Ivanka’s Blog Articles Does ITIL still cover all Service Management aspects This is an interesting question as it links in to two (and probably more) factors: • • Do you see ITIL as an operational framework, or as a component of IT Service Management as a whole.
Do you see cloud computing as a collection of various internet / virtual based IT services? Cloud computing is more than only desktop or server virtualization although most organisations are working with Cloud Computing concepts in this context.
Cloud computing is also Software as a Service, Platform as a Service and Storage as a Service, as well as Web based (hosted) database and application services.
When you continue on this train of thought, you can also think about WHERE the ITIL framework is being utilized: at the delivery side of cloud computing services, or at the receiving side of cloud computing services? OK –first scenario: Let’s assume that we are part of an IT organisation that DELIVERS Cloud Computing Services (and SaaS in particular).
Which areas of ITIL are not coherent with this delivery model? Myanswer is easy: NONE.
All components of ITIL are of interest and importance as the SaaS is a service delivery to external customers so you need to consider all phases in the lifecycle from Strategy to Operation and CSI.
You will need to have controls and management structures in place to build a sustainable IT infrastructure that has the ability to deliver the 226 Ivanka’s Blog Articles Does ITIL still cover all Service Management aspects Software Services as per the agreed Service Levels.
You probably need MORE controls because you always have the unknown factor of the ISP or internet connection to deal with.
Second scenario: Virtual server environment as part of a data centre that utilizes ITIL processes for Service Management controls.
The ‘boxes’ still have to fit in with the overall service offering, you still need to manage their entire lifecycle.
Capacity management and Configuration Management are extremely important as automated sniffing tools might have some issues with an accurate overview of the Configuration Items.
I fully agree with the fact that is only the process component of IT Service Management, and there is a whole lot more to managing your IT Services in a consistent and quality way than to simply look at the ITIL books.
In fact – most ITIL implementations fail to deliver any value and measurable benefits because of the isolated focus on ITIL and not ITIL in the context of IT Service Management.
So we absolutely agree on that point.
I have attached the first few pages of one of our Cloud Computing publications – it might inspire you.
ITIL is by no means the holy grail to fix all problems within the IT industry, but the point that I was trying to make is that it shouldn’t make a difference how and where you get your service components – the delivery management controls should stay the same! Mind you – I am not looking 227 Ivanka’s Blog Articles Does ITIL still cover all Service Management aspects at this from a technical point of view..
I agree that at a technical level a lot of the activities will be (slightly) different, but when you approach this question from a Service Management point of view it stays very much the same.
Even the RACI diagrams for most roles will be unaffected by the introduction of cloud computing services.
One of the reasons why I feel so strongly about the need for ITIL Service Management processes with appropriate levels of control and coordination is because I have been at the receiving end of a SaaS service provider who clearly didn’t have those controls.
And I can tell you from personal experience that this is highly frustrating.
I am sure I will be writing about this more often… 228 What Software Application do companies want in the cloud? T he following question was posted in a Linkedin forum: “By 2012, according to Gartner, 20% of your industry will be going
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