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Luis lima v3

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  • 1. ITIL on the cloud Computing age
    GALILEU
    Luis Lima
  • 2. 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”
  • 3. Cloud Computing Vantages
  • 4. 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.
  • 5. 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
  • 6. ITIL Service Management v3
  • 7. ITIL Service Management v3
    ITILv3 – 5 books and 27 processes
    Service Transition
    ServiceDesign
    Service Operation
    Cont Service Improvement
    Service Strategy
    DemandManagement
    TransitionPlanning &Support
    EventManagement
    ServiceMeasurement
    ServiceCatalogManagement
    RequestFulfillment
    ServiceReporting
    Service LevelManagement
    ChangeManagement
    StrategyGeneration
    ServiceImprovement
    IncidentManagement
    CapacityManagement
    Asset &ConfigurationManagement
    ServicePortfolioManagement
    ProblemManagement
    AvailabilityManagement
    Release &DeploymentManagement
    IT FinancialManagement
    AccessManagement
    ServiceContinuityManagement
    ServiceValidation &Testing
    InformationSecurityManagement
    Evaluation
    SupplierManagement
    KnowledgeManagement
    Processes ITILv3
    Processes ITILv2
    Processes
    ITILv2 + ITILv3
  • 8. Core IT Management Disciplines Have Not Changed
  • 9. Service Strategy
  • 10. Service Strategy
  • 11. 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
  • 12. 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
  • 13. Service Design
  • 14. Service Design
  • 15. Service Transition
  • 16. Service Transition
  • 17. 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
  • 18. Service Operation
  • 19. Service Operation
  • 20. Continual Service Improvement
  • 21.
  • 22. Paradigm Shift
    Consistensy
    Share & Reuse
    Security & Privacy
    Customizability
    Control
    Cloud
    On-Premisses
    Economy of Scale
    Easy of Provisoning
    Global reach
    Partitioning & Redundancy
    Scalability & Availability
  • 23. On Premisses vs. in the cloud
  • 24. Challenges and risks
    Security Concerns
    Lack of Standards
    Legal, Regulatory and/or Compliance Issues
    Lack of SLAs
    Performance concerns
    Commitment
  • 25. Lack of Standards
  • 26. Lack of Standards
  • 27. SLA - Internal Computing
    The Business
    User
    SLA
    Custumer
    SLA
    Service Desk
    Business Relationship
    Management
    Internal IT
    Service Support
    OLA
    Operational Organizations
    Service Delivery
    OLA
  • 28. 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
  • 29. Legal, Regulatory and/or Compliance Issues
  • 30. Legal, Regulatory and/or Compliance Issues
  • 31. Legal, Regulatory and/or Compliance Issues
  • 32. Security Concerns
  • 33. Security Concerns
  • 34. Security Concerns
  • 35. Security Concerns
  • 36. Commitment
  • 37. 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.
  • 38. Thank youhttp://pt.linkedin.com/in/luisaalima