Is this the end of an era? Will Cloud Computing separate the “boys from the men”? September 19, 2009
Posted by ivankamenken in business, cloud computing, itsm.Tags: business, cloud computing, service management, technology, the art of service, value
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Had an interesting discussion today at lunch with the owner of an IT support company in Brisbane and the owner of a niche specialist IT provider for the retail industry about the effect Cloud Computing has and will have on this part of the IT industry.
The discussion really started when somebody asked about our experience with migrating from Exchange based email services to Google apps based services. And Scott made a valid point: the small IT support shop around the corner that services the Small Business segment will really feel the change in the market.
Ask yourself the question… seriously… if you had to start all over again, and set up IT systems for your business, would you purchase proprietary software or would you start off with Google Apps for your email, word processing, basic spreadsheets, intranet pages, etc?
I know what I would do.. we did it a few months ago: we no longer use Microsoft Exchange Server. We no longer need the IT support that goes with managing email ID’s etc. That could amount up to a massive cost saving for the small business owner, but what will it mean for the small IT shop?!?!
The only way to succeed in this industry (imho) is to be amazing with your services. Your clients will want to stay with you – not for the money, but for the unparalleled service which they can NOT get anywhere else!
Technology is replaceable for something with the exact same features and benefits – service is not.
Does ITIL still cover all Service Management aspects when you utilize Cloud Computing? January 22, 2009
Posted by ivankamenken in cloud computing, itil, itsm.Tags: capacity, capacity management, cloud computing, IT Service Management, itil, ITIL V3, ITIL V4, SaaS, service management, SLA, the art of service, virtualization
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This week I have been engaged in an email discussion on the subject of the limits of ITIL when it is used in a cloud computing environment. Should there be an extension to ITIL specific for Cloud Computing environments? (hey – idea, just thought of this.. we could call this ITIL V3.1 or ITIL V4… just kidding!).
Following is the summary of some of the emails we exchanged as I thought that it might give some food for thought for other people who work in this space.
The question: where does ITIL fall short in a Cloud Computing environment?
My initial response is: no-where… but let me think about this a bit more
This is an interesting question as it links in to two (and probably more) factors:
- Do you see ITIL as an operational framework, or as a component of IT Service Management as a whole
- Do you see cloud computing as a collection of various internet / virtual based IT services?
Cloud computing is more than only desktop or server virtualization although most organisations are working with Cloud Computing concepts in this context. Cloud computing is also Software as a Service, Platform as a Service and Storage as a Service, as well as Web based (hosted) database and application services.
When you continue on this train of thought, you can also think about WHERE the ITIL framework is being utilized: at the delivery side of cloud computing services, or at the receiving side of cloud computing services?
OK –first scenario: Let’s assume that we are part of an IT organisation that DELIVERS Cloud Computing Services (and SaaS in particular). Which areas of ITIL are not coherent with this delivery model? Myanswer is easy: NONE.
All components of ITIL are of interest and importance as the SaaS is a service delivery to external customers so you need to consider all phases in the lifecycle from Strategy to Operation and CSI.
You will need to have controls and management structures in place to build a sustainable IT infrastructure that has the ability to deliver the Software Services as per the agreed Service Levels. You probably need MORE controls because you always have the unknown factor of the ISP or internet connection to deal with.
Second scenario: Virtual server environment as part of a data centre that utilizes ITIL processes for Service Management controls. The ‘boxes’ still have to fit in with the overall service offering, you still need to manage their entire lifecycle. Capacity management and Configuration Management are extremely important as automated sniffing tools might have some issues with an accurate overview of the Configuration Items.
I fully agree with the fact that is only the process component of IT Service Management, and there is a whole lot more to managing your IT Services in a consistent and quality way than to simply look at the ITIL books.
In fact – most ITIL implementations fail to deliver any value and measurable benefits because of the isolated focus on ITIL and not ITIL in the context of IT Service Management.
So we absolutely agree on that point!
I have attached the first few pages of one of our Cloud Computing publications – it might inspire you!
