it's no one's fault, it's in the process!
TRANSCRIPT
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
It’s no one’s fault, it’s in the process!
IT service management in the Cloud era
Second of three talks TODAY
Cloud Management, Services, Application and
FINTECH Theatre
13:05 - 13:30
Software Architecture, DevOps and FINTECH
Theatre14:05 - 14:30
Understanding CX:How Customer focussed are
you, actually?
It's no one's fault, it's in the process!:
IT service management in the Cloud era
"... and Bob's your uncle.”
Navigating the sea of Cloud offerings for business
opportunitiesInnovations and Showcase
theatre
15:35 – 16:00
I share your pain...
We all know that!
Service outages causes[Gartner, 2001] People &
Processes:80%
Technology & Environment:
20%
A competitive business model
Image credit: yousifalh
Traditional ITSM challenge
Image credit: esse-group.com Image credit: gardenmyths.com
Corporate trench-wars...
Image credit: @DeveloperMemes
Development OperationsImage credit: dailyexpositions.com
vs.vs. vs.
GovernanceImage credit: dilbert.com
... and organisational change
Image credit: Forbes.com
Source: Deloitte Human Capital Trends 2016
Elephants in the room everywhere!
Image credit: gianarb.it
There’s always a larger competitor, who can just move you about!
Welcome to the pleasure domeCompetition puts CoS under pressure
Manage IT SMS proliferation
Service delivery challenge in networks of teams
Negotiate departmental trench wars
… and in partnerships & federations
Continuous service improvements and certifications
How FitSM can help.
Keeping CoS under control
• FitSM is a lightweight SM framework.
• FitSM is licensed under CC-BY-SA.
• FitSM is modular and scales up.
Manage SMS proliferation
• FitSM defines 85 requirements.
• FitSM defines 14 processes.
• FitSM implements RACI matrices.
Department wars are over
• FitSM is compatible with DevOps.
• FitSM fits in Agile project management.
• FitSM processes are easy to internalise.
Teams, partnerships & other models
• FitSM was developed for federations.
• FitSM scales out from networks of teams
• Existing FitSM cross-border deployments.
Best practices & certifications
• FitSM adopts ITILv3 & CobiT.
• FitSM is compatible with ISO/IEC 20k & 27k.
• FitSM is auditable against ISO/IEC 9000.
• FitSM certification according to ISO/IEC 17024.
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Michel Drescher, Founder & Managing Director
Cloud Consult Ltd.
Thank [email protected]
http://www.cloud-consult.co.uk/fitsm http://www.itemo.org/