With the release of Gartner Inc.’s 2012 Magic Quadrant for Cloud-based Project and Portfolio Management Services, a bigger spotlight has been placed on SaaS applications. Here at EPM Live we see the SaaS trend in our customers. Not only is the IT industry changing and heading into the cloud but many organizations are moving all business processes to a SaaS platform. Organizations are quickly realizing that adopting the cloud computing model may be inevitable for some and represents a classic case of the earlier, the better. However, many critics have underlined concerns over the future of service management in a cloud computing environment.
Does the cloud theory of everything-as-a-service compromise on service management? Does the cloud model adhere to service management SLAs like the traditional on-premise solution model? Let’s find out.
Is Service Management needed in Cloud Computing?
Of course, it’s needed. Cloud or no cloud, service management is a key requirement to ensuring quality of service. While the cloud model may offer higher reliability and flexibility than the on-premise approach, it is not 100% safe from incidents.
Therefore, it is crucial to have service management processes in a cloud environment. The principles of Incident Management, Problem Management and Change Management are just as important in a cloud environment as in an on-premise solution.
None of the ITIL best practices get eliminated by moving to a cloud-based model. The organization still needs a service desk and it still requires service level measurement and reporting.
SLAs in the Cloud
Since the infrastructure and computing resources are offered by third-party vendors, the Cloud model is a great proponent of implementing SLA (Service Level Agreements) for effective service management.
It is important to understand the business requirements for performance, availability, scalability and cost in order to provide the cloud infrastructure for an organization. The Cloud model calls for a strong paradigm shift from component level reliability to service level reliability.
SOA offers Endless Possibilities
The Cloud Computing philosophy is built largely on SOA (Service Oriented Architecture) which offers endless possibilities to software development organizations. SOA allows organizations to build a strong focus on high availability and optimal performance by benchmarking the user experience.
SOA is bound to increase the dependencies in an organization; therefore it calls for stronger service management. The SOA model simply shifts some of the service management responsibilities from the organization to the cloud provider. It also calls for a strong centralized policy management service which makes it easy to monitor the health of the cloud and solutions running on top of it.
Service Management is all about monitoring the health of your IT infrastructure. It does not matter if the health check is being done on an on-premise infrastructure or one that’s hosted in the cloud. All that matters is that the health check is crucial and can’t be overlooked by any organization.
Service Management is after all, the silver lining in the Cloud!