SlideShare ist ein Scribd-Unternehmen logo
1 von 46
Downloaden Sie, um offline zu lesen
Cloud computing and self-service; Are they the way ahead? ,[object Object],WithMalcolm Fry,[object Object],“Someone told me long time ago,[object Object],There’s a calm before the storm,[object Object],I know. And it’s been coming for some time,[object Object],When it’s over so they say,[object Object],It’ll bring a sunny day,[object Object],I know, shining down like water,[object Object],I wanna know, have you ever seen the rain?,[object Object],I wanna know, have you ever seen the rain?,[object Object],Coming down on a sunny day?”,[object Object],- John Fogerty,[object Object]
Technology is changing everyday life,[object Object],I love being able to make my own choices in my own time,[object Object]
Life is now about…….,[object Object],Making your own decisions,[object Object],Deregulation,[object Object],Making your own choices,[object Object],Small world big options,[object Object],No waiting,[object Object],Portable technology,[object Object],Straight to the product,[object Object]
The world in our pocket,[object Object],Buy and sell,[object Object],Exchange information,[object Object],Limitless knowledge,[object Object],Instant news,[object Object],Virtual everything,[object Object],No international barriers,[object Object],New communities,[object Object],Business has changed,[object Object]
Child’s eye view,[object Object],Icons that no longer exist – Diskette,[object Object],Plasma/LED televisions,[object Object],Camera telephones capture everything,[object Object],Electronic home work submission,[object Object],Techno tool taught at school e.g. PowerPoint,[object Object],Maps?  When you have Google earth?,[object Object],Just an extension of the Kindergarten,[object Object],Technology,[object Object]
Not just children,[object Object],Direct to the Customer (DttC) services make life easy,[object Object],IT engages in a huge amount of work and deploys significant resources to make things seem so easy,[object Object],It is not just children - according to IMRG in December 2010 of £6.8 billion, equivalent to an average spend of £111 (approximately US$170) for every person in the UK. ,[object Object]
SaaS needs Common rule sets,[object Object],The cloud and SaaS services,[object Object],ITIL evolution,[object Object],De facto ITSM standard,[object Object],ITSM already supports SaaS,[object Object],ETOM has ITIL compatibility,[object Object],Hybrid’s,[object Object],Cloud & SaaS,[object Object],ITIL & Internal Premises,[object Object]
Speaking a Common Language,[object Object],http://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pdf,[object Object],8,[object Object]
NIST Cloud definition,[object Object],“Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.,[object Object],This cloud model promotes availability and is composed of; five essential characteristics, three service models, and four deployment models.”,[object Object]
Deploymentmodels?private cloudcommunity cloudpublic cloudhybrid cloud,[object Object],10,[object Object],Service,[object Object],Models?,[object Object],SaaS,[object Object],PaaS,[object Object],IaaS,[object Object]
Controls,[object Object],11,[object Object],control,[object Object],limited control,[object Object],no control,[object Object]
Supporting and Servicing,[object Object],SaaS is a double edged sword,[object Object]
ITIL v3 a logical approach,[object Object],[object Object]
ITIL v3 has a life cycle approach
There is an emphasis shift from retro fitting
 To get it right first time
Selecting a SaaS tool is a science,[object Object]
5,[object Object],The five key ITIL phases,[object Object]
ITILService - strategy,[object Object]
ITILService - design,[object Object]
ITILService - transition,[object Object]
ITILService - operation,[object Object]
ITILService - CSI,[object Object]
Should ITSM use SaaS products?,[object Object],Yes because these are the NIST essential characteristics work better if ITIL is employed:,[object Object],on-demand self-service,[object Object],broad network access,[object Object],resource pooling,[object Object],rapid elasticity,[object Object],measured service,[object Object],It also easier to support a service that you understand,[object Object],Ideal if both SaaS supplier and ITSM are ITIL compliant,[object Object]
SaaS and ITIL,[object Object],SaaS maybe a current trend but old processes never die,[object Object],Or will SaaS eliminate,[object Object],Changes,[object Object],Incidents,[object Object],Availability,[object Object],Capacity,[object Object],etc?,[object Object]
Deregulation is the removal or simplification of government rules and regulations that constrain the operation of market forces. Deregulation does not mean elimination of laws against fraud or property rights but eliminating or reducing government control of how business is done, thereby moving toward a more laissez-faire, free market.,[object Object],It is different from liberalization, where more players enter in the market, but continues the regulation and guarantee of consumer rights and maximum and minimum prices.,[object Object],Cloud and Deregulation,[object Object],Cloud computing is the beginning of the deregulation of IT – maybe this should be at the beginning or even the theme,[object Object],IT,[object Object],of IT security or asset ownership,[object Object],IT,[object Object],for IT services.,[object Object],of service levels and fit for purpose ,[object Object],IT,[object Object]
8 Key Questions,[object Object]
1. Why should organizations that are moving to SaaS care about ITIL?,[object Object],ITIL compliance is now de facto standard - a perfect yardstick,[object Object],All of the components of ITIL will still exist but the roles will change,[object Object],Common ground and common terminology with SaaS suppliers,[object Object],Why would you not make your SaaS offering ITIL compliant?,[object Object],Exclusively SaaS?  No?  Then you will need to integrate old and new,[object Object]
2. Is it important for the SaaS supplier to be ITIL certified? Or is it more important that the IT organization be ITIL certified?,[object Object],Certification Award,[object Object],Certification Importance,[object Object],Both should be certified,[object Object],Supplier PinkVerified or similar,[object Object],Same rules = same game,[object Object],IT will benefit from compliance,[object Object],Subject,[object Object],Is it important for the SaaS supplier to be ITIL certified?,[object Object],Or is it more important that the IT organization be ITIL certified?,[object Object]
