Bureaucracy gone mad: when process gets in the way of service management

I had two interesting discussions over the past few weeks; one with an IT manager and the other with Rhett Glause and Matt French from Service-Now. Both discussions related to the issue of managing service processes in a complex computing environments.  Let me start with the IT manager. He is charged with taking his organization’s web presence from 1990s architecture into a modern Web 2.0 design that will enable better support for customers and partners.  It is a big effort with lots of interaction with the customer facing departments about what they want and with the IT organization about how this new environment will be supported.  Now, this part isn’t out of the ordinary and this is not what this manager was having problems with.  He was being driven crazy by process. The company he works for is devoted to ITIL (Information Technology Infrastructure Library). ITIL is a set of best practices designed to help companies create environments that have a common way to troubleshoot problems with managing complex services.  They are intended as guidelines – not step-by-step instructions about how to managing service processes. In fact, ITIL best practices mandate that you need to start with your strategy for managing services before you get involved in the details.

The IT manager’s problem is that his company’s IT department was so embroiled in process that it was causing excessive delays in getting to a solution. It has a Configuration Management Database (CMDB) —  a repository for all of the details about an application environment including who can change something; how a service or an application is configured and what the change management process is. This company’s problem is that it has set up a change review board that has to review and approve every change for the new environment.  Therefore, something that should take a few days to develop is taking six month of endless meetings.  In other words, the IT manager’s organization is too caught up in process so that it actually crippling the ability to get the job done.  According to the IT manager, “It’s bureaucracy gone mad! This approach will not help make IT more responsive; it will do the opposite.”

I thought about the discussion in context with a great call I had with Matt French, director of marketing and product strategy and Rhett Glauser, communications manager at Service-Now, an IT service desk software as a service company.  What did they think of my friend’s tale of woe? They agreed that this is a common perspective that they hear from customers.  Many customers are beginning to understand that they have to take a pragmatic view of process.  Their top recommendation was that companies should approach ITIL in a phrased approach.

So, here are some recommendations about how to handle process in context with driving business value:

• Establish a light-weight CMDB by only focusing on configuration items that the organization really needs. If a process isn’t likely to change, it might not be necessary to track that process.  You don’t need a change management process for everything.
• Get IT management to take a step back from relying too heavily on IT processes. Rather management needs to be focused on what is important to business management and then execute in a pragmatic way.
• Every service should have a business owner who can make decisions.
• When a change management process is required make sure that there is a change advisory board. There needs to be one person who has the authority to manage that change in the context of the business drivers. The change management board should expedite process and should not become a bottleneck.

In the end it is about common sense. If IT organizations are going to be effective in managing business requirements they have to look at service management in context with the overall priorities of the business. This was the key message our team was aiming for when we wrote Service Management for Dummies. Service management is increasingly defining not only how we manage IT environments but how we managed businesses. Therefore a streamlined view of process management will be the difference between success and failure.

Is cloud security really different than data center security?

Almost every conversation I have had over the past year or so always comes back to security in the cloud.  Is it really secure? Or we are thinking about implementing the cloud but we are worried about security.  There are, of course, good reasons to plan a cloud security strategy. But in a sense, it is no different than planning a security strategy for your company. But it is the big scary cloud! Well, before I list the top then issues I would like to say one thing: if you think you need an entirely different security strategy for the cloud, you may not have a comprehensive security strategy to start with.  Yes, you have to make sure that you cloud provider has a sophisticated approach to security. However, what about your Internet service provider? What about the level of security within your own IT department? Can you throw stones if you live in a glass house (yes, that is a pun…sorry)?  So, before you start fretting about security in the cloud, get your own house in order.  Do you have an identity management plan? Do you ensure that one individual within the data center can’t control all of the data within a single environment to minimize risks? If you don’t have a well executed internal security plan, you aren’t ready for the cloud.  But let’s say that you have fixed that problem and you are ready to really plan your cloud security strategy. So, here five of the issues to consider. If you have others, let’s start a conversation.

1. You need to start at the beginning with understanding the characteristics of your cloud provider. Is the company well funded? Is its data center designed with security at the center? Your level of scrutiny will also depend on how you are using the cloud. If you are using Infrastructure as a Service for a short term project there is less risk than if you are planning to use a cloud to store important customer data.

2. How is your cloud provider implementing security in a multi-tenant environment? How do they ensure that one customer’s data doesn’t impact another customer’s data?

