Chuck Darst, Manager - ITSM Product Marketing, HP
Today there is a vast array of choices concerning where and how IT services are sourced. This is not entirely new as various forms of outsourcing have been employed for years. But, today’s multi-sourced, hybrid IT world is much more dynamic and the variety of options greater. While most of the dialog associated with Cloud has been working its way from the infrastructure up, IT Service Management has a strong role to play. This presentation will provide recommendations and discuss why good processes are more essential than ever, how self-service portals based on a service catalog provide a critical entry point, why automation has become essential in addressing response time expectations, and why it is important to understand what it truly costs to deliver services in order to make more informed business decisions.