Navigating the world of Service Management

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As we gear up for DTX Europe on the 4-5th October 2023, we’re excited to be starting a new series dedicated to everything Service Management. The aim of this series is to understand the importance of Service Management while exploring how to implement it seamlessly into service delivery. 

To kick off, let’s start by unravelling the foundations of Service Management, its role in delivering great customer experiences and some of the challenges. 

What is Service Management and why is it important?

The role of ‘Service Management’ is to provide services to IT that enable the smooth delivery of services to end users or consumers of them. Service Management teams tend to follow ITIL-based frameworks and processes. This enables them to deliver services in a standard way and benefit from industry best practices. 

You will likely know them as the Service Desk, Change Management, Configuration Management and Service Delivery teams, each with their own core responsibilities but together ensuring that IT delivers and runs services to a standard set of practices with the minimum of disruption to the rest of the organisation.

Service Management detection and challenges 

So what does service management actually entail? There are several practices and they vary from organisation to organisation but essentially you will have a group handling Incidents (interruptions to services that are unplanned or unexpected by the consumer of that service), Problems (looking at systemic issues within the IT Infrastructure and services), Change Management/Enablement (ensuring that change within the infrastructure and applications is undertaken in a coordinated fashion and with as little disruption to consumers as possible) and Configuration Management (Configuration Managers are responsible for ensuring that the IT estate is understood, provide a point of reference and documented, usually but not necessarily in a CMDB supporting the other teams in their goals).

For instance, at Cloudhouse, if an issue affects more than 50 people and persists for a long time, it is known as a ‘major incident.’ This term emphasises the urgency and scale of the issue; demanding immediate attention. When an issue persists and is not easily resolved, Service Management professionals begin a ‘problem investigation.’ This phase requires an examination of the technical infrastructure. The objective is to uncover the probable causes behind the issue or a series of related issues. 

Service Management teams work to determine where the issue started, what caused it, and how it has developed (if at all). The first step they need to take is to look over the last 24 hours; combing through recent changes and activity to pinpoint what might have triggered an error in the system. It could be due to a software update, a security breach or a software bug.

After sifting through the possibilities and once the Service Management teams have identified the cause, they then look into fixing it. Once they have identified a fix, they engage the Change Management/Enablement teams to identify the best time for implementation, while understanding the urgency, risk and approach for minimising impact to those unaffected. Additionally, the teams will ensure that the plans are in place to ensure the problem is not only resolved but also prevented from recurring.

The scenario above is of course a vastly simplified scenario and situations and conditions vary from organisation to organisation so your mileage may differ. However, as a high-level illustration, this is the general approach.

Simplifying Service Management

How can we help you enhance and enrich your Service Management processes? Cloudhouse Guardian is a configuration drift detection and management system that allows businesses to continuously monitor their entire system estate for updates and potential threats. As well as many other benefits, it allows your Service Management teams to have visibility over their systems and reduces the time taken to identify changes that have occurred within your estate. Ultimately cutting down the time to get an issue resolved and a customer back up and running. 

If you wish to discuss this topic further or just come and say hello, we will be at DTX Europe on the 4th and 5th of October – located in booth L30 in the ServiceDesk zone.

Not attending DTX Europe this year? Get in contact today, to discover how Cloudhouse can help you.

About Cloudhouse

Avatar photoCloudhouse is experienced in problematic application migration and config monitoring systems to fix the unfixable and modernise any IT estate – whether it’s run on-premises or in the cloud. With two proven solutions; Alchemy: Cloudhouse Application Packaging Solution modernises IT estates by fixing unfixable apps and moves them onto a supported operating system.

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How much does Cloudhouse cost? Down Arrow

Cloudhouse costs are split into two elements – the licensing required to deploy application compatibility packages, and the professional services needed to create the application compatibility packages.

Licensing is offered on a per user basis for desktop applications and a per server basis for server applications. There are discounts available based on volumes.

Professional Services costs are dependent on the nature and complexity of the application. We quote a cost for packaging once we have been able to see the application, or portfolio of applications.

Contact us here with your requirements and we will provide you with a quote.

Packaging and Maintaining Applications
Who is responsible for packaging desktop and server applications? Down Arrow

Cloudhouse provide the Professional Services to package applications.

Requirements for Test and Development Down Arrow

Cloudhouse recommend packaged applications are tested in the standard UAT environments used for natively installed applications, or applications packaged in App-V. The more representative the test environment is of the live environment, the greater the chance of finding any issues prior to go-live.

Updating Applications Down Arrow

Service packs and updates can be applied to the applications in a package using the Editor, refer to Updating, Editing and Maintaining Containers which describes how a new snapshot is created for the update, and how it is then applied to the package.

Who manages Cloudhouse operationally within an account? Down Arrow

Cloudhouse recommends the same team who manage the operations of native apps.

Automation and Deployment Down Arrow

Applications running in Application Compatibility Packages can be deployed, and managed with same tools, or scripts used to deploy natively installed applications e.g. SCCM, InTune, LAN Desk. Please refer to Supported 3rd Party Products and Versions for details.

How do we know which of our departments/ teams should support the Package? Down Arrow

The Cloudhouse Package does not include OS components, it only contains the packaged application plus Cloudhouse components. Cloudhouse recommend the same team that is responsible for supporting applications packaged with App-V, or delivered as natively installed applications, support Cloudhouse Application Compatibility Containers.

Documentation for Service Desk & Service Management Down Arrow

Full documentation is made available to Cloudhouse partners and customers as required.

Do Cloudhouse provide training? Down Arrow

Cloudhouse offers a full packaging service that can scale to meet any requirement. In the event, however, that a partner wishes to offer application compatibility packaging as part of a wider solution, Cloudhouse will work with that partner. Please contact us here for details.