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Cloud Computing and Self-Service
 

Cloud Computing and Self-Service

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Malcolm Fry's presentation slides from his HDI Western Region speaking tour, June 2011

Malcolm Fry's presentation slides from his HDI Western Region speaking tour, June 2011

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  • 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).
  • 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

Cloud Computing and Self-Service Cloud Computing and Self-Service Presentation Transcript

  • Cloud computing and self-service; Are they the way ahead?
    WithMalcolm Fry
    “Someone told me long time ago
    There’s a calm before the storm
    I know. And it’s been coming for some time
    When it’s over so they say
    It’ll bring a sunny day
    I know, shining down like water
    I wanna know, have you ever seen the rain?
    I wanna know, have you ever seen the rain?
    Coming down on a sunny day?”
    - John Fogerty
  • Technology is changing everyday life
    I love being able to make my own choices in my own time
  • Life is now about…….
    Making your own decisions
    Deregulation
    Making your own choices
    Small world big options
    No waiting
    Portable technology
    Straight to the product
  • The world in our pocket
    Buy and sell
    Exchange information
    Limitless knowledge
    Instant news
    Virtual everything
    No international barriers
    New communities
    Business has changed
  • Child’s eye view
    Icons that no longer exist – Diskette
    Plasma/LED televisions
    Camera telephones capture everything
    Electronic home work submission
    Techno tool taught at school e.g. PowerPoint
    Maps? When you have Google earth?
    Just an extension of the Kindergarten
  • Not just children
    Direct to the Customer (DttC) services make life easy
    IT engages in a huge amount of work and deploys significant resources to make things seem so easy
    It is not just children - according to IMRG in December 2010 of £6.8 billion, equivalent to an average spend of £111 (approximately US$170) for every person in the UK.
  • SaaS needs Common rule sets
    The cloud and SaaS services
    ITIL evolution
    De facto ITSM standard
    ITSM already supports SaaS
    ETOM has ITIL compatibility
    Hybrid’s
  • Speaking a Common Language
    http://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pdf
    8
  • NIST Cloud definition
    “Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.
    This cloud model promotes availability and is composed of; five essential characteristics, three service models, and four deployment models.”
  • Deploymentmodels?private cloudcommunity cloudpublic cloudhybrid cloud
    10
  • 11
    Service
    Models?
    SaaS
    PaaS
    IaaS
  • Controls
    12
    control
    limited control
    no control
  • Supporting and Servicing
    SaaS is a double edged sword
  • ITIL v3 a logical approach
    • ITIL v2 concentrated on Service Support and Service Delivery
    • ITIL v3 has a life cycle approach
    • There is an emphasis shift from retro fitting
    • To get it right first time
    • Selecting a SaaS tool is a science
  • Role changing
    Two party approach to IT Service Management and cloud?
    Mind set and platform changes
    The invisible and inaccessible?
    It is very difficult to leave SaaS?
  • 5
    The five key ITIL phases
  • ITILService - strategy
  • ITILService - design
  • ITILService - transition
  • ITILService - operation
  • ITILService - CSI
  • Should ITSM use SaaS products?
    Yes because these are the NIST essential characteristics work better if ITIL is employed:
    on-demand self-service
    broad network access
    resource pooling
    rapid elasticity
    measured service
    It also easier to support a service that you understand
    Ideal if both SaaS supplier and ITSM are ITIL compliant
  • SaaS and ITIL
    SaaS maybe a current trend but old processes never die
    Or will SaaS eliminate
    Changes
    Incidents
    Availability
    Capacity
    etc?
  • Deregulation is the removal or simplification of government rules and regulations that constrain the operation of market forces. Deregulation does not mean elimination of laws against fraud or property rights but eliminating or reducing government control of how business is done, thereby moving toward a more laissez-faire, free market.
    It is different from liberalization, where more players enter in the market, but continues the regulation and guarantee of consumer rights and maximum and minimum prices.
    Cloud and Deregulation
    Cloud computing is the beginning of the deregulation of IT – maybe this should be at the beginning or even the theme
    IT
    of IT security or asset ownership
    IT
    for IT services.
    of service levels and fit for purpose
    IT
  • 8 Key Questions
  • 1. Why should organizations that are moving to SaaS care about ITIL?
    ITIL compliance is now de facto standard - a perfect yardstick
    All of the components of ITIL will still exist but the roles will change
    Common ground and common terminology with SaaS suppliers
    Why would you not make your SaaS offering ITIL compliant?
    Exclusively SaaS? No? Then you will need to integrate old and new
  • 2. Is it important for the SaaS supplier to be ITIL certified? Or is it more important that the IT organization be ITIL certified?
    Certification Award
    Certification Importance
    Both should be certified
    Supplier PinkVerified or similar
    Same rules = same game
    IT will benefit from compliance
    Subject
    Is it important for the SaaS supplier to be ITIL certified?
    Or is it more important that the IT organization be ITIL certified?
  • 3. How do you respond to comments that “ITIL just gets in the way of the agility of a SaaS platform”?
    Agility without discipline is dangerous
    Agility must be channelled to avoid circumventions