3. Does your cloud provider give you the ability to monitor security of your data in the cloud? This will be important both for compliance and to keep track of your own security policies.

4. Does your cloud provider encrypt your critical data? If not, why not?

5. Does your cloud provider give you the ability to control who is allowed to access your information based on roles and authorization? Does the cloud provider support federated identity management? This is basic security best practices.

Now you are probably saying to yourself that this isn’t rocket science. These are fundamental security approaches that any data center should follow. I recommend that you take a look at a great document published by the Cloud Security Alliance that details many of the key issues surrounding security in the cloud. So, I guess my principle message is that cloud security is not different than security in any data center.  But the market does not seem to understand this because the perception is that a cloud is somehow not a data center that can be secured with regular old security. I think that we will see something interesting happen because of this perception: cloud vendors will begin to charge a premium for really good security.  In fact, this is already happening.  Vendors like Amazon and Salesforce are offering segregated implementations of their environments to customers who don’t trust their ordinary security approaches.  This will work in the short term primarily because during this early phase of the cloud there is not enough focus on security. Long term, as the market matures, cloud vendors will have to demonstrate their ability to provide a secure environment based on basic security best practices. In the meantime, cloud vendors will rake in the cash for premium secure cloud services.

Unintended consequences of the cloud – part II

As I was pointing out yesterday, there are many unintended consequences from any emerging technology platform — the cloud will be no exception. So, here are my next three picks for unintended consequences from the evolution of cloud computing:

4. The cloud will disrupt traditional computing sales models. I think that Larry Ellison is right to rant about Cloud Computing. He is clearly aware that if cloud computing becomes the preferred way for customers to purchase software the traditional model of paying maintenance on applications will change dramatically.  Clearly,  vendors can simply roll in the maintenance stream into the per user per month pricing. However, as I pointed out in Part I, prices will inevitably go down as competition for customers expands. There there will come a time when the vast sums of money collected to maintain software versions will seem a bit old fashioned. In fact, that will be one of the most important unintended consequences and will have a very disruptive effect on the economic models of computing. It has the potential to change the power dynamics of the entire hardware and software industries.The winners will be the customers and smart vendors who figure out how to make money without direct maintenance revenue. Like every other unintended consequence there will be new models emerging that will emerge that will make some really cleaver vendors very successful. But don’t ask me what they are. It is just too early to know.

5. The market for managing cloud services will boom. While service management vendors do pretty well today managing data center based systems, the cloud environment will make these vendors king of the hill.  Think about it like this. You are a company that is moving to the cloud. You have seven different software as a service offerings from seven different vendors. You also have a small private cloud that you use to provision critical customer data. You also use a public cloud for some large scale testing. In addition, any new software development is done with a public cloud and then moved into the private cloud when it is completed. Existing workloads like ERP systems and legacy systems of record remain in the data center. All of these components put together are the enterprise computing environment. So, what is the service level of this composite environment? How do you ensure that you are compliant across these environment? Can you ensure security and performance standards? A new generation of products and maybe a new generation of vendors will rake in a lot of cash solving this one.

6. What will processes look like in the cloud. Like data, processes will have to be decoupled from the applications that they are an integral part of the applications of record. Now I don’t expect that we will rip processes out of every system of record. In fact, static systems such as ERP, HR, etc. will have tightly integrated processes. However, the dynamic processes that need to change as the business changes will have to be designed without these constraints. They will become trusted processes — sort of like business services that are codified but can be reconfigured when the business model changes.  This will probably happen anyway with the emergence of Service Oriented Architectures. However, with the flexibility of cloud environment, this trend will accelerate. The need to have independent process and process models may have the potential of creating a brand new market.

I am happy to add more unintended consequences to my top six. Send me your comments and we can start a part III reflecting your ideas.

Has Service Management become Business Management?

Having just completed Service Management for Dummies (scheduled to be in the book stores in June), I have taken a step back to think about what I learned from the process. When our team first started the research process a lot of people I talked to wanted to know if we were writing a book about ITIL 3.0 best practices. So, the answer is of course we covered ITIL 3.0 best practices. However, as part of our research and indepth discussions with customers it became apparent that there is something bigger happening here that transcends IT.  I am not sure that this issue has been noticed out there in the world of management of services but it is real and encouraging.  Corporate management is beginning to notice that much of their physical infrastructure and the components that are the essence of their corporate existence are technology enabled.  The X-ray that used to be stored on a piece of film and stored in a file cabinet is now digitized. The automobile is now managed by sensors and other computers. Security of physical buildings is computerized. The factory floor is a complex system. Of course, I could go on for months with lists that include RFID and the like. But I think I have made the point that increasingly everything must be thought of as a system, not just the servers and desktops and networks that sit in the data center.

