Hybrid service management: An IBM view of the challenges ahead

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hybrid service managementAs I go through the final stages of preparation for the Gartner IT Operations Strategies & Solutions Summit 2017, I wanted to write this blog post to start a conversation about service management and some of the challenges it faces.

I am looking forward to hearing from Gartner analysts and industry players about what they are seeing in the market. At this event in 2016, the primary focus was on DevOps. In 2017, speakers will focus on infrastructure and operations automation. I see these two topics as very closely related.  And it’s a nice evolution of the IOSS Summit’s conversation.

If you are an IT operations professional at any level in your company, it is fair to say that you are tasked with managing an ever-growing level of complexity. It might be that different teams and units at your company are empowered to choose cloud providers and the tools that run operations. Ultimately, however, when something goes wrong, it will probably end up coming back to you, your team and your colleagues.

I’d say that in 2017, the objectives for IT operations have to be:

  • getting out in front of issues before they occur
  • guiding the teams and units in how they should implement their application
  • determining how to consume cloud services

It is through a partnership model that the IT operations team can insist on the right levels of automation to be put in place. While it might be OK for one team to avoid automation for just one application or service, it will not work for you when you are responsible for hundreds of applications and services. This is where IBM wants to help you, the IT operations person.

IBM can help DevOps team members to become agile, giving them the tools to monitor their apps during development and testing. IBM supports the IT operations team get structured so they can streamline the management of all the infrastructure and applications running across the company.

As infrastructure grows and number of applications grows and the IT operations team is not necessarily expanding, it means they need to find ways to get more efficient. They need to employ analytics tools that give them insight into the operations data that they are collecting, enabling them to become more proactive. Then, they can reach out to the DevOps team or line of business manager and tell them they have an issue before it impacts what matters most:  their end users, the reputation of their business and bottom-line revenue.

I am really excited to be attending the IOSS Summit again in 2017. My colleague Andrew Hans and I are jointly presenting the IBM strategy for service management. IBM also has two demo booths and countless client meetings planned. So please stop by and say hello. Come see how we can help you to get agile, get structured and get efficient.

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