Cloud computing and self-service; Are they the way ahead? <br />WithMalcolm Fry<br />“Someone told me long time ago<br />T...
Technology is changing everyday life<br />I love being able to make my own choices in my own time<br />
Life is now about…….<br />Making your own decisions<br />Deregulation<br />Making your own choices<br />Small world big op...
The world in our pocket<br />Buy and sell<br />Exchange information<br />Limitless knowledge<br />Instant news<br />Virtua...
Child’s eye view<br />Icons that no longer exist – Diskette<br />Plasma/LED televisions<br />Camera telephones capture eve...
Not just children<br />Direct to the Customer (DttC) services make life easy<br />IT engages in a huge amount of work and ...
SaaS needs Common rule sets<br />The cloud and SaaS services<br />ITIL evolution<br />De facto ITSM standard<br />ITSM alr...
Speaking a Common Language<br />http://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pdf<br ...
NIST Cloud definition<br />“Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a ...
Deploymentmodels?private cloudcommunity cloudpublic cloudhybrid cloud<br />10<br />Service<br />Models?<br />SaaS<br />Paa...
Controls<br />11<br />control<br />limited control<br />no control<br />
Supporting and Servicing<br />SaaS is a double edged sword<br />
ITIL v3 a logical approach<br /><ul><li>ITIL v2 concentrated on Service Support and Service Delivery
ITIL v3 has a life cycle approach
There is an emphasis shift from retro fitting
 To get it right first time
Selecting a SaaS tool is a science</li></li></ul><li>Role changing<br />Two party approach to IT Service Management and cl...
5<br />The five key ITIL phases<br />
ITILService - strategy<br />
ITILService - design<br />
ITILService - transition<br />
ITILService - operation<br />
ITILService - CSI<br />
Should ITSM use SaaS products?<br />Yes because these are the NIST essential characteristics work better if ITIL is employ...
SaaS and ITIL<br />SaaS maybe a current trend but old processes never die<br />Or will SaaS eliminate<br />Changes<br />In...
Deregulation is the removal or simplification of government rules and regulations that constrain the operation of market f...
8 Key Questions<br />
1. Why should organizations that are moving to SaaS care about ITIL?<br />ITIL compliance is now de facto standard - a per...
2. Is it important for the SaaS supplier to be ITIL certified? Or is it more important that the IT organization be ITIL ce...
3. How do you respond to comments that “ITIL just gets in the way of the agility of a SaaS platform”? <br />Agility withou...
4. How do you address comments that “ITIL is old school. SaaS is modern. How can the two converge? “<br />ITIL is being re...
5. What should IT organizations look for in regards to ITIL with a SaaS supplier?<br />I<br />MSD<br />PMCMC<br />O N F I ...
6. What are the biggest challenges IT organizations face with ITIL and  SaaS?<br />Especially when BM is SaaS customer<br ...
7. How can IT organizations best address these challenges?<br />It’s a Team Game<br />Get a contact point for ITIL from<br...
8. What are some key observations?<br />SaaS ITIL compliance = commitment to Service Management<br />Service Catalogs and ...
A new dichotomy<br />Some companies are now competing internally for the same customers<br />For example, it was reported ...
The progression of IT Services<br />Personal computers<br />Dumb terminals<br />Remote Job entry<br />Batch<br />Data Prep...
Quantum Change<br />No longer just a cost centre now contributing to the bottom line<br />In some cases FEFO is the bottom...
The new ROI function<br />Now, it is not just Return On Investment but also Return On Insurance<br />The aim is investing ...
I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24<br />
Changing the IT mindset<br />It is obvious that traditional approaches to supporting IT services have to change<br />IT ca...
Best Practices<br />eTOM<br />ITIL<br />Six<br />Sigma<br />COBIT<br />ISO<br />
Blurring of Responsibilities<br />There were clear lines of demarcation<br />But what happens when FEFO kicks in and DttC ...
Risk Management<br />Is this the Achilles heel of ITSM?<br />How much time is spent on Risk Analysis and the implications ...
Morphing<br />Morphing from – to:<br /><ul><li>From to Action to Strategy and Design
IT Back Office to IT Front Office
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Malcolm Fry's Cloud Computing & Self-Service Service Management - Are they the way ahead?

