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Cloud computing has significantly impacted how companies deliver and support applications. On the positive side, cloud computing has the potential to both increase end-user productivity and reduce infrastructure costs. But a less-desirable byproduct of the shift to cloud computing is that IT support teams must manage increasingly complex applications and infrastructure. This paper will systematically consider how the advent of cloud infrastructures has affected seven key IT service management processes using a hypothetical case study drawn from Savvis' customer experiences. The authors will follow the evolution of application infrastructure at "Folio Management Corporation" and then describe the company's deployment of these seven processes as FMC moves its applications into the cloud.
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