Sharon Taylor

Aspect Group Inc

ITSM in the Cloud?

2

Windows Web Web 2.0Green-Screen

Axios

founded

assyst Classic launched

assystEnterprise

launched

Entry into the

US market

Axios ranked

#1 vendor in

HDI

'Customer

Experience'

report

Expansion into

Canada

Axios retains #1

vendor ranking

in HDI

'Customer

Experience'

report

assystlaunched on

Java

architecture

Further

expansion in

the US,

Europe and

entry into

Asia Pacific

Axios

awarded

Software

Company of

the Year

First in the

world to

achieve

BS 15000

certification

Entry into

Middle East

and Africa

The number of

assyst end-users tops 10

million

Axios awarded

Software

Company of

Year (again)

Axios rated #1

vendor for 3rd

time in

succession in

HDI 'Customer

Experience'

report

Expansion

into Russia,

Eastern and

Southern

Europe and

South

America

Axios wins

International

Excellence

Award

Expansion

within

Middle East

ITIL V1 ITIL V3ITIL V2

Axios Systems Timeline

assyst 8 Launched

US

Expansion

European

expansion

begins

assyst 9 Launched

Service

Catalog

SaaS

1988 20051990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10

3

Agenda

� Cloud Computing– What is it?

� Types of cloud models?

� ITSM in a cloud?

� ITSM as the cloud?

Cloud Computing – What is it?

5

What is the cloud?

A new spin on an old idea

Collection of externally-

managed service delivery models

Covers a wide range of IT

Not a replacement for Service

management!

Cloud Models

7

The Cloud

Clouds are not

really just clouds

Cloud type image used under the terms of a Creative Commons Attribution Share-Alike 3.0 License

8

The cloud service portfolio

� Multi-tenant design

� No Capex for customer

� Pay-as-you-go demand

� Single provider model, e.g.:

� assystSaaS

� Google Apps

� Salesforce.com

Software as a service - SaaS

Customer

A

Customer

H

Customer

F

Customer

C

Customer

D

Customer

E

Customer

B

Apps

9

Cloud Service Portfolio - IaaS

� Utility computing service

� Hardware

� Storage

� Servers

� IT is the customer

10

Cloud Service Portfolio - PaaS

� Customer owned service

� Developed, on cloud IS

� Hosted via cloud

� Local IT supported

� IT is the customer

� Cloud invisible to business

11

The cloud service models

� Offered to large demographic groups such as industry sectors or the general public

� Utility computing cost model; metered, transactional, volume, etc.

Public cloud

The Cloud

Service

/App

Service

/AppService

/App

12

The cloud service models

� Emulates private networks

� Customer pays for IS

� More customer hands-on management

� Specialized services

� Secure to customer org

� Lower ROI and higher capex and opex

Private cloud

The Cloud

Service

/App

Service

/App

Service

/App

Service

/App

Service

/App

Service

/AppPrivate

13

Cloud service models

� Features of public and private

� Often used by internal IT

� Benefits of public with specialization where needed

Hybrid cloud

The Cloud

Service

/App

Service

/AppService

/App

The Cloud

Service

/App

Service

/AppService

/App

14

Benefits

Cost Avoidance & Reduction

� Support costs

� Capital and Operational investment

� Pay per use

Global Access

� Supports mobile workforce

� Offers multiple connectivity options

� Device independent

Demand and Capacity

� Dynamic scaling

� Accurate usage trending

� Helpful for business and service planning

15

Trade-offs

Service options

� Less flexibility in some models

� Conformance to provider usage standards

� Lower range of service level options

� Risk exposure to external threat

� Tied to change agility of provider

� Customer support rigidity

� Less direct control for customer

ITSM in a Cloud service

17

ITSM

� Critical for stability and managed service expectations

� Internal IT roles change to strategic and supplier management

� Higher need for integration to manage end-to-end services

� Strong focus on setting the right KPIs

� Careful prequalification of providers for:

� Governance practices

� Compliance to standards

� ITSM maturity

� Importance of integrated ITSM tools to manage supply chain

ITSM as a Cloud service

19

ITSM cloud

Significant benefits for the consumer

New ITSM technology

Grow into what you need

Best of breed suppliers

Best practice features:

� Reporting

� Visual configuration

� Service level management

� Service Portfolio

� Service Catolog

20

Visual configuration

21

Design services visually

22

State of the art reporting, metrics and measures

23

ITSM and cloud

We are approaching the best of both worlds

The industry is providing greater business benefits at lower costs

ITSM is still a necessity

IT departments become more strategic influencers

We reduce the need for costly assets

We become leaner and greener

Still need common sense approach

Adaptation, flexibility, realism all still a part of ITSM

Competitive growth in the cloud industry.

24

Full, instant access to assyst functionality via your browser – right now!

� 30 days of continuous 24/7 access with all of your data and customizations retained for the full trial period--giving you the ability to evaluate assystSaaS against your requirements in a live environment.

� Seamless switch-over from trial to live use when you decide to use assystSaaS as your ITSM on-demand solution.

Try it now at:

www.axiossystems.com/assystSaaS

25

assystSaaS – What you get

� Complete ITSM & IT Asset Management support in a single, purpose-built

application

• Enterprise-class CMS and CMDB

• Unrivalled depth of functionality in the on demand ITSM market

• Full spectrum ITIL process support

• Rapid deployment and easy flexibility - no scripting or development to meet

initial or changing requirements

• No application management overheads

• Seamless free upgrades

• Simple, predictable cost

• Guaranteed sub-second page loading performance

• Easy to use, modern, dependable

• Battle tested for 1000 to 500,000 end users and 1,000,000’s of IT assets.

26

Any Questions?

Axios Systems Details:

www.axiossystems.com

assyst@axiossystems.com

Request access to assystSaaS trial evaluation here:

www.axiossystems.com/assystSaaS

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Geek and Poke cartoons are the copyright of Oliver Widder and re-used under the terms of Licence CC ND 2.0