In my view, this is why the service management arena is getting to be so exciting. Many of the CIOs that our team interviewed for Service Management for Dummies echoed this level of excitement.  These executives are finding that applying service management principles to both the physical and IT world is transformational. It means that organizations can have a greater ability to take a holistic approach to managing their companies from a holistic perspective.

In the book, our team uses the example of the ATM machine to make the point. The ATM is a relatively simple automated device that requires a matching of a customer number with an ID code. It requires that a request for cash from the consumer be matched with the availability of funds from that bank or one of its partner’s banks. It requires the ability to do the accounting to provide the customer with a receipt that states how much money was withdrawn and how much is left in the account.  And there is more! Behind that customer action that might take all of 5 seconds is a huge infrastructure: a data center, a security infrastructure, a sensor that detects of the machine itself is experiencing a problem. There is a network of trucks managed by a third party company that ensures that the trucks deliver cash to replenish the ATM machine. There are even more parts to this world that I am not mentioning — so forgive me. But what is most interesting is that all of these mini-ecosystems are intertwined. What if the bank’s management decides to save money by selecting a new cash delivery network. This company promises great service at a fraction of the cost. To save money the bank goes with the new service only to discover that its drivers are unreliable and cash is often not delivered in a timely manner.  Even if the ATM networks works well, the data center is flawless, and the security is solid, the bank is not able to deliver satisfaction to its customers because there is no cash.

The bottom line is that service management is becoming a corporate issue — not just an IT issue. The secret to service management is about the customer, partner, supplier, and employee experience. Like every other technology transformation over the past couple of decades, mature technology initiatives become management initiatives. Increasingly, service management is being tied to the key performance indicators of the business. Therefore, it is imperative that IT management understand the goals of corporate management as well as the needs of internal and external customers.

My Top Eleven Predictions for 2009 (I bet you thought there would be only ten)

What a difference a year makes. The past year was filled with a lot of interesting innovations and market shifts. For example, Software as a Service went from being something for small companies or departments within large ones to a mainstream option.  Real customers are beginning to solve real business problems with service oriented architecture.  The latest hype is around Cloud Computing – afterall, the software industry seems to need hype to survive. As we look forward into 2009, it is going to be a very different and difficult year but one that will be full of some surprising twists and turns.  Here are my top predictions for the coming year.
One. Software as a Service (SaaS) goes mainstream. It isn’t just for small companies anymore. While this has been happening slowly and steadily, it is rapidly becoming mainstream because with the dramatic cuts in capital budgets companies are going to fulfill their needs with SaaS.  While companies like SalesForce.com have been the successful pioneers, the big guys (like IBM, Oracle, Microsoft, and HP) are going to make a major push for dominance and strong partner ecosystems.
Two. Tough economic times favor the big and stable technology companies. Yes, these companies will trim expenses and cut back like everyone else. However, customers will be less willing to bet the farm on emerging startups with cool technology. The only way emerging companies will survive is to do what I call “follow the pain”. In other words, come up with compelling technology that solves really tough problems that others can’t do. They need to fill the white space that the big vendors have not filled yet. The best option for emerging companies is to use this time when people will be hiding under their beds to get aggressive and show value to customers and prospects. It is best to shout when everyone else is quiet. You will be heard!
Three.  The Service Oriented Architecture market enters the post hype phase. This is actually good news. We have had in-depth discussions with almost 30 companies for the second edition of SOA for Dummies (coming out December 19th). They are all finding business benefit from the transition. They are all view SOA as a journey – not a project.  So, there will be less noise in the market but more good work getting done.
Four. Service Management gets hot. This has long been an important area whether companies were looking at automating data centers or managing process tied to business metrics.  So, what is different? Companies are starting to seriously plan a service management strategy tied both to customer experience and satisfaction. They are tying this objective to their physical assets, their IT environment, and their business process across the company. There will be vendor consolidation and a lot of innovation in this area.
Five. The desktop takes a beating in a tough economy. When times get tough companies look for ways to cut back and I expect that the desktop will be an area where companies will delay replacement of existing PCs. They will make do with what they have or they will expand their virtualization implementation.
Six. The Cloud grows more serious. Cloud computing has actually been around since early time sharing days if we are to be honest with each other.  However, there is a difference is the emerging technologies like multi-tenancy that make this approach to shared resources different. Just as companies are moving to SaaS because of economic reasons, companies will move to Clouds with the same goal – decreasing capital expenditures.  Companies will start to have to gain an understanding of the impact of trusting a third party provider. Performance, scalability, predictability, and security are not guaranteed just because some company offers a cloud. Service management of the cloud will become a key success factors. And there will be plenty of problems to go around next year.
Seven. There will be tech companies that fail in 2009. Not all companies will make it through this financial crisis.  Even large companies with cash will be potentially on the failure list.  I predict that Sun Microsystems, for example, will fail to remain intact.  I expect that company will be broken apart.  It could be that the hardware assets could be sold to its partner Fujitsu while pieces of software could be sold off as well.  It is hard to see how a company without a well-crafted software strategy and execution model can remain financially viable. Similarly, companies without a focus on the consumer market will have a tough time in the coming year.
Eight. Open Source will soar in this tight market. Open Source companies are in a good position in this type of market—with a caveat.  There is a danger for customers to simply adopt an open source solution unless there is a strong commercial support structure behind it. Companies that offer commercial open source will emerge as strong players.
Nine.  Software goes vertical. I am not talking about packaged software. I anticipate that more and more companies will begin to package everything based on a solutions focus. Even middleware, data management, security, and process management will be packaged so that customers will spend less time building and more time configuring. This will have an impact in the next decade on the way systems integrators will make (or not make) money.
Ten. Appliances become a software platform of choice for customers. Hardware appliances have been around for a number of years and are growing in acceptance and capability.  This trend will accelerate in the coming year.  The most common solutions used with appliances include security, storage, and data warehousing. The appliance platform will expand dramatically this coming year.  More software solutions will be sold with prepackaged solutions to make the acceptance rate for complex enterprise software easier.

