With the evolving landscape towards cloud, IT Service Management (ITSM) has to change as well to stay relevant. This session will highlight work done by the Cloud Architecture and Solution Engineering (CASE) workstream on Cloud Service Management and Operations (CSMO). CSMO refers to the entirety of activities – organized in persona, processes, and tools – that are performed by an organization to plan, design, deliver, operate and control IT and Cloud services offered to customers. We will cover reference architectures for CSMO, and its solutions for Incident Management and Problem Management. We will show the tool chain implemented by CASE using relevant IBM and 3rd party capabilities. In addition to the tools, we will further present the impact of Cloud on processes and the organization. In closing, the recent addition to the Bluemix Garage offering for Service Management is presented, supporting clients in this transformation. Speaker: Ingo Averdunk, IBM Distinguished Engineer, Cloud Architecture and Solution Engineering, IBM Cloud
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