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Malcolm Fry June 21st Speaker Tour Event

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  • The cloud and Saas services need common rulesITIL has been evolving since mid 80sIt is now regarded as de facto ITSM standardITSM have been supporting SaaS services for years – using ITILIf SaaS is not the single source then other platforms also need supporting
  • The most widely used definitions for cloud computing are supplied by the National Institute of Standards and Technology (NIST). The NIST is the federal technology agency that works with industry to develop and apply technology, measurements, and standards.National Institute of Standards and Technology (NIST)Agency of US Department of CommerceCloud Standards for:essential characteristicsdeployment modelsservice modelshttp://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pd
  • Essential Characteristics:On-demand self-service. A consumer can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service’s supplier. Broad network access. Capabilities are available over the network and accessed through standard mechanisms that promote use by heterogeneous thin or thick client platforms (e.g., mobile phones, laptops, and PDAs).Resource pooling. The supplier’s computing resources are pooled to serve multiple consumers using a multi-tenant model, with different physical and virtual resources dynamically assigned and reassigned according to consumer demand. There is a sense of location independence in that the customer generally has no control or knowledge over the exact location of the provided resources but may be able to specify location at a higher level of abstraction (e.g., country, state, or datacenter). Examples of resources include storage, processing, memory, network bandwidth, and virtual machines.Rapid elasticity. Capabilities can be rapidly and elastically provisioned, in some cases automatically, to quickly scale out and rapidly released to quickly scale in. To the consumer, the capabilities available for provisioning often appear to be unlimited and can be purchased in any quantity at any time.Measured Service. Cloud systems automatically control and optimize resource use by leveraging a metering capability at some level of abstraction appropriate to the type of service (e.g., storage, processing, bandwidth, and active user accounts). Resource usage can be monitored, controlled, and reported providing transparency for both the supplier and consumer of the utilized service.
  • Private cloud. The cloud infrastructure is operated solely for an organization. It may be managed by the organization or a third party and may exist on premise or off premise.Community cloud. The cloud infrastructure is shared by several organizations and supports a specific community that has shared concerns (e.g., mission, security requirements, policy, and compliance considerations). It may be managed by the organizations or a third party and may exist on premise or off premise.Public cloud. The cloud infrastructure is made available to the general public or a large industry group and is owned by an organization selling cloud services.Hybrid cloud. The cloud infrastructure is a composition of two or more clouds (private, community, or public) that remain unique entities but are bound together by standardized or proprietary technology that enables data and application portability (e.g., cloud bursting for load-balancing between clouds).Cloud Software as a Service (SaaS). The capability provided to the consumer is to use the supplier’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities, with the possible exception of limited user-specific application configuration settings.Cloud Platform as a Service (PaaS). The capability provided to the consumer is to deploy onto the cloud infrastructure consumer-created or acquired applications created using programming languages and tools supported by the supplier. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications and possibly application hosting environment configurations.Cloud Infrastructure as a Service (IaaS). The capability provided to the consumer is to provision processing, storage, networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications. The consumer does not manage or control the underlying cloud infrastructure but has control over operating systems, storage, deployed applications, and possibly limited control of select networking components (e.g., host firewalls).
  • SaaS is a double edged swordBusiness applications &amp; ITSM tool setIf ITSM uses ITIL then so should SaaS services providersITIL could be the differentiator between providersThe ITIL tool set still needs to be used e.g. change and incident
  • ITIL v2 concentrated on Service Support and Service Deliver – good for the 90sITIL v3 has a life cycle approach which is ideal for SaaSThere is an emphasis shift from retro fitting to get it right first timeSelecting a SaaS tool is a science
  • Two party approach to IT Service Management does not work for cloud computingMind set has change along with the platform changeIt is dealing with the invisible and inaccessible as opposed to the here and nowIt is very difficult to leave SaaS once you have adopted SaaS
  • Each of the key ITIL phases has a role to play:StrategyDesignTransitionOperationContinual Service OperationFor both SaaS suppliers and Saas usersProcesses remain but the roles change
  • Just choosing SaaS is a strategic decisionDeciding which strategy to choose is a vital decision – in this case SaaSChoosing the correct product is the key to successA glance at the components of ITIL Strategy shows why
  • This is where the environment, infrastructure and security are all formedDesign turns the Strategy into realityA glance at the components of ITIL Design shows why
  • This is the point of convergence between platformsWhere traditional meets newKey factor is service validationA glance at the components of ITIL Transition shows why
  • This is where the SaaS product will be supported for the rest of its life cycleIncidents and problems will arise due to technology frictionIt is easier if ITSM is on the same platform as SaaSA glance at the components of ITIL Operation shows why
  • This is where key communications are undertakenImportant to provide data to SaaS suppliersA glance at the components of ITIL CSI shows why
  • Unless they are exclusively SaaS then they will need to integrate old and newITIL compliance is now de facto standard so it is a perfect yardstickAll of the components of ITIL still exist but the roles will changeCommon ground and common terminology with SaaS suppliersWhy would you not make your SaaS offering ITIL compliant?
  • BothThe SaaS supplier should be Pinkverified or at least aiming for itSame rule set means we all play the same game – American football and rugbyIT org will benefit from ITIL/SaaS better if they are compliant
  • Agility without discipline is a dangerous game to play – ask a Circus Trapeze artistAgility must be channelled often an excuse to avoid process such as change management
  • ITIL is being refreshed as we speakWhich of the ITIL disciplines are no longer relevant?SaaS is a means to an end and not modernBy looking at each ITIL process and asking who performs which role?By ensuing that the customer is involved by the SaaS supplier
  • That they have clearly defined operational and transitional processes in particularIncidentService deskProblemChangeAsset Availability/capacitySLAs
  • Getting the SaaS supplier on boardAgreeing clear lines of responsibilitySynchronising SaaS supplier and internal ITIL implementationsGetting local management buy-in especially if the business customer is also the contact point for the SaaS suppler
  • Appoint an ITIL/SaaS co-ordinatorThis is a team effort so get a contact point for ITIL from the SaaS supplierTogether identify the key common ITIL componentsProduce/alter processes as appropriateEstablish regular communications with SaaS/ITIL counterpartsUnderstand that ITSM can be both the customer and service manager for SaaS functions
  • SaaS ITIL compliance shows commitment to Service ManagementService Catalogs and Service portfolios are essential because they remove obstaclesITIL/SaaS needs a clear sponsorDo not let ITIL become an obsession even if SaaS supplier is not ITIL focused you should still be soSaaS service for business are best served with SaaS based ITSM toolsITIL and SaaS are compatible
  • Malcolm Fry's Cloud Computing & Self-Service Service Management - Are they the way ahead?

    1. 1. Cloud computing and self-service; Are they the way ahead? <br />WithMalcolm Fry<br />“Someone told me long time ago<br />There’s a calm before the storm<br />I know. And it’s been coming for some time<br />When it’s over so they say<br />It’ll bring a sunny day<br />I know, shining down like water<br />I wanna know, have you ever seen the rain?<br />I wanna know, have you ever seen the rain?<br />Coming down on a sunny day?”<br />- John Fogerty<br />
    2. 2. Technology is changing everyday life<br />I love being able to make my own choices in my own time<br />
    3. 3. Life is now about…….<br />Making your own decisions<br />Deregulation<br />Making your own choices<br />Small world big options<br />No waiting<br />Portable technology<br />Straight to the product<br />
    4. 4. The world in our pocket<br />Buy and sell<br />Exchange information<br />Limitless knowledge<br />Instant news<br />Virtual everything<br />No international barriers<br />New communities<br />Business has changed<br />
    5. 5. Child’s eye view<br />Icons that no longer exist – Diskette<br />Plasma/LED televisions<br />Camera telephones capture everything<br />Electronic home work submission<br />Techno tool taught at school e.g. PowerPoint<br />Maps? When you have Google earth?<br />Just an extension of the Kindergarten<br />Technology<br />
    6. 6. Not just children<br />Direct to the Customer (DttC) services make life easy<br />IT engages in a huge amount of work and deploys significant resources to make things seem so easy<br />It is not just children - according to IMRG in December 2010 of £6.8 billion, equivalent to an average spend of £111 (approximately US$170) for every person in the UK. <br />
    7. 7. SaaS needs Common rule sets<br />The cloud and SaaS services<br />ITIL evolution<br />De facto ITSM standard<br />ITSM already supports SaaS<br />ETOM has ITIL compatibility<br />Hybrid’s<br />Cloud & SaaS<br />ITIL & Internal Premises<br />
    8. 8. Speaking a Common Language<br />http://csrc.nist.gov/publications/drafts/800-145/Draft-SP-800-145_cloud-definition.pdf<br />8<br />
    9. 9. NIST Cloud definition<br />“Cloud computing is a model for enabling ubiquitous, 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.<br />This cloud model promotes availability and is composed of; five essential characteristics, three service models, and four deployment models.”<br />
    10. 10. Deploymentmodels?private cloudcommunity cloudpublic cloudhybrid cloud<br />10<br />Service<br />Models?<br />SaaS<br />PaaS<br />IaaS<br />
    11. 11. Controls<br />11<br />control<br />limited control<br />no control<br />
    12. 12. Supporting and Servicing<br />SaaS is a double edged sword<br />
    13. 13. ITIL v3 a logical approach<br /><ul><li>ITIL v2 concentrated on Service Support and Service Delivery
    14. 14. ITIL v3 has a life cycle approach
    15. 15. There is an emphasis shift from retro fitting
    16. 16. To get it right first time
