Daily Archives: March 6, 2014

Service Management

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IT organizations are facing significant changes the topic cloud is no longer only a fashionable trend, but increasingly established themselves within the company. It intervenes in the IT service management (ITSM) this immediately, because have to come from external services not without internal control and they are merged with other applications. Compliance reasons play an essential role in the management of cloud services. First name last name, Director of ITSM Consulting AG, from practical point of view some of the typical influences of cloud IT service management strategies put together: more interfaces to external Services Manager: procedure, to standardize the various external performance additions and to coordinate according to clear criteria of process requires an efficient control of the cloud provider. This provider management is a prerequisite for a targeted and trouble-free performance control, but for the IT organization often a new task. Even where previously a Multi-provider-sourcing has been operated, it lacks sometimes sufficient conditions, because it can come in the wake of cloud strategies to significantly more diverse provider relations with similarly numerous interfaces to external services providers. Service level management is complex: already existing forms of multi-vendor sourcing the coordination of the different service levels presented often as a problem. Given the granular services of a large number of providers, pronounced cloud strategies in this respect create additional requirements, because the most various performance agreements must be harmonised.

This includes also a demand-led monitoring, which covers increases with the expansion of the cloud services in the interest of adequate transparency of the entire external services. The contract management in this context is equally complex. Greater attention in terms of compliance necessary: the purchase of cloud services is becoming increasingly attractive by their high degree of standardization and availability of short-term and comfortable. This can increase the willingness of business departments to take cloud services on their own claim, especially since their usage is often possible without extensive IT expertise.