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Cloud computing changing the face of ITSM
February 17, 2012The cloud is becoming prominent in more businesses, making IT service management especially important to sustaining operations. According to a recent DataCenter Journal report, many companies are turning to the cloud because of pressure from executives who want to cut costs and leverage the operational gains of the technology. However, the technology completely changes the dynamics of service management, forcing IT to respond with new and innovative tools.
The report explained that cloud computing shifts the core focus of IT. Instead of putting the emphasis on back office systems that can be managed entirely by technical professionals, the cloud is moving the technology into the hands of end users. Rather than focusing on the core servers, network and other systems, IT has to focus on service management, ensuring that end users have access to the applications and resources they require.
Since the technology is spread out and services are becoming the focus, businesses are increasingly investing in ITSM tools to help them support the cloud. The problem is that organizations can easily buy too many tools and add undue complexity to their system. It is critical that companies find the right ITSM systems to match their operational requirements and ensure they are not adding operational challenges that are not necessary to sustaining end user productivity.
The other challenge that comes with putting technology in the hands of workers is that it allows them to work from any location they want. With mobile devices becoming more prominent and bring-your-own-device policies taking hold in the enterprise, IT departments need to adjust their service management and IT help desk software systems to support users that are getting the job done in unconventional ways, the report said.
To resolve these issues, the news source explained businesses need to cling to the ITSM principles outlined in ITIL. While it can be easy for organizations to become mired in the best practices of ITIL and technological landscape of ITSM, the frameworks provide the help needed to handle the changing enterprise IT climate and ensure successful service delivery in cloud environments.
Adapting an organization's CMDB is also a key consideration. Companies turning to the cloud will likely see frequent application subscription changes and other service shifts. In response, the CMDB needs to be agile and responsive in order to ensure successful change management processes and improve IT management.