    17. 17. Selecting a SaaS tool is a science</li></li></ul><li>Role changing<br />Two party approach to IT Service Management and cloud?<br />Mind set and platform changes<br />The invisible and inaccessible? <br />It is very difficult to leave SaaS? <br />
    18. 18. 5<br />The five key ITIL phases<br />
    19. 19. ITILService - strategy<br />
    20. 20. ITILService - design<br />
    21. 21. ITILService - transition<br />
    22. 22. ITILService - operation<br />
    23. 23. ITILService - CSI<br />
    24. 24. Should ITSM use SaaS products?<br />Yes because these are the NIST essential characteristics work better if ITIL is employed:<br />on-demand self-service<br />broad network access<br />resource pooling<br />rapid elasticity<br />measured service<br />It also easier to support a service that you understand<br />Ideal if both SaaS supplier and ITSM are ITIL compliant<br />
    25. 25. SaaS and ITIL<br />SaaS maybe a current trend but old processes never die<br />Or will SaaS eliminate<br />Changes<br />Incidents<br />Availability<br />Capacity<br />etc?<br />
    26. 26. Deregulation is the removal or simplification of government rules and regulations that constrain the operation of market forces. Deregulation does not mean elimination of laws against fraud or property rights but eliminating or reducing government control of how business is done, thereby moving toward a more laissez-faire, free market.<br />It is different from liberalization, where more players enter in the market, but continues the regulation and guarantee of consumer rights and maximum and minimum prices.<br />Cloud and Deregulation<br />Cloud computing is the beginning of the deregulation of IT – maybe this should be at the beginning or even the theme<br />IT<br />of IT security or asset ownership<br />IT<br />for IT services.<br />of service levels and fit for purpose <br />IT<br />
    27. 27. 8 Key Questions<br />
    28. 28. 1. Why should organizations that are moving to SaaS care about ITIL?<br />ITIL compliance is now de facto standard - a perfect yardstick<br />All of the components of ITIL will still exist but the roles will change<br />Common ground and common terminology with SaaS suppliers<br />Why would you not make your SaaS offering ITIL compliant?<br />Exclusively SaaS? No? Then you will need to integrate old and new<br />
    29. 29. 2. Is it important for the SaaS supplier to be ITIL certified? Or is it more important that the IT organization be ITIL certified?<br />Certification Award<br />Certification Importance<br />Both should be certified<br />Supplier PinkVerified or similar<br />Same rules = same game<br />IT will benefit from compliance<br />Subject<br />Is it important for the SaaS supplier to be ITIL certified?<br />Or is it more important that the IT organization be ITIL certified?<br />
    30. 30. 3. How do you respond to comments that “ITIL just gets in the way of the agility of a SaaS platform”? <br />Agility without discipline is dangerous<br />Agility must be channelled to avoid circumventions<br />
    31. 31. 4. How do you address comments that “ITIL is old school. SaaS is modern. How can the two converge? “<br />ITIL is being refreshed as we speak<br />Which of the ITIL disciplines are no longer relevant?<br />SaaS is simply a means to an end<br />By looking at each ITIL process and asking who performs which role?<br />By ensuing that the customer is involved by the SaaS supplier<br />SaaS an cloud rools the world<br />itilsucs<br />
    32. 32. 5. What should IT organizations look for in regards to ITIL with a SaaS supplier?<br />I<br />MSD<br />PMCMC<br />O N F I G A S<br />S E T M A V A I L M<br />C A P M S L A P O R T F O L I O M<br />I W I L L B U Y M A L C O L M A B E E R <br />
    33. 33. 6. What are the biggest challenges IT organizations face with ITIL and  SaaS?<br />Especially when BM is SaaS customer<br />Getting SaaS supplier on board<br />Getting local management buy-in<br />Agreeing lines of responsibility<br />Synchronising SaaS & Premises<br />
    34. 34. 7. How can IT organizations best address these challenges?<br />It’s a Team Game<br />Get a contact point for ITIL from<br />the SaaS supplier<br />Jointly identify the key common<br />ITIL components<br />Produce/alter processes as appropriate<br />Establish regular communications<br />ITSM can be Customer and User<br />Appoint an ITIL/SaaS co-ordinator<br />
    35. 35. 8. What are some key observations?<br />SaaS ITIL compliance = commitment to Service Management<br />Service Catalogs and Service portfolios are essential because they remove obstacles<br />ITIL/SaaS needs a clear sponsor<br />Do not let ITIL become an obsession <br />SaaS service for business are best served with SaaS based ITSM tools<br />ITIL and SaaS are compatible<br />
