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Cloud Service Management: The New IT Service Management

Dan Phillips
CEO and Co-founder


by Dan Phillips

There’s an evolution taking place in the traditional IT service management (ITSM) market.  As the cloud market matures and gains momentum across traditional enterprise organizations, an ecosystem of services and tools have emerged to form what we now see as cloud service management. Effectively cloud service management is the new ITSM.

Like many new services emerging in the cloud, the requirements for cloud service management are rapidly evolving. Amazon’s original customer base of cloud centric technology companies have reached a size and mission critical nature that demands 7 by 24 measurement, management, and reporting on services they deliver to both internal and external customers.  But what is really fueling the fire is the flood of traditional enterprise customers that are migrating to the public cloud. These organizations have a long-standing history with traditional ITSM suites of service and the comprehensive tools they offer:

●      Ability to easily measure service levels delivered to functional business groups

●      Measure, trend, report, and optimize cost, performance, and capacity by business group

●      Establish IT governance rules and automate best practices

But all of this changes in a cloud environment. You now have new variables introduced by cloud computing – self-service, elasticity, disparate data sets, data volatility and complex hourly pricing from multiple vendors – and often, a multi-cloud or hybrid cloud ecosystem. 

The challenge that organizations face is how to consolidate and manage the intricacies of these environments without sacrificing the ability to effectively measure and report on cost, availability, performance and security. Defining a framework to manage your cloud services becomes paramount.  Your framework is the first step in successfully meeting the needs of your customers. Specifically:

●      Who are the stakeholders?

●      What perspectives or groups need to be created for analysis and reporting? 

●      What reporting is required to measure, trend, plan, forecast, and optimize this perspective?

●      What automated policies need to be put in place in order to insure governance around core values and best practices related to delivering services?

In order to enable customers to easily answer the above questions, we’ve created a framework (below) to simplify day-to-day management, improve optimization effectiveness and define policies with automation for ongoing cloud governance. 

Cloud Service Management