White Paper: IT Service Management and Cloud Computing

Joey van Kuilenburg / 28 January 2015

White Paper IT Service Management and Cloud Computing

Mark O’Loughlin

This white paper sets out to describe at a high level what cloud computing is, how cloud computing is a disruptive innovation and what this means to IT organizations across the globe. Under examination will be the effect of cloud computing on existing IT management practices, including IT service management (ITSM) and ITIL® best practices.

The paper contains a number of real-life examples where current approaches require some adaption to cater for cloud computing. The summary concludes with an approach on how an IT organization can retain its current ITIL best practices in an environment using and adopting cloud computing and cloud based services.

White Paper: IT Service Management and Cloud Computing


Mark O’Loughlin is the Service Management Principal for I.T. Alliance and Auxilion. In addition Mark is a service architect, consultant, author, speaker and trainer and a former director at itSMF Ireland. Mark is also the founder, Managing Director and Principal Consultant of Red Circle Strategies, specialising in cloud and service management consulting. A director at the CCC, Mark is actively involved in creating and promoting and teaching best practices for cloud computing and service management.

Mark is the Lead Author and Architect of the Professional Cloud Service Management course and certificate for the CCC. Mark was one of the first people globally to be awarded the ITIL Master accreditation, is an ITIL Expert and is the author of ‘The Service Catalog – A Practitioner Guide’.


AXELOS would like to thank the following for reviewing this white paper:

Marcel Heilijgers is the Executive Director of the CCC. Prior to joining the CCC, he drove Marketing Strategy towards the adoption of Microsoft’s open cloud solutions across Central and Eastern Europe.

Patricia Fridman is a PM & IT Consultant and a freelance EXIN Accredited trainer ITIL®. Jayson Kurisinkal is Lead Consultant at Infosys Ltd.
Zenith Law is CEO of Zenospace Ltd.

The Professional Cloud Service Manager (PCSM) Certification

Enables participants to design and deliver cloud services. The certification provides a hands-on, practical approach to understanding how cloud computing and cloud-based services impact operations, and how to adapt existing processes to deliver better services. Learn More

Never miss an interesting article

Get our latest news, tutorials, guides, tips & deals delivered to your inbox.

Please enter your name.
Please enter a valid email address.
Please check the required field.
Something went wrong. Please check your entries and try again.

Keep learning


Digital Disruption in IT Service Management

You have probably noticed some fundamental shifts in the world of IT in recent years. This shift has proliferated through to both the IT function...
blond-hair-board-desk-1181534 (Large) (1)

ITIL 4 and cloud-based services

Have you noticed how the world of IT is changing in recent years? Have you also noticed how your role, responsibilities and current work practices...
MaxPixel.freegreatpicture.com-Youtube-Peliculas-Movie-Netflix-Video-Digital-3733812 (1)

How embracing digital gives any industry an advantage

We have all come across the famous proverb “There is nothing permanent except change”. Today, technology is advancing so rapidly making it difficult for organizations...