Topic:  “Cloud Computing and Self Service Management – are they the way ahead?”

Date:  Tuesday, 21^st June, 2011

Introduction:

Being a typical Englishman when the word ‘cloud’ is used I immediately think of; rain, cold, chilly, damp, windscreen wipers, grey and feeling down, all of which are solved with a cup of tea.  So what was my first thought when I heard the expression ‘Cloud Computing’ for the first time?  Yup, what will happen when ‘Cloud Computing’ fails and starts to rain?  Who will be holding the umbrella?  Who will be making the tea?  As John Fogerty sings:

Someone told me long time ago

There’s a calm before the storm

I know. And it’s been coming for some time

When it’s over so they say

It’ll bring a sunny day

I know, shining down like water

I wanna know, have you ever seen the rain?

I wanna know, have you ever seen the rain?

Coming down on a sunny day

Also Cloud Computing users are adept at Self Service so why don’t we allow them to have Self Service Service Management (S³M)?  After all, more and more business services are now delivering their services direct to their customers, e.g. on-line bookings, on-line shopping and on-line tax returns.  If our customers can successfully use these technologies in their everyday life why can’t we apply Self Service Service Management facilities for our business customers?  Why can’t they manage their own changes and service levels etc?  The answer is that they can but only if we change our minds sets and figure out how we can provide FEFO (Front End of the Front Office) Service to our customers.  Most of us have the tools and technologies but what we lack is the logic and reasoning as to why we should adopt FEFO for our customers.  In this presentation we will explore the whys and wherefores of S³M and how to apply it within an Organization.

In this event we will explore the world of Cloud Computing and look at its effect on Service Management focusing in particular the involvement of the Service Desk.  To do this we will first overview Cloud Computing using the National Institute of Standards and Technology (NIST) definitions of; essential characteristics, deployment models and service models just to get us all onto the same page.  Then we will explore how Cloud Computing can affect Service Management and why we can benefit from using Cloud based tools with ITSM.  Then we will delve into FEFO and why it is essential that we look at empowering or customers to manage their own services by using an S³M philosophy.

Cloud Computing is the beginning of the deregulation of IT and we know from the deregulation of the power industry and the open skies policy for air travel how deregulation can be a catalyst for massive change.  Suddenly air fares have become affordable and I can now choose where to purchase my electricity.  This is the effect of deregulation; cheaper prices, ability to choose and control over my suppliers.  Is this how Cloud Computing will affect IT?  Let’s discuss it and find out!

About Malcom Fry: As a recognized IT industry luminary with over 40 years’ experience in Information Technology, Malcolm Fry serves as an Independent Executive Advisor, and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support, has had numerous articles and papers published, and is regularly contacted as a source of information by technology journalists. Among his latest publications are'A Step-by-Step Guide to Building a CMDB’ and the ITIL complimentary book 'How to Build a Service Management Department'. Malcolm's newest publication is 'ITIL Lite a Road Map to Partial or Full ITIL Implementation'. Malcolm was also a member of the v3 Advisory Group and a mentor for the 'Service Operations' book. In April 2009, he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.

Location: Agilent Technologies, 5301 Stevens Creek Boulevard, First Floor, Santa Clara, CA, 95051  

Time: 11:30am - 1:30pm

Agenda:

11:30 a.m. – Doors open / Lunch

12:00 p.m. – Chapter Business

12:30 p.m. – Malcolm’s Presentation

1.30 p.m. – Wine, hors d’oeuvres & networking on the outside patio

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