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The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
The marriage between Cloud and ITSM
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The marriage between Cloud and ITSM

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The cloud computing market is growing rapidly, and the latest Gartner Hype Cycle shows that the hype around it has recently transformed into reality. In fact, eighty percent of Fortune 1000 companies …

The cloud computing market is growing rapidly, and the latest Gartner Hype Cycle shows that the hype around it has recently transformed into reality. In fact, eighty percent of Fortune 1000 companies are adopting cloud-operating models.

Cloud has significant implications on many roles within an organization and on IT service management. These implications on service management are increasing the discussions around the application and relevance of ITIL in cloud environments.

Organizations and professionals are looking to:

Develop cloud competencies to adopt cloud computing
Understand how cloud computing impacts service management
Adapt the ITIL framework to fit a cloud environment

Have a look and examine whether this can be a successful marriage or if a prenuptial agreement is required!

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  • 1. The Marriage Between Cloud and ITSMCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 2. Your PresentersWho? 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
  • 3. AgendaPersonalities Compatibility or Role ChangesCloud 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
  • 4. 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 ) Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 5. “Within two years, 80% of Fortune 1000 enterprises will use the Cloud” 80%Copyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. Source: Gartner www.ITpreneurs.com
  • 6. Cloud Computing The World Is Changing : MoviesCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 7. Cloud Computing The World Is Changing : MoviesCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 8. Cloud Computing The World Is Changing : MoviesCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 9. Cloud Computing The World Is Changing : BooksCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 10. Cloud Computing The World Is Changing : MusicCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 11. Cloud Computing The World Is Changing Our World: ITCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 12. It Touches Every Aspect of Your Business
  • 13. Understand The Impact IT-Specialist Technical Services Vendor Management Account ManagementApplication Developer Client Infrastructure Specialist Buyer Client Relationship RepresentativeApplication Integration & Middleware Computer Operator Contract Manager Service Level ManagerSolutions Specialist Coordinator Contract Offering Developer ConsultantApplication Manager Customer Service Representative Procurement Strategic Sourcing Black BeltBusiness Analyst Data Center Specialist Specialist Business ConsultantBusiness Information ManagementSpecialist Deskside Support Representative Supplier Manager Information & Security ConsultantData Management Support Specialist IMAC Coordinator Architect IT Management ConsultantData Specialist Network Analyst Application Architect IT Strategy ConsultantDatabase Administrator Operations Analyst Business Architect Metrics ConsultantInfrastructure Specialist Operations Production Analyst Enterprise Architect Organisation Change ConsultantNetwork Services Specialist Security Delivery Specialist Information Architect Package Solution ConsultantProcess Specialist Systems Administrator Infrastructure Architect Systems Management ConsultantSecurity Specialist Systems Support Specialist Integration Architect Test ConsultantServer Services Specialist Project Management Operations ArchitectService Coordinator Delivery Project Executive Security/Regulatory ArchitectSystems Management Sales Specialist Measurements and Reporting Analyst Technical Solutions ArchitectSystems Management Specialist Program ManagerSystems Programmer Project ManagerTest Environment Specialist Project Office ManagerTest 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 canWeb Hosting System Administrator cease to exist Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 13 = New role
  • 14. Scenario 1 – Creation of On Premise Private Cloud IT-Specialist Technical Services Vendor Management Account ManagementApplication Developer Client Infrastructure Specialist Buyer Client Relationship RepresentativeApplication Integration & Middleware Computer Operator Contract Manager Service Level ManagerSolutions Specialist Coordinator Contract Offering Developer ConsultantApplication Manager Customer Service Representative Procurement Strategic Sourcing Black BeltBusiness Analyst Data Center Specialist Specialist Business ConsultantBusiness Information ManagementSpecialist Deskside Support Representative Supplier Manager Information & Security ConsultantData Management Support Specialist IMAC Coordinator Architect IT Management ConsultantData Specialist Network Analyst Application Architect IT Strategy ConsultantDatabase Administrator Operations Analyst Business Architect Metrics ConsultantInfrastructure Specialist Operations Production Analyst Enterprise Architect Organisation Change ConsultantNetwork Services Specialist Security Delivery Specialist Information Architect Package Solution ConsultantProcess Specialist Systems Administrator Infrastructure Architect Systems Management ConsultantSecurity Specialist Systems Support Specialist Integration Architect Test ConsultantServer Services Specialist Project Management Operations ArchitectService Coordinator Delivery Project Executive Security/Regulatory ArchitectSystems Management Sales Specialist Measurements and Reporting Analyst Technical Solutions ArchitectSystems Management Specialist Program ManagerSystems Programmer Project ManagerTest Environment Specialist Project Office ManagerTest Manager Quality Assurance Professional = Technical training for these roles inTest Specialist the current workforce based on hotspot analysis.Web Hosting System Administrator = Significant impact on the role, role can cease to exist Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 14 = New role
