing the Cloud

2

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

4

Introduction

What does Cloud Computing mean to IT?

5

Types of Clouds

Software as a Service (SaaS)

Platform as a Service (PaaS)

Infrastructure as a Service (IaaS)

6

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

7

Cloud Computing Service Candidates

Identifying Cloud Service Candidates

Service Catalog and Demand Management Input

Financial Management Input

8

Identifying Cloud Service Candidates

What is a Service?

External Drivers

Internal Analysis

Be Pro-Active

9

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

10

Financial Management Input

Cost of Current Service Delivery

People costs Hardware and software costs

Projected cost of new services

Expected costs Leverage historical data

11

Managing Cloud Services

Supplier Management, Contracts and Service Levels

Full “Supply Chain” View

12

Contracts and Service Levels

Supplier Management

Contracts

Service Level Agreements (UCs)

13

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

14

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

16

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

17

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

19

Full, instant access to assyst functionality via your browser – right now!

30 days of continuous 24/7 access with all of your data and customizations retained for the full trial period--giving you the ability to evaluate assystSaaS against your requirements in a live environment.

Seamless switch-over from trial to live use when you decide to use assystSaaS as your ITSM on-demand solution.

Try it now at:

www.axiossystems.com/assystSaaS

20

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.

21

Any Questions?

Axios Systems Details:

www.axiossystems.com

assyst@axiossystems.com

Request access to assystSaaS trial evaluation here:

www.axiossystems.com/assystSaaS

Social Media – Follow us & join the discussion!http://www.linkedin.com/company/15055

•*Axios Company page

•Click here to join discussion on this webcast

http://www.twitter.com/Axios_Systems

http://www.facebook.com/pages/Axios-Systems/195622459339

https://www.xing.com/companies/axiossystems