Ian Clayton, Principal, Service Management 101 LLC
The rules of business have changed. We are truly in the service experiential economy, where service providers can differentiate themselves by the experience they offer a customer interacting with their products and services, and their organization.
Many organizations have turned to ‘service management’ theory to help them transform the IT department into a service provider organization, delivering and supporting information systems as a service. Meanwhile, the trumpeted benefits of ‘Cloud Computing’ are making the business pulse race with anticipation of more agile and affordable information technology options, and use of information systems as a utility.
For now, industry analysts, thought leaders and vendors concur most IT organizations face a hybrid cloud environment, involving a combination of service infrastructure hosted and managed externally, in a ‘public’ cloud, and internally, in a ‘private’ cloud by the introduction of cloud service management practices.
A recent survey of more than 2,000 CIOs confirmed they expect to adopt new cloud services much faster than originally expected. Many also see this as the opportunity to re-imagine how IT is organized as a service organization in a cloud dominated universe.
In this session, Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK) will explore the long lasting impact of cloud computing on traditional IT service management theories, and offer a manifesto for the next generation of service management designed to help IT professionals ensure initiatives, practices, and education programs are Cloud sensitive and customer relevant.