The week is over. Amazing responses and lots of food for thought.
I learned a lot from the comments. I will do a proper debrief over the weekend for Monday but for now I thought I would highlight the areas I think would be influenced by a cloud decision when considering the Service Desk. So here is the DNA timeline for the last 5 days with highlighted activities. I explain what they mean below.
RED CIRCLES – the activities that a cloud decision would directly influence and potentially remove as an effort to the desk. For example, if the server estate is moved to a private cloud environment managed by someone else then all the server activity would just go away ( depending on how many servers you move of course.) Single Sign on and password issues should be resolved because of cloud. To my mind you wouldnt move to a cloud platform if you made access for business users more complicated and cumbersome than before. There are others of course.
BLUE CIRCLES – actvities that may be influenced ( good or bad ) by a cloud decision. For example, Priority 1 incidents in theory should lower because of cloud resilience etc but there is still a good chance ( 50/50) that the cloud provider has an issue that partially or entirely affects a business function from operating. Cloud does not remove Priority 1 incidents accordingly.
DOTTED LINE CIRCLES – activities that could be reduced in time and effort due to a cloud decision. For example, requests for new apps or development resources could reduce dramatically when running in a cloud platform like Amazon AWS or using Office 365 for productivity apps. Of course just having the capability isnt the same as making it happen so there will need to be a full understanding of the end to end service to the business to ensure that such decisions actually do save time and money and not just become another barrier to business success. They shouldnt of course if researched, planned, testing and deployed correctly.
Anyway the whole point of this week has been to fire up examples of events on an imaginary service desk fuelled by your ideas and thoughts. The underlying objective was not to identify specific activities that cloud computing can improve, erradicate or optimize. Plenty of other people are much better placed. No the objective was to flag that when considering cloud decisions it is not enough to buy into the concept and infrastructure benefits like power, licensing, DR, access etc. Ignoring the impact on the service desk or giving it only partial attention is going to be a huge mistake and one that can hurt when services that were envisaged as improving through cloud suddenly deteroriate and stakeholders question the decision in the first place.