This session showed how to avoid common cloud mistakes and discover how to ensure you manage your cloud services successfully.

1. Service Managing Cloud
Services Perception vs Reality

2. Introduction
• We are seeing more and more of our IT services moving to the cloud,
which is great as there are real benefits to doing this, reliability, cost,
evergreen infrastructure, latest software etc
• However there can be an over simplified view of how these services are
delivered which can lead to problems for Service Management
• In this session I will look at some of these problems and how Service
Management can deal with them

3. The Problem
• The picture below is quite often how cloud
services are perceived
• Each user has an unlimited direct connection to
the cloud service

4. Reality
• In reality cloud
services introduce
additional layers of
complexity
• There are now 3
service boundaries
and Service
Management has to
bridge them
1
2
3

5. Procurement
• Ensure Service Management are involved from
the start of the procurement process
• Review the service schedules
• Which terms are negotiable
• Read the small print
• Clarify ambiguity

6. Incident Management
• Who can raise an
incident?
• How do you raise an
incident?
• Who owns the
incident?
• When does the SLA
clock start?
• Diagnosing between
the service
boundaries
• Dispute resolution

7. Change Management
• What is in scope for change and do your users
understand this?
• What is the change schedule and do you have
any options?
• What is the potential impact of change on your
estate?

8. Release Management
• One of the key benefits of a cloud service is
continual new features
• How do you manage these new releases into the
estate?
• What is the impact on your client devices:
Functionality, appearance, compatibility?
• Is a dedicated release manager needed?

9. Major Incident Management
• Some might have a view that using a cloud
service is like
• Major incident management process is now
more important
• Coordination between your team, the cloud
provider and ISP’s is essential
• As is robust DR and BCP

10. Capacity Management
• When your cloud service starts to feel like it’s running at
pace
• Firstly working out where the issue is can be challenging
– Is it your infrastructure, the ISP’s or the cloud provider?
• Making sure there is adequate capacity within the 3
service boundaries is essential as is monitoring
• An agreed process for increases and decreases in
capacity is essential

11. Conclusion
• Cloud is becoming the standard and provides a great,
sustainable way of delivering service which we need to
embrace
• Service Management needs to be involved from the
start and must ensure there is still robust end to end
process
• Don’t underestimate the Service Management
requirements. Some parts of the service may be more
complex and require a new approach.

12. Questions

13. ITSMF UK
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RG12 1JS, United Kingdom
Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk