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Luis lima v3
 

Luis lima v3

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    Luis lima v3 Luis lima v3 Presentation Transcript

    • 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”
    • Cloud Computing Vantages
    • 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
    • ITIL Service Management v3
    • 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
    • Core IT Management Disciplines Have Not Changed
    • Service Strategy
    • Service Strategy
    • 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 Design
    • Service Design
    • Service Transition
    • Service Transition
    • 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
    • Service Operation
    • Service Operation
    • Continual Service Improvement
    • Paradigm Shift
      Consistensy
      Share & Reuse
      Security & Privacy
      Customizability
      Control
      Cloud
      On-Premisses
      Economy of Scale
      Easy of Provisoning
      Global reach
      Partitioning & Redundancy
      Scalability & Availability
    • On Premisses vs. in the cloud
    • Challenges and risks
      Security Concerns
      Lack of Standards
      Legal, Regulatory and/or Compliance Issues
      Lack of SLAs
      Performance concerns
      Commitment
    • Lack of Standards
    • Lack of Standards
    • 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
    • Legal, Regulatory and/or Compliance Issues
    • Legal, Regulatory and/or Compliance Issues
    • Legal, Regulatory and/or Compliance Issues
    • Security Concerns
    • Security Concerns
    • Security Concerns
    • Security Concerns
    • Commitment
    • 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.
    • Thank youhttp://pt.linkedin.com/in/luisaalima