The "Cloud" Revolution

Attending the itSMF Conference (IT Service Management Conference) in National Harbor, MD allowed me to reflect on yet another conference focusing on the infamous “Cloud”. IT Service Management is a unique space, where a little of everyone and anyone is dabbling. But why all the rage now? What’s with all the buzz around ITSM and the “Cloud”?

At the Conference, I experienced two days of inspirational speakers, seminars on ITIL framework, security and Government using ITSM, and the vendor expo. One notable revelation I learned was the Government uses the reference “ESM” (Enterprise Service Management). It became clear why there were over 100 vendors in the Expo Hall, and why the “Cloud” was getting so much play. It’s because of COST REDUCTION! Essentially, IT Service Management is a process improvement movement that focuses on aligning IT and its processes with better outcomes for their customers. What customer wouldn’t like that?

So what did I see? Vendors who provide consulting services, service management tools and training for all aspects of ITSM.  I realized, by witnessing all the vendors in the Expo Hall, that there is a lot of business to be had here.  But in this down economy, why would anyone spend more money on a PROCESS? I suppose a finely tuned machine burns fuel more efficiently. IT budgets are being cut, drastically, so now everyone must look for ways to run their organization more efficiently. This is where the “Cloud” and IT Service Management fit. What do you do if you need to reduce cost while still providing a high quality service? You go to the cloud, share your infrastructure and support costs with others. You’ll get the service you need and lower your bottom line! Another way to reduce costs is to spend money on adopting service management processes such as ITIL. I know what you’re thinking-- Spend money to reduce costs? YES!

Once an IT organization understands this and begins to adopt framework such as ITIL, they can transform the IT organization from a cost center to a profit center. What? You don’t believe me? Ask DISA. They do it every year (except they are breaking even since they’re government). They don’t cost the DoD a penny! According to a session I attended, their goal is to be ISO20000 certifiable by 2018 and they expect their demand with the DoD to rise. All of this can be accomplished because of DISA’s service management approach, which allows them to operate efficiently. Now, who wants to go over to the DISA Cloud?!

Do I want to be part of a revolution known for increasing performance, operational efficiency, lowering costs and improving service to customers? Absolutely.