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IT Service Management moves to the cloud

John Moore | Feb. 6, 2013
As organizations become decreasingly skeptical about the cloud, they are increasingly willing to outsource ITSM to a SaaS provider. Doing so lowers costs, improves flexibility and easily accommodates ITIL framework principles.

Organizations may confront additional challenges once they make the SaaS decision. While SaaS is generally considered easier and faster to install than on-premises software, certain cloud-based ITSM components may prove simpler to roll out than others, industry executives says. Configuration management, for example, can prove somewhat more challenging to implement than modules such as incident or request management.

Lille, meanwhile, says asset management has been a little bit harder to deploy than other aspects of ServiceNow. Equinix's global IT assets are maintained in ScienceLogic, the company's IT asset monitoring solution. Now, Equinix aims to link ScienceLogic and ServiceNow.

"Finding a clean way to deal with that has been a little bit challenging, but that is really on the periphery," Lille says. "What we are working though is creating near real-time integration between ScienceLogic and the ServiceNow asset database."

Lille says integration will let Equinix perform actions on IT assets via ServiceNow, while employing the ScienceLogic's strengths. Overall, he adds, the ServiceNow rollout has been one of organization's smoothest.

Probst points to a final caveat: Failure to cultivate mature service management processes. Lack of progress on this front will hinder the effectiveness of IT service management tools, cloud-based or otherwise.

"Everyone has heard the secret sauce is in the SaaS model-it will cure all their ills," Probst says. "We have a saying, 'A fool with a tool is still a fool.' If you haven't done the process work, the opportunity for success will be limited."


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