Michel Drescher discusses IT service management in the cloud era, emphasizing the importance of people and processes over technology. He introduces FITSM, a lightweight service management framework that is modular, scalable, and compatible with Agile and DevOps, which aims to address service delivery challenges and improve continuous service improvements. FITSM aligns with various best practices and standards, notably ITILv3 and ISO/IEC certifications.

1. Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
It’s no one’s fault, it’s in
the process!
IT service management in the
Cloud era

2. Second of three talks TODAY
Cloud Management, Services,
Application and FINTECH
Theatre
13:05 - 13:30
Software Architecture, DevOps
and FINTECH Theatre
14:05 - 14:30
Understanding CX:
How Customer focussed are
you, actually?
It's no one's fault, it's in the
process!:
IT service management in the
Cloud era
"... and Bob's your uncle.”
Navigating the sea of Cloud
offerings for business
opportunities
Innovations and Showcase
theatre
15:35 – 16:00

3. I share your pain...

4. We all know that!
Service outages causes
[Gartner, 2001]
People &
Processes:
80%
Technology &
Environment:
20%

5. A competitive business model
Image credit: yousifalh

6. Traditional ITSM challenge
Image credit: esse-group.com
Image credit: gardenmyths.com

7. Corporate trench-wars...
Image credit: @DeveloperMemes
Development Operations
Image credit: dailyexpositions.com
vs.vs. vs.
Governance
Image credit: dilbert.com

8. ... and organisational change
Image credit: Forbes.com
Source:
Deloitte Human Capital
Trends 2016

9. Elephants in the room everywhere!
Image credit: gianarb.it
There’s always a larger
competitor, who can just
move you about!

10. Welcome to the pleasure dome
Competition puts CoS under pressure
Manage IT SMS proliferation
Service delivery challenge in networks of teams
Negotiate departmental trench wars
… and in partnerships & federations
Continuous service improvements and certifications

11. How FitSM can help.

12. Keeping CoS under control
• FitSM is a lightweight SM framework.
• FitSM is licensed under CC-BY-SA.
• FitSM is modular and scales up.

13. Manage SMS proliferation
• FitSM defines 85 requirements.
• FitSM defines 14 processes.
• FitSM implements RACI matrices.

14. Department wars are over
• FitSM is compatible with DevOps.
• FitSM fits in Agile project management.
• FitSM processes are easy to internalise.

15. Teams, partnerships & other models
• FitSM was developed for federations.
• FitSM scales out from networks of teams
• Existing FitSM cross-border deployments.

16. Best practices & certifications
• FitSM adopts ITILv3 & CobiT.
• FitSM is compatible with ISO/IEC 20k & 27k.
• FitSM is auditable against ISO/IEC 9000.
• FitSM certification according to ISO/IEC 17024.

17. Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Thank you!
fitsm@cloud-consult.co.uk
http://www.cloud-consult.co.uk/fitsm
http://www.itemo.org/