The Marriage Between Cloud and ITSM

The Marriage
Between Cloud
and ITSM

www.globalknowledge.com

Copyright © 2012 ITpreneurs. All rights reserved.
+1
800
COURSES
www.ITpreneurs.com

Your Presenters

Who? Corjan (CJ) Bast Jurian Burgers

Product Manager @ Independent:
What? ITpreneurs ITIL Expert (Tripple!)
ITIL Instructor
Cloud Instructor

Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com

Agenda
Personalities Compatibility or
Role Changes
Cloud vs ITSM Prenuptial

ITSM’s Personality Cloud SLA vs
Outsourcing SLA

1 2 3 4 5

Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 3

What Cloud ?

“It is not the strongest of the species that survive,
nor the most intelligent, but the one most responsive
to change.”
Charles Darwin ( 1809 – 1882 )

“Within two years, 80% of
Fortune 1000 enterprises will
use the Cloud”

80%
Source: Gartner
www.ITpreneurs.com

Cloud Computing

The World Is Changing :
Movies


Cloud Computing

Books


Cloud Computing

Music


Cloud Computing

The World Is Changing Our
World: IT


It Touches Every Aspect of Your Business

Understand The Impact

IT-Specialist Technical Services Vendor Management Account Management
Application Developer Client Infrastructure Specialist Buyer Client Relationship Representative
Application Integration & Middleware Computer Operator Contract Manager Service Level Manager
Solutions Specialist
Coordinator Contract Offering Developer Consultant
Application Manager
Customer Service Representative Procurement Strategic Sourcing Black Belt
Business Analyst
Data Center Specialist Specialist Business Consultant
Business Information Management
Specialist Deskside Support Representative Supplier Manager Information & Security Consultant
Data Management Support Specialist IMAC Coordinator Architect IT Management Consultant
Data Specialist Network Analyst Application Architect IT Strategy Consultant
Database Administrator Operations Analyst Business Architect Metrics Consultant
Infrastructure Specialist Operations Production Analyst Enterprise Architect Organisation Change Consultant
Network Services Specialist Security Delivery Specialist Information Architect Package Solution Consultant
Process Specialist Systems Administrator Infrastructure Architect Systems Management Consultant
Security Specialist Systems Support Specialist Integration Architect Test Consultant
Server Services Specialist Project Management Operations Architect
Service Coordinator Delivery Project Executive Security/Regulatory Architect
Systems Management Sales Specialist Measurements and Reporting Analyst Technical Solutions Architect
Systems Management Specialist Program Manager
Systems Programmer Project Manager
Test Environment Specialist Project Office Manager
Test Manager Quality Assurance Professional
= Technical training for these roles in
the current workforce based on hotspot analysis.
Test Specialist
= Significant impact on the role, role can
Web Hosting System Administrator
cease to exist

13
= New role

Scenario 1 – Creation of On
Premise Private Cloud

Application Manager
Business Analyst
Specialist Deskside Support Representative Supplier Manager Information & Security Consultant
Data Management Support Specialist IMAC Coordinator Architect IT Management Consultant
Data Specialist Network Analyst Application Architect IT Strategy Consultant
Database Administrator Operations Analyst Business Architect Metrics Consultant
Infrastructure Specialist Operations Production Analyst Enterprise Architect Organisation Change Consultant
Network Services Specialist Security Delivery Specialist Information Architect Package Solution Consultant
Process Specialist Systems Administrator Infrastructure Architect Systems Management Consultant
Security Specialist Systems Support Specialist Integration Architect Test Consultant
Server Services Specialist Project Management Operations Architect
Service Coordinator Delivery Project Executive Security/Regulatory Architect
Systems Management Sales Specialist Measurements and Reporting Analyst Technical Solutions Architect
Systems Management Specialist Program Manager
Test Manager Quality Assurance Professional = Technical training for these roles in
Test Specialist
Web Hosting System Administrator = Significant impact on the role, role can
cease to exist

14
= New role

Scenario 2 – Transition of business
critical applications to Enterprise Cloud

Application Manager
Business Analyst
Specialist Deskside Support Representative Supplier Manager Governance & Security Consultant
Data Management Support Specialist IMAC Coordinator Cloud Broker IT Management Consultant
Data Specialist Network Analyst IT Strategy Consultant
Architect
Database Administrator Operations Analyst Metrics Consultant
Application Architect
Infrastructure Specialist Operations Production Analyst Organisation Change Consultant
Business Architect
Network Services Specialist Security Delivery Specialist Package Solution Consultant
Enterprise Architect
Process Specialist Systems Administrator Systems Management Consultant
Information Architect
Security Specialist Systems Support Specialist Test Consultant
Infrastructure Architect
Server Services Specialist Project Management Integration Architect
Service Coordinator Delivery Project Executive Operations Architect
Systems Management Sales Specialist Measurements and Reporting Analyst Security/Regulatory Architect
Systems Management Specialist Program Manager Technical Solutions Architect
Test Manager Quality Assurance Professional = Technical training for these roles in
Test Specialist
Web Hosting System Administrator = Significant impact on the role, role can
cease to exist

