Last spring, Yale elected to migrate from an on-premises IT management application to the cloud-based ServiceNow. The economic analysis indicated a positive cost advantage within 13 months. But security and compliance considerations were and always are going to be critical factors in cloud-computing decisions, Peters says. Like many IT pros, he found himself asking the questions, "Is the cloud safe? What are the potential risks?"
The answer, he says, is yes, there are risks, but not necessarily any more than in your own environment if the proper security and contractual arrangements can be put in place with the cloud provider. What's more, use of cloud services can help speed the adoption of best practices that would further safeguard the university.
Yale is using ServiceNow to further its support of IT service management practices that are codified in the Information Technology Infrastructure Library. ITIL spells out IT baselines that organizations can use in planning and implementation of IT services, and also to measure themselves against.
"With ServiceNow, we can rapidly stand up ITIL processes," says Peters, noting these involve everything from incident-request to change management, which influences the daily workflow for IT support staff and have a baring on integrity of the university's entire IT environment. The ServiceNow cloud service also impacts Yale's Tivoli Endpoint Management software distribution used to manage computers Yale owns.