ITSM and Cloud, an IT faceoff

Blog /ITSM_and_Cloud_Pt1


The IT Infrastructure Library (ITIL) defines best practices for service managers in IT, or also known as IT Service Management (ITSM) so they, in turn, can have reliable and continuously improving IT services for their solutions. When using cloud-based services, on the other hand, the underlying infrastructure and services themselves change. Control and integration are among many concerns shared by IT managers as we continue to migrate to the new cloud world.

The question on many IT managers’ minds: Can cloud computing and the traditional ITSM framework play well together? Is this a legitimate debate or a simple distraction?

These questions require answers and both cloud and traditional IT service frameworks appear to be here to stay and will continue to be an integral part of IT Service Delivery for years to come. 


Cloud services are delivering compute, storage, software, applications, platforms and bundled services via the Internet to customers. Customers can subscribe to these services based on their requirements. These services are flexible, elastic, and utility-based, where customers pay for their subscription as they use it.

The components of cloud computing generally refer to compute or I/O and storage being Infrastructure-as-a-Service (IaaS); common tools and middleware used to develop and present applications called Platform-as-a-Service (PaaS); and the applications and software itself Software-as-a-Service (SaaS).

There are several flavors of cloud: public, private, and hybrid. Providers of cloud and cloud services generally have their own types of monitoring, reporting and management tools for their services that may or may not integrate to traditional enterprise and corporate IT tools.

To wit, cloud computing services are IT services. It is hard to make the argument that the two types of services are not compatible without dismissing either the framework of ITIL itself or the service management needed to manage cloud computing services. Not a strong position in either case.

ITSM, cloudy future?

In the next series of blog posts we will look at how the standard bearer of IT services works inside the framework of the new Cloud world in which we live and operate. To develop a consistent view of service management, the ITIL framework can be applied to cloud computing to develop, define and eventually fill any gaps. 

Post Date: 7/9/2014

default blog image Phil Thames

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