The year 2015 can easily be called the Year of Cloud Computing. In that year, Cloud Computing models shifted to an open source software and platform infrastructure with sustainable business models and mechanisms tested by cloud and service providers.
Cloud Computing models fill the world with more than computing power, far from almost unlimited capacity. The world has learned a new way to create new business models, offering the world as a service, infrastructure as a service, platform as a service, software as a service, storage as a service, even Blockchain. as a service. For IT experts, the concept also goes to Everything-as-a-Service (identified as XaaS).
I think this is the smallest scope for everything as a service. After the emergence of Cloud Computing in the company, everything changed. We cannot be so selfish in believing that it only matters for IT since IT is now the heart of the business.
In the move to the third technology platform in the following years, the market will find an “All-in-one-service” offering. This will give flexibility to all kinds of business models. Businesses will contract out basic services or support services and, of course, suppliers will become service providers.
Gartner predicts that global public cloud services revenue will grow 21.4% in 2018 from a year ago. This could continue to grow at nearly 60% for 2020. This means that businesses are moving their “everything” to a cloud model, but more than that, they are shifting their business models to a service model.
Revenue from public cloud services
(In billions of US dollars)
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In my opinion, the world is slowly moving towards an All-As-a-Service model based on technologies like cloud computing, Internet of Things, big data, mobility, machine learning, and blockchain. Gradually, the world will also need expert professionals who can lead and manage the entire platform change.
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Everything as a service will give flexibility to all types of business models
Each time a new technology emerges or a new way of doing things begins to drive the change. One of the first activities is to prepare, educate and train people to overcome the new paradigm.
ITSM professionals who have over 30 years of experience knew this craft of the past, the science of converting products into sustainable services and now we can confidently call them as ITSM experts. We are in a really strange situation right now when we are faced with a major change because it is normal to face new situations with little knowledge.
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Service management frameworks for businesses
It was the year 2007, I was teaching ISO 20000 for the IT staff of a hospital in northern Spain. The classroom was on the second floor near the Quality department. During the course, while examining the processes, a consultant drew a parallel between IT maintenance and maintenance in the health sector and more particularly in the hospital. He asked if the ISO 20000 standard should be used to support health services.
At that time, the application of the standard’s concepts and methods to the healthcare sector was perfectly viable and could be applied to any other service model. Of course, I admitted that I didn’t know anything about the healthcare industry, and questioned the application of a computer system to the main governing business model. I have never forgotten this experience. I am now sure that we can save the experience of ITSM experts to help the company not only to adapt to a “Business as a Service” model, but also to support it with technology, and with technology at heart.
New managers need the help of service managers and ITSM experts to formulate a service model that can be a key task in the digital transformation journey. But remember, this is also a technological issue.
First of all, you must:
Realize the tremendous opportunity that this global change brings. Adopt a model to measure its impact in your industry.
Update your knowledge on ITSM frameworks, best practices and methods. Any method older than 5 years will have to adapt, this does not necessarily mean obsolete. This means that you will have to adapt to new technologies, especially disruptive technologies. And yes, Agile too!
Review the service strategy plan, capacity plan, and continuity plan.
Shift from an IT mindset to a business mindset.
Start helping everyone in the business understand and adapt to a service culture.
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