White Paper

Service Desk and IT Service Management Software

Cloudy with a chance of clarity

Navigating through the facts about Cloud Computing and
IT Service Management

A White Paper by Sharon Taylor

Aspect Group Inc

© Copyright Axios Systems 2011

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 Cloudy with a chance of clarity | Cloud Computing and ITSM p2

Table of Contents
Information overcast! 3
What is cloud computing? 4
What isn’t different 6
What is different 6
Why is cloud computing so popular? 7
Cost Avoidance 7
Cost Reduction 7
Global Access 7
Consume applications without technical re-skilling 7
Demand and Capacity 8
Device independence 8
Is there a trade-off? 8
Service Levels 8
Changes 8
Customer Support 9
Legislative Compliance 9
ITSM and Cloud Services 11
Governance 11
Compliance & Audit 11
Management practices 12
Maturity and Improvement 14
ITSM Cloud providers 16
Cloudy with increasing sunshine 17
About Axios Systems 18
About the Author 20
Books by Ms. Taylor: 21

Copyright Notice
© Copyright Axios Systems 2011. The information, which is contained in this document, is the property of Axios Systems. The contents of
the document must not be reproduced or disclosed wholly or in part or used for purposes other than that for which it is supplied without
the prior written permission of Axios Systems.
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 Cloudy with a chance of clarity | Cloud Computing and ITSM p3

Information overcast!
“The Only Constant In Life Is Change.” Heraclitus of Ephesus, the Greek philosopher
said this back in the 5th century. This is exceptionally true when applied to IT. The
next innovation is always just around the corner.

One of those innovations it seems is cloud computing. It ranks number 2 or 3 on

most CIO agendas. Companies are lining up to use cloud services and, the more
that gets written about it, the more confusion that sets in.

This thought leadership paper intends to help clarify some of the facts about cloud
computing and to discuss whether or not cloud computing changes the need for IT
Service Management.

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 Cloudy with a chance of clarity | Cloud Computing and ITSM p4

What is cloud computing?

‘Cloud’ computing is nothing more than services hosted for the customer, usually
delivered over an Internet connection. The term ‘cloud’ was inspired by the
commonly used symbol to indicate a network connection that often represents the
Internet in diagrams and illustrations.

Some things come back into fashion when they are reintroduced with a ‘twist’.
The concept of cloud computing really isn’t new to the IT industry. Virtualization,
Software as a Service (SaaS), data hosting have been around for some time.
Cloud computing offers the same basic service, but with some new innovations with
regards to how it works and how customers can use it.

The commoditization of reliable, fast Internet access speeds has paved the way for
a cloud-computing “coming of age” and great possibilities to externally host more
network-intensive services at a reasonable cost.

As the IT industry begins to organize and commoditize cloud computing, the

consuming public has begun to recognize a few basic types.

Software-as-a-Service (SaaS)
Using a multi-tenant model, SaaS delivers access to an application or a suite of
applications through a web browser to many customers. Customers do not need to
invest in servers or software licenses, and the provider maintains one application/
suite for multiple customers. Examples of this are Axios Systems’ assystSaaS for
ITSM, Salesforce.com for CRM and SFA, Google Apps, Zoho Office and Workday.

Customer
A

Customer Customer
H B

Customer Customer
F C

Customer Customer
E D

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Cloudy with a chance of clarity | Cloud Computing and ITSM p5

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 Cloudy with a chance of clarity | Cloud Computing and ITSM p6

About Axios Systems

Axios Systems is one of the world’s leading providers of IT Service Management
(ITSM) solutions. Its customer-centric approach, combined with its award-winning
software, enables customers to improve their Service Delivery and Support and
deliver Continual Service Improvement by helping to align and realign IT services to
changing business needs, supporting business processes and improving productivity.