Eleven. Companies will spend money on anticipation management. Companies must be able to use their information resources to understand where things are going. Being able to anticipate trends and customer needs is critical.  Therefore, one of the bright spots this coming year will be the need to spend money getting a handle on data.  Companies will need to understand not just what happened last year but where they should invest for the future. They cannot do this without understanding their data.

The bottom line is that 2009 will be a complicated year for software.  There will be many companies without a compelling solution to customer pain will and should fail. The market favors safe companies. As in any down market, some companies will focus on avoiding any risk and waiting. The smart companies – both providers and users of software will take advantage of the rough market to plan for innovation and success when things improve – and they always do.

Taking the Pulse of The New Tivoli

It is ironic that I was at the first Tivoli user conference called Planet Tivoli back in the early 1990s. Now, I am sitting at Tivoli’s first full blown user conference called Pulse. Pulse is very much like Tivoli itself, it is a combination of the Netcool, Maximo, and Tivoli user conferences. Over the past several years, IBM has had the challenge of taking its portfolio of individual products, rationalize them and create a management platform. One of the most fortunate events that helped Tivoli is the growing importance of service management. Service Management, the ability to manage a highly distributed computing environment in a consistent and predictable manner. Therefore, all of Tivoli’s offerings can be defined from this perspective. IBM’s Al Zolar, who runs the Tivoli organization said in his opening remarks that Tivoli common goal across its portfolio is to assure the effective delivery of services.

One of the interesting aspects of IBM’s management strategy is that the company intends to apply the idea of service management beyond IT operations. “Everything needs to be managed,” says Steve Mills, the senior vice president and GM of the software business. He points to many industries that are increasingly enabling intelligence into everything from trucks to assembly lines. Therefore, everything is becoming a manageable system. Companies are increasingly using RDIF tags to track products and equipment, for example. As everything becomes a “virtual system” — everything becomes a service to be managed. What an interesting opportunity and makes it clear by IBM would have bought a company like Maximo — a company that manages physical assets.

So, it is becoming clear that Tivoli is reinventing itself by focusing on service management in the broader corporate perspective. At the foundational level, Tivoli is looking at what the foundational services that are required to make this a viable strategy. I liked the fact that Zolar focused on Identity Management as one of the foundational services. Without managing the identity of the user or the device in a highly distributed environment, service management might work but it couldn’t be trusted.

