Does a cloud computing infrastructure obviate the need for IT Service Management systems?
Does a cloud computing infrastructure obviate the need for IT Service Management systems? The IT Skeptic thinks not.
Ken Oestreich asked this question on Twitter. Good question!
I'll refer to cloud computing infrastructure as CCI because as every IT person knows, God only gives you a billion keystrokes.
CCI removes the need for precisely zero ITSM processes/activities/whatever-we-are-calling-them-this-year. You still need to do event, continuity, availability, incident, demand, CSI... all of the ITIL stuff.
"Systems" sounds more tools-centric than process-centric to me. I can see that CCI would obviate the need for some technology-specific tools in the chunks outsourced (what's the verb? outclouded? cloudsourced? drifted away?), for example storage management or server management. But they aren't ITSM systems per se, they are IT operational systems that feed into ITSM systems.
I don't see any core ITSM systems being eliminated. You still need a central console with event automation and alerting, unless of course the cloud extends to the user's lap. You still need service level measurment and reporting, including end-user experience monitoring. You still need service desk. You still need configuration data management and reporting. Catalogue. Asset management. CCI doesn't eliminate any ITMS systems - it just makes it more problematic for them to get their data.