    36. 36. A new dichotomy<br />Some companies are now competing internally for the same customers<br />For example, it was reported that sales from the on-line Next Directory retail catalogue and Internet arm rose 15.3%<br />While like-for-like store sales fell by 7.5%<br />Here, we have two sales-driven divisions vying for the same customers<br />Where would you invest?<br />
    37. 37. The progression of IT Services<br />Personal computers<br />Dumb terminals<br />Remote Job entry<br />Batch<br />Data Prep<br />Data Control<br />Agreed schedules<br />Tech support<br />SLAs<br />Change Management<br />Best Practices<br />ITIL / Cobit<br />
    38. 38. Quantum Change<br />No longer just a cost centre now contributing to the bottom line<br />In some cases FEFO is the bottom line<br />GoToAssist<br />Yahoo<br />Google<br />Amazon<br />Facebook<br />eBay<br />Fully FEFO enabled<br />
    39. 39. The new ROI function<br />Now, it is not just Return On Investment but also Return On Insurance<br />The aim is investing to avoid any potential service interruption to the customer, rather than saving revenue by reducing Service Management costs<br />The question is not what does ITSM cost but what happens if we don’t investment in ITSM<br />It is not until a major DttC application failure occurs that the full extent of the damage can be assessed<br />The key is to identify DttC applications and make them as resistant and resilient as possible as possible to avoid unplanned downtime<br />IT needs to both closely monitor key DttC services and protect against potential unplanned outages. <br />
    40. 40. I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24<br />
    41. 41. Changing the IT mindset<br />It is obvious that traditional approaches to supporting IT services have to change<br />IT can no longer work to targets that tolerate failure or complacency<br />IT must adopting a 100% target for high FEFO ratings<br />Whenever 100% is not hit IT should launch an investigation to find out why and stop this defect from occurring again or at least minimizing the risk.<br />I am the genie of the Cloud give me 100% availability, fast performance and all this 7/24<br />
    42. 42. Best Practices<br />eTOM<br />ITIL<br />Six<br />Sigma<br />COBIT<br />ISO<br />
    43. 43. Blurring of Responsibilities<br />There were clear lines of demarcation<br />But what happens when FEFO kicks in and DttC services start to proliferate?<br />Who does the external customer contact IT or a corporate customer service point?<br />Who owns local support?<br />The key point here is to identify those areas where FEFO services are providing DttC support, identify the blur points, work with the business units to establish where responsibilities lies and then adopt those responsibilities. <br />
    44. 44. Risk Management<br />Is this the Achilles heel of ITSM?<br />How much time is spent on Risk Analysis and the implications of failure?<br />What happens if the Front End fails?<br />What are the potential costs of failure?<br />Return on Insurance!!!<br />
    45. 45. Morphing<br />Morphing from – to:<br /><ul><li>From to Action to Strategy and Design
    46. 46. IT Back Office to IT Front Office
    47. 47. Performance reporting to Strategic reporting
    48. 48. From Fixers to Avoidance Managers
    49. 49. From never consulted to always consulted
    50. 50. From watching new services to becoming key players in new services </li></li></ul><li>Adopt an SSSM stance<br />What can you transfer to your corporate customers?<br />Is SSSM part of your ongoing plans?<br />Are you investing in the correct technology<br />Perhaps you should look at Cloud technologies<br />Adopt and Adapt is the key to success<br />
    51. 51. Summary - 1<br />There is little doubt that the future will be driven by DttC<br />Too often, IT has been good but not good enough IT must step up to the big challenge that lies ahead<br />It is now an exciting time for IT Service Management (ITSM) to emerge from the<br />The business differentiators gained from implementing FEFO can only be successfully realized if ITSM steps up to the challenge. This is just one strategy to enable organizations to master the new wave of mobile support.<br />
    52. 52. Summary - 2<br />The vast majority of the DttC services discussed here will be provided through mobile support devices <br />But to gauge the impact of poor ITSM what would happen if the technology failed? Close the facility?<br />Who knows but one thing is certain ignoring the importance of FEFO will dramatically increase the possibility of that failure.<br />
    53. 53. The End<br />malcolm@malcolmfry.com<br />www.TheITILLiteBook.com<br />www.TheITILLiteWorkshop.com<br />Thank you to BMC for their sponsorship and CITRIX for the use of some webinar slides <br />

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