Der Vortrag 'ITIL & Cloud passen allerbestens zusammen' wurde gehalten am 26.03.2013 in Zürich-Dübendorf beim Event 'Cloud Services und Service Management' des itSMF Switzerland.
http://www.itsmf.ch/index.php?option=com_content&view=article&id=132%3Aeventcloudunditsm&catid=1%3Anews&lang=de
MOTIVATION
ITIL umfasst per definitionem ("Service: One or more IT systems which enable a business process") das Management von IT-Systemen, während in so genannten "Clouds" IT-Systeme zusammengefasst werden. Demzufolge passen die Themenbereiche allerbestens zusammen und die ITIL-basierenden Prozesse können unverändert angewendet werden, um "Clouds" zu administrieren & zu managen.
Mit Blick auf verlässliche, rationelle & rentable Service-Erbringung muss das ITIL-basierende "Plan - Build - Run ICT systems" jedoch ergänzt & kombiniert werden mit "Compose - Commit - Conduct service providing". Das umfasst auch das Service Contribution Sourcing, um Service-Beiträge aus verschiedenen "Clouds" per Echtzeittransaktion zu aggregieren zu dem explizit abgerufenen ICT-systembasierenden Business Support Service (ICTBSS), der jeweils dem abrufenden Service-Konsumenten erbracht wird, damit er seine aktuell anstehende Aktivität ausführen kann.
AGENDA
- Management – Geschäft, Service & System
- ITIL-Ausrichtung – IT Service Management, Definition & Interpretation
- Cloud Computing – IT-Systeme, Service-Domänen & Service-Beiträge
- Service-Konzipierung – Service-Spezifikation, Service Map & Service-Drehbuch
- Service Sourcing – Basismodelle, Kombinationen & Migrationen
- Service-Orchestrierung – Service Provider, Service Supply Chain & Cloud Operators
ERGEBNISSE
Das Hypeonym "Cloud Computing" wird aufgeklärt und das Potenzial von ITIL für das Management der "Clouds" wird aufgezeigt. Ergänzend wird herausgearbeitet, wie das Service Contribution Sourcing aus den "Clouds" eingebettet wird in durchgängiges & rationelles Service Providing Management.
s. Diskussionspapiere
- "Die IT" - systemfixiert & service-ignorant
https://www.slideshare.net/PaulGHz/diskussionspapier-die-it-systemfixiert-serviceignorant-v040000
- Cloud - Digitalisierung & Servicialisierung
https://www.slideshare.net/PaulGHz/diskussionspapier-cloud-digitalisierung-servicialisierung-v010000pdf
- Service-Management versus Service-Erbringung
https://www.slideshare.net/PaulGHz/diskussionspapier-servicemanagement-versus-serviceerbringung-v010000
- Servicequalität versus Service-Erbringungsqualität
https://www.slideshare.net/PaulGHz/diskussionspapier-servicequalitt-versus-serviceerbringungsqualitt-v010000-kopiepdf
s. Konzeptpapiere
- ICTility Service-Katalog - ICTility Service-Typen & Servuktionsangebote
https://www.slideshare.net/PaulGHz/konzeptpapier-ictility-servicekatalog-ictility-servicetypen-servuktionsangebote-v060200pdf
- Servicialisierung
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
13. Vortrag
ITIL & Cloud passen allerbestens zusammen
ITIL-Ausrichtung – ITIL V3, Band ‚Service Design‘ & „service = IT system“
An IT service, used in support of business An IT system, used in support of business
processes, is constructed from a combination of processes, is constructed from a combination of
IT assets and externally provided ‘underpinning’ IT assets and externally provided ‘underpinning’
services. Once in place, an IT service must be IT systems. Once in place, an IT system must
supported throughout its ‘life’, during which time be supported throughout its ‘life’, during which
it may be modified many times, either through time it may be modified many times, either
technological innovation, changing business through technological innovation, changing
environment, changing usage of the service, business environment, changing usage of the
changing its service quality parameters, or system, changing its IT system quality
changing its supporting IT assets or capabilitiesITIL V2parameters, or changing its supporting IT assets
(e.g. a change in an application softwareService = IT system
or capabilities (e.g. a change in an application
component to provide additional functionality). software component to provide additional
Eventually the IT service is retired, when functionality). Eventually the IT system is retired,
business processes no longer have a use for it when business processes no longer have a use
or it is no longer cost-effective to run. Service for it or it is no longer cost-effective to run. IT
Transition is involved in the build and system Transition is involved in the build and
deployment of the service and day-to-day deployment of the IT system and day-to-day
support, and delivery of the service is the role of support, and delivery of the IT system is the role
Service Operation, while Continual Service of IT system Operation, while Continual IT
Improvement implements best practice in the system Improvement implements best practice
optimize and retire stages. in the optimize and retire stages. 13
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
14. Vortrag
ITIL & Cloud passen allerbestens zusammen
ITIL-Ausrichtung – Service-Definitionen, Version 2 & Version 3
Quelle Definition Kurzfassung
ITIL V2 One or more IT systems which/that enable a
service = IT system(s)
Glossary A.2 business process.
