Business Service Management Hub

I have posted a couple of new posts on NetIQ’s Qmunity and wanted to share here as well.  IT is under great Transformation to get to Service Brokers who can manage Service Governance.  This is the convergences of Development, Operations and Security functions within IT.  In the first post I discuss the convergence and the second post is on the topic of Service Governance and new research from Forrester.

Enjoy!

Overhauling Service Management – Developing, Operating and Securing

Previously I posted, “Why Service Management” discussing the melding of IT and the business for common objectives in managing, measuring and communicating service performance.  The recent Gartner Infrastructure and Operations Management Summit (IOM) also provoked the status quo of IT Operations andCameron Haight began to challenge and discuss a new term, DevOps, where development and operations are more closely aligned.  The post event Trip Report provides a glimpse into the many thought provoking challenges and discussions of the week.  continue reading…

 Communicating Service Performance – Beware of the Competition

We’ve discussed service management and the transformation that IT is undergoing with the catalysts being the cloud, service providers, SaaS, social media, collaboration, mobility, BYOD, etc.  The root catalyst is choice and options in the market and the competition speaks in terms of service value and service performance. I posted a question in LinkedIn regarding how much of your services are in the cloud today and expected to be next year?  Join the discussion.  The first answer was as I expected, a law firm that isn’t in the cloud and isn’t going there because of security concerns.  I responded as I bet they use services that are internet based, research likely, and thus they are in the cloud.  Just like a recent customer discussed having hundreds of apps in the cloud that now need to be reconciled, rationalized and managed for cost.  How did they get this point?  Easy, credit card subscriptions – cheap and easy to do business with.  continue reading….

The Hub Commentary_

Here is another industry under great change and a state with the foresight to attract and keep technology talent.  Again, I applaud the efforts of this woman, Vice President and CIO Mamatha Chamarthi, for having understanding and putting in place a strategy to right source the commodity and the high value stays in-house.

She is absolutely spot on with her strategy, it’s not that all of the technology function are going to the outsourcers and the cloud, it’s the commodity.  The internal roles are changing to apply technology for innovation in to grow the business.  This requires business knowledge and how to apply technology for innovation.  These roles and duties are unique to each organization and their strategies for growth.  These functions have never been a good target for an outsourcer unless the skill set does not exist in the organization to drive business innovation.

How are the roles in your organization adjusting to this great transformation of IT?

Michele

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Consumers Energy, a large utility in Michigan, has hired an offshore outsourcing firm to take over some of its IT operations. But instead of cutting its internal IT employees, it is retraining them for new types of work.  (Read Full Article…)