  • 4. How do you address comments that “ITIL is old school. SaaS is modern. How can the two converge? “
    ITIL is being refreshed as we speak
    Which of the ITIL disciplines are no longer relevant?
    SaaS is simply a means to an end
    By looking at each ITIL process and asking who performs which role?
    By ensuing that the customer is involved by the SaaS supplier
    SaaS an cloud rools the world
  • 5. What should IT organizations look for in regards to ITIL with a SaaS supplier?
    I
    MSD
    PMCMC
    O N F I G A S
    S E T M A V A I L M
    C A P M S L A P O R T F O L I O M
    I W I L L B U Y M A L C O L M A B E E R
  • 6. What are the biggest challenges IT organizations face with ITIL and  SaaS?
    Especially when BM is SaaS customer
    Getting SaaS supplier on board
    Getting local management buy-in
    Agreeing lines of responsibility
    Synchronising SaaS & Premises
  • 7. How can IT organizations best address these challenges?
    It’s a Team Game
    Get a contact point for ITIL from
    the SaaS supplier
    Jointly identify the key common
    ITIL components
    Produce/alter processes as appropriate
    Establish regular communications
    ITSM can be Customer and User
    Appoint an ITIL/SaaS co-ordinator
  • 8. What are some key observations?
    SaaS ITIL compliance = commitment to Service Management
    Service Catalogs and Service portfolios are essential because they remove obstacles
    ITIL/SaaS needs a clear sponsor
    Do not let ITIL become an obsession
    SaaS service for business are best served with SaaS based ITSM tools
    ITIL and SaaS are compatible
  • A new dichotomy
    Some companies are now competing internally for the same customers
    For example, it was reported that sales from the on-line Next Directory retail catalogue and Internet arm rose 15.3%
    While like-for-like store sales fell by 7.5%
    Here, we have two sales-driven divisions vying for the same customers
    Where would you invest?
  • The progression of IT Services
    Personal computers
    Dumb terminals
    Remote Job entry
    Batch
    Data Prep
    Data Control
    Agreed schedules
    Tech support
    SLAs
    Change Management
    Best Practices
    ITIL / Cobit
  • Quantum Change
    No longer just a cost centre now contributing to the bottom line
    In some cases FEFO is the bottom line
    GoToAssist
    Yahoo
    Google
    Amazon
    Facebook
    eBay
    Fully FEFO enabled
  • The new ROI function
    Now, it is not just Return On Investment but also Return On Insurance
    The aim is investing to avoid any potential service interruption to the customer, rather than saving revenue by reducing Service Management costs
    The question is not what does ITSM cost but what happens if we don’t investment in ITSM
    It is not until a major DttC application failure occurs that the full extent of the damage can be assessed
    The key is to identify DttC applications and make them as resistant and resilient as possible as possible to avoid unplanned downtime
    IT needs to both closely monitor key DttC services and protect against potential unplanned outages.
  • I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24
  • Changing the IT mindset
    It is obvious that traditional approaches to supporting IT services have to change
    IT can no longer work to targets that tolerate failure or complacency
    IT must adopting a 100% target for high FEFO ratings
    Whenever 100% is not hit IT should launch an investigation to find out why and stop this defect from occurring again or at least minimizing the risk.
  • Best Practices
    eTOM
    ITIL
    Six
    Sigma
    COBIT
    ISO
  • Blurring of Responsibilities
  • Blurring of Responsibilities
    There were clear lines of demarcation
    But what happens when FEFO kicks in and DttC services start to proliferate?
    Who does the external customer contact IT or a corporate customer service point?
    Who owns local support?
    The key point here is to identify those areas where FEFO services are providing DttC support, identify the blur points, work with the business units to establish where responsibilities lies and then adopt those responsibilities.
  • Risk Management
    Is this the Achilles heel of ITSM?
    How much time is spent on Risk Analysis and the implications of failure?
    What happens if the Front End fails?
    What are the potential costs of failure?
    Return on Insurance!!!
  • Morphing
    Morphing from – to:
    • From to Action to Strategy and Design
    • IT Back Office to IT Front Office
    • Performance reporting to Strategic reporting
    • From Fixers to Avoidance Managers
    • From never consulted to always consulted
    • From watching new services to becoming key players in new services
  • Adopt an SSSM stance
    What can you transfer to your corporate customers?
    Is SSSM part of your ongoing plans?
    Are you investing in the correct technology
    Perhaps you should look at Cloud technologies
    Adopt and Adapt is the key to success
  • Summary - 1
    There is little doubt that the future will be driven by DttC
    Too often, IT has been good but not good enough IT must step up to the big challenge that lies ahead
    It is now an exciting time for IT Service Management (ITSM) to emerge from the
    The business differentiators gained from implementing FEFO can only be successfully realized if ITSM steps up to the challenge. This is just one strategy to enable organizations to master the new wave of mobile support.
  • Summary - 2
    The vast majority of the DttC services discussed here will be provided through mobile support devices
    But to gauge the impact of poor ITSM what would happen if the technology failed? Close the facility?
    Who knows but one thing is certain ignoring the importance of FEFO will dramatically increase the possibility of that failure.
  • The End
    malcolm@malcolmfry.com
    www.TheITILLiteBook.com
    www.TheITILLiteWorkshop.com
    Thank you to BMC for their sponsorship and CITRIX for the use of some webinar slides