ITIL is by no means the holy grail to fix all problems within the IT industry, but the point that I was trying to make is that it shouldn’t make a difference how and where you get your service components – the delivery management controls should stay the same!
Mind you – I am not looking at this from a technical point of view.. I agree that at a technical level a lot of the activities will be (slightly) different, but when you approach this question from a Service Management point of view it stays very much the same.
Even the RACI diagrams for most roles will be unaffected by the introduction of cloud computing services.
______________________________________ end of email _____________________
One of the reasons why I feel so strongly about the need for ITIL Service Management processes with appropriate levels of control and coordination is because I have been at the receiving end of a SaaS service provider who clearly didn’t have those controls. And I can tell you from personal experience that this is highly frustrating!
I am sure I will be writing about this more often…
Cloud computing or rather… computing in the cloud January 3, 2009
Posted by ivankamenken in business, cloud computing.Tags: business, cloud computing, customer, IT Service Management, success, the art of service
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On my flight back from Los Angeles to Sydney a few weeks ago I sat next to a lovely person named Martin. As he is also working in the IT industry (surprise, surprise…) we started talking about mobile applications and cloud computing in general. Martin mentioned that he had a fantastic experience on his flight from New York to Los Angeles early December… he flew with Virgin and they offered wireless Internet connection for $9.99.
Sounds almost too good to be true, but it got me thinking…:
- Are we being ‘played’ by the airline industry?
What happened to the old “please switch off all mobile phones and electronic devices with wireless connectivity.. at no point during the flights are they allowed to be turned on again”.
We are led to believe that the wireless capability in your mobile phone (or furby) will interfere with the plane’s navigation system. So, what does that mean for the Virgin flights? Is it more of an adventure when you fly Virgin? “Yes, I know you booked a New York – Los Angeles flight but we ended up in Seattle… isn’t it cool?!”…
- Über Cloud Computing?
Having wireless connectivity in a plane is Cloud Computing to the max! It really takes Cloud Computing to a new level; you can now send your emails and upload your photos at 30,000 feet. Is this what will give us the ultimate technological edge?! And will the charges be part of your global roaming plan?? This will probably only be on domestic flights as I can’t imagine the legal battles you will have to fight in relation to sales taxes when you start offering this to international flights… or would this be part of the on board duty free shopping?!
- Is switching off a bad thing?
What will happen to our emotional state? I must admit that I enjoy the fact that in a plane I can’t log onto the Internet, I can’t check my emails and I can read a girly novel without feeling guilty.. I don’t have to do any business related activities and I can switch off my brain because I have an excuse! It is my ultimate relaxation… but when there is the option of wireless Internet I know I will take it and I continue to answer emails, write blogs, articles etc…
So even though with my company we educate our clients on the benefits of hyperconnectivity, cloud computing and IT Service Management in general, I must admit that sometimes I feel that it is better that there are times where you can not work on your laptop, you can not get connected to the Internet, and not be in touch with other people. (and usually I don’t talk to the people who sit next to me on the plane… hence the girly novel!)
As business people we all need time to reflect, time to completely distance ourself from our business, our clients and partners… we need time to recharge our business battery and to take a helicopter view on everything that is happening.
And reading a trashy girly novel can give you some amazing business ideas… trust me! It is a great strategy to build your business. (but that is a different blog entry altogether!!)
Starting from scratch in 2009 – new chances for ITIL, ITSM and Cloud Computing… January 1, 2009
Posted by ivankamenken in business, cloud computing, itil, itsm.Tags: business, cloud computing, economy, management, recession, service management, technology
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It is 7am on the 1st of January 2009 – always a special moment the start of a new year. We have a tradition that on the 31st of December we grab a little notebook that we hide during the year and look back at our goals and ambitions that we wrote down on the 31st of December of last year. It is great fun to look back at all the goals and targets we achieved (tick) and missed (crosses). Even our 7 year old joins in with his goals and targets for the next year…
And now 2009 is here… we look at an empty calendar and consider all the things we want to do and achieve this year.
