Conclusion: To respond to the digital world challenges, many organisations are transforming their operations to multi-Cloud to reduce cost, improve service efficiency and contain business risks. As a result, the multi-Cloud availability has become a critical success factor. In some cases, multi-Cloud complex architecture weaknesses have resulted in service outages and allowed ransomware attacks to severely impact business operations. The new generation ITSM tools provide effective backup and recovery facilities that are worth investigation to mitigate multi-Cloud exposures to failure.

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Wissam Raffoul

About The Advisor

Wissam Raffoul

Dr. Wissam Raffoul is an IBRS advisor who specialises in transforming IT groups into service organisations, with particular expertise in IT Service Management (ITSM), process optimisation, outsourcing and Cloud strategies, enterprise systems management solutions and business-centric IT strategies. Prior to joining IBRS in August 2013, he was General Manager strategic consulting in Dimension Data advising clients on applying technology to improve business performance. Prior to joining Dimension Data, he was a Vice President in Gartner/META Group and issued various research publications covering service delivery processes, centre-of-excellence models, managing outsourcing vendors, benchmarks, maturity models, IT procurement evolution and supply/demand models. In previous positions, he headed HP ITSM consulting Practice in Australia. He also acted as an infrastructure manager, reporting to the CIO at a number of large organisations in government and in the financial and petrochemical industries.