Three More Key Findings About the Future of IT Service Management from EMA Research

The consumerization of IT, digital business model disruption, and the need for greater speed in technology development are combining to dramatically change the role of IT service management. According to Dennis Drogseth of Enterprise Management Associates (EMA), “Both the ‘rules’ and the ‘roles’ governing IT Service Management (ITSM) are evolving” as the relationship changes “between IT and its service consumers.”

Cloud computing, mobile, and the future of ITSMIn The Future of ITSM: How Are Roles (and Rules) Changing? Part 2, Drogseth details several conclusions from the organization’s research, expanding on previously reported findings. Here are three observations that stand out, with additional commentary.

Service management isn’t just for IT anymore.

Among EMA’s findings, “89% of respondents had plans to consolidate IT and non-IT customer service.”

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How to Provision a Virtual Private Cloud in 45 Seconds

By Andrew Kramer and Matt Howe

There’s increasing interest among enterprises in IaaS (Infrastructure-as-a-Service). Many organizations are moving their servers to cloud-based providers like Amazon Web Services (AWS) and Microsoft Azure, among others. The promise of the cloud is fast and cheap infrastructure, but that needs also be balanced with security and control.

Top cloud services providersAll cloud providers offer API integration to their services; Amazon has a vast array of services and completely documented APIs (and even a Ruby SDK), making the work of creating integration with these services fairly easy—if you have the right tools.

One of our customers, a global technology company, recently asked us to create a way to provision a Virtual Private Cloud that included their business rules—something they’ve struggled with using other tooling. Continue reading “How to Provision a Virtual Private Cloud in 45 Seconds”

How to Fix Costly Data Center Outages Fast

When any portion of an enterprise network or data center fails, restoring operation as quickly as possible is the top priority. For complex problems, immediately setting up a virtual war room using online enterprise collaboration software is the most effective approach.

Data center downtime is horrendously expensive; while cost estimates vary widely by industry, some of the most comprehensive research concludes the “average cost of data center downtime across industries (is) approximately $7,900 per minute” while “the average reported incident length was 86 minutes, resulting in average cost per incident” of nearly $700,000.

Image credit: CIO Insight
Image credit: CIO Insight

Furthermore, outages are occurring more frequently. In addition to the increasing complexity and scope of operating systems and core management and control suites, as well as hybrid cloud network infrastructures, leading causes of outages include:

  • Weather or power-related issues
  • Accidents or human error
  • Cyber attacks

Continue reading “How to Fix Costly Data Center Outages Fast”

The Future of IT Service Management – New Research from EMA

Two recent posts here have explored predictions for IT trends in the coming year and what IT may look like by 2020. While specifics vary, the common thread is that IT teams will be expected to accelerate their own workflow while delivering technology to transform business processes.

Future of IT support - EMA researchA new study from EMA Research on the future of ITSM, reported by Dennis Drogseth on APMdigest, reflects this theme as well while adding new insights. Here are half a dozen key findings from EMA’s survey, along with additional commentary and observations from this blog.

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Three Practical Strategies for CIOs in the Digital Enterprise

The tsunami of change washing over the landscape for CIOs can perhaps best be summed up by the phrase “digital enterprise”—a catchall term encompassing the fundamental redesign of business processes to adapt to big data, the Internet of Things, the consumerization of IT, cloud computing, and other developments.

CIO strategies for the digital enterpriseThe movement is nearly universal: in a recent Altimeter Group survey, 88 percent of “digital strategy executives interviewed said their organizations are undergoing formal digital transformation efforts this year.”

And there is no shortage of opinion about how this is reshaping and expanding the responsibilities of CIOs: a Google search for “CIO role digital enterprise” yields more than 920,000 results.

Continue reading “Three Practical Strategies for CIOs in the Digital Enterprise”

The IT Skills Enterprises Need Next

As the focus of IT departments shifts from providing information and infrastructure to improving business processes, the mix of skills they require is evolving as well.

Writing on ZDNet, Brian Sommer contends in As IT’s industrial age ends, the humanist era begins that:
Which IT skills will be vital in 2015?

“Systems of Record are giving way to Systems of Engagement. User Interfaces are being updated to permit a better User Experience. Cloud solutions are displacing on-premises applications. Lighter, leaner IT groups are using utility computing (e.g., public) cloud solutions. Developers are building mobile and e-commerce apps. The list just goes on and on.”

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Cloud Computing and Legacy Applications: Why an Evolutionary Approach Works Best

While change is a constant in IT,  there’s no question that the technology developments of the past couple of years and what’s in store for the coming year are…different. The confluence of cloud computing, BYOD, consumerization, shadow IT, low-code platforms, the Internet of Things (IoT), and big data, among other trends, is creating challenges that are bigger, faster, and more disruptive than ever before.

Mainframes remain vital in the cloud computing era
Image credit: Enterprise Tech

In IT Leadership 2.0: Transform Yourself or Fade Away on CIO Insight, Frank Wander writes:

“A giant wave is crashing over IT as we know it. Our industry is one where waves regularly come and go, each one pushing something we held precious into the past. We have come to understand that technologies have a limited life span. It is an accepted notion in our industry. But this current wave is different—it is a tsunami, and IT leaders are in danger of being swept away.”

Continue reading “Cloud Computing and Legacy Applications: Why an Evolutionary Approach Works Best”

Six Key ERM and IT Trends for 2015

Danish physicist Neils Bohr is credited with saying “Prediction is very difficult, especially if it’s about the future.” And indeed, prognostications are often proven wrong, particularly regarding technology, sometimes absurdly so: for example, Businessweek magazine’s prediction that the paperless office was just a few years away—made in 1975.

2015 IT predictions and trends Continue reading “Six Key ERM and IT Trends for 2015”