ITIL on the cloud Computing age GALILEU Luis Lima
Cloud Computing Defined NIST “Cloud computing is 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.” GARTNER “A style of Computing where massively scalable, IT –enabled capabilities are provided “as a service” across the internet to multiple external customers”
What is IT Service Management (ITSM)? The origin of the term is generally unknown, but it has been in mainstream use during the 1990s, historically it has been associated with the introduction of, or improvement of existing IT operational practices through the adoption and adaptation of industry “best practices” ITIL® defines ITSM as, “The implementation and management of quality IT services that meet the needs of the business...” Wikipedia defines IT Service Management as, “a discipline for managinginformation technology (IT) systems, philosophically centered on thecustomer’s perspective of IT’s contribution to the business... IT Service Management is also the term commonly used to describe theprocess centric effort of transforming an IT organization from one focused on managing the IT infrastructure, to managing the provision of information system services.
ITIL Service Management v2 ServiceSupport ITILv2 – 10 processes Service Delivery IncidentManagement ProblemManagement ChangeManagement ConfigurationManagement ReleaseManagement 5 Processes and a function (Service Desk) Service LevelManagement IT FinancialManagement AvailabilityManagement CapacityManagement IT ContinuityManagement 5 Processes
Service Strategy Output Input Strategic Objectives Service Strategy Organizational capability Strategic Asset Drive Business value Define market space Additional enterprise stakeholders Cloud Services Cloud Computing will not change The strategic objectives or the market spaces of a service
Service Strategy Output Input Provide understanding of business needs Cloud providers Measure and compare supplier performance Valued Service Partner Align contracts with business needs Maximixe Return of Investment (ROI) by selectin the right provider
Service Transition Output Input Change Requests Planed Changes Cloud Services R - Responsible A - Accountable C - Consulted I - Informed Cloud Computing will not change The strategic objectives or the market spaces of a service
SLA - Internal Computing The Business User SLA Custumer SLA Service Desk Business Relationship Management Internal IT Service Support OLA Operational Organizations Service Delivery OLA
SLA - Cloud Computing The Business User SLA Custumer SLA UC Service Desk Business Relationship Management Internal IT Cloud Provider Service Desk Service Support Service Support OLA Operational Organizations Operational Organizations Service Delivery Service Delivery Business Relacionshiop Management OLA Suplier Management
Lack of SLAs Make sure any framework compliance requirements (i.e. Federal Enterprise Architecture, SOA, etc.) are documented and agreed within the Contract. Include a formal Change Control process in the Contract and declare the cloud provider’s architectural framework within the scope of the Change Control. Treat cloud provider contract as you would an underpinning contract. Document expected service levels, audit process and reporting requirements.