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ITSM in modern world | Cloud computing | Practonet

ITSM in modern world : Cloud computing

Cloud computing is a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

ITSM has been focusing on value for users and customers for years, and this focus is usually technology-agnostic: what matters is not the technology, but the opportunities it creates for the customers. Although for the most part this is a perfectly acceptable approach, organizations cannot ignore new architectural solutions and the evolution of technology in general. Cloud computing has become an architectural shift in IT, introducing new opportunities and risks, and organizations have had to react to it in ways that are most beneficial for themselves, their customers, and other stakeholders.

Key characteristics of cloud computing include:

■ On-demand availability (often self-service)

■ Network access (often internet access)

■ Resource pooling (often among multiple organizations)

■ Rapid elasticity (often automatic)

■ Measured service (often from service consumer’s perspective)

In the context of ITSM, cloud computing changes service architecture and the distribution of responsibilities between service consumers, service providers, and their partners. It especially applies to in-house service providers, i.e. the organization’s internal IT departments. In a typical situation, adoption\ of the cloud computing model:

■ Replaces some infrastructure, previously managed by the service provider, with a partner’s cloud service

■ Decreases or removes the need for infrastructure management expertise and the resources of the service provider

■ Shifts the focus of service monitoring and control from the in-house infrastructure to a partner’s services

■ Changes the cost structure of the service provider, removing specific capital expenditures and introducing new operating expenditures and the need to manage them appropriately

■ Introduces higher requirements for network availability and security

■ Introduces new security and compliance risks and requirements, applicable to both the service provider and its partner providing the cloud service

■ Provides users with opportunities to scale service consumption using self service via simple standard requests, or even without any requests.

ll these affect multiple service providers’ practices, including, but not limited to:

■ Service level management

■ Measurement and reporting

■ Information security management

■ Service continuity management

■ Supplier management

■ Incident management

■ Problem management

■ Service request management

■ Service configuration management

Another important effect of cloud computing, resulting from the computing resources’ elasticity, is that the cloud infrastructure may enable significantly faster deployment of new and changed services, thus supporting high-velocity service delivery. The ability to configure and deploy computing resources with the same speed as new applications is an important prerequisite for the success of DevOps and similar initiatives. This supports modern organizations in their need for faster time to market and digitalization of their services. considering the influence of cloud computing on organizations, it is important to make decisions about the use of this model at the strategic level of the organization, involving all levels of stakeholders, from governance to operations.