Best Practices in Cloud Service Management

Presented by

LeRoy Budnik, Director, Knowledge Transfer

About this talk

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

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