3. How do you respond to comments that “ITIL just gets in the way of the agility of a SaaS platform”? ,[object Object],Agility without discipline is dangerous,[object Object],Agility must be channelled to avoid circumventions,[object Object]
4. How do you address comments that “ITIL is old school. SaaS is modern. How can the two converge? “,[object Object],ITIL is being refreshed as we speak,[object Object],Which of the ITIL disciplines are no longer relevant?,[object Object],SaaS is simply a means to an end,[object Object],By looking at each ITIL process and asking who performs which role?,[object Object],By ensuing that the customer is involved by the SaaS supplier,[object Object],SaaS an cloud rools the world,[object Object],itilsucs,[object Object]
5. What should IT organizations look for in regards to ITIL with a SaaS supplier?,[object Object],I,[object Object],MSD,[object Object],PMCMC,[object Object],O N F I G A S,[object Object],S E T M A V A I L M,[object Object],C A P M S L A P O R T F O L I O M,[object Object],I  W  I  L  L  B  U  Y  M  A  L  C  O  L  M  A  B  E  E  R ,[object Object]
6. What are the biggest challenges IT organizations face with ITIL and  SaaS?,[object Object],Especially when BM is SaaS customer,[object Object],Getting SaaS supplier on board,[object Object],Getting local management buy-in,[object Object],Agreeing lines of responsibility,[object Object],Synchronising SaaS & Premises,[object Object]
7. How can IT organizations best address these challenges?,[object Object],It’s a Team Game,[object Object],Get a contact point for ITIL from,[object Object],the SaaS supplier,[object Object],Jointly identify the key common,[object Object],ITIL components,[object Object],Produce/alter  processes as appropriate,[object Object],Establish regular communications,[object Object],ITSM can be Customer and User,[object Object],Appoint an ITIL/SaaS co-ordinator,[object Object]
8. What are some key observations?,[object Object],SaaS ITIL compliance = commitment to Service Management,[object Object],Service Catalogs and Service portfolios are essential because they remove obstacles,[object Object],ITIL/SaaS needs a clear sponsor,[object Object],Do not let ITIL become an obsession ,[object Object],SaaS service for business are best served with SaaS based ITSM tools,[object Object],ITIL and SaaS are compatible,[object Object]
A new dichotomy,[object Object],Some companies are now competing internally for the same customers,[object Object],For example, it was reported that sales from the on-line Next Directory retail catalogue and Internet arm rose 15.3%,[object Object],While like-for-like store sales fell by 7.5%,[object Object],Here, we have two sales-driven divisions vying for the same customers,[object Object],Where would you invest?,[object Object]
The progression of IT Services,[object Object],Personal computers,[object Object],Dumb terminals,[object Object],Remote Job entry,[object Object],Batch,[object Object],Data Prep,[object Object],Data Control,[object Object],Agreed schedules,[object Object],Tech support,[object Object],SLAs,[object Object],Change Management,[object Object],Best Practices,[object Object],ITIL / Cobit,[object Object]
Quantum Change,[object Object],No longer just a cost centre now contributing to the bottom line,[object Object],In some cases FEFO is the bottom line,[object Object],GoToAssist,[object Object],Yahoo,[object Object],Google,[object Object],Amazon,[object Object],Facebook,[object Object],eBay,[object Object],Fully FEFO enabled,[object Object]
The new ROI function,[object Object],Now, it is not just Return On Investment but also Return On Insurance,[object Object],The aim is investing to avoid any potential service interruption to the customer, rather than saving revenue by reducing Service Management costs,[object Object],The question is not what does ITSM cost but what happens if we don’t investment in ITSM,[object Object],It is not until a major DttC application failure occurs that the full extent of the damage can be assessed,[object Object],The key is to identify DttC applications and make them as resistant and resilient as possible as possible to avoid unplanned downtime,[object Object],IT needs to both closely monitor key DttC services and protect against potential unplanned outages. ,[object Object]
I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24,[object Object]
Changing the IT mindset,[object Object],It is obvious that traditional approaches to supporting IT services have to change,[object Object],IT can no longer work to targets that tolerate failure or complacency,[object Object],IT must adopting a 100% target for high FEFO ratings,[object Object],Whenever 100% is not hit IT should launch an investigation to find out why and stop this defect from occurring again or at least minimizing the risk.,[object Object],I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24,[object Object]
Best Practices,[object Object],eTOM,[object Object],ITIL,[object Object],Six,[object Object],Sigma,[object Object],COBIT,[object Object],ISO,[object Object]
Blurring of Responsibilities,[object Object],There were clear lines of demarcation,[object Object],But what happens when FEFO kicks in and DttC services start to proliferate?,[object Object],Who does the external customer contact IT or a corporate customer service point?,[object Object],Who owns local support?,[object Object],The key point here is to identify those areas where FEFO services are providing DttC support, identify the blur points, work with the business units to establish where responsibilities lies and then adopt those responsibilities. ,[object Object]
Risk Management,[object Object],Is this the Achilles heel of ITSM?,[object Object],How much time is spent on Risk Analysis and the implications of failure?,[object Object],What happens if the Front End fails?,[object Object],What are the potential costs of failure?,[object Object],Return on Insurance!!!,[object Object]
Morphing,[object Object],Morphing from – to:,[object Object],[object Object]
IT Back Office to IT Front Office

