Are You Experienced?: Mapping The Service Experience To Cloud Capabilities

Presented by

Kenneth Gonzalez, CSMP, Managing Partner, Engaged Consulting, Inc.

About this talk

When we talk about cloud computing, people fall into a number of different schools of thought: • Those that are excited about the prospect of cloud computing, because it offers them the flexibility and economic advantages that they've been looking for. Typically, this will be a “customer” who has budgetary responsibility at an organization or business unit level. • Those who look at cloud from a technical and operational perspective, paying particular attention to specifications, interfaces and all the other mechanics about how the cloud solution will actually function. Typically, these will be the technical (“line”) folks inside of the IT organization who work as part of the larger organization or business unit. • Those practitioners who "do ITSM" and pay attention to things like SLA's, performance management, availability management, etc. Typically, these people will also be part of the IT organization (as described above) but may not have a specific technical responsibility. The fact is that all three of these constituents (as well as their peers and management) have a valid view of what cloud computing means to them in their roles and the organization. Yet, the diversity represented in these different views can pose two significant problems: 1.How do you get everyone to agree about what the right course of action is? 2.How do you ensure that necessary factors are considered to determine that this choice is fitting for the organization? Left unchecked, we can have a gap between “the business view” and “the IT view.” In this session, we will address what practitioners can do to use elements of service experience design and a more universal approach to service management to discover meaningful ways to address these questions and minimize the gap. We will go beyond the “common sense” connections and identify the key elements required to have you, your team and organization be successful.

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