Another major focal point for IBM’s emerging service management strategy is process automation. Now, this isn’t a surprise since process is the foundation of traditional operations management. However, it has a broader persona as well that transcends operations management. As we move to a more service oriented architecture, service management takes on a broader and more strategic role in the organization. You aren’t just managing the physical servers running applications but you are looking at managing an environment that requires the integration of business services, middleware, transactions, and a variety physical assets. Some of these pieces will be located at the client site while others might live in the cloud and yet others will live in a partner’s environment. These sets of virtual services have to be managed as though they are a physical system. Therefore, they are responsible for managing a meaningful process flow that is in compliance with corporate and IT governance rules. And all of this has to be done in a way that doesn’t require so many people that it is not economically feasible.

From my discussions at Pulse, I came away with the understanding that this is, in fact, IBM’s vision for service management. What is impressive is that IBM has taken begun to create a set of foundational services that are becoming the underpinnings of the Tivoli offerings. This metadata based framework was designed from some innovative (and very early technology) that came to IBM from the Candle acquisition. In fact, I had looked at this integration technology many years ago and always thought it was one of Candle’s crown jewels. I had wondered what happened to it — now I know.

IBM’s challenge will be to capitalize on this rationalization of its management assets. IBM has managed services it is offerings. IBM needs to be able to create an ecosystem based on its offerings so that it can compete with the emerging breed of cloud and service providers like Amazon.com and Google. It is becoming clear to me that customers and software vendors alike are looking for the emerging utility infrastructure providers. I think that with the right type of packaging, IBM could become a major player.

So, my take away from my first day at Pulse is this:

• Tivoli is working to create a set of foundational meta data level services that link its various managed service offerings.
• Because of the foundational services, Tivoli can now package its offerings in a much more effective way. It should make its offerings more competitive.
• Tivoli’s goal is to leverage its operational management expertise in software to move up the food chain and manage both the IT and the business process infrastructures
• Cloud computing is very important to IBM. It is still early but the investment is intense and being designed as the next generation of virtualization, SOA, and utility computing.
• Green IT and energy efficiency is a key driver of Tivoli’s emerging services as a growth engine.

One of the primary themes that I heard is the industrialization of computing as the foundation for IBM’s management services. Indeed, I have often said that we are at the beginning of a new era where we computing moves from being an art based on experimentation and hope. The next generation focused on software and infrastructure as a service are becoming a reality and the last mile will be the management of all of those resources and more. This management focus is an imperative as we move towards the industrialization of software and computing

Ten things I learned about CA

I spent part of last week at CA’s (Computer Associates in the old days) industry analyst meeting. My overall impression is very positive. CA is a complicated company with a complicated history. Often when a company has a near death experience, it either dies or changes. I have seen many companies that wither away — even if they don’t die completely. CA seems to be one of the exceptions. While it is hard to translate two full days of discussions and interactions into a couple of hundred words, I will put it in context with some of the ten key things I learned.

One. A focused approach. CA has selected three areas of concentration: enterprise management, governance, and security. This is a far cry from past decades where CA focused on hundreds of markets with thousands of product offerings. CA still has a boatload of mainframe products that it still sells but it has moved these products under a separate business unit.

Two. Enterprise IT Management remains a lynch pin offering. Management software has long been at the core of CA’s product offerings. The company has now divided its management portfolio into six discrete areas: service management, project and portfolio management (Clarity), application performance management (Wily), infrastructure management, security management, and datacenter automation (built on performance management and configuration management). Like IBM, CA is putting forth the idea that a customer can start with any one of these areas and then move to the next. Perhaps the fact that CEO, John Swainson started life inside IBM had something to do with that change. CA is building a case that it is architecting these product areas with a common foundation. It is an ambitious goal but a necessary one.

Three. The mainframe is still a money maker. CA remains committed to the mainframe market. It is experiencing strong growth — especially with the introduction of the z10.

Four. Focus, focus, focus. CA is getting very pragmatic under the operational leadership of president and COO, Mike Christenson. The company is focusing on its top 4,000 customers.

Five. Focus on systematizing governance. OK, so everyone is selling governance. CA is making good use of its Niku acquisition (reborn as Clarity) to become a player. In addition, the company is using some of its management technologies to support automation of governance. This is clearly an area where CA is investing.

Six. Security as core. The Netegrity acquisition has served CA well. It plays well in everything from SOA, governance, and virtualization. Securing highly distributed environments never goes out of style. ID Management is one of the key enablers across the portfolio.