Weitere ähnliche Inhalte

Was ist angesagt?

Peer Into the Bright Future on the Service Desk Horizon
Peer Into the Bright Future on the Service Desk HorizonPeer Into the Bright Future on the Service Desk Horizon
Peer Into the Bright Future on the Service Desk HorizonBMC Software
 
What is the Future of Voice & Collaboration in Financial Services?
What is the Future of  Voice & Collaboration  in Financial Services?What is the Future of  Voice & Collaboration  in Financial Services?
What is the Future of Voice & Collaboration in Financial Services?Telstra_International
 
Explore the Roles and Myths of Automation and Virtualization in Data Center T...
Explore the Roles and Myths of Automation and Virtualization in Data Center T...Explore the Roles and Myths of Automation and Virtualization in Data Center T...
Explore the Roles and Myths of Automation and Virtualization in Data Center T...Dana Gardner
 
It's Time to Rethink IT Services
It's Time to Rethink IT ServicesIt's Time to Rethink IT Services
It's Time to Rethink IT ServicesBMC Software
 
Cloud Computing Crash Course
Cloud Computing Crash CourseCloud Computing Crash Course
Cloud Computing Crash Coursebpeccoralo
 
Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Ness Technologies
 
Karen Forster Top 10 IT Costs
Karen Forster Top 10 IT CostsKaren Forster Top 10 IT Costs
Karen Forster Top 10 IT Costspvjeff
 
Erp cloud white paper final
Erp cloud white paper finalErp cloud white paper final
Erp cloud white paper finalraisinli
 
What Does Cloud Computing Mean for the Channel?
What Does Cloud Computing Mean for the Channel?What Does Cloud Computing Mean for the Channel?
What Does Cloud Computing Mean for the Channel?SMB Group
 
Building the Agile Enterprise - Cloud Computing
Building the Agile Enterprise - Cloud ComputingBuilding the Agile Enterprise - Cloud Computing
Building the Agile Enterprise - Cloud ComputingSrinivas Koushik
 
The path to self disruption: Nine steps of a digital transformation journey
The path to self disruption: Nine steps of a digital transformation journeyThe path to self disruption: Nine steps of a digital transformation journey
The path to self disruption: Nine steps of a digital transformation journeyThe Economist Media Businesses
 
The Future of the Help Desk
The Future of the Help DeskThe Future of the Help Desk
The Future of the Help DeskRich Rubinstein
 
CSI Content: Who Killed ECM?
CSI Content: Who Killed ECM?CSI Content: Who Killed ECM?
CSI Content: Who Killed ECM?John Newton
 
Presentation, Capgemini Executive Club - Copenhagen
Presentation, Capgemini Executive Club - CopenhagenPresentation, Capgemini Executive Club - Copenhagen
Presentation, Capgemini Executive Club - CopenhagenGeetha Selvakumar
 
5 Things Schools Should Consider Before Adopting a Cloud-Managed Network
5 Things Schools Should Consider Before Adopting a Cloud-Managed Network5 Things Schools Should Consider Before Adopting a Cloud-Managed Network
5 Things Schools Should Consider Before Adopting a Cloud-Managed NetworkSamuel Cope
 

Was ist angesagt? (19)

Peer Into the Bright Future on the Service Desk Horizon
Peer Into the Bright Future on the Service Desk HorizonPeer Into the Bright Future on the Service Desk Horizon
Peer Into the Bright Future on the Service Desk Horizon
 
What is the Future of Voice & Collaboration in Financial Services?
What is the Future of  Voice & Collaboration  in Financial Services?What is the Future of  Voice & Collaboration  in Financial Services?
What is the Future of Voice & Collaboration in Financial Services?
 
Explore the Roles and Myths of Automation and Virtualization in Data Center T...
Explore the Roles and Myths of Automation and Virtualization in Data Center T...Explore the Roles and Myths of Automation and Virtualization in Data Center T...
Explore the Roles and Myths of Automation and Virtualization in Data Center T...
 
It's Time to Rethink IT Services
It's Time to Rethink IT ServicesIt's Time to Rethink IT Services
It's Time to Rethink IT Services
 
Cloud Computing Crash Course
Cloud Computing Crash CourseCloud Computing Crash Course
Cloud Computing Crash Course
 
The blended IT strategy road map
The blended IT strategy road mapThe blended IT strategy road map
The blended IT strategy road map
 
Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010
 
Karen Forster Top 10 IT Costs
Karen Forster Top 10 IT CostsKaren Forster Top 10 IT Costs
Karen Forster Top 10 IT Costs
 
Erp cloud white paper final
Erp cloud white paper finalErp cloud white paper final
Erp cloud white paper final
 
What Does Cloud Computing Mean for the Channel?
What Does Cloud Computing Mean for the Channel?What Does Cloud Computing Mean for the Channel?
What Does Cloud Computing Mean for the Channel?
 
Building the Agile Enterprise - Cloud Computing
Building the Agile Enterprise - Cloud ComputingBuilding the Agile Enterprise - Cloud Computing
Building the Agile Enterprise - Cloud Computing
 
The path to self disruption: Nine steps of a digital transformation journey
The path to self disruption: Nine steps of a digital transformation journeyThe path to self disruption: Nine steps of a digital transformation journey
The path to self disruption: Nine steps of a digital transformation journey
 
The path to self-disruption
The path to self-disruptionThe path to self-disruption
The path to self-disruption
 
The Future of the Help Desk
The Future of the Help DeskThe Future of the Help Desk
The Future of the Help Desk
 
CSI Content: Who Killed ECM?
CSI Content: Who Killed ECM?CSI Content: Who Killed ECM?
CSI Content: Who Killed ECM?
 
Presentation, Capgemini Executive Club - Copenhagen
Presentation, Capgemini Executive Club - CopenhagenPresentation, Capgemini Executive Club - Copenhagen
Presentation, Capgemini Executive Club - Copenhagen
 
Using Cloud Computing to Change the Game of Finance
Using Cloud Computing to Change the Game of FinanceUsing Cloud Computing to Change the Game of Finance
Using Cloud Computing to Change the Game of Finance
 
5 Things Schools Should Consider Before Adopting a Cloud-Managed Network
5 Things Schools Should Consider Before Adopting a Cloud-Managed Network5 Things Schools Should Consider Before Adopting a Cloud-Managed Network
5 Things Schools Should Consider Before Adopting a Cloud-Managed Network
 
Br corporatedeck
Br corporatedeckBr corporatedeck
Br corporatedeck
 

Andere mochten auch

Emportant HRMS: UnComplex HR Software on Cloud
Emportant HRMS: UnComplex HR Software on CloudEmportant HRMS: UnComplex HR Software on Cloud
Emportant HRMS: UnComplex HR Software on CloudEmportant_Technologies
 
New Oracle HCM Presentation (00000002)
New Oracle HCM Presentation (00000002)New Oracle HCM Presentation (00000002)
New Oracle HCM Presentation (00000002)Kristina Kurz
 
Employee Self Service - greytHR
Employee Self Service - greytHREmployee Self Service - greytHR
Employee Self Service - greytHRGreytip Software
 
Transform Your HR Processes with Oracle HCM Cloud and Digital Tools
Transform Your HR Processes with Oracle HCM Cloud and Digital ToolsTransform Your HR Processes with Oracle HCM Cloud and Digital Tools
Transform Your HR Processes with Oracle HCM Cloud and Digital ToolsCapgemini
 
Transforming HR into a Strategic Asset enabled by Oracle HCM Cloud
Transforming HR into a Strategic Asset enabled by Oracle HCM CloudTransforming HR into a Strategic Asset enabled by Oracle HCM Cloud
Transforming HR into a Strategic Asset enabled by Oracle HCM CloudCognizant
 
The power of self service Service Manager
The power of self service Service ManagerThe power of self service Service Manager
The power of self service Service ManagerFredrik Knalstad
 

Andere mochten auch (7)

Emportant HRMS: UnComplex HR Software on Cloud
Emportant HRMS: UnComplex HR Software on CloudEmportant HRMS: UnComplex HR Software on Cloud
Emportant HRMS: UnComplex HR Software on Cloud
 
Manager Self Service
Manager Self ServiceManager Self Service
Manager Self Service
 
New Oracle HCM Presentation (00000002)
New Oracle HCM Presentation (00000002)New Oracle HCM Presentation (00000002)
New Oracle HCM Presentation (00000002)
 
Employee Self Service - greytHR
Employee Self Service - greytHREmployee Self Service - greytHR
Employee Self Service - greytHR
 
Transform Your HR Processes with Oracle HCM Cloud and Digital Tools
Transform Your HR Processes with Oracle HCM Cloud and Digital ToolsTransform Your HR Processes with Oracle HCM Cloud and Digital Tools
Transform Your HR Processes with Oracle HCM Cloud and Digital Tools
 
Transforming HR into a Strategic Asset enabled by Oracle HCM Cloud
Transforming HR into a Strategic Asset enabled by Oracle HCM CloudTransforming HR into a Strategic Asset enabled by Oracle HCM Cloud
Transforming HR into a Strategic Asset enabled by Oracle HCM Cloud
 
The power of self service Service Manager
The power of self service Service ManagerThe power of self service Service Manager
The power of self service Service Manager
 

Ähnlich wie Malcolm Fry's Cloud Computing & Self-Service Service Management - Are they the way ahead?

Cloud Computing and Self-Service
Cloud Computing and Self-ServiceCloud Computing and Self-Service
Cloud Computing and Self-ServiceHDI Orange County
 
Cloud Computing/SaaS opportunity
Cloud Computing/SaaS opportunityCloud Computing/SaaS opportunity
Cloud Computing/SaaS opportunityFreeform Dynamics
 
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...
4 key elements to success in the 3rd platform  by Jerod Powell - CEO INFINIT ...4 key elements to success in the 3rd platform  by Jerod Powell - CEO INFINIT ...
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...Jerod Powell
 
Going to the SP2013 Cloud - what does a business need to make it successful?
Going to the SP2013 Cloud - what does a business need to make it successful?Going to the SP2013 Cloud - what does a business need to make it successful?
Going to the SP2013 Cloud - what does a business need to make it successful?Matt Groves
 
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...POST Telecom for Business
 
IEEE PHM Cloud Computing
IEEE PHM Cloud ComputingIEEE PHM Cloud Computing
IEEE PHM Cloud ComputingJoseph Williams
 
Why IT Struggles With Digital Transformation and What to Do About It
Why IT Struggles With Digital Transformation and What to Do About ItWhy IT Struggles With Digital Transformation and What to Do About It
Why IT Struggles With Digital Transformation and What to Do About Itrun_frictionless
 
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...AppDynamics
 
The Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredThe Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredJosh Lippy
 
The Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredThe Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredNeil Solomon
 
Hybrid cloud- driving a business
Hybrid cloud- driving a businessHybrid cloud- driving a business
Hybrid cloud- driving a businessGabe Akisanmi
 
Cloud Scars: Lessons from the Enterprise Pioneers
Cloud Scars: Lessons from the Enterprise PioneersCloud Scars: Lessons from the Enterprise Pioneers
Cloud Scars: Lessons from the Enterprise PioneersDave Roberts
 
Cloud scars: Lessons from the Enterprise Pioneers
Cloud scars: Lessons from the Enterprise PioneersCloud scars: Lessons from the Enterprise Pioneers
Cloud scars: Lessons from the Enterprise PioneersServiceMesh
 
Next Generation IT Operating Models and IT4IT
Next Generation IT Operating Models and IT4ITNext Generation IT Operating Models and IT4IT
Next Generation IT Operating Models and IT4ITSukumar Daniel
 
Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013Sukumar Daniel
 
201306 Ode to Simplification and IT Strategic Leaders
201306 Ode to Simplification and IT Strategic Leaders201306 Ode to Simplification and IT Strategic Leaders
201306 Ode to Simplification and IT Strategic LeadersFrancisco Calzado
 

Ähnlich wie Malcolm Fry's Cloud Computing & Self-Service Service Management - Are they the way ahead? (20)

Cloud Computing and Self-Service
Cloud Computing and Self-ServiceCloud Computing and Self-Service
Cloud Computing and Self-Service
 
Cloud Computing/SaaS opportunity
Cloud Computing/SaaS opportunityCloud Computing/SaaS opportunity
Cloud Computing/SaaS opportunity
 
Cloud computing in context
Cloud computing in contextCloud computing in context
Cloud computing in context
 
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...
4 key elements to success in the 3rd platform  by Jerod Powell - CEO INFINIT ...4 key elements to success in the 3rd platform  by Jerod Powell - CEO INFINIT ...
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...
 
Going to the SP2013 Cloud - what does a business need to make it successful?
Going to the SP2013 Cloud - what does a business need to make it successful?Going to the SP2013 Cloud - what does a business need to make it successful?
Going to the SP2013 Cloud - what does a business need to make it successful?
 
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...
[Event] Digital transformation : How it affects us - PRESENTATION POST LUXEMB...
 
IEEE PHM Cloud Computing
IEEE PHM Cloud ComputingIEEE PHM Cloud Computing
IEEE PHM Cloud Computing
 
BMC eBook
BMC eBookBMC eBook
BMC eBook
 
Why IT Struggles With Digital Transformation and What to Do About It
Why IT Struggles With Digital Transformation and What to Do About ItWhy IT Struggles With Digital Transformation and What to Do About It
Why IT Struggles With Digital Transformation and What to Do About It
 
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...
AppSphere 15 - Shining a Light on Shadow IT: A New Way of Working for "Busine...
 
The Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredThe Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All Covered
 
The Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All CoveredThe Future of the Help Desk e-book_All Covered
The Future of the Help Desk e-book_All Covered
 
Hybrid cloud- driving a business
Hybrid cloud- driving a businessHybrid cloud- driving a business
Hybrid cloud- driving a business
 
Dit yvol5iss14
Dit yvol5iss14Dit yvol5iss14
Dit yvol5iss14
 
Cloud Scars: Lessons from the Enterprise Pioneers
Cloud Scars: Lessons from the Enterprise PioneersCloud Scars: Lessons from the Enterprise Pioneers
Cloud Scars: Lessons from the Enterprise Pioneers
 
Cloud scars: Lessons from the Enterprise Pioneers
Cloud scars: Lessons from the Enterprise PioneersCloud scars: Lessons from the Enterprise Pioneers
Cloud scars: Lessons from the Enterprise Pioneers
 
The Right Type of Cloud Messaging
The Right Type of Cloud MessagingThe Right Type of Cloud Messaging
The Right Type of Cloud Messaging
 
Next Generation IT Operating Models and IT4IT
Next Generation IT Operating Models and IT4ITNext Generation IT Operating Models and IT4IT
Next Generation IT Operating Models and IT4IT
 
Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013
 
201306 Ode to Simplification and IT Strategic Leaders
201306 Ode to Simplification and IT Strategic Leaders201306 Ode to Simplification and IT Strategic Leaders
201306 Ode to Simplification and IT Strategic Leaders
 

Mehr von San Francisco Bay Area

2017March-Future of Artificaial Intelligence in IT
2017March-Future of Artificaial Intelligence in IT2017March-Future of Artificaial Intelligence in IT
2017March-Future of Artificaial Intelligence in ITSan Francisco Bay Area
 
SFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
SFHDIFeb2017-How DevOps Thinking Can Improve Service and SupportSFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
SFHDIFeb2017-How DevOps Thinking Can Improve Service and SupportSan Francisco Bay Area
 
SFHDI Sept2016 - Getting Ready for GenZ
SFHDI Sept2016 - Getting Ready for GenZSFHDI Sept2016 - Getting Ready for GenZ
SFHDI Sept2016 - Getting Ready for GenZSan Francisco Bay Area
 
SFHDI presents: Numara Software - Change & Approval Management
SFHDI presents: Numara  Software - Change & Approval ManagementSFHDI presents: Numara  Software - Change & Approval Management
SFHDI presents: Numara Software - Change & Approval ManagementSan Francisco Bay Area
 
Metrics that Matter, A Better Balanced Scorecard for IT
Metrics that Matter, A Better Balanced Scorecard for ITMetrics that Matter, A Better Balanced Scorecard for IT
Metrics that Matter, A Better Balanced Scorecard for ITSan Francisco Bay Area
 
Numara Presentation - Address the 800lb Gorilla in the Room: Software Licens...
Numara Presentation - Address the 800lb Gorilla in the Room:  Software Licens...Numara Presentation - Address the 800lb Gorilla in the Room:  Software Licens...
Numara Presentation - Address the 800lb Gorilla in the Room: Software Licens...San Francisco Bay Area
 
The Hidden Value of Desktop Support Technicians
The Hidden Value of Desktop Support TechniciansThe Hidden Value of Desktop Support Technicians
The Hidden Value of Desktop Support TechniciansSan Francisco Bay Area
 

Mehr von San Francisco Bay Area (14)

2017March-Future of Artificaial Intelligence in IT
2017March-Future of Artificaial Intelligence in IT2017March-Future of Artificaial Intelligence in IT
2017March-Future of Artificaial Intelligence in IT
 
SFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
SFHDIFeb2017-How DevOps Thinking Can Improve Service and SupportSFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
SFHDIFeb2017-How DevOps Thinking Can Improve Service and Support
 
SFHDI Sept2016 - Getting Ready for GenZ
SFHDI Sept2016 - Getting Ready for GenZSFHDI Sept2016 - Getting Ready for GenZ
SFHDI Sept2016 - Getting Ready for GenZ
 
Roadmap for Desktop Support's Future
Roadmap for Desktop Support's FutureRoadmap for Desktop Support's Future
Roadmap for Desktop Support's Future
 
War For Talent - HDI RHT 2012
War For Talent - HDI RHT 2012 War For Talent - HDI RHT 2012
War For Talent - HDI RHT 2012
 
War for talent job profiles
War for talent job profilesWar for talent job profiles
War for talent job profiles
 
Winning the War for Talent
Winning the War for TalentWinning the War for Talent
Winning the War for Talent
 
SFHDI presents: Numara Software - Change & Approval Management
SFHDI presents: Numara  Software - Change & Approval ManagementSFHDI presents: Numara  Software - Change & Approval Management
SFHDI presents: Numara Software - Change & Approval Management
 
Numara change & approval mgmt
Numara change & approval mgmtNumara change & approval mgmt
Numara change & approval mgmt
 
SFHDI 2011 Meeting Photos
SFHDI 2011 Meeting PhotosSFHDI 2011 Meeting Photos
SFHDI 2011 Meeting Photos
 
Metrics that Matter, A Better Balanced Scorecard for IT
Metrics that Matter, A Better Balanced Scorecard for ITMetrics that Matter, A Better Balanced Scorecard for IT
Metrics that Matter, A Better Balanced Scorecard for IT
 
Numara Presentation - Address the 800lb Gorilla in the Room: Software Licens...
Numara Presentation - Address the 800lb Gorilla in the Room:  Software Licens...Numara Presentation - Address the 800lb Gorilla in the Room:  Software Licens...
Numara Presentation - Address the 800lb Gorilla in the Room: Software Licens...
 
Everything I learned about IT
Everything I learned about ITEverything I learned about IT
Everything I learned about IT
 
The Hidden Value of Desktop Support Technicians
The Hidden Value of Desktop Support TechniciansThe Hidden Value of Desktop Support Technicians
The Hidden Value of Desktop Support Technicians
 

Kürzlich hochgeladen

Comparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioComparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioChristian Posta
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1DianaGray10
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarPrecisely
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxMatsuo Lab
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationIES VE
 
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfUiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfDianaGray10
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfJamie (Taka) Wang
 
Videogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfVideogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfinfogdgmi
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URLRuncy Oommen
 
Igniting Next Level Productivity with AI-Infused Data Integration Workflows
Igniting Next Level Productivity with AI-Infused Data Integration WorkflowsIgniting Next Level Productivity with AI-Infused Data Integration Workflows
Igniting Next Level Productivity with AI-Infused Data Integration WorkflowsSafe Software
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxUdaiappa Ramachandran
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7DianaGray10
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6DianaGray10
 
Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Adtran
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-pyJamie (Taka) Wang
 

Kürzlich hochgeladen (20)

Comparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and IstioComparing Sidecar-less Service Mesh from Cilium and Istio
Comparing Sidecar-less Service Mesh from Cilium and Istio
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity Webinar
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptx
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
 
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdfUiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
UiPath Solutions Management Preview - Northern CA Chapter - March 22.pdf
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 
20150722 - AGV
20150722 - AGV20150722 - AGV
20150722 - AGV
 
Videogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdfVideogame localization & technology_ how to enhance the power of translation.pdf
Videogame localization & technology_ how to enhance the power of translation.pdf
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URL
 
Igniting Next Level Productivity with AI-Infused Data Integration Workflows
Igniting Next Level Productivity with AI-Infused Data Integration WorkflowsIgniting Next Level Productivity with AI-Infused Data Integration Workflows
Igniting Next Level Productivity with AI-Infused Data Integration Workflows
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptx
 
20230104 - machine vision
20230104 - machine vision20230104 - machine vision
20230104 - machine vision
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6
 
Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-py
 

Malcolm Fry's Cloud Computing & Self-Service Service Management - Are they the way ahead?

Hinweis der Redaktion

  1. The cloud and Saas services need common rulesITIL has been evolving since mid 80sIt is now regarded as de facto ITSM standardITSM have been supporting SaaS services for years – using ITILIf SaaS is not the single source then other platforms also need supporting
  2. The most widely used definitions for cloud computing are supplied by the National Institute of Standards and Technology (NIST). The NIST is the federal technology agency that works with industry to develop and apply technology, measurements, and standards.National Institute of Standards and Technology (NIST)Agency of US Department of CommerceCloud Standards for:essential characteristicsdeployment modelsservice modelshttp://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pd
  3. Essential Characteristics:On-demand self-service. A consumer can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service’s supplier. Broad network access. Capabilities are available over the network and accessed through standard mechanisms that promote use by heterogeneous thin or thick client platforms (e.g., mobile phones, laptops, and PDAs).Resource pooling. The supplier’s computing resources are pooled to serve multiple consumers using a multi-tenant model, with different physical and virtual resources dynamically assigned and reassigned according to consumer demand. There is a sense of location independence in that the customer generally has no control or knowledge over the exact location of the provided resources but may be able to specify location at a higher level of abstraction (e.g., country, state, or datacenter). Examples of resources include storage, processing, memory, network bandwidth, and virtual machines.Rapid elasticity. Capabilities can be rapidly and elastically provisioned, in some cases automatically, to quickly scale out and rapidly released to quickly scale in. To the consumer, the capabilities available for provisioning often appear to be unlimited and can be purchased in any quantity at any time.Measured Service. Cloud systems automatically control and optimize resource use by leveraging a metering capability at some level of abstraction appropriate to the type of service (e.g., storage, processing, bandwidth, and active user accounts). Resource usage can be monitored, controlled, and reported providing transparency for both the supplier and consumer of the utilized service.
  4. Private cloud. The cloud infrastructure is operated solely for an organization. It may be managed by the organization or a third party and may exist on premise or off premise.Community cloud. The cloud infrastructure is shared by several organizations and supports a specific community that has shared concerns (e.g., mission, security requirements, policy, and compliance considerations). It may be managed by the organizations or a third party and may exist on premise or off premise.Public cloud. The cloud infrastructure is made available to the general public or a large industry group and is owned by an organization selling cloud services.Hybrid cloud. The cloud infrastructure is a composition of two or more clouds (private, community, or public) that remain unique entities but are bound together by standardized or proprietary technology that enables data and application portability (e.g., cloud bursting for load-balancing between clouds).Cloud Software as a Service (SaaS). The capability provided to the consumer is to use the supplier’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities, with the possible exception of limited user-specific application configuration settings.Cloud Platform as a Service (PaaS). The capability provided to the consumer is to deploy onto the cloud infrastructure consumer-created or acquired applications created using programming languages and tools supported by the supplier. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications and possibly application hosting environment configurations.Cloud Infrastructure as a Service (IaaS). The capability provided to the consumer is to provision processing, storage, networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications. The consumer does not manage or control the underlying cloud infrastructure but has control over operating systems, storage, deployed applications, and possibly limited control of select networking components (e.g., host firewalls).
  5. SaaS is a double edged swordBusiness applications & ITSM tool setIf ITSM uses ITIL then so should SaaS services providersITIL could be the differentiator between providersThe ITIL tool set still needs to be used e.g. change and incident
  6. ITIL v2 concentrated on Service Support and Service Deliver – good for the 90sITIL v3 has a life cycle approach which is ideal for SaaSThere is an emphasis shift from retro fitting to get it right first timeSelecting a SaaS tool is a science
  7. Two party approach to IT Service Management does not work for cloud computingMind set has change along with the platform changeIt is dealing with the invisible and inaccessible as opposed to the here and nowIt is very difficult to leave SaaS once you have adopted SaaS
  8. Each of the key ITIL phases has a role to play:StrategyDesignTransitionOperationContinual Service OperationFor both SaaS suppliers and Saas usersProcesses remain but the roles change
  9. Just choosing SaaS is a strategic decisionDeciding which strategy to choose is a vital decision – in this case SaaSChoosing the correct product is the key to successA glance at the components of ITIL Strategy shows why
  10. This is where the environment, infrastructure and security are all formedDesign turns the Strategy into realityA glance at the components of ITIL Design shows why
  11. This is the point of convergence between platformsWhere traditional meets newKey factor is service validationA glance at the components of ITIL Transition shows why
  12. This is where the SaaS product will be supported for the rest of its life cycleIncidents and problems will arise due to technology frictionIt is easier if ITSM is on the same platform as SaaSA glance at the components of ITIL Operation shows why
  13. This is where key communications are undertakenImportant to provide data to SaaS suppliersA glance at the components of ITIL CSI shows why
  14. Unless they are exclusively SaaS then they will need to integrate old and newITIL compliance is now de facto standard so it is a perfect yardstickAll of the components of ITIL still exist but the roles will changeCommon ground and common terminology with SaaS suppliersWhy would you not make your SaaS offering ITIL compliant?
  15. BothThe SaaS supplier should be Pinkverified or at least aiming for itSame rule set means we all play the same game – American football and rugbyIT org will benefit from ITIL/SaaS better if they are compliant
  16. Agility without discipline is a dangerous game to play – ask a Circus Trapeze artistAgility must be channelled often an excuse to avoid process such as change management
  17. ITIL is being refreshed as we speakWhich of the ITIL disciplines are no longer relevant?SaaS is a means to an end and not modernBy looking at each ITIL process and asking who performs which role?By ensuing that the customer is involved by the SaaS supplier
  18. That they have clearly defined operational and transitional processes in particularIncidentService deskProblemChangeAsset Availability/capacitySLAs
  19. Getting the SaaS supplier on boardAgreeing clear lines of responsibilitySynchronising SaaS supplier and internal ITIL implementationsGetting local management buy-in especially if the business customer is also the contact point for the SaaS suppler
  20. Appoint an ITIL/SaaS co-ordinatorThis is a team effort so get a contact point for ITIL from the SaaS supplierTogether identify the key common ITIL componentsProduce/alter processes as appropriateEstablish regular communications with SaaS/ITIL counterpartsUnderstand that ITSM can be both the customer and service manager for SaaS functions
  21. SaaS ITIL compliance shows commitment to Service ManagementService Catalogs and Service portfolios are essential because they remove obstaclesITIL/SaaS needs a clear sponsorDo not let ITIL become an obsession even if SaaS supplier is not ITIL focused you should still be soSaaS service for business are best served with SaaS based ITSM toolsITIL and SaaS are compatible