Fundamental shifts such as cloud computing, mobile and social networking are redefining IT, the Fox IT, a subsidiary of U.K.-based 365 iT points out. There is a blurb from Gartner (News - Alert) on Fox IT’s web site that says “within five years one out of five companies will have 100 percent cloud-based IT infrastructures.”

Yet management processes have not adapted at the same rate of change, says Fox IT. And in response it has created ITSM (IT Service Management) 2.0, the details of which can be accessed via the same web pages where the Gartner blurb appears.

ITSM 2.0 is a new ITSM framework that has been designed to help organizations manage their IT functions in this shift, covering and integrating both on-premise and cloud infrastructures. ITSM 2.0, which is free to access online, is based on VMware’s virtualization and cloud solutions and is enabled by frameworks such as ITIL and Cobit. Investments already made in best practices can be used as a foundation for adoption of ITSM 2.0.

Says Fox IT, ITSM 2.0: “bridges the gap between new technologies and current management best practices, enabling organisations to successfully transform and integrate IT service delivery into the cloud.”

ITSM 2.0 complements other ITSM frameworks by defining process groups and mapping them to organizational functions. These include consumer management, portfolio management, zone management, private operations management and public operations management. It also gives specific, comprehensive guidance which embeds technology and processes.

Fox IT, by developing the ITSM 2.0 framework is creating a virtuous circle. “Leveraging VMware technology, the ITSM 2.0 framework will accelerate adoption of cloud and virtualisation technologies,” it says in a release.

“Significant changes in the technology market are revolutionising the way IT services are sourced and delivered,” says Paul Speers, managing director, Fox IT. “While this is good news for business, the increased speed and fluidity of change in modern environments present management challenges.”

“With 30 years’ experience in authoring, developing and implementing service management frameworks, we are convinced ITSM 2.0 represents a key milestone in moving to cloud based services,” adds Speers. “VMware’s unrivalled virtualisation and cloud expertise has been integral to the framework’s development, and we look forward to working with VMware in empowering organisations to realise the benefits of cloud more quickly.”

“As organisations move from a physical to a virtualised environment, and then onto a private or hybrid cloud, it’s crucial that IT Service Management keeps pace with this change,” says Mark Newton, regional director, U.K. and Ireland, VMware. “The innovation that Fox IT is bringing to market with ITSM 2.0 is welcome in order to move the people and process agenda forward with the technology.”

“As the global leader in virtualisation and cloud infrastructure, VMware has unrivalled expertise in reducing customers’ IT complexity and enabling them to achieve more flexible, agile service delivery,” adds Newton. “We support Fox IT’s initiative and are delighted it has selected VMware’s technology to deliver the ITSM 2.0 framework. We believe this next generation of IT Service Management will accelerate organisations’ move to the cloud and help ensure that, in the cloud, IT continues to provide the maximum value.”

The shift to the cloud, especially single-server virtualization arguably intensifies the need for ITIL processes and with this excellent ITIL training and certification. While there are fewer servers—and by extension less software that can get buggy and require updating, which saves on IT costs—that creates additional pressure to keep the ones in place fully operational and current.

The RCCSP Professional Education Alliance provides a comprehensive array of ITSM education and ITIL training and certification both in-person and where warranted virtually.