ITIL (V3) A means of delivering value to customers by
Edition 2011 facilitating outcomes customers want to achieve means = IT system(s)
Glossary without the ownership of specific costs and risks.
Fazit gemäß ITIL:
Service = IT system(s) = means
14
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
15. Vortrag
ITIL & Cloud passen allerbestens zusammen
ITIL-Ausrichtung – ITIL, Service-Definition & Managementprozesse
Aus der ITIL-Definition: “service = IT system(s)” ergibt sich
Release Management = IT System Release Management
Configuration Management = IT System Configuration Management
Change Management = IT System Change Management
Event Management = IT System Event Management
Problem Management = IT System Problem Management
Availability Management = IT System Availability Management
Capacity Management = IT System Capacity Management
Continuity Management = IT System Continuity Management
Service Portfolio Management = IT System Portfolio Management
Service Catalog Management = IT System Catalog Management
Service Level Management = IT System Level Management
„IT Service Management“ = IT System Management
15
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
16. Vortrag
ITIL & Cloud passen allerbestens zusammen
ITIL-Ausrichtung – IT-System Management, IT-Systemverbund & Cloud
Aus der ITIL-Definition: “service = IT system(s)” ergibt sich
Release Management = IT System Release Management
Configuration Management = IT System Configuration Management
Change Management = IT System Change Management
Event Management = IT System Event Management
Problem Management = IT System Problem Management
Cloud =
Availability Management = IT System Availability Management
Capacity Management = IT System Capacity Management
Continuity Management = IT System Continuity Management
IT-Systemverbund
Service Portfolio Management
Service Catalog Management
=
=
IT System Portfolio Management
IT System Catalog Management
Service Level Management = IT System Level Management
„IT Service Management“ = IT System Management
16
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
18. Vortrag
ITIL & Cloud passen allerbestens zusammen
Gliederung – Inhalte & Abschnitte
• Management – Geschäft, Service & System
Intro
• ITIL-Ausrichtung – IT Service Management, Definition & Interpretation
• Cloud Computing – IT-Systeme, Service-Domänen & Service-Beiträge
• Service-Konzipierung – Service-Spezifikation, Service Map & Service-Drehbuch
Centro • Service Sourcing – Basismodelle, Kombinationen & Migrationen
• Service-Orchestrierung – Service Provider, Service Supply Chain & Cloud Operators
• Diskussion – Repetition, Revision & Reflexion
Extro
18
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
19. Vortrag
ITIL & Cloud passen allerbestens zusammen
Cloud Computing – Cloud, Sub Clouds & Cloud-Internas
„Cloudaler Nebel“
• „Cloud“-Begriff verschleiert – „If you can‘t convince, confuse at least!“
• Technologie im Hintergrund – Komplexität gekapselt & versteckt
• Funktionen & Daten in die „Cloud“ – Datenverarbeitung in der „Cloud“
• Zugangssysteme ortsunabhängig – Netzwerk-“Cloud„ Internet schafft Zugang
• Zugangssysteme schlank(er) – Zugang über SmartPhone, SmartPad, Notebook, …
• Anbieter mit proprietären „Clouds“ – „Cloud“-Angebote schwer vergleichbar
• Angebote werden „vernebelt“ – Preis-Qualitätsverhältnis bleibt unklar
• „Clouds“ = Data Center, Campus-LAN, Intranet, Extranet, Enterprise Network, …
Cloud
DSL “Cloud”
19
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
20. Vortrag
ITIL & Cloud passen allerbestens zusammen
Cloud Computing – ICTBSS, Service-Beiträge & Clouds
Es geht um die Erbringung von
ICT-systembasierenden Business
Support Services (ICTBSS)
Aus einer „Cloud“ werden ICT-
systembasierende Service-
Beiträge oder ICTBSS erbracht
„Cloud“ =
Verbund von ICT-Systemen
20
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
21. Vortrag
ITIL & Cloud passen allerbestens zusammen
Cloud Computing – Service-Konsument, Service-Kunde & Service Provider
Geschäftsprozess