15
= New role

Understanding
the Cloud
Personality


Cloud Service Providers:

Storage

Software

Applications


Models of Cloud Computing

Software as a Service
(SaaS), applications which
provide business value for
users

Platform as a Service (PaaS),
applications which provides
specialized software
components and programming
tools

Infrastructure as a Service
(IaaS), applications which
provides computing
infrastructure resources as
a service


Deployment Models

In addition to the cloud service models, there are also a
number of ways to deliver or roll out these cloud
services. In some of these deployment models, the
financial commitment lies with the organizations that
use these clouds.
•  Private Cloud
•  Community Cloud
•  Public Cloud
•  Hybrid Cloud


Solution to Problems

Virtualization and cloud computing overcome problems such as:

Cost of excess
capacity

Much capital
Running out of tied up in server
capacity
hardware


Understanding
the ITSM
Personality


Emerging Technologies

ITSM Focuses on

•  Improving Business – IT alignment
•  Providing guidance on processes, activities, and
roles within a service lifecycle framework to manage
and deliver IT services
•  Increasing end-users satisfaction
•  Increasing process efficiency (service strategy, service
design, service transition, service operations, continual
service improvement)

From the ITIL 2011 Syllabus: “Providers of IT services can
no longer afford to focus on technology (The Cloud?)
and their internal organization. They must now consider
the quality of the services they provide and focus on the
relationship with customers.”



ISO 20000 Service Management Processes
ISO 20000
Service Delivery Processes
Capacity Service Level Information
management Management Security
management

Service Service Budgeting and
Continuity and Reporting Accounting For
Availability IT Services
management
Central Processes
Configuration & Change
management
Release Relationship
Process Process
Resolution
Release Process Business
Management Relationship
Incident Management
Management
Supplier
management
Problem
Management

Source: http://www.qeindia.com/consulting-services.html


MOF

The Microsoft Operations Framework
(MOF) 4.0 service lifecycle
(source Microsoft)



ITIL

Adapted from ITIL Core © Crown 2012 Reproduced under licence from Cabinet Office


Compatibility or
Prenuptial



27


Cloud & ITIL

•  ITIL , it is relevant because it impacts all lifecycle stages in
Yes
•  Introduction of Cloud Computing changes the way IT services
are provided and the way IT service providers manage their
services

•  IT service providers can leverage the potential of Cloud
Computing to deliver robust offers but it also requires thorough
planning and strategizing


Looking at the
Compatibility



Both ITSM and Cloud reduce
cost and improve quality of:

•  People
•  Process
•  Technology




•  People
•  Process
•  Technology


Looking at the
Changes



Impact of ITIL on Cloud

Service Strategy Service Design Service Operation Service Transition

Demand Management Service Catalogue Request Fulfillment Change Management
Management

Service Portfolio Service Level Event Management Service Asset and
Management Management Configuration Management

Financial Management Supplier Management Incident Management Knowledge Management

Deployment, Decommission,
Capacity Management Problem Management and Transfer

Availability and Service Access Management
Continuity Management

Information Security
Management



ITSM Considerations when
adopting Cloud Computing

•  Define sourcing strategies in relation to Cloud
Computing
•  Design service based on Cloud Computing
•  Construct and roll out services based on
Cloud Computing
•  Monitoring the cloud computing environment
•  How to detect opportunities for improvement
when some part of that are outsourced?

3
6

ITSM Considerations when
adopting Cloud Computing
Financial Management for IT
Service Portfolio Management
Outsourcing Demand Management
Availability, Capacity,TSCM, Security Management
Change Management
Request Fulfillment
Event Management
Web portal / Service Catalogue Management
CSI
Business Relation Management


Cloud SLA

VS

Outsourcing SLA

Seven Topics in Cloud Computing
SLA’s VS Outsourcing SLA’s

1.  Chain Liability
2.  Contract Duration
3.  Exit Strategy
4.  Security
5.  Sharing Resources
6.  Internet dependability
7.  Financial Model


Chain Liability


Contract Duration


Exit Strategy


Security


Sharing Resources


Internet Dependability


Financial Models


How does your
role change?



Roles and Skills 1/3

•  Articulating the business value
•  Employing service-oriented architecture
•  Evaluating applicability of cloud service models




•  SLA
o  Mapping service level agreement (SLA) requirements to
offerings
o  Negotiating the parameters
o  Managing the contract
•  Configuration, integration, and provisioning of services
•  Managing workload on shared resources
•  Measuring, monitoring, metering, billing, and reporting




•  Understanding performance characteristics
•  Employing financial engineering
•  Managing security, access protection, and risk


•  ITIL is the accelerator: Redesign, Deploy, Manage

•  Use ITIL lifecycle concepts and process

•  Get Educated
–  ITIL Foundation & Cloud Essentials
–  Advanced Cloud & Advanced ITIL
–  ITIL 2011


Theory Practice


Contact Us

+1 800 214 6371 USA
+31 10 711 02 60 INT

corjan.bast@ITpreneurs.com
www.itpreneurs.com

www.globalknowledge.com
+1 800 Courses
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The Marriage Between Cloud and ITSM

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