Red Hat cloud ITSM deal part of wider migration to cloud

Open-source software supplier Red Hat is using a cloud-based service management package in a move that supports the firm’s migration of its IT operation to the cloud

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Open-source software supplier Red Hat is using a cloud-based service management tool to support the firm’s migration of its IT operation to the cloud.

The company replaced its in-house ITSM tool with a cloud-based offering from ServiceNow.

Red hat CIO, Lee Congdon, said the company is moving to the cloud in search for agility, and that the company is finding better tools in the cloud.

Congdon said about 50% of business software the company uses are now cloud based, compared to about 10% five years ago. “We are trying to push to 70%,” he added. Red Hat also uses cloud-based software from Amazon, Jive and Salesforce.

The legacy IT workflow tools limited the effectiveness of IT to adapt to changing business needs.

ServiceNow IT Service Automation Suite consolidated the management of incidents, problems and changes into a global cloud-based single system of record for IT. This gives better visibility into resource utilisation, and can allocate resources to support new projects.

"Our legacy product showed us how difficult it is to run IT management servers ourselves. But now we're able to deliver services more effectively, more efficiently and more flexibly than if we were trying to set up IT service automation on premise,” said Congdon. 

He said the company has a strategy to be a cloud-based operation means he does not have to go through the process of convincing the business to move to the cloud.

Congdon said being the CIO of a technology supplier keeps him on his toes. “If someone in the organisation does not like something in IT they email me and copy the entire company in.”

He said this can be a good thing. “We have 6000 people with IT knowledge and I get feedback from them.”





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