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Managing Cloud Services with IT Service Management Practices

Chapter
First Online:
Part of the Intelligent Systems Reference Library book series (ISRL, volume 55)

Abstract

Cloud computing represents a fundamentally new trend in the information technology (IT) industry. Especially the practical benefits and the company-specific use cases have become subject of controversial debate. While information systems (IS) play a crucial function in organizations, IT service management (ITSM) is of increasing importance to IT organizations. The need to align IT and business strategy as well as the increase of transparency and quality of IT processes and services are amongst others the main reasons why the IT Infrastructure Library (ITIL)—nowadays the de facto standard of IT service management—was introduced. Against the backdrop of the increasing market and service orientation of IT organizations, the question arises, how cloud computing can affect existing ITSM processes in general, and, which particular ITSM processes are used to ensure an effective management of globally distributed services. This chapter will provide answers to these and related questions.

Keywords

IT service management Cloud computing Cloud service management portfolio ITIL 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2014

Authors and Affiliations

  1. 1.Chair of Information and Communication ManagementInstitute of Technology and Management, Technische Universitaet BerlinBerlinGermany

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