2. FitSM; Agile and lean service management the cloud way!

Author(s): 
Michel Drescher
Focus area: 
Cloud services for business - realising the innovation and growth potential for start-ups, SMEs and big corporations
Who stands to benefit and how: 
FitSM is a time and cost saving IT service management (SM) framework, originally developed in a federation context. FitSM is suitable for any organisation wishing to save time and cost in implementing, consolidating, or even optimising their IT service management system (SMS) by combining in a meaningful manner all important aspects of SMS: SM best practices, SMS process requirements, quality management, capability & maturity assessment, auditing. FitSM as a framework is freely available under a Creative Commons license, and comes with many guides, templates and examples.
Focus of your position paper: 
"When is 'good' going to be good enough?" FitSM is an IT service management framework that has been originally developed by the FedSM project. Since the end of the project, FitSM is owned and managed by the German not-for-profit IT management training organisation ITEMO e.V. With Cloud computing becoming ever more popular in the IT industry, one cannot but wonder how all these Cloud services are managed to adequate and sustainable service levels. Obviously, there are collections of best practices, and related standards for IT service management such as ITIL, ISO/IEC 20000 and others. However, these standards and specifications were written end developed in the IT service delivery era prior to Cloud computing, and in a world that is becoming agile and embracing lean methodologies, there is a clear need for a response in the IT service management discipline that fits in well in the overall cloud computing business model. Cloud computing is all about agile, elastic and responsive business models, and so should be the IT service management system. FitSM answers the question given at the beginning by meaningfully combining elements of ITIL, ISO/IEC 20000, ISO/IEC 27000, ISO/IEC 9000, CobIT and CMMI into a complete yet succinct set of specifications covering everything that is needed for an effective IT service management system covering all important aspects such as: * Which processes need to be put in place? * What are the minimal requirements for my service management system? * Who is responsible, accountable, consulted or informed? * Who does what in which process, procedure and task? * How mature is our system compared to our target level? * How can we assess our progress, and ensure continual improvement? FitSM provides these in easy to digest specifications, and puts these into context with ancillary guides, templates and samples for implementers to get immediately started. Through its development in the academic setting and beng supported by the European Commission, FitSM by nature took concerns and requirements of public administrations, academic institutes, and public policy makers into account, and therefore FitSM is designed to scale well from small service management systems to large deployments. Particularly, FitSM took heed of the needs of small academic institutes that provide services to their own communities, where professional (vulgo "near-perfect", and expensive) service management is not an option.