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Best Practices in Cloud Service Management

We believe that Cloud is an important trend that raises serious service management questions in our current context. At first, cloud seems familiar, even comfortable. However, comfort does cloud a disservice. If we accept that cloud is a leading edge collection of commoditized patterns then the key to unlocking service management is in the patterns, both business and technical. The problem is that our experience, tools and ITIL are not ready for this kind of change. Cloud is lightweight, while our processes and tools are quite heavy. It is time to write the next generation of service management, and we start by asking questions.
In this session, we will:
• Consider the impact of cloud on service management from business and technical perspectives
• Identify service management issues within primary cloud patterns, public, private or hybrid and the service management questions we need to consider for each
• Propose guidelines and revisions to our service development process
Recorded Jul 14 2010 49 mins
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Presented by
LeRoy Budnik, Director, Knowledge Transfer
Presentation preview: Best Practices in Cloud Service Management

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    HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager.

    Follow him on Twitter @RoyAtkinson
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    About the speaker

    HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.
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  • Title: Best Practices in Cloud Service Management
  • Live at: Jul 14 2010 4:00 pm
  • Presented by: LeRoy Budnik, Director, Knowledge Transfer
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