Service-Kommittierung Service-Konsumierung
Mehrwertschöpfung
Service- Service-
Kunde Konsument
ICTBSS
Service
Provider
Cloud
DSL “Cloud”
21
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
22. Vortrag
ITIL & Cloud passen allerbestens zusammen
Cloud Computing – Clouds, Sub Clouds & Service-Beiträge
Geschäftsprozess
Service-Kommittierung Service-Konsumierung
Mehrwertschöpfung
Service- Service-
Kunde Konsument
ICTBSS
Service
Provider
Cloud “Tax Cloud” von DATEV
“CRM Cloud” von Salesforce
“Storage Cloud” –
“Search Cloud” von Google
Amazon/S3
“Server OS Cloud” – DSL “Cloud”
“Private Cloud” von Firma X
Amazon/EC2
22
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
23. Vortrag
ITIL & Cloud passen allerbestens zusammen
Cloud Computing – Clouds, Sub Clouds & Service Contributions
Geschäftsprozess
Service-Kommittierung Service-Konsumierung
Mehrwertschöpfung
Service- Service-
Kunde Konsument
ICTBSS
Service
Provider
ICTBSS Cloud ICTBSS
“Tax Cloud” von DATEV
“CRM Cloud” von Salesforce
“Storage Cloud” – Service-
“Search Cloud” von Google ICTBSS
Amazon/S3 Beitrag
“Server OS Cloud” – DSL “Cloud” ICTBSS
Service- “Private Cloud” von Firma X
Amazon/EC2 ICTBSS
Beitrag ICTBSS
23
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
24. Vortrag
ITIL & Cloud passen allerbestens zusammen
Gliederung – Inhalte & Abschnitte
• Managementbereiche – Geschäft, Service & System
Intro
• ITIL-Ausrichtung – IT Service Management, Definition & Interpretation
• Cloud Computing – IT-Systeme, Service-Domänen & Service-Beiträge
• Service-Konzipierung – Service-Spezifikation, Service Map & Service-Drehbuch
Centro • Service Sourcing – Basismodelle, Kombinationen & Migrationen
• Service-Orchestrierung – Service Provider, Service Supply Chain & Cloud Operators
• Diskussion – Repetition, Revision & Reflexion
Extro
24
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
25. Vortrag
ITIL & Cloud passen allerbestens zusammen
Service-Konzipierung – Service-Beiträge, Aggregierung & ICTBSS
Anderer Anderer Anderer Anderer Anderer Document Sharing Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cating Service Service
Anti-Frauding Anti-Spamming
Service Service
Service Consumer Supporting Service
User Identity Managing Service
Backend Application Virtual LDAP Firewalling Logon/Logoff Internet Accessing
Maintaining Service Desktop Service Service Service Service
Backend Application Housing DNS DHCP Anti-Virussing Software Furnishg
Hosting Service Service Service Service Service Service
Content Server OS Data Transporting Workplace Environment
Housing Service Hosting Service Service Renting Service
Storage System Server Device Network System Workplace System
Housing Service Housing Service Managing Service Furnishing Service
Jeder einzelne & einmalige ICT-systembasierende Business Support Services (ICTBSS)
wird per Echtzeittransaktion aus Standard-Service-Beiträgen aggregiert.
25
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
26. Vortrag
ITIL & Cloud passen allerbestens zusammen
Service-Konzipierung – Service-Beiträge, Zubringung & Clouds
Anderer Anderer Anderer Anderer Anderer Document Sharing Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cating Service Service
Anti-Frauding Anti-Spamming
Service Service
Service Consumer Supporting Service Consumer Support Cloud
User Identity Managing Service User Identity Cloud
Backend Application Virtual LDAP-
LDAP Firewalling
Firewalling Logon/Logoff Internet Accessing
Application
Maintaining Service VDI
Desktop Cloud
Service Cloud
Service Service Service
Cloud
Backend Application Cloud
Housing DNS DHCP-
DHCP Anti-Virussing Software Furnishg
Service DNS Cloud
Hosting Service Service Cloud
Service Service Service
Content Server OS Data Transporting Workplace Environment
Digital
Housing Service Server OS
Hosting Service Service Renting Service
Content
Storage System Cloud
Server Device Network System Workplace System
Cloud
Housing Service Housing Service Managing Service Furnishing Service
ICT-systembasierende Service-Beiträge werden aus Clouds heraus erbracht.
