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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.

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 and Cameron 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.

I'm back from a couple of weeks of travel and most notably, the annual  Gartner Infrastructure and Operations Management Summit (IOM) the first week of June.  There were more than just a handful of aha moments, much churn in what has been a mature market and many great conversations on the solution showcase floor and hallways.  Let's start with the opening keynotes on the first day:

I traveled the globe from October to February meeting with customers and our sales teams discussing NetIQ's IT Operations Management (ITOM) value and solutions, then I traded in wings for a bit. Now it's time for one of my favorite battery re-charging conferences of the year, the Gartner Infrastructure and Operations Management Summit (IOM).

Have you ever wished you could highlight a few alarms in the NetIQ Operations Center console, copy them to the clipboard and then paste them into an email, or a help desk ticket or somewhere else? Guess what - you can.

In my last post, Eat or be Eaten - IT Transformation Underway, I discussed the transformation IT as we know it is undergoing. Last week I had the opportunity to listen to my good friend Eveline Oehrlich of Forrester present Reboot Service Management as hosted by ITSM Academy, confirming many of the discussion points from my previous post and had me thinking about my next series of posts.