3.
SLM process management: responsible for process improvement
4.
Monitoring and managing service level objectives: To ensure the agreed service
objectives meet the needs of the business unit.
5.
Hold regular review meetings with the business units: Through the meetings to
confirm whether service goals are achieved in a report (Service Target
Achievement Reports), and to review whether it is necessary to add or modify
service objectives to meet the needs of the enterprise.
The above mentioned items won’t have significant changes after migrating to the cloud
platform (private cloud). However, to be sure of the success of transferring services to the
cloud, when the CIO is importing the cloud solutions, the existing service management
maturity needs to be examined. The following table 6-1 shows what needs to be considered
when migrating to the cloud platform after an organization adopts ISO20000 or ITIL models.
Table 6- 1 Essential requirements and considerations for providing information
service management in Clouding Computing
Information services Basic Requirements and Key Considerations of IT Service
Management for Cloud Computing
Service request
Examine if the window (self service portal) for self service
request (service catalogue) is offered
Service desk,
incident/ issue
management
process
Review cloud incident priority, including configuration
of infrastructure components and application system
impact
Review valid organization and support structure to
respond to the need after cloud automation
Change and release
management
Review and respond if the change management
requires additional sign-off procedure or provide
additional info to confirm risk of change
Review if cloud infrastructure vendor should
participate technology risk assessment
Event Management
Review the new monitoring requirements of cloud
infrastructure
Configuration
Management
Review new configuration elements in response to a cloud
computing infrastructure (including physical components and
virtual components) and updated to the CMDB. Due to the
demand for flexible expansion, automated search for
configuration element information become indispensable.
Financial
management
process
Review cost model to calculate the cost for cloud computing
and offer flexible pricing
Source: IBM Global Information Technology Services Division, 2013
According to the survey, 81% of human resource saving comes from the introduction of ISM.
The benefit of introducing cloud platform (private cloud) can be evaluated from a more
effective execution of service management by optimizing infrastructure elements, and lower
the operation cost. The optimization of infrastructure components and automation of service
