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Cloudy with a chance of clarity | Cloud Computing and ITSM p2
Table of Contents
Information overcast! 3
What is cloud computing? 4
What isn’t different 6
What is different 6
Why is cloud computing so popular? 7
Cost Avoidance 7
Cost Reduction 7
Global Access 7
Consume applications without technical re-skilling 7
Demand and Capacity 8
Device independence 8
Is there a trade-off? 8
Service Levels 8
Changes 8
Customer Support 9
Legislative Compliance 9
ITSM and Cloud Services 11
Governance 11
Compliance & Audit 11
Management practices 12
Maturity and Improvement 14
ITSM Cloud providers 16
Cloudy with increasing sunshine 17
About Axios Systems 18
About the Author 20
Books by Ms. Taylor: 21
Copyright Notice
© Copyright Axios Systems 2011. The information, which is contained in this document, is the property of Axios Systems. The contents of
the document must not be reproduced or disclosed wholly or in part or used for purposes other than that for which it is supplied without
the prior written permission of Axios Systems.
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Cloudy with a chance of clarity | Cloud Computing and ITSM p3
Information overcast!
“The Only Constant In Life Is Change.” Heraclitus of Ephesus, the Greek philosopher
said this back in the 5th century. This is exceptionally true when applied to IT. The
next innovation is always just around the corner.
This thought leadership paper intends to help clarify some of the facts about cloud
computing and to discuss whether or not cloud computing changes the need for IT
Service Management.
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Cloudy with a chance of clarity | Cloud Computing and ITSM p4
Some things come back into fashion when they are reintroduced with a ‘twist’.
The concept of cloud computing really isn’t new to the IT industry. Virtualization,
Software as a Service (SaaS), data hosting have been around for some time.
Cloud computing offers the same basic service, but with some new innovations with
regards to how it works and how customers can use it.
The commoditization of reliable, fast Internet access speeds has paved the way for
a cloud-computing “coming of age” and great possibilities to externally host more
network-intensive services at a reasonable cost.
Software-as-a-Service (SaaS)
Using a multi-tenant model, SaaS delivers access to an application or a suite of
applications through a web browser to many customers. Customers do not need to
invest in servers or software licenses, and the provider maintains one application/
suite for multiple customers. Examples of this are Axios Systems’ assystSaaS for
ITSM, Salesforce.com for CRM and SFA, Google Apps, Zoho Office and Workday.
Customer
A
Customer Customer
H B
Customer Customer
F C
Customer Customer
E D
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Cloudy with a chance of clarity | Cloud Computing and ITSM p5
Download the
Full Whitepaper
Full Whitepaper
Download the
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Cloudy with a chance of clarity | Cloud Computing and ITSM p6
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Cloudy with a chance of clarity | Cloud Computing and ITSM p7
The assystNET
interface.
Axios is headquartered in the UK, with offices across Europe, the Americas,
Middle East and Asia Pacific. Axios’ global presence is further strengthened with a
worldwide network of partners.
If you are interested in SaaS ITSM, we are giving you the opportunity to
evaluate assystSaaS for free.
Register now to gain access to your own self-paced 28 day trial:
http://www.axiossystems.com/assystSaaS
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Cloudy with a chance of clarity | Cloud Computing and ITSM p8
As the former Chief Architect and current Chief Examiner for ITIL®, the world
leading IT Service Management best practices, Sharon is the author of numerous
ITSM books and regular columnist for a variety of global IT management
publications.
Sharon recently completed a three year term as the Chairman of the Board for
the Chair of the itSMF International, responsible for ensuring global growth and
governance of ITSMF in over 50 countries, and is at the center of best practice
development and endorsement.
She is also past President of the North American Institute of Certified Service
Management Professionals, a sister organization to the UK Institute of Service
Management.
Her contributions to the community and to best practice are based upon extensive
professional experience in the industry. After many years as an active ITSM
professional within Canada, she is currently President of Aspect Group Inc, leading
AGI’s consultancy, training and ITSM practice, working with clients throughout North
America, Asia and Europe.
As a long time CEO, Sharon brings a business background and focus to IT service
management and has used her business experience in influencing the future
directions of the IT service management industry.
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Books by Ms. Taylor:
ITIL V2 The business perspective;
(Contributing author); 2006, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113308941
ITIL V3 – Key Element Guides for Service Strategy, Design, Transition, Operation, Improvement
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 97801133119, 20, 21, 22
ITIL V3 – Passing your Foundation Exam The Official Study Aid First Edition (Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310791
Service Intelligence –Improving Your Bottom Line with the Power of IT Service Management, 2011 (Author)
Publisher: Prentice Hall
ISBN - 10: 0132692074
ISBN – 13: 9780132692076
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