The cloud and Saas services need common rulesITIL has been evolving since mid 80sIt is now regarded as de facto ITSM standardITSM have been supporting SaaS services for years – using ITILIf SaaS is not the single source then other platforms also need supporting
The most widely used definitions for cloud computing are supplied by the National Institute of Standards and Technology (NIST). The NIST is the federal technology agency that works with industry to develop and apply technology, measurements, and standards.National Institute of Standards and Technology (NIST)Agency of US Department of CommerceCloud Standards for:essential characteristicsdeployment modelsservice modelshttp://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pd
Essential Characteristics:On-demand self-service. A consumer can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service’s supplier. Broad network access. Capabilities are available over the network and accessed through standard mechanisms that promote use by heterogeneous thin or thick client platforms (e.g., mobile phones, laptops, and PDAs).Resource pooling. The supplier’s computing resources are pooled to serve multiple consumers using a multi-tenant model, with different physical and virtual resources dynamically assigned and reassigned according to consumer demand. There is a sense of location independence in that the customer generally has no control or knowledge over the exact location of the provided resources but may be able to specify location at a higher level of abstraction (e.g., country, state, or datacenter). Examples of resources include storage, processing, memory, network bandwidth, and virtual machines.Rapid elasticity. Capabilities can be rapidly and elastically provisioned, in some cases automatically, to quickly scale out and rapidly released to quickly scale in. To the consumer, the capabilities available for provisioning often appear to be unlimited and can be purchased in any quantity at any time.Measured Service. Cloud systems automatically control and optimize resource use by leveraging a metering capability at some level of abstraction appropriate to the type of service (e.g., storage, processing, bandwidth, and active user accounts). Resource usage can be monitored, controlled, and reported providing transparency for both the supplier and consumer of the utilized service.
Private cloud. The cloud infrastructure is operated solely for an organization. It may be managed by the organization or a third party and may exist on premise or off premise.Community cloud. The cloud infrastructure is shared by several organizations and supports a specific community that has shared concerns (e.g., mission, security requirements, policy, and compliance considerations). It may be managed by the organizations or a third party and may exist on premise or off premise.Public cloud. The cloud infrastructure is made available to the general public or a large industry group and is owned by an organization selling cloud services.Hybrid cloud. The cloud infrastructure is a composition of two or more clouds (private, community, or public) that remain unique entities but are bound together by standardized or proprietary technology that enables data and application portability (e.g., cloud bursting for load-balancing between clouds).Cloud Software as a Service (SaaS). The capability provided to the consumer is to use the supplier’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities, with the possible exception of limited user-specific application configuration settings.Cloud Platform as a Service (PaaS). The capability provided to the consumer is to deploy onto the cloud infrastructure consumer-created or acquired applications created using programming languages and tools supported by the supplier. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications and possibly application hosting environment configurations.Cloud Infrastructure as a Service (IaaS). The capability provided to the consumer is to provision processing, storage, networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications. The consumer does not manage or control the underlying cloud infrastructure but has control over operating systems, storage, deployed applications, and possibly limited control of select networking components (e.g., host firewalls).
SaaS is a double edged swordBusiness applications & ITSM tool setIf ITSM uses ITIL then so should SaaS services providersITIL could be the differentiator between providersThe ITIL tool set still needs to be used e.g. change and incident
ITIL v2 concentrated on Service Support and Service Deliver – good for the 90sITIL v3 has a life cycle approach which is ideal for SaaSThere is an emphasis shift from retro fitting to get it right first timeSelecting a SaaS tool is a science
Two party approach to IT Service Management does not work for cloud computingMind set has change along with the platform changeIt is dealing with the invisible and inaccessible as opposed to the here and nowIt is very difficult to leave SaaS once you have adopted SaaS
Each of the key ITIL phases has a role to play:StrategyDesignTransitionOperationContinual Service OperationFor both SaaS suppliers and Saas usersProcesses remain but the roles change
Just choosing SaaS is a strategic decisionDeciding which strategy to choose is a vital decision – in this case SaaSChoosing the correct product is the key to successA glance at the components of ITIL Strategy shows why
This is where the environment, infrastructure and security are all formedDesign turns the Strategy into realityA glance at the components of ITIL Design shows why
This is the point of convergence between platformsWhere traditional meets newKey factor is service validationA glance at the components of ITIL Transition shows why
This is where the SaaS product will be supported for the rest of its life cycleIncidents and problems will arise due to technology frictionIt is easier if ITSM is on the same platform as SaaSA glance at the components of ITIL Operation shows why
This is where key communications are undertakenImportant to provide data to SaaS suppliersA glance at the components of ITIL CSI shows why
Unless they are exclusively SaaS then they will need to integrate old and newITIL compliance is now de facto standard so it is a perfect yardstickAll of the components of ITIL still exist but the roles will changeCommon ground and common terminology with SaaS suppliersWhy would you not make your SaaS offering ITIL compliant?
BothThe SaaS supplier should be Pinkverified or at least aiming for itSame rule set means we all play the same game – American football and rugbyIT org will benefit from ITIL/SaaS better if they are compliant
Agility without discipline is a dangerous game to play – ask a Circus Trapeze artistAgility must be channelled often an excuse to avoid process such as change management
ITIL is being refreshed as we speakWhich of the ITIL disciplines are no longer relevant?SaaS is a means to an end and not modernBy looking at each ITIL process and asking who performs which role?By ensuing that the customer is involved by the SaaS supplier
That they have clearly defined operational and transitional processes in particularIncidentService deskProblemChangeAsset Availability/capacitySLAs
Getting the SaaS supplier on boardAgreeing clear lines of responsibilitySynchronising SaaS supplier and internal ITIL implementationsGetting local management buy-in especially if the business customer is also the contact point for the SaaS suppler
Appoint an ITIL/SaaS co-ordinatorThis is a team effort so get a contact point for ITIL from the SaaS supplierTogether identify the key common ITIL componentsProduce/alter processes as appropriateEstablish regular communications with SaaS/ITIL counterpartsUnderstand that ITSM can be both the customer and service manager for SaaS functions
SaaS ITIL compliance shows commitment to Service ManagementService Catalogs and Service portfolios are essential because they remove obstaclesITIL/SaaS needs a clear sponsorDo not let ITIL become an obsession even if SaaS supplier is not ITIL focused you should still be soSaaS service for business are best served with SaaS based ITSM toolsITIL and SaaS are compatible