Change vs. Cloud

HP sponsored two process roundtables. One was advertised as end-to-end change management, and the other was service request management and the cloud. Again, thanks to Stratacom of all of their help at the event and leading the change discussion.

 

With respect to change, there continues to be a wide range of maturity from people that are managing changes inside of a spreadsheet or like mechanisms to entities that have more structured, process based approaches, up through organizations leveraging CMDB and discovery solutions for more advanced capabilities like automated impact analysis. Discussion points varied from approaches for tracking CI’s in changes (from doing it at all through how to best handle a change request rolling out against 30,000 CI’s) to challenges with leveraging CMDB capabilities in change management. Bottom line, there is definite immediacy and opportunity when it comes to dealing with or improving change management.

 

With respect to service request management and cloud adoption, I polled the round table participants on their levels of adoption of service catalogs, request management, service level agreements, asset management, and even financial management. This did not all come out at once, but the list provides a leading sentence of sorts. Of the people that participated in these “request management and cloud” roundtables, one company was implementing a private cloud, one company was putting toes in the water but thinking through both infrastructure and application ramifications, one person spoke of her husband’s company (a well known retailer) that had established a disaster recovery solution based on Amazon’s platform for use if needed. This made me think of a video that has been making the rounds - http://www.geekwire.com/2011/geek-humor-adolf-hitler-reacted-amazon-outage. Security concerns were mentioned as a general concern by a number of people. I submit that the general consensus was cloud adoption would mature from infrastructure and move up. It also impressed upon me that doing a good job of delivering services over the cloud will require maturing and coordinating a number of ITSM processes that haven’t been widely adopted to date (see the list above).

 

Configuration Management Systems and CMDB’s were also popular topics – represented in one of the keynotes and the focus of a couple of the other roundtables.

 

As always, I am interested in other people’s thoughts and opinions.

 

Chuck

Tags: Change| cloud| ITSM| itSMF
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About the Author
HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Managem...


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