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.”
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.
All 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.
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.
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:
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.
A 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.
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.
The 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.
“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.”
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.
“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.”
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.