Will ITIL V5 still have Capacity Management as a process? Or is it replaced by Cloud Management?

cloud computing, itil
This was the discussion I had with Rob England (IT Skeptic) and Eric Lauzon (CIO - Asia for Nortel) during the networking cocktail party on Monday. That morning Eric had explained how Nortel transitioned their IT strategy. This was needed partially due to the way the world is changing and turning towards hyperconnectivity. Examples of hyperconnectivity he gave are the 4-fold increase of Internet commerce transactions, the amount of new facebook registrations each day and the NIKE wifi shoes.  Eric also discussed how Nortel implemented a unified communications strategy where the desktop is completely integrated with telephony (voip) and other cool things. In the afternoon there was a panel to discuss the balance between capacity, resource and cost. Anyway - those were the triggers for the discussion.  So with our rapidly…
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Cloud Computing killed the Capacity star

cloud computing, itil
The last couple of months I have been thinking about a subject for a presentation and it is about the fact that Capacity Management is going to be the obsolete process for many IT organizations... in the future. When businesses really embrace new concepts like Cloud Computing and Software as a Service do they still have a need for Capacity Management? These are some of the thoughts I have so far:  Businesses need to change faster and more often -  traditional ways of doing demand management as input into a capacity plan that is to be used for Capital expenditure budgeting (wow - long sentence!!) is no longer sufficient. The business needs the benefits of the systems and they need it NOW... Yes, I agree that there is still the…
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Lessons learnt from running Cloud Computing without ITIL Processes

Lessons learnt from running Cloud Computing without ITIL Processes

cloud computing, itil, itsm
Once upon a time, really not that long ago... approx. 3 years to be exact.... I wanted to improve our business processes to enable more streamlined customer interaction and more efficiency in account management. The CRM software we used didn’t work the way we wanted it and after some research (mainly because we used Microsoft Exhange with Outlook as an email client) we looked to start using MS Dynamic CRM as our contact and account management software. Because of the nature of our business I didn’t want software on the server in the office so we opted to sign up for a SaaS / hosted solution. This seemed to be the best of both worlds: No upfront large capital expenditure Pay as you Go,  no long term contracts Internet based,…
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Does ITIL still cover all Service Management aspects when you utilize Cloud Computing?

cloud computing, itil, itsm
This week I have been engaged in an email discussion  on the subject of the limits of ITIL when it is used in a cloud computing environment. Should there be an extension to ITIL specific for Cloud Computing environments? (hey - idea, just thought of this.. we could call this ITIL V3.1 or ITIL V4... just kidding!). Following is the summary of some of the emails we exchanged as I thought that it might give some food for thought for other people who work in this space. The question: where does ITIL fall short in a Cloud Computing environment? My initial response is: no-where... but let me think about this a bit more This is an interesting question as it links in to two (and probably more) factors: Do you…
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Cloud Computing and ITSM – 2 peas in a pot…

cloud computing
This morning I was thinking about my next article and whether it would be on IT Service Management (ITSM) or on Cloud Computing when it dawned on me: you can't do one properly without the other! The reason for this is that as IT professional you will need to understand the services you deliver to your customers and end-users and have the ability to manage and control those services before you can even think about utilizing cloud computing services as part of your delivery model. Because that's ultimately what Cloud Computing is (in my mind at least): just a different way of delivering the services to your customers en end-users. Currently you might store the information (data) on servers and disk arrays that you bought and manage yourself in the…
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Press releases around Cloud Computing and ITSM

business, cloud computing, itsm
At The Art of Service we aim to offer the career driven IT Professional educational materials to stay relevant in their career, irrespective of current jobtitle, budget or geographical location. To make people aware of our product and service offerings, we send out press releases on a regular basis... To find out what these press releases are all about, you can check them out below:     If you rather check out the press releases as the website, follow this link  
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Mum, you're a geek… but still kinda cool…!

cloud computing
Yep- that's the official verdict! My 7 year old son thinks I'm a geek, but luckily I am (apparently) still cool! haha Why would he say something like that? Well, probably because I am developing and marketing a 2-day workshop on Cloud Computing. Yep - my head is well and truly up in the cloud these days! And of course I try some of the marketing messages on my 7 year old -  it's the perfect benchmark to test if the message is clear enough and not too 'techno-babble' Cloud computing simply means there there is a REALLY big room somewhere with LOTS of computers and those computers store information from lots of people. Like your GMAIL account (yep, my 7 year old has his own GMail account.. :)  )…
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8 Best Cloud Computing Essential Tips for the business traveller

business, cloud computing
After 4 weken 'on the road' , I wanted to share a few hints and tips for business travel: Pick your hotels carefully. You need a mini bar, a desk for working and a good housekeeping & laundry service. Socks etc. can be washed in the bathtub with hair shampoo! Sign up for a Frequent flyer account and/or a Lounge/VIP/Club membership. It beats lounging around the departure hall and you safe a lot of money by NOT shopping tax free! Have a light and practical laptop. You don't want to have this big, heavy thing with you all the time. A smaller, lighter option is available and is much easier to work with. Invest in a universal adaptor. Even though most hotels have multi power plugs in the rooms, the boardroom…
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ITIL framework like tide in the ocean? or is this start of a tsunami?!

ITIL framework like tide in the ocean? or is this start of a tsunami?!

cloud computing, itil, itsm
Where am I going with this? Well...I am starting to see the first lead indicators of a changing trend in the use of the ITIL framework. And I'll tell you why:  in the '80s and '90s ITIL came up from a mainframe / Datacenter centric IT delivery model and it worked really well. This type of IT infrastructure really thrived on the structure and disciplines offered by the ITIL framework. As such, the ITIL framework became very popular and offered lots of value to many IT organisations worldwide. It created improvements in service stability, customer satisfaction, efficiencies and as a result better value for money. But then came the Client/Server delivery model and ITIL moved out of the datacenter into the generic IT realm; broadening its reach into network support…
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