“It’s Getting Cloudy in IT Service Management” by Mark O’Loughlin, presented at itSMF Canada’s annual event.

There were no clouds to be seen in Toronto on May 6th when Mark presented “It’s Getting Cloudy in IT Service Management” at itSMF Canada’s annual event! 

In the sphere of ITSM – Cloud best practices are still emerging.   Mark provided just the right amount of balanced insight and relevance into how Cloud is changing the role of IT in the delivery of services, and how it affects our relationship with our suppliers and the business. 

Judging by the terrific audience engagement during the Q & A period, Mark clearly hit a few key Cloudy points of interest – the importance of understanding up front the value of Cloud for the business; the costs associated with increased business demand over time; the new challenges of end to end SLAs and Change Management in a Cloud model; and the changing roles within IT – less control and more focus on being a strategic ‘broker’ between the business and external service providers. 

Mark’s presentation re-enforced to me that while Cloud introduces new challenges in the delivery of IT Services, the ITSM V3 framework becomes even more relevant in executing great service delivery.  A great presentation Mark!