Page 6 - Customer context for Cloud Computing

 Governance: Cloud brings a significant shift in the focus of IT from “buy, build &
operate assets” to “integrate & orchestrate services”. This demands re-engineering
of core IT functions to support business transformation (creation of the digital
enterprise), to lower IT Total Cost of Ownership and to increase agility. Such
transformation will require cultural and organisational change, with a shift in
perceived value of technical skills and segregation of supply and demand
considerations
 The paradigm shift is from control to co-ordination, focussing on value-adding
activities (rather than pure cost control) and assuring the future role of the IT
organisation through business (rather than technology) alignment.

 for many organisations the transition to Cloud represents a long-term, evolutionary journey
rather that a “big switch”, necessitating critical re-examination of IT purpose and the Operating
Model. Throughout this journey, an increasingly complex network of externally-provides services
will need to be selected, procured, secured, operated and managed in a cohesive and integrated
manner, to ensure that the challenges and risks of Cloud Computing do not outweigh the potential
and actual benefits derived.

INTRODUCING THE CLOUD DISCUSSION FRAMEWORK

The Paradigm Shifts (described above) evidence the fact that from the perspective of the customer,
a decision to adopt Cloud services involves many factors and points of consideration that go far
beyond mere functional “fit” and commercial terms.

This in turn provides both and opportunity and an obligation for prospective Cloud Service Providers
– to become a true partner and engage in detailed consideration of critical aspects of the customer’s
IT Operating Model. This is essential to determine whether the correct conditions exist in the
customer’s particular environment and intended use-case – or whether there are gaps in capability
that will need to be remediated for successful adoption.

Such consideration is complex and requires the participation of many different stakeholders in the
customer organisation – both Business and IT – all of whom may have a different experience and/or
opinion of the merits or otherwise of Cloud Computing.

A Cloud Discussion Framework creates a structure for a comprehensive dialogue on the many topics
that might impact the successful use of Cloud, and provides a method for Cloud Service Providers to
engage with prospective customers in a confident and consistent manner, assess current capabilities
and propose actions to remediate any areas of weakness.

The Cloud Discussion Framework should be developed in the following manner:

1. For each Paradigm Shift identify the Stakeholders (Col 2) in the customer that would
be impacted by the shift or would influence any decision relating to it. Remember to
include both users/LoBs (the “demand side”) as well as IT (the “supply side”)

2. Determine Areas of Concern (Col 3) that might be applicable to these stakeholders –
these should be factors that could impact the successful outcome of the Cloud service

3. Identify what Capabilities (Col 4) would be needed in order to address the concerns.
Note that “capabilities” are not the same as products or product features – they
might be assessments, plans, policies, skills, functions, etc.

Author: Mike Spink Cloud Computing – The Customer Context Page 6 of 7
Version 2.0 (final) A White Paper for Cisco by Innovise ESM Spring 2015