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The truth about integrating Cloud services and ITSM
Cloud functionality increases flexibility and capacity in IT systems, but it also adds complexity and requires a combination of business, financial and technical expertise to make it work effectively. Moreover, organizations often confuse availability with capacity, and assume incorrectly that using cloud services reduces the need to manage these factors.
Lessons from real projects in a narrative format
In Availability and Capacity Management in the Cloud: An ITSM narrative, Daniel McLean's fictional IT service management practitioner, Chris, faces the challenge of integrating cloud services into an ITSM structure. Based on the real-life experience of the author and other ITSM practitioners, this book tells the story of a cloud services implementation, exposing potential pitfalls and exploring how to handle issues that come with such projects.
Tips to help you through your own project.
The end-of-chapter pointers give useful advice on dealing with the challenges organizations face when considering cloud services. Read this book and see how Chris meets the challenge of integrating cloud services with ITSM, and how you can do the same. Learn from the successes. Avoid the mistakes.
About the Author
Daniel McLean is an ITIL® consultant with over 20 years' experience in IT. He has spent the last 10 years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice.
Inhaltsverzeichnis
Introduction; 1: All Together Now; 2: One Big, Happy Family; 3: Who Wants to Support this Service?; 4: The Abandoned Service; 5: Don't Confuse me with the Details; 6: Voices in the Night; 7: When Capacity isn't Enough; 8: Coffee Talk; 9: Just Sit There and Take It; 10: Once More Unto the Breach, My Friend?; 11: Reprimand by Remote Control; 12: Success Feels Good; 13: No Plan Survives Contact with Reality; 14: Things are Rarely what they Seem; ITG Resources
Über den Autor / die Autorin
Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organisation. Daniel has developed and delivered customized ITIL courseware to a number of organisations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.