Its core solution, assyst, built around a market-leading Configuration Management

Database (CMDB), intuitively steers users through the ITIL (Information Technology
Infrastructure Library) processes which help organizations transition toward the next
generation of ITSM and Service Desks. assyst offers a unique lifecycle approach
to ITSM with the integration of all ITIL processes (including Incident Management,
Capacity Management, Problem Management, Change Management, Asset
Management, Configuration Management and Service Level Management),
twelve of which have been verified by Pink Elephant’s PinkVERIFY service as
compatible with industry best practices (based on ITIL V3), in a single, out-of-the-box

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 Cloudy with a chance of clarity | Cloud Computing and ITSM p7

application. It empowers management with a dashboard-based transparent view

of real-time performance against Service Level Agreements (SLAs), and Operations
Level Agreements (OLAs) using Web 2.0 technologies.

Implementing assyst into an organization optimizes IT infrastructure efficiency,

reduces overheads and lowers the total cost of IT ownership (TCO), helping to
ensure a significant return on investment (ROI) with rapid time-to-value. Axios also
offers a comprehensive set of consulting and training services to support ITSM best
practices in an organization.

The assystNET
interface.

Axios is headquartered in the UK, with offices across Europe, the Americas,
Middle East and Asia Pacific. Axios’ global presence is further strengthened with a
worldwide network of partners.

For more information, visit www.axiossystems.com.

If you are interested in SaaS ITSM, we are giving you the opportunity to
evaluate assystSaaS for free.
Register now to gain access to your own self-paced 28 day trial:
http://www.axiossystems.com/assystSaaS

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 Cloudy with a chance of clarity | Cloud Computing and ITSM p8

About the Author

Sharon Taylor, President of the Aspect Group is a well known and respected figure
within today’s IT Service Management community.

As the former Chief Architect and current Chief Examiner for ITIL®, the world
leading IT Service Management best practices, Sharon is the author of numerous
ITSM books and regular columnist for a variety of global IT management
publications.

Sharon recently completed a three year term as the Chairman of the Board for
the Chair of the itSMF International, responsible for ensuring global growth and
governance of ITSMF in over 50 countries, and is at the center of best practice
development and endorsement.

She is also past President of the North American Institute of Certified Service
Management Professionals, a sister organization to the UK Institute of Service
Management.

Sharon is the recipient of the 2008 ITSM Lifetime Achievement Award.

Her contributions to the community and to best practice are based upon extensive
professional experience in the industry. After many years as an active ITSM
professional within Canada, she is currently President of Aspect Group Inc, leading
AGI’s consultancy, training and ITSM practice, working with clients throughout North
America, Asia and Europe.

As a long time CEO, Sharon brings a business background and focus to IT service
management and has used her business experience in influencing the future
directions of the IT service management industry.

www.axiossystems.com
Books by Ms. Taylor:
ITIL V2 The business perspective;
(Contributing author); 2006, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113308941

ITIL V2 – Small Scale Implementations;

(Co-author); 2006, Office of Government Commerce, Publisher; TSO, The Stationary Office
ISBN:9780113309801

ITIL V3 – ITIL Service Management Practices

ITIL Service Strategy;
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310456

ITIL V3 – ITIL Service Management Practices

ITIL Service Design;
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310470

ITIL V3 – ITIL Service Management Practices

ITIL Service Transition;
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310487

ITIL V3 – ITIL Service Management Practices

ITIL Service Operation;
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310463

ITIL V3 – ITIL Service Management Practices

ITIL Continual Service Improvement;
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310494

ITIL V3 – The official Introduction to the ITIL Service Lifecycle; (Author)2007,

Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 978011331061

ITIL V3 – Key Element Guides for Service Strategy, Design, Transition, Operation, Improvement
(Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 97801133119, 20, 21, 22

ITIL V3 – Passing your Foundation Exam The Official Study Aid First Edition (Chief Architect); 2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310791

ITIL v3 – Small-scale Implementation (Co-author);

2007, Office of Government Commerce,
Publisher; TSO, The Stationary Office
ISBN: 9780113310784

Service Intelligence –Improving Your Bottom Line with the Power of IT Service Management, 2011 (Author)
Publisher: Prentice Hall
ISBN - 10: 0132692074
ISBN – 13: 9780132692076

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