Business Service Management Hub

Contrasting cross-currents are going to make 2011 a fascinating and turbulent year, in which SaaS enters the tornado and mobile enters the bowling alley at the very same time as cloud trips over the chasm.

Preliminary findings of TRAC’s end-user survey show that organizations are still struggling to gain full visibility into their IT services and infrastructure.

If you manage the delivery of any service from uber-modern SaaS and RIA’s to human-based service desk and moves/adds/changes to good ol’ e-services such as e-mail, there are just five questions you should ask if you want to deliver the highest quality of experience (QoE) …..

Business Service Management (BSM) is a term that is all the rage. I used to think ITSM meant BSM, but I have recently changed my mind. It all started when I went out to get Six Sigma certification…

Despite decades of increasingly intensive use of information across industries, IT has remained a black box for many executives. Too often, the link between spending and performance has been unclear, if not problematic. As a result, leaders felt that their only course of action was to hire a competent CIO, throw increasing amounts of money at IT, and hope for the best.

Tom Sanzone, CIO of Credit Suisse, says he was attracted to his position by senior management’s commitment to technology—a commitment demonstrated by his seat on the executive board of Credit Suisse. In that role, Sanzone helps shape the bank’s overall strategy, which is based on the opportunities that his technology organization has created.

Unisys on Tuesday introduced a dedicated, hosted computing service that lets customers quickly add extra capacity for short-term use, a feature Unisys says is unique among what it calls “hosted private clouds.”

The combination of more automation, increased offshoring, and better global IT infrastructure has taken its toll on the U.S. IT profession, resulting in a net loss of 1.5 million corporate IT jobs over the last decade, according to recent research from IT consultancy and benchmarking provider The Hackett Group.

It’s been an incredibly interesting, exciting, and tumultuous year for cloud computing. But, as the saying goes, “you ain’t seen nothin’ yet.” Next year will be one in which the pedal hits the metal, resulting in enormous acceleration for cloud computing.

Today, service providers and enterprises interested in implementing clouds face the challenge of integrating complex software and hardware components from multiple vendors. The resulting system can end up being expensive to build and hard to operate, minimizing the original motives and benefits of moving to cloud computing.

Many organizations are asking whether it makes more sense to move their enterprise to the cloud – or bring cloud computing into their enterprise. And a surprising number are discovering that the best, most practical answer may be “both.” What does it mean to bring cloud computing into the data center?

Looks like it is time to take “self service” out of cloud definition. There is a new trend that is slowly gaining traction which, even though it is not cloud washing, appears to be a desperate repackaging of services by companies with deep roots in the managed hosting world.

Some enterprise IT executives struggling with their service management initiatives are finding hope in the cloud. That’s the upshot of 1,000 senior enterprise IT decision-makers surveyed independently by Vanson Bourne on HP’s behalf. In a survey report issued last week, “IT State of the Nation 2010,” Vanson Bourne notes that 41% of …

Business going to the Cloud can be the Catalyst for IT to Measure and Communicate Value! How many of us have heard what a road block IT is, how costly / what a mystery IT is and IT cannot communicate value to the business leaving frustration in the organization. It’s sort of like the Mars […]

Tale of Customer Service, Cost of Service Impact, Mitigation of Risk and the CMDB Heart! This is a story about a manufacturer, a retail buyer and the consumer and how IT management touches them all. This is the first in a series of Business Service Management (BSM) Stories from the Trenches that I’ll post describing […]

Tale of Customer Service, Cost of Service Impact, Speed to Restore and the “Charley” View! As we are in the heart of Hurricane season, I’m reminded of the old “Charley” Business Service View – a Category 4 Hurricane in 2004. This is a true story about a power company and how IT is impacted and […]

Standard Tool to Define, Input & Report, but “No More, One Size Fits all Meaningless Data!” As the Cloud and as-a-service consume the airwaves, trade rags and vendor messaging, one thing is becoming more and more relevant – IT Aligning to the Business, Measuring how the business consumes services and Communicating in terms of services […]

Getting to SLAs that are Meaningful I stumbled into a blog thread yesterday that prompted me to add another SLA blog regarding the components and measurement of meaningful SLAs. Earlier this summer I posted two blogs on SLAs, a Part 1 and Part 2. SLAs could generate a multi chapter book. In the first one, […]

Are you leading your organizations cloud roll-out or are you reacting to it? It is happening, better to lead than follow! The WorkloadIQ post and the article Richard references on the Stealth Cloud from a CIO article reminds me of a previous artilce about the Accidental Cloud Leader from a Networkworld article. Both of these […]

Tis the season for Vegas, gambling and the Gartner Data Center Conference and thus many top 10 Predictions for the coming year. I’m not a gambler, take these as you may, but for those who know me might say she might just have a bit of challenge the status quo in her and a knack […]