it's no one's fault, it's in the process!

Michel Drescher, Founder & Managing Director

Cloud Consult Ltd.

Michel Drescher, Founder & Managing Director

Cloud Consult Ltd.

It’s no one’s fault, it’s in the process!

IT service management in the Cloud era

Second of three talks TODAY

Cloud Management, Services, Application and

FINTECH Theatre

13:05 - 13:30

Software Architecture, DevOps and FINTECH

Theatre14:05 - 14:30

Understanding CX:How Customer focussed are

you, actually?

It's no one's fault, it's in the process!:

IT service management in the Cloud era

"... and Bob's your uncle.”

Navigating the sea of Cloud offerings for business

opportunitiesInnovations and Showcase

theatre

15:35 – 16:00

I share your pain...

We all know that!

Service outages causes[Gartner, 2001] People &

Processes:80%

Technology & Environment:

20%

A competitive business model

Image credit: yousifalh

Traditional ITSM challenge

Image credit: esse-group.com Image credit: gardenmyths.com

Corporate trench-wars...

Image credit: @DeveloperMemes

Development OperationsImage credit: dailyexpositions.com

vs.vs. vs.

GovernanceImage credit: dilbert.com

... and organisational change

Image credit: Forbes.com

Source: Deloitte Human Capital Trends 2016

Elephants in the room everywhere!

Image credit: gianarb.it

There’s always a larger competitor, who can just move you about!

Welcome to the pleasure domeCompetition puts CoS under pressure

Manage IT SMS proliferation

Service delivery challenge in networks of teams

Negotiate departmental trench wars

… and in partnerships & federations

Continuous service improvements and certifications

How FitSM can help.

Keeping CoS under control

• FitSM is a lightweight SM framework.

• FitSM is licensed under CC-BY-SA.

• FitSM is modular and scales up.

Manage SMS proliferation

• FitSM defines 85 requirements.

• FitSM defines 14 processes.

• FitSM implements RACI matrices.

Department wars are over

• FitSM is compatible with DevOps.

• FitSM fits in Agile project management.

• FitSM processes are easy to internalise.

Teams, partnerships & other models

• FitSM was developed for federations.

• FitSM scales out from networks of teams

• Existing FitSM cross-border deployments.

Best practices & certifications

• FitSM adopts ITILv3 & CobiT.

• FitSM is compatible with ISO/IEC 20k & 27k.

• FitSM is auditable against ISO/IEC 9000.

• FitSM certification according to ISO/IEC 17024.

Michel Drescher, Founder & Managing Director

Cloud Consult Ltd.

Michel Drescher, Founder & Managing Director

Cloud Consult Ltd.

Thank you!fitsm@cloud-consult.co.uk

http://www.cloud-consult.co.uk/fitsm http://www.itemo.org/