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Luis lima v3


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Luis lima v3

  1. 1. ITIL on the cloud Computing age<br />GALILEU<br />Luis Lima<br />
  2. 2. Cloud Computing Defined<br />NIST<br />“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.”<br />GARTNER<br />“A style of Computing where massively scalable, IT –enabled capabilities are provided “as a service” across the internet to multiple external customers”<br />
  3. 3. Cloud Computing Vantages<br />
  4. 4. What is IT Service Management (ITSM)?<br />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”<br />ITIL® defines ITSM as, “The implementation and management of quality IT services that meet the needs of the business...”<br />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...<br />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.<br />
  5. 5. ITIL Service Management v2<br />ServiceSupport<br />ITILv2 – 10 processes<br />Service Delivery<br />IncidentManagement<br />ProblemManagement<br />ChangeManagement<br />ConfigurationManagement<br />ReleaseManagement<br />5 Processes and a function (Service Desk)<br />Service LevelManagement<br />IT FinancialManagement<br />AvailabilityManagement<br />CapacityManagement<br />IT ContinuityManagement<br />5 Processes<br />
  6. 6. ITIL Service Management v3<br />
  7. 7. ITIL Service Management v3<br />ITILv3 – 5 books and 27 processes<br />Service Transition<br />ServiceDesign<br />Service Operation<br />Cont Service Improvement<br />Service Strategy<br />DemandManagement<br />TransitionPlanning &Support<br />EventManagement<br />ServiceMeasurement<br />ServiceCatalogManagement<br />RequestFulfillment<br />ServiceReporting<br />Service LevelManagement<br />ChangeManagement<br />StrategyGeneration<br />ServiceImprovement<br />IncidentManagement<br />CapacityManagement<br />Asset &ConfigurationManagement<br />ServicePortfolioManagement<br />ProblemManagement<br />AvailabilityManagement<br />Release &DeploymentManagement<br />IT FinancialManagement<br />AccessManagement<br />ServiceContinuityManagement<br />ServiceValidation &Testing<br />InformationSecurityManagement<br />Evaluation<br />SupplierManagement<br />KnowledgeManagement<br />Processes ITILv3<br />Processes ITILv2<br />Processes<br /> ITILv2 + ITILv3<br />
  8. 8. Core IT Management Disciplines Have Not Changed<br />
  9. 9. Service Strategy<br />
  10. 10. Service Strategy<br />
  11. 11. Service Strategy<br />Output<br />Input<br />Strategic Objectives<br />Service <br />Strategy<br />Organizational capability<br />Strategic Asset<br />Drive Business value<br />Define market space<br />Additional enterprise stakeholders<br />Cloud Services<br />Cloud Computing will not change The strategic objectives <br />or the market spaces of a service<br />
  12. 12. Service Strategy<br />Output<br />Input<br />Provide understanding of business needs<br />Cloud providers<br />Measure and compare supplier performance<br />Valued Service Partner<br />Align contracts with business needs<br />Maximixe Return of Investment (ROI) by selectin the right provider<br />
  13. 13. Service Design<br />
  14. 14. Service Design<br />
  15. 15. Service Transition<br />
  16. 16. Service Transition<br />
  17. 17. Service Transition<br />Output<br />Input<br />Change Requests<br />Planed Changes<br />Cloud Services<br />R - Responsible<br />A - Accountable<br />C - Consulted<br />I - Informed<br />Cloud Computing will not change The strategic objectives <br />or the market spaces of a service<br />
  18. 18. Service Operation<br />
  19. 19. Service Operation<br />
  20. 20. Continual Service Improvement<br />
  21. 21.
  22. 22. Paradigm Shift<br />Consistensy<br />Share & Reuse<br />Security & Privacy<br />Customizability<br />Control<br />Cloud<br />On-Premisses<br />Economy of Scale<br />Easy of Provisoning<br />Global reach<br />Partitioning & Redundancy<br />Scalability & Availability<br />
  23. 23. On Premisses vs. in the cloud<br />
  24. 24. Challenges and risks<br />Security Concerns<br />Lack of Standards<br />Legal, Regulatory and/or Compliance Issues<br />Lack of SLAs<br />Performance concerns<br />Commitment<br />
  25. 25. Lack of Standards<br />
  26. 26. Lack of Standards<br />
  27. 27. SLA - Internal Computing<br />The Business<br />User<br />SLA<br />Custumer<br />SLA<br />Service Desk<br />Business Relationship<br />Management<br />Internal IT<br />Service Support<br />OLA<br />Operational Organizations<br />Service Delivery<br />OLA<br />
  28. 28. SLA - Cloud Computing<br />The Business<br />User<br />SLA<br />Custumer<br />SLA<br />UC<br />Service Desk<br />Business Relationship<br />Management<br />Internal IT<br />Cloud Provider<br />Service Desk<br />Service Support<br />Service Support<br />OLA<br />Operational Organizations<br />Operational Organizations<br />Service Delivery<br />Service Delivery<br />Business Relacionshiop Management<br />OLA<br />Suplier Management<br />
  29. 29. Legal, Regulatory and/or Compliance Issues<br />
  30. 30. Legal, Regulatory and/or Compliance Issues<br />
  31. 31. Legal, Regulatory and/or Compliance Issues<br />
  32. 32. Security Concerns<br />
  33. 33. Security Concerns<br />
  34. 34. Security Concerns<br />
  35. 35. Security Concerns<br />
  36. 36. Commitment<br />
  37. 37. Lack of SLAs<br />Make sure any framework compliance requirements (i.e. Federal Enterprise Architecture, SOA, etc.) are documented and agreed within the Contract.<br />Include a formal Change Control process in the Contract and declare the cloud provider’s architectural framework within the scope of the Change Control.<br />Treat cloud provider contract as you would an underpinning contract.<br />Document expected service levels, audit process and reporting requirements.<br />
  38. 38. Thank you<br />