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HCL Invests in Green Datacenter

Introducing the best of ITT practices where Saas/Cloud computing model provides impetus to HCL MTaaS model.

IT Service Management is an old and well-developed industry that has crossed various evolutionary stages. The most striking changes were seen in the late part of 90s and the early part of this decade in the way this industry began to deliver. . We will limit ourselves to viewing the particular path that ITSM has treaded. This has become a stepping stone for future development in this field.

The usage of IT by the CIOs for their organization was foremost to get an operational edge over others.  While business owners responded faster to their changing business requirements in order to monitor and improve business processes, the help of the CIOs was much solicited.

To ensure that the system worked across all levels covering hardware, software, data, workflow and processes, a business' IT organization was under pressure to automate operations management and to increase service levels.

 The top concerns of the CIOs at that time listed as per a 2006 study by International Data Corporation (IDC) on Dynamic IT Service Management (ITSM) are:

  1. Improved business agility: Capability to respond faster as per business needs.
  2. Improved business efficiency: Reducing the operational cost and removing complexity.
  3. Continuous better business: Stabilizing the reliability factor and providing strong platforms.

On quick review of that period that has set the basic rules for industrialization of service delivery, we peep into the future of ITSM. Thus ASP (Application Service Provider) model was the pioneer that promised to change the way service is being delivered. Hit by unfortunate myths emanating from bad marketing strategy and a recession following the dotcom crash and 9/11, the ASP model made a comeback in SaaS that later culminated into cloud computing.

Forrester Research described that the maturity of ASP, SaaS and Cloud Computing as being an adjoining milestones on road to smooth software service delivery model. The breakup of SaaS maturity model is as follows:

Outsourcing: Not SaaS. As per customer requirements, the ability and skill sets are very closely intertwined and the service provider cannot fathom very easily.

  1. ASP: Each business application instance is run on a dedicated server for every customer.
  2. Industrialized ASP: Providing service to many customers using single scalable platform by customizing the application configuration to each customer.
  3. Single-App SaaS: Providing one application to huge number of multiple clients with a web interface.
  4. Business-domain SaaS: Providing a wholesome package of applications in a domain.

We have been looking at software service delivery through ASP/SaaS and Cloud Computing so far. ITSM has showed the way followed by the SaaS maturity model. ITSM service providers followed the ITT-defined standards to deliver industrialized service model and also adopted the successes of SaaS model. Characterization of industrialization of ITSM as defined by IDC is:

  1. Best practices include increase in standardization of components and processes.
  2. The benefits it can deliver are more important rather than the details of the content.
  3. Continuous improvement in the process.

As in SaaS-cloud computing models, Heterogeneous environments across multiple clients have been managed by ITSM service providers with least manual intervention. Similar to SaaS, ITSM has been innovating fresh layers of modularization. Nevertheless, ITSM was different to Saas/Cloud Computing model in two important ways. It had to have a universal process that sticks together disparate environments into a one common interface at its Operations Bridge. Operations Bridge, for ITSM, is like an ATC that is important for its delivery model. Operations Bridge (Service Operation) is a physical location where IT Services and IT Infrastructure are monitored and managed.

An Operation bridge is responsible for

  1. Operations Management: How will IT maintain daily services (day-to-day)?
  2. Problem Management: How will IT eliminate main causes and stop future incidents?
  3. Incident Management: How will IT quickly react to service outages?

Thanks to the technologies and architectures abstraction that are becoming accessible over the past year, making Universal Operations Bridge a reality. New models around these technologies to provide highly available, scalable and easy to interface services are being build by ITSM service providers. Among the models, we perceive the potential of HCL's MTaaS service delivery platform that combines the of SaaS/Cloud Computing kind of pay-per-use service with on-premise solution for customers investing heavily in an ITSM software. The hybrid offering of HCL MTaaS is suitable for companies in transition phase to a Cloud-based model.

MTaaS introduces forward some advanced concepts and ideas in ITSM. Whereas virtualization and automation have been the mainstay of traditional ITSM service providers, HCL MTaaS model adopts the best practices from SaaS/Cloud Computing model and the ITT-defined processes. MTaaS Maturity Scorecard/Roadmap evaluates the effectiveness of process, technology and governance from the viewpoint of performance and customer service.

Reviewing our discussion on the characterization of ITSM industrialization, HCL MTaaS matches the three criteria defined by IDC.

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