Competition seems to be a controversial topic for many in IT. We rather see ourselves as service providers, but typically as the only – or at least the preferred – service provider. The reason to start this new column series on ‘The impact of cloud computing on IT service management’ with this controversial topic is that there seem to be two independent train of thoughts around cloud computing. On the one hand cloud computing is seen as a way to make traditional IT more efficient, on the other it is seen as a way for users to source IT solutions directly. The first group talks about Infrastructure as a Service and private clouds, while the second talks less but rapidly implements Software as a Service solutions, often bypassing the IT department in the process. Both groups are implementing cloud computing, but from very different starting points. Somehow they need to start talking again; otherwise we either get ‘strangers passing in the night’ or ‘a train wreck waiting to happen’.
For the first time in its history IT is facing outside competition. Sure, outsourcing was no picnic, but outsourcing was more like subcontracting to a ‘friendly’ supplier than real competition. With cloud computing users can simply go outside to procure the services they need. I am currently watching an interesting example close by. While the internal IT department is scrambling to offer an in-house social media type collaboration environment, one user department already went outside. To protect the innocent we won’t mention whether this was a production, sales, marketing, R&D or other department, but you get the idea. Starting in Australia, furthest away from corporate headquarters – both in distance and time-zones – they set up a collaboration environment with an outside cloud provider. In just a few weeks every member of this global department started sharing their activities, thoughts, projects and enjoying the typical communication that people enjoy on social networks.
As this cloud service is low cost (even starting with free), easy to use and it offers anywhere, anytime access also from non HQ supported devices such as iPhones and home PCs, the chances of IT winning this department back for their corporate service are dim at best. One good soul tried to help IT by requesting a similar online watering hole from corporate IT. As instructed he filled out a service request form at the central service desk , but to date he is still awaiting the first response from IT (a first response likely to be questions about priorities, about what executive will sign this off and what cost center it needs to be charged to). Now this may not be a mission critical enterprise system, but similarly we see user departments contracting directly with system integrators to build new enterprise solutions on a PaaS platform. My point is that many IT departments still seem to be in denial on the realities of this new competitive world called cloud. Time for a wake-up call.
Source:http://soa.sys-con.com/node/1367683
