1. itil in the clouds v2 pink elephant

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1. itil in the clouds v2 pink elephant

  1. 1. ITIL Castles In The Cloud There is a castle on a cloud, 
I like to go there in my sleep, 
Aren’t any floors for me to sweep, 
Not in my castle on a cloud. [Young Cosette - Les Miserables]
 Troy DuMoulin AVP Strategic Solutions Pink Elephant 1
  2. 2. THE WINDS OF CHANGE New Challenges for IT New Requirements Financial Transparency Value vs. Cost New Choices SAAS The rise of the MSP Global Sourcing Open Source Low Cost Hosting Disruptive Technology Social Media Green Computing Cloud Computing MobilityITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 2
  3. 3. IT Under Pressure To Change Need to Cut G&A Overhead Board/ Executives Massive Technology Changes User Community Internal Customer Dissatisfaction, ConsumerizationITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 3
  4. 4. Consumerization and Cloud ComputingHit the EnterpriseITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
  5. 5. Indicators lead to cloud as future “2010 CIO Agenda” - GartnerITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
  6. 6. IT Strategy & Cloud Services Business Product Explore Develop Produce Business Service Ship Refine Blend Store Pipe Business Process Business Process Distribute Business Process Market Service Catalog Cloud Services Integration Local Virtualization Application Optimization Hardware ConsolidationITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 6
  7. 7. IT Service Concepts “People do not want quarter-inch drills. They want quarter-inch holes.” Professor Emeritus Theodore Levitt, Harvard Business SchoolITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
  8. 8. What Is A Service? “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” Fulfills one or more needs of the business Supports the customer’s business objectives Perceived by the customer as a coherent wholeITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 8
  9. 9. Systems vs Services “An IT System is a number of related components that work together to facilitate the delivery of a service.” IT System IT ServiceITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 9
  10. 10. Sourcing Services • Janitorial Services Business • Linen Services Sourcing • Plant Maintenance • Refining Services • Fleet Management Task & Business • Finance & Process Accounting Sourcing • CRM Services • Call Center • Purchasing • Payroll Services eSourcing IT Service • Data Center Services Sourcing • Software As A Service • Telephony • Messaging • Desktop Automation • End User Services • Hosting / Storage • Laptops IT Product • Shrink wrapped Sourcing Software • Network Equipment • Servers • Memory Based On Source: eSCM-CL Part 1ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 10
  11. 11. Service Value Network Service Ecosystem Business Shared IT Units Services 3 Service Supplier Business Service Service W Types Unit A Dedicated Unit 1 Service Business Service Unit B Service X Unit 2 Shared Service External Supplier Business Unit C External Service Y Service Outsourced Business Service Unit 3 Unit A Service Z Business Service Embedded IT Unit D Unit 4 Service CatalogITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 11
  12. 12. Cloud As A Service A model for enabling 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. Characteristics Service model On-demand self-service Cloud SaaS Broad network access Cloud PaaS Resource pooling Cloud IaaS Rapid elasticity Measured service The NIST Definition of Cloud Computing, Version 15, 10-7-09 Authors: Peter Mell and Tim GranceITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
  13. 13. Cloud Concerns - PerceptionsITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 13
  14. 14. Cloud Computing & Management Ref: Chris Hoff http://www.rationalsurvivability.com/blog/?p=743ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 14
  15. 15. Call A Spade A Spade Launching A Cloud Computing Strategy Means Outsourcing Multiple Slivers of Your IT Service Value Chain What the IT Community is quickly coming to realize is that to deploy a cloud strategy within their organization successfully a number of processes and IT Service Management elements have to be defined - and better yet - automated from request through verified provisioning and then keep running as long as needed. At the end of the day you get nothing for nothing 
Sitting flat on your butt doesn’t buy any bread [At The End Of The Day - Les Miserables]ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 15
  16. 16. Goal Of Supplier Management The goal: of the Supplier Management process is to manage suppliers and services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained. It is essential that Supplier Management processes and planning are involved in all stages of the Service Lifecycle from strategy and design, through transition and operations, to improvement.ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 16
  17. 17. Traditional supply model Warning: Direct Business Relationship Bi-passing IT Supplier Mgmt. is a risk Customer Organization Hardware IT Function Products Software Environment External Internal External External IT Business Suppliers IT Services Suppliers Suppliers Customers (Service Catalog) Services WAN Services Business Process Telephony IT Supplier Mgmt. Data Center Services Outsourcing SaaS / Cloud Services SLAs Contracts Occasional ContactITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
  18. 18. Supplier Categorization High Tactical Strategic Suppliers Suppliers Value and importance Operational Commodity: Operational: Tactical: Strategic: Suppliers For relationshipsoperational suppliers of involving that provide significant ‘partnering’ Tactical Tactical Medium Suppliers Suppliers low-value commercial products or services significant and/or involve relationships that readily available products and activity and business senior managers sharing services that interaction could be confidential strategic alternatively sourced information to facilitate Operational relatively plans. long-termeasily Commodity Low Suppliers Suppliers Low Medium High Risk and impact © Crown copyright 2007 Reproduced under license from OGC Figure 4.31 Service Design, page 156ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 18
  19. 19. Service Lifecycle & Supplier Involvement SERVICE STRATEGY SERVICE DESIGN • Service Strategy • Service Catalog Management • Financial Management • Service Level Management • Service Portfolio Management • Capacity Management • Demand Management • Availability Management • IT Service Continuity Management • Information Security Management • Supplier Management SERVICE OPERATION SERVICE TRANSITION • Event Management • Transition Planning and Support • Incident Management • Change Management • Request Fulfillment • Service Asset & Configuration • Problem Management Management • Access Management • Release & Deployment Management • Service Validation Functions © Crown copyright 2007 • Evaluation • Service Desk Reproduced under license from OGC • Knowledge Management • Technical Management • IT Operations Management CONTINUAL SERVICE IMPROVEMENT • Application Management • Seven Step ImprovementITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 19
  20. 20. Integrated Process Example Supplier Management Service Level Management Request Fulfillment Change Management DML Release & Deployment Mgmt. Incident Management Service Catalog Financial Mgmt. Service Desk Problem Management Service Asset & Config. Mgmt. Event Management IT Service Continuity Mgmt. Access Management Information Security Mgmt. Availability & Capacity Mgmt. Automated Provisioning Requires Process AutomationITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 20
  21. 21. Scaled & Distributed Process Ownership Process Owner: Has overall Sponsor organizational process accountability and may as well have specific accountability for their own group or region. ITSM Executive Process Manager: Has process accountability for their specific functional group or region and is accountable to the ITSM Governance Process Owner for organizational compliance Process Process Process Process Manager Manager Manager Owner Coordinator Org 1 Org 2 Org 3 ExternalITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 21
  22. 22. Procurement & Contracting Elements of A Service Contract Basic terms & conditions Service description & scope Service level requirements Service scope Service Management involvement Responsibilities & dependencies Service debit & credit regime Contact points, communication Contract review & dispute process Prices & payment structure Agreement change process Confidentiality requirements Intellectual property rights Liability limitations Termination rights of each party Obligations at termination & beyond Security requirements Business continuity requirements Mandatory technical standards Service Improvement processITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 22
  23. 23. Questions? Troy DuMoulin t.dumoulin@pinkelephant.com http://blogs.pinkelephant.com/troy http://twitter.com/TroyDuMoulin Thank You PINK ELEPHANT www.pinkelephant.comITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 23

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