Luis lima v3
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This document discusses ITIL (IT Infrastructure Library) in the context of cloud computing. It defines cloud computing according to NIST and Gartner. It then summarizes the key processes in ITIL v2 and v3 and how they relate to service management. The document notes that core IT management disciplines have not changed with cloud computing and discusses how service strategy, design, transition, and operation apply both on-premises and in the cloud. It also outlines some challenges and risks of cloud computing like security concerns, lack of standards, legal issues, lack of SLAs, and performance concerns.
Luis lima v3
- 1. ITIL on the cloud Computing ageGALILEULuis Lima
- 2. Cloud Computing DefinedNIST“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”
- 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 v2ServiceSupportITILv2 – 10 processesService DeliveryIncidentManagementProblemManagementChangeManagementConfigurationManagementReleaseManagement5 Processes and a function (Service Desk)Service LevelManagementIT FinancialManagementAvailabilityManagementCapacityManagementIT ContinuityManagement5 Processes
- 6. ITIL Service Management v3
- 7. ITIL Service Management v3ITILv3 – 5 books and 27 processesService TransitionServiceDesignService OperationCont Service ImprovementService StrategyDemandManagementTransitionPlanning &SupportEventManagementServiceMeasurementServiceCatalogManagementRequestFulfillmentServiceReportingService LevelManagementChangeManagementStrategyGenerationServiceImprovementIncidentManagementCapacityManagementAsset &ConfigurationManagementServicePortfolioManagementProblemManagementAvailabilityManagementRelease &DeploymentManagementIT FinancialManagementAccessManagementServiceContinuityManagementServiceValidation &TestingInformationSecurityManagementEvaluationSupplierManagementKnowledgeManagementProcesses ITILv3Processes ITILv2Processes ITILv2 + ITILv3
- 8. Core IT Management Disciplines Have Not Changed
- 10. Service Strategy
- 11. Service StrategyOutputInputStrategic ObjectivesService StrategyOrganizational capabilityStrategic AssetDrive Business valueDefine market spaceAdditional enterprise stakeholdersCloud ServicesCloud Computing will not change The strategic objectives or the market spaces of a service
- 12. Service StrategyOutputInputProvide understanding of business needsCloud providersMeasure and compare supplier performanceValued Service PartnerAlign contracts with business needsMaximixe Return of Investment (ROI) by selectin the right provider
- 13. Service Design
- 14. Service Design
- 17. Service TransitionOutputInputChange RequestsPlaned ChangesCloud ServicesR - ResponsibleA - AccountableC - ConsultedI - InformedCloud Computing will not change The strategic objectives or the market spaces of a service
- 22. Paradigm ShiftConsistensyShare & ReuseSecurity & PrivacyCustomizabilityControlCloudOn-PremissesEconomy of ScaleEasy of ProvisoningGlobal reachPartitioning & RedundancyScalability & Availability
- 23. On Premisses vs. in the cloud
- 24. Challenges and risksSecurity ConcernsLack of StandardsLegal, Regulatory and/or Compliance IssuesLack of SLAsPerformance concernsCommitment
- 27. SLA - Internal ComputingThe BusinessUserSLACustumerSLAService DeskBusiness RelationshipManagementInternal ITService SupportOLAOperational OrganizationsService DeliveryOLA
- 28. SLA - Cloud ComputingThe BusinessUserSLACustumerSLAUCService DeskBusiness RelationshipManagementInternal ITCloud ProviderService DeskService SupportService SupportOLAOperational OrganizationsOperational OrganizationsService DeliveryService DeliveryBusiness Relacionshiop ManagementOLASuplier Management
- 29. Legal, Regulatory and/or Compliance Issues
- 30. Legal, Regulatory and/or Compliance Issues
- 31. Legal, Regulatory and/or Compliance Issues
- 36. Commitment
- 37. Lack of SLAsMake 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.