Trailblazers use service management best practices

Posted on: February 12, 2018 by Michael Kollar

A recent CIO Magazine report describes four characteristics or best practices shared by IT trailblazers. This blog series goes into each of the four characteristics of trailblazers described in the report:

  1. They embrace the cloud and are cloud secure
  2. They use service management best practices
  3. They automate IT services
  4. They provide greater development agility

Service management best practices

The benefits of cloud go well beyond generating financial savings by converting CapEx to OpEx. Trailblazers get this. They see the larger benefits of efficiency and agility (on every level of the business), and they are more willing to affect organizational change. Shifting an organization’s focus is the biggest challenge to digital transformation. Yet it must be overcome in order to align IT with business goals — leading us to think about service management.

Get service-ready

The CIO Magazine report shows that service management best practices are consistently adopted across the trailblazers and not so much among the other groups. As more trailblazers choose hybrid cloud (see the second blog in this series), their service management approach must also become hybrid to include on-premises private cloud platforms plus public cloud.

Hybrid cloud forces an evolution of (1) what you call service management, and (2) how service management operates. Now your configuration management databases need to become hybrid to document your on- and off-premises solutions or infrastructure in addition to your platform-as-a-service solutions and software-as-a-service providers. They’ll give you a total view of the end-to-end ecosystem that runs your business.

Begin with the end-to-end in mind

Service management now needs to be applied across this new hybrid ecosystem. It needs to evolve to the concept of building cloud-native apps and integrating security and microservices as part of an end-to-end framework for service management. That’s what companies have to do, and it’s actually what trailblazers are doing above and beyond standard service management. They’re adapting it and evolving it to align to hybrid cloud.

Not sure. It’s about new research on cloud and application transformation.

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About Michael Kollar
SVP, Chief Digital Officer and Global Head of Cloud Engineering
Michael Kollar is SVP, Chief Digital Officer and Global Head of Cloud Engineering, responsible for the development and implementation of the Atos global strategy for Cloud, Automation, and other emerging technologies and translating them into tangible deliverable services that create short and long term business benefits to Atos and its customers. Throughout his career, Mr. Kollar has helped numerous Fortune 500 organizations achieve market leadership and growth in their respective segments, through the aggressive use of existing and emerging technologies. Prior to joining Atos, Mr. Kollar was Executive Director of Shared Services for Waste Management, Inc. the leading provider of comprehensive waste and environmental services in North America with $13.5 billion dollars in revenue, 47,000 employees, and $20 billion dollars in assets. Prior to Waste Management, Mr. Kollar was the Vice President, Products and Chief Technology Officer at TenFold Corporation a leading applications and infrastructure company focused on ERP and SOA based platforms. Mr. Kollar has held senior management positions in his past at several of today’s largest global technology companies: Siemens, Oracle, CSC, and IBM. Mr. Kollar regularly speaks at industry events sponsored by ServiceNow, Gartner, Intel, and VMWare on his views on technology subjects ranging from Cloud Computing, Automation & Orchestration, Virtualization, Dynamic Data-Centers and the greening of IT, as well as being interviewed and quoted for various industry publications.


Oracle Technology and Innovation Award, CSC Big Gun Award, CSC Global Technical Excellence Award - Finalist

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