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Fusion13 Highlights Cloud ITSM

I spent the last four days in Nashville, TN for the Fusion13 Service Management conference, and, as I always am at events like these, I was impressed with the energy and excitement around ITSM.

Beyond the workshops and keynote presentations, the Expo Hall was packed with attendees, all of whom were eager to discuss the future of IT service management. Perhaps most telling, though, was the strong presence of cloud solutions at the event. The theme of cloud ITSM ran throughout the conference – with mentions in workshops and keynotes and cloud vendors in the Expo Hall – underscoring the fact that ITSM is really heading full force into the cloud.

Speaking with other attendees, I discovered that they also noticed the abundance of “cloud talk” at Fusion and were particularly interested in discussions around the reliability of the cloud and the SaaS cloud model. And their interest was peaked for good reason, as these topics represent not only the future of ITSM, but also the future of all kinds of enterprise technology solutions.

Another major highlight of the Fusion13 conference was ServiceNow’s presentation on IT transformation. Delivered on the show floor, the presentation provided insight into the increasing business pressures that are placed on IT and how proper service management can help alleviate these pressures and change the business’ perception of IT for the better. Some key takeaways included the need to identify proper metrics and benchmarks and think beyond today to plan for future effectiveness. Perhaps most important was the idea that when it comes to managing data, understanding is knowledge.

In all, Fusion13 turned out to be a great experience and one that was very informative about both the current and future states of ITSM. On that note, I’ll leave you with some of my favorite tweets from the conference from ServiceNow’s Senior Product Marketing Manager, Stephen Mann:

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Cloud Sherpas [www.cloudsherpas.com] is a leading Google Apps Reseller, systems integrator and application developer. Our Google Apps Certified Deployment Specialists have migrated tens of thousands of users from legacy, on-premise messaging systems to Google Apps and Google App Engine. We help organizations adopt cloud computing to innovate and dramatically reduce their IT expenses. SherpaTools for Google Apps [www.sherpatools.com] is a free app from Cloud Sherpas that enhances the functionality and ease-of-use of Google Apps for both administrators and end-users.