Few challenges that the Congress of Industrial Organizations has visaged in recent years area unit as massive as taking management of the cloud CIO. Within the past, it absolutely was easier to manage on-premise applications, however the cloud quickly did away this type of management.
To highlight this, analysis commissioned by Fruition Partners has systematically showed that CIOs had a variety of significant issues over cloud management. The matter is, several CIOs don’t seem to use a similar
comprehensive IT service management (ITSM) processes to cloud as they are doing for in-house IT services. Scrutiny the results of the last 2 items of analysis, worryingly showed that whereas there has been a small improvement in overall cloud maturity, there’s still got an extended thanks to go.
One of the key problems is that the adoption of public cloud resulting in reduced management over the IT services organisations area unit victimization. There area unit some regarding negative impacts of this trend, for one, it results in monetary waste, however it additionally will increase the business and security risks that the organisations face. In an age wherever businesses already face cybersecurity threats from each direction, this will exacerbate the challenges IT already faces.
It’s all in the shadows
CIOs cannot afford to ignore the actual fact that the necessity for rigorous management is bigger, not less, within the cloud. A part of the answer to the current is creating higher use of the IT Service Management (ITSM) tools they already use to manage in-house IT. Whereas in-house IT services area unit, on average, managed by a mixture of 6 established ITSM processes, cloud-based services area unit, solely subject to four. Further, solely a fifth of CIOs report that ITSM processes are applies to all or any cloud services.
Another key concern is that Shadow it’s continued to have an effect on CIOs’ management over enterprise IT; staff area unit still sign language up to cloud storage services, CRM applications or collaboration applications.
For IT, it is onerous to understand what percentage cloud applications area unit getting used within the business while not their information. Businesses ought to take back management of the cloud, however this will be a challenge for several.
Taking back control
Taking back control is difficult, with CIOs increasingly handing the reigns to third-party cloud providers; leaving themselves more open to the ‘blame game’ if one of those services fails.
If a user experiences problems with cloud applications, such as Salesforce or Dropbox, often the user goes straight to the cloud provider’s support team. While this may take the support burden off corporate IT, it’s not clear who is responsible for a fault, particularly if SLAs are not correctly monitore.
There is one encouraging sign in terms of improving control over the cloud; when it comes to using ITSM tools to orchestrate cloud platforms we have seen a positive increase – however at best this figure is still less than 50% of businesses.
CIOs need to ensure that IT is using the tools they have for orchestration – and those that don’t have any such systems should be looking to put them in place. Orchestration is an essential part of the cloud management process, and CIOs should focus on putting this technology to work.
Another benefit would be the wider use of service catalogue functionality contain within ITSM solutions, which will help to control cloud sprawl. By using a service catalogue, CIOs can help minimise shadow IT; if it’s easy and hassle-free for users to choose and use officially-sanctioned cloud services, then they are less likely to follow a DIY route.
Cloud can reduce costs, improve productivity and introduce a ‘consumerised’ service experience which businesses cannot afford to ignore. However, this does not mean that CIOs can blindly trust that public cloud services will work flawlessly and be deliver perfectly, all the time. CIOs need to explore how they can make better use of existing ITSM systems as a key part of the solution.
ITSM technology should be use as effectively for managing public cloud technology as it is for in-house systems and private cloud.
By offering employees functionality such as self-service access to approved cloud services, or by using ITSM to manage assets and service providers, CIOs can start to bring the cloud under control and reduce the risks of shadow IT whilst keeping employees happy and enjoying cost benefits.