Ein abgerufener ICTBSS wird aus mehreren Service-Beiträgen aggregiert.
26
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
32. Vortrag
ITIL & Cloud passen allerbestens zusammen
Gliederung – Inhalte & Abschnitte
• Managementbereiche – Geschäft, Service & System
Intro
• ITIL-Ausrichtung – IT Service Management, Definition & Interpretation
• Cloud Computing – IT-Systeme, Service-Domänen & Service-Beiträge
• Service-Konzipierung– Service-Spezifikation, Service Map & Service-Drehbuch
Centro • Service Sourcing – Basismodelle, Kombinationen & Migrationen
• Service-Orchestrierung – Service Provider, Service Supply Chain & Cloud Operators
• Diskussion – Repetition, Revision & Reflexion
Extro
32
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
33. Vortrag
ITIL & Cloud passen allerbestens zusammen
Service-Orchestrierung – Partitur, Orchester & Instrumente
Buch & Vortrag ‚Vom Solo zur Sinfonie – Was Unternehmen von Orchestern lernen können‘
[Christian Gansch]
http://www.gansch.de & http://www.sinfcon.com
33
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
34. Vortrag
ITIL & Cloud passen allerbestens zusammen
Service-Orchestrierung – Service-Beiträge, Bündelung & Zuordnung
Anderer Anderer Anderer Anderer Anderer Document Sharing Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cating Service Service
Communication Security
Anti-Frauding Anti-Spamming
Service Service
Service Supplier
Service Consumer Supporting Service
Service Consumer Account Managing Service Supplier
User Identity Managing Service
Backend Application Virtual LDAP Firewalling Logon/Logoff Internet Accessing
Backend
Maintaining Service Desktop Service Service Service Service
Application
Backend Application Housing DNS DHCP Anti-Virussing Software Furnishg
Service Supplier
Hosting Service Service Service Service Workplace
Service Service
Data Transporting
Content Server OS Data Transporting Furnishing Service
Workplace Environment
Housing Service Server OS
Hosting Service Service Supplier
Service Renting Service
Hosting Service Supplier
Storage System Server Device
Suppler Network System Workplace System
Housing Service Housing Service Managing Service Furnishing Service
Verwandte Standard-Service-Beiträge werden gebündelt,
um möglichst wenige Service Contribution Supplier rationell zu orchestrieren.
34
Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro
35. Vortrag
ITIL & Cloud passen allerbestens zusammen
Service-Orchestrierung – Service-Beiträge, Bündelung & Zuordnung
Anderer Anderer Anderer Anderer Anderer Document Sharing Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cating Service Service
Communication Security
Anti-Frauding Anti-Spamming
Service Service
Service Supplier
Service Consumer Supporting Service Consumer Support Cloud
Service Consumer Account Managing Service Supplier
User Identity Managing Service User Identity Cloud
Backend Application Virtual LDAP-
LDAP Firewalling
Firewalling Logon/Logoff Internet Accessing
Backend
Application
Maintaining Service VDI
Desktop Cloud
Service Cloud
Service Service Service
Application
Cloud
Backend Application Cloud
Housing DNS DHCP-
DHCP Anti-Virussing Software Furnishg
DNS Cloud
Service Supplier
Hosting Service Service Service Cloud
Service Workplace
Service Service
Data Transporting
Content
Digital Server OS Data Transporting Furnishing Service
Workplace Environment
Housing Service Server OS
Server OS
Hosting Service Service Supplier
Service Renting Service
Content Hosting Service
Cloud
Supplier
Storage System Server Device Network System Workplace System
Cloud Suppler
Housing Service Housing Service Managing Service Furnishing Service
Service Contribution Supplier (= „Cloud Provider“) betreiben & managen
service-relevante ICT-Systeme in „Clouds“
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Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro