ITSM & the Cloud, what does it mean for you?


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Cloud computing has captured a lot of interest across the ITSM community, but there is still uncertainty about what it is and why it's important.

Watch Sharon Taylor, Chief Architect of ITIL® v3 and prominent industry expert, cut through the hype and provide her insight on Cloud computing and its true impact on ITSM.

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ITSM & the Cloud, what does it mean for you?

  1. 1. Sharon Taylor Aspect Group Inc ITSM in the Cloud?
  2. 2. Axios Systems Timeline Windows Web Web 2.0 Green-Screen Axios founded assyst Classic launched assyst Enterprise launched Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 assyst 8 Launched US Expansion European expansion begins assyst 9 Launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10
  3. 3. Agenda <ul><ul><li>Cloud Computing– What is it? </li></ul></ul><ul><ul><li>Types of cloud models? </li></ul></ul><ul><ul><li>ITSM in a cloud? </li></ul></ul><ul><ul><li>ITSM as the cloud? </li></ul></ul>
  4. 4. Cloud Computing – What is it?
  5. 5. What is the cloud? <ul><li>A new spin on an old idea </li></ul><ul><li>Collection of externally- managed service delivery models </li></ul><ul><li>Covers a wide range of IT </li></ul><ul><li>Not a replacement for Service management! </li></ul>
  6. 6. Cloud Models
  7. 7. The Cloud Clouds are not really just clouds Cloud type image used under the terms of a Creative Commons Attribution Share-Alike 3.0 License
  8. 8. The cloud service portfolio <ul><ul><li>Multi-tenant design </li></ul></ul><ul><ul><li>No Capex for customer </li></ul></ul><ul><ul><li>Pay-as-you-go demand </li></ul></ul><ul><ul><li>Single provider model, e.g.: </li></ul></ul><ul><ul><ul><li>assystSaaS </li></ul></ul></ul><ul><ul><ul><li>Google Apps </li></ul></ul></ul><ul><ul><ul><li> </li></ul></ul></ul>Software as a service - SaaS Customer A Customer H Customer F Customer C Customer D Customer E Customer B Apps
  9. 9. Cloud Service Portfolio - IaaS <ul><ul><li>Utility computing service </li></ul></ul><ul><ul><li>Hardware </li></ul></ul><ul><ul><li>Storage </li></ul></ul><ul><ul><li>Servers </li></ul></ul><ul><ul><li>IT is the customer </li></ul></ul>
  10. 10. Cloud Service Portfolio - PaaS <ul><ul><li>Customer owned service </li></ul></ul><ul><ul><li>Developed, on cloud IS </li></ul></ul><ul><ul><li>Hosted via cloud </li></ul></ul><ul><ul><li>Local IT supported </li></ul></ul><ul><ul><li>IT is the customer </li></ul></ul><ul><ul><li>Cloud invisible to business </li></ul></ul>
  11. 11. The cloud service models <ul><ul><li>Offered to large demographic groups such as industry sectors or the general public </li></ul></ul><ul><ul><li>Utility computing cost model; metered, transactional, volume, etc. </li></ul></ul>Public cloud The Cloud Service /App Service /App Service /App
  12. 12. The cloud service models <ul><ul><li>Emulates private networks </li></ul></ul><ul><ul><li>Customer pays for IS </li></ul></ul><ul><ul><li>More customer hands-on management </li></ul></ul><ul><ul><li>Specialized services </li></ul></ul><ul><ul><li>Secure to customer org </li></ul></ul><ul><ul><li>Lower ROI and higher capex and opex </li></ul></ul>Private cloud The Cloud Service /App Service /App Service /App Service /App Service /App Service /App Private
  13. 13. Cloud service models <ul><ul><li>Features of public and private </li></ul></ul><ul><ul><li>Often used by internal IT </li></ul></ul><ul><ul><li>Benefits of public with specialization where needed </li></ul></ul>Hybrid cloud The Cloud Service /App Service /App Service /App The Cloud Service /App Service /App Service /App
  14. 14. Benefits <ul><li>Cost Avoidance & Reduction </li></ul><ul><ul><li>Support costs </li></ul></ul><ul><ul><li>Capital and Operational investment </li></ul></ul><ul><ul><li>Pay per use </li></ul></ul><ul><li>Global Access </li></ul><ul><ul><li>Supports mobile workforce </li></ul></ul><ul><ul><li>Offers multiple connectivity options </li></ul></ul><ul><ul><li>Device independent </li></ul></ul><ul><li>Demand and Capacity </li></ul><ul><ul><li>Dynamic scaling </li></ul></ul><ul><ul><li>Accurate usage trending </li></ul></ul><ul><ul><li>Helpful for business and service planning </li></ul></ul>
  15. 15. Trade-offs <ul><li>Service options </li></ul><ul><ul><li>Less flexibility in some models </li></ul></ul><ul><ul><li>Conformance to provider usage standards </li></ul></ul><ul><ul><li>Lower range of service level options </li></ul></ul><ul><ul><li>Risk exposure to external threat </li></ul></ul><ul><ul><li>Tied to change agility of provider </li></ul></ul><ul><ul><li>Customer support rigidity </li></ul></ul><ul><ul><li>Less direct control for customer </li></ul></ul>
  16. 16. ITSM in a Cloud service
  17. 17. ITSM <ul><ul><li>Critical for stability and managed service expectations </li></ul></ul><ul><ul><li>Internal IT roles change to strategic and supplier management </li></ul></ul><ul><ul><li>Higher need for integration to manage end-to-end services </li></ul></ul><ul><ul><li>Strong focus on setting the right KPIs </li></ul></ul><ul><ul><li>Careful prequalification of providers for: </li></ul></ul><ul><ul><ul><li>Governance practices </li></ul></ul></ul><ul><ul><ul><li>Compliance to standards </li></ul></ul></ul><ul><ul><ul><li>ITSM maturity </li></ul></ul></ul><ul><ul><li>Importance of integrated ITSM tools to manage supply chain </li></ul></ul>
  18. 18. ITSM as a Cloud service
  19. 19. ITSM cloud <ul><li>Significant benefits for the consumer </li></ul><ul><li>New ITSM technology </li></ul><ul><li>Grow into what you need </li></ul><ul><li>Best of breed suppliers </li></ul><ul><li>Best practice features: </li></ul><ul><ul><li>Reporting </li></ul></ul><ul><ul><li>Visual configuration </li></ul></ul><ul><ul><li>Service level management </li></ul></ul><ul><ul><li>Service Portfolio </li></ul></ul><ul><ul><li>Service Catolog </li></ul></ul>
  20. 20. Visual configuration
  21. 21. Design services visually
  22. 22. State of the art reporting, metrics and measures
  23. 23. ITSM and cloud <ul><li>We are approaching the best of both worlds </li></ul><ul><li>The industry is providing greater business benefits at lower costs </li></ul><ul><li>ITSM is still a necessity </li></ul><ul><li>IT departments become more strategic influencers </li></ul><ul><li>We reduce the need for costly assets </li></ul><ul><li>We become leaner and greener </li></ul><ul><li>Still need common sense approach </li></ul><ul><li>Adaptation, flexibility, realism all still a part of ITSM </li></ul><ul><li>Competitive growth in the cloud industry. </li></ul>
  24. 24. Full, instant access to assyst functionality via your browser – right now ! <ul><ul><li>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. </li></ul></ul><ul><ul><li>Seamless switch-over from trial to live use when you decide to use assystSaaS as your ITSM on-demand solution. </li></ul></ul><ul><li>Try it now at: </li></ul><ul><li> </li></ul>
  25. 25. assystSaaS – What you get <ul><ul><li>Complete ITSM & IT Asset Management support in a single, purpose-built application </li></ul></ul><ul><ul><li>Enterprise-class CMS and CMDB </li></ul></ul><ul><ul><li>Unrivalled depth of functionality in the on demand ITSM market </li></ul></ul><ul><ul><li>Full spectrum ITIL process support </li></ul></ul><ul><ul><li>Rapid deployment and easy flexibility - no scripting or development to meet initial or changing requirements </li></ul></ul><ul><ul><li>No application management overheads </li></ul></ul><ul><ul><li>Seamless free upgrades </li></ul></ul><ul><ul><li>Simple, predictable cost </li></ul></ul><ul><ul><li>Guaranteed sub-second page loading performance </li></ul></ul><ul><ul><li>Easy to use, modern, dependable </li></ul></ul><ul><ul><li>Battle tested for 1000 to 500,000 end users and 1,000,000’s of IT assets. </li></ul></ul>
  26. 26. Any Questions? <ul><li>Axios Systems Details: </li></ul><ul><li> </li></ul><ul><li>[email_address] </li></ul><ul><li>Request access to assystSaaS trial evaluation here: </li></ul><ul><li> </li></ul><ul><li>Social Media – Follow us & join the discussion! </li></ul><ul><li> </li></ul><ul><li>*Axios Company page </li></ul><ul><li>Click here to join discussion on this webcast </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul>Geek and Poke cartoons are the copyright of Oliver Widder and re-used under the terms of Licence CC ND 2.0