Seven. Data Center Management is the most mature area of Enterprise Information Technology Management. I sat through a two hour deep dive about CA’s datacenter management offering. This is a big area, not just for CA but for everyone in the management space. The overall “vision” is to provide an overall unified infrastructure management platform. The offerings range from traditional systems management to network management. The focus of the team seems to be on providing integration points between modules across the product line — an ambitious plan.

Eight. CA likes Virtualization. CA is focused on virtual systems management. They are working to integrate virtualization management into their own offerings as well as offerings from partners. CA’s focus is around packaging management as a service — an obvious requirement if you are going to be a player in virtualization.

Nine. Getting focused on business services. CA is focusing a lot of attention on the area of business service management. I liked the approach of having a formal policy based automation engine. CA claims its differentiator is its ability to implement dynamic server provision.

Ten. CA does SOA. CA has been relatively quiet about SOA in the past. It was interesting that rather than producing a SOA product offering, CA is retooling its technology offerings as a set of SOA services with web services interfaces. Obviously, creating the interfaces is the easy part. But it is a step in the right direction.

The bottom line. CA is clearly a company on the move. It is living in a rough neighborhood with tough competitors. But I am impressed with some of the new thinking and some of the architectural approaches that are the foundation for the company’s product directions. CA has made the right acquisition moves that are paying off. Now, the proof will be in what acquisitions come next and the way CA will execute on the vision and directions.

I love the smell of acquisitions in the morning: BMC Gets BladeLogic

The great thing about acquisitions is that it provides a lot of fodder for bloggers and pundits. And there have certainly been a lot lately. For example, just yesterday BMC finally got a data center automation company. It almost had landed OpsWare when HP swooped down and landed the deal. Now BMC is planning to purchase BladeLogic for about $800 million. This acquisition allows BMC to claim that it has all of the pieces to elevate its position in the data center automation market along side HP — its biggest rival. It also helps BMC demonstrate that it can use its cash to fund growth. BMC has more than a billion dollars in the bank and was under pressure to do something with the cash to fuel growth.

BMC has an interesting challenge. Much of the company’s growth has come from its acquisition of Remedy Software — which provides help desk automation solutions. While the company might have used Remedy as the center of its future strategy it decided to try for a bigger play. In 2004 it announced its Business Service Management strategy focused on providing measurement and management of IT resources from a business impact perspective.

The BladeLogic acquisition is a continuation of this strategy. BladeLogic adds more data center automation software into the platform. While this is a good move for BMC is not without risk. BMC has some much bigger and stronger competitors who seem the same potential for helping customers create a next generation computing environment. HP, for example, has a jump start on BMC through its Opsware acquisition. Ospware, now part of HP’s Business Technology Optimization (BTO) platform, adds to the depth of the HP management portfolio. In addition to HP’s some significant software assets for data center automation but HP has at least 15 of experience in both its consulting and outsourcing organization. In addition, HP picked up some significant talent from the Opsware team. IBM has been building its service management platform for years both through development and a slew of aquisitions too numerous to mention (I would definitely leave a couple dozen out if I tried). IBM has begun to leverage its resources to build a significant in Service Management portfolio under the Tivoli brand. Tivoli has been working over the last few years to rearchitect these assets into a platform. Some interesting assets that IBM has put into the mix include management software such as Netcool and Micromuse to ISS Solutions for security management. IBM has a significant consulting, services, and outsourcing organization in management as well.

Two other companies that BMC has to be worried about: CA which has been quitely rearchitecting its managment platform over the last few years with good results and EMC which has been buying management assets over the past several years and is putting together a potentially powerful platform.

Why is data center automation and service management suddenly the rage?

The next generation data centers is a big deal because organizations are trying to consolidate the number of data centers they are managing and they are trying to make those resulting data centers more efficient in terms of resources and energy. These companies also want to be able to treat all of their systems and software as though they are a set of assets that can be moved around and reused in a safe and predictable way. At the same time, existing data center technology has been aging. During the tech downturn during the last recession, companies stopped buying and updating their infrastructure until they figured out how to absorb what they had already bought. While customers were doing this, massive changes were happening in the industry — most notable has been the rise of virtualization –everything from grid computing to server virtualization to desktop virtualization. Now, combine virtualization of resources with the ability to manage this combination of resources as though it were an integrated environment based on business needs. This is where we are headed. It is little wonder that the acquisitions are happening. I think that it only the beginning of the big players buying the resources they need to win.