  • 15. Scenario 2 – Transition of business critical applications to Enterprise Cloud IT-Specialist Technical Services Vendor Management Account ManagementApplication Developer Client Infrastructure Specialist Buyer Client Relationship RepresentativeApplication Integration & Middleware Computer Operator Contract Manager Service Level ManagerSolutions Specialist Coordinator Contract Offering Developer ConsultantApplication Manager Customer Service Representative Procurement Strategic Sourcing Black BeltBusiness Analyst Data Center Specialist Specialist Business ConsultantBusiness Information ManagementSpecialist Deskside Support Representative Supplier Manager Governance & Security ConsultantData Management Support Specialist IMAC Coordinator Cloud Broker IT Management ConsultantData Specialist Network Analyst IT Strategy Consultant ArchitectDatabase Administrator Operations Analyst Metrics Consultant Application ArchitectInfrastructure Specialist Operations Production Analyst Organisation Change Consultant Business ArchitectNetwork Services Specialist Security Delivery Specialist Package Solution Consultant Enterprise ArchitectProcess Specialist Systems Administrator Systems Management Consultant Information ArchitectSecurity Specialist Systems Support Specialist Test Consultant Infrastructure ArchitectServer Services Specialist Project Management Integration ArchitectService Coordinator Delivery Project Executive Operations ArchitectSystems Management Sales Specialist Measurements and Reporting Analyst Security/Regulatory ArchitectSystems Management Specialist Program Manager Technical Solutions ArchitectSystems Programmer Project ManagerTest Environment Specialist Project Office ManagerTest Manager Quality Assurance Professional = Technical training for these roles inTest Specialist the current workforce based on hotspot analysis.Web Hosting System Administrator = Significant impact on the role, role can cease to exist Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 15 = New role
  • 16. Understanding the Cloud PersonalityCopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 17. Cloud Service Providers: Storage Software ApplicationsCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 18. 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 Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 19. 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 Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 20. 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 Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 21. Understanding the ITSM PersonalityCopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 22. 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.”Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 22
  • 23. Emerging Technologies 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 ManagementSource: http://www.qeindia.com/consulting-services.html Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 24. Emerging Technologies MOFThe Microsoft Operations Framework(MOF) 4.0 service lifecycle(source Microsoft) Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 25. Emerging Technologies ITIL Adapted from ITIL Core © Crown 2012 Reproduced under licence from Cabinet OfficeCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 26. Compatibility or PrenuptialCopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 27. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 27
  • 28. Emerging Technologies 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 strategizingCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 28
  • 29. Looking at the CompatibilityCopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 30. Emerging Technologies Both ITSM and Cloud reduce cost and improve quality of:•  People•  Process•  TechnologyCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 30
  • 31. Emerging Technologies Both ITSM and Cloud reduce cost and improve quality of:•  People•  Process•  TechnologyCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 31
  • 32. Emerging Technologies Both ITSM and Cloud reduce cost and improve quality of:•  People•  Process•  TechnologyCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 32
  • 33. Looking at the ChangesCopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 34. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 35. Emerging Technologies Impact of ITIL on CloudService Strategy Service Design Service Operation Service TransitionDemand Management Service Catalogue Request Fulfillment Change Management ManagementService Portfolio Service Level Event Management Service Asset andManagement Management Configuration ManagementFinancial 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 Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 36. Emerging Technologies 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?Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 3 6
  • 37. ITSM Considerations when adopting Cloud Computing Financial Management for ITService Portfolio Management Outsourcing Demand Management Availability, Capacity,TSCM, Security Management Change Management Request Fulfillment Event ManagementWeb portal / Service Catalogue Management CSI Business Relation Management Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 38. Cloud SLA VS Outsourcing SLACopyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 39. 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 ModelCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 40. Chain LiabilityCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 41. Contract DurationCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 42. Exit StrategyCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 43. SecurityCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 44. Sharing ResourcesCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 45. Internet DependabilityCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 46. Financial ModelsCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 47. How does your role change?Copyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 48. Emerging TechnologiesCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 48
  • 49. Emerging Technologies Roles and Skills 1/3 •  Articulating the business value •  Employing service-oriented architecture •  Evaluating applicability of cloud service modelsCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 50. Emerging Technologies Roles and Skills 2/3 •  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 reportingCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 51. Emerging Technologies Roles and Skills 3/3 •  Understanding performance characteristics •  Employing financial engineering •  Managing security, access protection, and riskCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 52. Copyright © 2012 ITpreneurs. All rights reserved. Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 53. •  ITIL is the accelerator: Redesign, Deploy, Manage•  Use ITIL lifecycle concepts and process•  Get Educated –  ITIL Foundation & Cloud Essentials –  Advanced Cloud & Advanced ITIL –  ITIL 2011Copyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 54. Theory PracticeCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com
  • 55. Contact Us +1 800 214 6371 USA +31 10 711 02 60 INT corjan.bast@ITpreneurs.com www.itpreneurs.com Follow us @ITpreneursCopyright © 2012 ITpreneurs. All rights reserved. www.ITpreneurs.com 55

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