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An Overview of Why
IT Service Management is Critical
to The Cloud
Definition
A style of computing in which scalable and elastic IT-
enabled capabilities are delivered as a service to external
customers using Internet technologies
Direction
Appropriate investments in private cloud computing will
make it easier for enterprises to gradually use public cloud
services as needed, if and when the services mature
Because public cloud computing is years from fulfilling
many enterprise needs, it is likely that IT organizations will
spend more money through 2012 on private cloud-
computing investments than on offerings from public cloud
providers Source: Gartner, Inc.
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 provider
Resource pooling
The provider’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
RL Information bandwidth,
Consulting LLC and virtual machines.
Slide - 5 People Process Technology
Organization Integration
Essential Characteristics as defined by NIST
(cont’d)
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 provider and consumer of the utilized service
Consumer Provider
SERVICE TAXONOMY
Software as a Service (SaaS)
• Typically offered in a public model
• Focused on end-user applications
Platform as a Service (PaaS)
• Application development platforms
• Offered as a public and private clouds
Infrastructure as a Service (IaaS)
• Full range of IT service delivery
• Elastic infrastructure for the enterprise
Networks
Management Software
Services are designed based on what will best deliver on Service Strategy
Services in the Cloud are:
Delivered remotely
It is critical to be specified and designing accurately
Errors can negatively impact cost and difficult to correct
Focus is typically on service level contracts
SLAs are required:
Service deliverables are understood by all parties
Expectations are set
Suppliers have to be identified and selected
In practice, external cloud supplier may be directed to meet the SLA targets
but IT is accountable for failed or poor SLAs
Availability and capacity to ensure services described in the portfolio and
specified in the SLAs can be delivered by cloud computing suppliers
IT service continuity management and information security management must
be in place before the service goes “live”
If not done or done inaccurately can have serious impact cloud effectiveness
RL Information Consulting LLC Slide - 11 People Process Technology
Organization Integration
Service Transition in the Cloud