Modernizing ITSM - Cloud Service Management and Operations (CSMO)

Robert Barron


With the evolving landscape towards DevOps and cloud, IT Service Management (ITSM) has to change as well to stay relevant.

Cloud Service Management and Operations (CSMO) refers to the entirety of activities – organized in persona, processes, and tools – that are performed by an organization to plan, design, deliver, operate and control IT and Cloud. While many organizations are (or already have) adopted DevOps practices, these often emphasize the Dev part over the Ops.

This session will cover reference architectures for CSMO, and solutions for Incident Management and Problem Management. In addition to the tools, the session will further present the impact of DevOps in general and Cloud in particular on operational processes and the organization.


Photo of Robert Barron

Robert is a Senior Managing Consultant and member of the IBM Garage Solution Engineering group. Within the worldwide Garage Solution Engineering group, he is part of the Cloud Service Management and Operations (CSMO) team, working in all fields of CSMO and specializing in Site Reliability Engineering (SRE) and Chat Operations (ChatOps).

Robert joined IBM in 2007 and has held various positions in IBM, all in the field of Service Management. In total, he has over twenty years of experience in enterprise systems in multiple domains spanning development, technical leadership, project management and offering management.

Robert speaks at global conferences for IBM and creates assets that range from internal documentation to published books.

Lecture languages



Cloud & Data

Duration options

1 hour

Travel/delivery options

In-countryOutside of country: Open for discussionRemote via video conference



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