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FCW : May 30, 2013
ExecTe c h ice management processes will simply react to unfore- seen incidents," Powell said. "An organization with more mature service management processes will execute [its] problem management process to determine the cause of any incident." The hurdles Perhaps the main question facing agencies is whether to go with an on-premise ITSM solution or opt for the cloud delivery model. Commercial enterprises typically favor SaaS- based ITSM, citing lower infrastructure costs and the ability to of oad day-to-day application management. Those factors attract government customers as well. "Going to the cloud freed me from the responsibility of building out a whole infrastructure," Halton said. In addition, disaster recovery becomes less of a burden because the vendor provides that service. When a problem arises at the vendor s main hosting facility in Culpeper, Va., NIST s ITSM service will switch to a backup location in Florida. "I don t have to coordinate that type of activity or worry about if I have enough infrastructure to do that," Halton said. The lack of security-certi ed SaaS ITSM vendors, how- ever, has hindered the government s ability to migrate to cloud technology. "The biggest challenge we had moving to the cloud had to do with [the Federal Information Secu- rity Management Act] and meeting those requirements," Halton said. Fortunately, ServiceNow was willing to work with NIST to meet FISMA standards and was granted an authority to operate (ATO) in June 2012. Along the way, NIST dis- covered that the General Services Administration was also pursuing ATO status for ServiceNow. The agencies worked together toward a solution that could be used across the federal government. GSA granted a Moderate ATO to Serv- iceNow in April. Halton said demand for cloud-based ITSM has been build- ing and noted that about a dozen agencies have inquired about NIST s ATO. Nevertheless, security concerns still keep some agen- cies away from the cloud. Schink said the military sector, in particular, will probably stick with on-premise solutions. "I just don t see them moving to the cloud very fast," he said. ■ 32 May 30, 2013 FCW.COM BIG DATA CHALLENGES BEST PRACTICES FOR MEETING ONLINE REPORT SPONSORED BY: CDW-G and EMC Special Report SIZING UP BIG DATA: 4 WAYS TO SUCCEED BIG DATA'S SECURITY IMPERATIVE BIG DATA HAS BIG POTENTIAL IN THE CLOUD BIG DATA GOES MOBILE VISUALIZATION DRIVES HOME BIG DATA'S VALUE TOPICS INCLUDE: TO LEARN MORE, VISIT: FCW.COM/2013BIGDATACHALLENGES
May 15, 2013
June 15, 2013