What will it bring for our ITIL Service Management certification programs? With the current economic situation, recession even in some countries, organisations need this more than ever…
Service Management gives visibility of IT Services, gives better management controls on the IT group, it helps with making strategic decisions due to the improved quality (and quantity) of information available to support these decisions. BUT… will their leaders have the insight and the guts to continue to hire educational services? To educate and grow the knowledge kept within their IT groups about IT Service Management, IT governance and standards compliancy… Honestly, I don’t know…
And what about Cloud computing? Again… this is such a great opportunity for many organizations to continue to deliver the IT services to its clients with more storage and more processing power… for a fraction of the price! That must be good news to most CIO’s . But it is also a fairly new concept and I am questioning if CIO’s will dare to choose Cloud Computing as a viable option for their IT Service Delivery.
No matter how you look at it, 2009 is a clean slate; we start from scratch and there are many new chances and opportunities to help IT organizations (and therefore companies at large) in achieving their goals by utilizing ITIL, IT Service Management and Cloud Computing.
I am very excited about this idea and can’t wait to get back to the office again to start talking to our clients again…
only 4 more sleeps!
Merry Christmas and a Happy 2009 December 29, 2008
Posted by ivankamenken in Uncategorized.Tags: business, cloud computing, itil, itsm, New year
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You probably noticed that I am not as active with my blogs these days… the reason for that is simple: after 51 weeks of IT Service Management, ITIL and Cloud Computing – I am now spending 2 weeks fully focused on my family… Long lazy days at the pool sipping cocktails and glasses of champagne!
Please join me in enjoying the final days of 2008 and I wish you all a fantastic, successful and amazing 2009! May all your dreams come true… in business and personal.
8 Best Cloud Computing Essential Tips for the business traveller December 17, 2008
Posted by ivankamenken in business, cloud computing.Tags: business, cloud computing, flying, travel
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After 4 weken ‘on the road’ , I wanted to share a few hints and tips for business travel:
- Pick your hotels carefully. You need a mini bar, a desk for working and a good housekeeping & laundry service. Socks etc. can be washed in the bathtub with hair shampoo!
- Sign up for a Frequent flyer account and/or a Lounge/VIP/Club membership. It beats lounging around the departure hall and you safe a lot of money by NOT shopping tax free!
- Have a light and practical laptop. You don’t want to have this big, heavy thing with you all the time. A smaller, lighter option is available and is much easier to work with.
- Invest in a universal adaptor. Even though most hotels have multi power plugs in the rooms, the boardroom where you are going to present may not. So invest in one good adapter to help you out of some sticky situations.
- Not everybody speaks English! Especially in South America you’d be surprised how limited the knowledge is of the English language so invest some effort prior to your trip and learn some basic Spanish or Portuguese. If you can’t do that – hire a good translator!
- While traveling – backup your laptop! This is where cloud computing comes in handy. You can upload all your presentations, photos and other documents to google docs, picasa and other web-based applications.
- Have your presentations on your laptop, a usb-drive AND in the cloud! Cover all your basis so you never lose your information and don’t get into embarrassing situations. It is also a good idea to have some of your background information in cloud-based services, especially when you can’t access the server in the office (VPN)…
- Use Skype (or other VOIP services) for staying in touch with the office and cheap phonecalls. It sure beats the hotel phone bill!!!
And best of all… coming home is the best thing ever!!!
Green IT – pie in the sky? No… head for the clouds! December 12, 2008
Posted by ivankamenken in cloud computing.Tags: cloud computing, environment, Green IT, SaaS
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The more I discuss the possibilities of Cloud Computing with people the more I am getting convinced that this will become an important ‘tool’ in the aim for Green IT.
Reason for this is that cloud computing makes a lot of things easier to manage – sometimes even easier than when you have your IT internal.. and because most people follow the path of least resistance, the opportunities for Cloud Computing are almost without bound.
