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The Cloud Can Deliver Superior Service Management

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It seems like it was only yesterday when cloud computing  was the hot new buzzword in the IT industry. Today, it is a well-known phenomenon that most organizations are taking advantage of in one way or another. It represents the new age of computing where all tasks are based in the virtual world of the internet. The Cloud, as it is commonly known, is being used to run applications for both individuals and businesses. In this article we explore the evolution of the cloud and its role in transforming Service Management.

Cloud Computing

The concept of cloud computing is based on being able to share network resources just as we can get electricity from a network grid as we require it. It allows companies to change the scale of their computer based services according to the demand. Organizations can then decrease their costs by only paying for the resources that they are actually using in real time.

There are many successful companies such as Facebook, Uber and Salesforce who are employing cloud computing to provide services to their customers while having effective control over the service parameters. These services usually employ cloud servers which host all the information of the company. A user can then plug into this cloud to download the required information to a particular device.

Cloud computing has a potential for improving many applications. Service management is among the concepts that are being positively influenced by the presence of this fairly new technology. But before we answer how, let us first understand service management.


Service Management

Service management refers to managing the requests of delivering intangible components that are required in any business. This means that they cover the delivery and control of services which are simply tasks that are required during different stages in a business organization.

Good service management is all about reducing the time between the asking of the service to its delivery. It is a process that can truly improve After being streamlined and cloud computing is playing a major role in service management in this regard.


Digital Service Management

Like most management techniques and processes, service management has also gone digital. Most organizations now use software systems to divide the tasks among different members of their team and keep track of the progress on them. The software systems being used for digital service management also provide accurate estimates of work targets and improve the chances of successfully delivering high levels of performance.


Cloud Computing in Service Management

Cloud computing provides the complete package for service management in any organization. It can automate the processes that are involved during a typical service requirement. A well programmed cloud program can identify a request and send it to the relevant department within the organization. The employee can then work on this task immediately and deliver the required service with the fastest response time.

Cloud computing services therefore, speed up service management processes. They eliminate the need of using external communication tools such as emails and text messages and provide a platform where all services can be digitally accepted and delivered in a spontaneous manner. ServiceNow (link to, the leader in the Service Management space for example runs its ITSM, ITOM and Business management platform all on the same, always available cloud, elevating service management to a whole new level.

Another important aspect of cloud computing is that it brings in a “pay-per-need” approach to the service management industry where management costs can in fact, be lowered by fully automating service management activities in a company.

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