So what will happen? Organizations will consolidate their own internal datacentres and use virtualization techniques to achieve this. Many Software applications will be purchased (or rented) on a ‘pay per use’ basis through SaaS solutions. And additional storage space and temporary capacity will be added through Amazon S3 and similar offerings.
What does this mean for the internal IT organisation?
- Consolidation of internal datacentres means that there is less floor space needed for the servers etc. Or that we can offer more services with the same floorspace. It means that rather than purchasing new servers who use electricity and need cooling, we utilize what we already have.
- Software as a Service means that there is less requirements for servers to host the software and that leads to point 1. Also – think about the fact that software vendors no longer need to package software or send software across the world. Imagine the savings in airplane fuel and environmental impact this will have!
- On demand storage means that rather than purchasing additional servers or mainframes that may only be used for a short period of time, or for a Small component of its possibilities, you now use Amazon’s storage buckets – but only for as long as you need it.
Overall there will be less demand on internal IT organizations and the external organizations that offer Cloud based Services will have the economy of scale to be able to focus their efforts on cost efficient, energy efficient and environment friendlier delivery mechanisms.
So to me Green IT is not a pie in the sky… as long as you seriously consider Cloud Computing.
Cloud Computing Seminar in São Paulo December 8, 2008
Posted by ivankamenken in business, cloud computing, itsm.Tags: cloud computing, the art of service
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The Art of Service invited by PATH ITTS
The Art of Service was invited by Path ITTS to deliver a keynote presentation at their Cloud Computing Seminar for CIO’s.
The focus of the presentation was on managing services to the business by utilizing cloud computing as a delivery mechanism.
Downside of Cloud Computing… November 26, 2008
Posted by ivankamenken in cloud computing.Tags: cloud computing, google docs
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It took a while, but I found a downside to cloud computing! Most people would use Google Docs, especially when they are traveling because it is easier to access documents outside the office (and you don’t need VPN connection or other difficult things to get access to your files).
But BEWARE: Google knows where you are and offers you the local version of their website… including the local language!
Portugese anyone?
Err….. what do I do now???
The benefits of Cloud Computing in relation to Climate change… November 17, 2008
Posted by ivankamenken in business, cloud computing, itil.Tags: backup, cloud computing, electricity, Internet, power
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The title is a little ‘tongue in cheek’ but the message is still true: Yesterday we got hit by a massive storm and due to this we have not had any power in our house since 5pm yesterday afternoon (it is now 12pm). So almost 20 hours and counting… When I just spoke to our security lady she mentioned that the ‘blackout’ could take up to 48 hours!!
Branches ripped off trees by the storm
After my initial shock – and some quick calculations of the value of the content in our freezers that is now slowly defrosting, I started thinking about the effects this has on our service delivery:
- My husband’s laptop and Internet connection runs of the main power and can’t be used at the moment
- My laptop has internal mobile internet access so in theory should be able to work for at least 4 hours or so on the battery.
- Our exchange server and file server in the office shut down during the storm as well so nobody in the office could get to their emails and server directories.
Not a good scenario really – and with the current climate change the experts are forecasting more of these storms to hit in the coming summer season… they are even speculating of a possible hurricane / cyclone to hit South East Queensland!
What can we do to improve our Service delivery capability:
- Purchase backup generators to ensure ongoing power during these blackouts
- Purchase backup batteries to go into the laptops as a fail over system
- Purchase another mobile Internet connection for the other laptop
And then it hit me:
OR… we can use cloud computing as our solution! With cloud computing you don’t need to worry about your laptop or desktop… you can go to any Internet cafe that still has power and access all your data from there! All your emails are stored offsite so your exchange server is not affected by this power outage at all because it is in a different area!
OK, OK – you still need power to run a computer or laptop but you are not restricted by location. When the power is out in one location, you simply move to another one where this is power. It’s very simple really…
If only there was an easy solution to my defrosting meat issue… Barbecue anyone?!
PS: when we follow ITIL Service Continuity Management processes we should have thought of all of this beforehand, I know that… but let’s say we decided NOT to put any countermeasures in place for a ‘once in 2 decade’ chance.
