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The cloud computing market is growing rapidly, and the latest Gartner Hype Cycle shows that the hype around it has recently transformed into reality. In fact, eighty percent of Fortune 1000 companies are adopting cloud-operating models. Cloud has significant implications on many roles within an organization and on IT service management. These implications on service management are increasing the discussions around the application and relevance of ITIL in cloud environments. Organizations and professionals are looking to: Develop cloud competencies to adopt cloud computing Understand how cloud computing impacts service management Adapt the ITIL framework to fit a cloud environment Have a look and examine whether this can be a successful marriage or if a prenuptial agreement is required!
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The Marriage Between Cloud
and ITSM
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Jurian Burgers Independent: ITIL Expert (Tripple!) ITIL Instructor Cloud Instructor
Corjan (CJ) Bast Product Manager @ ITpreneurs
Your Presenters
Who?
What?
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1 2 3 4
Personalities Cloud vs ITSM
ITSM’s Personality
Compatibility or Prenuptial
Agenda
Cloud SLA vs Outsourcing SLA
5
Role Changes
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What Cloud ?
“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive
to change.”
Charles Darwin ( 1809 – 1882 )
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80%
“Within two years, 80% of Fortune 1000 enterprises will use the Cloud”
Source: Gartner
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Cloud Computing
The World Is Changing : Movies
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Cloud Computing
The World Is Changing : Movies
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Cloud Computing
The World Is Changing : Movies
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Cloud Computing
The World Is Changing : Books
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Cloud Computing
The World Is Changing : Music
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Cloud Computing
The World Is Changing Our World: IT
It Touches Every Aspect of Your Business
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IT-Specialist Application Developer
Application Integration & Middleware Solutions Specialist
Application Manager
Business Analyst
Business Information Management Specialist
Data Management Support Specialist
Data Specialist
Database Administrator
Infrastructure Specialist
Network Services Specialist
Process Specialist
Security Specialist
Server Services Specialist
Service Coordinator
Systems Management Sales Specialist
Systems Management Specialist
Systems Programmer
Test Environment Specialist
Test Manager
Test Specialist
Web Hosting System Administrator
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Understand The Impact
Technical Services Client Infrastructure Specialist
Computer Operator
Coordinator
Customer Service Representative
Data Center Specialist
Deskside Support Representative
IMAC Coordinator
Network Analyst
Operations Analyst
Operations Production Analyst
Security Delivery Specialist
Systems Administrator
Systems Support Specialist
Project Management Delivery Project Executive
Measurements and Reporting Analyst
Program Manager
Project Manager
Project Office Manager
Quality Assurance Professional
Account Management Client Relationship Representative
Service Level Manager
Architect Application Architect
Business Architect
Enterprise Architect
Information Architect
Infrastructure Architect
Integration Architect
Operations Architect
Security/Regulatory Architect
Technical Solutions Architect
Consultant Black Belt
Business Consultant
Information & Security Consultant
IT Management Consultant
IT Strategy Consultant
Metrics Consultant
Organisation Change Consultant
Package Solution Consultant
Systems Management Consultant
Test Consultant
Vendor Management Buyer
Contract Manager
Contract Offering Developer
Procurement Strategic Sourcing
Specialist
Supplier Manager
= Technical training for these roles in the current workforce based on hotspot analysis. = Significant impact on the role, role can cease to exist
= New role
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IT-Specialist
Application Developer
Application Integration & Middleware Solutions Specialist
Application Manager
Business Analyst
Business Information Management Specialist
Data Management Support Specialist
Data Specialist
Database Administrator
Infrastructure Specialist
Network Services Specialist
Process Specialist
Security Specialist
Server Services Specialist
Service Coordinator
Systems Management Sales Specialist
Systems Management Specialist
Systems Programmer
Test Environment Specialist
Test Manager
Test Specialist
Web Hosting System Administrator
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Technical Services
Client Infrastructure Specialist
Computer Operator
Coordinator
Customer Service Representative
Data Center Specialist
Deskside Support Representative
IMAC Coordinator
Network Analyst
Operations Analyst
Operations Production Analyst
Security Delivery Specialist
Systems Administrator
Systems Support Specialist
Project Management
Delivery Project Executive
Measurements and Reporting Analyst
Program Manager
Project Manager
Project Office Manager
Quality Assurance Professional
Account Management
Client Relationship Representative
Service Level Manager
Architect
Application Architect
Business Architect
Enterprise Architect
Information Architect
Infrastructure Architect
Integration Architect
Operations Architect
Security/Regulatory Architect
Technical Solutions Architect
Consultant
Black Belt
Business Consultant
Information & Security Consultant
IT Management Consultant
IT Strategy Consultant
Metrics Consultant
Organisation Change Consultant
Package Solution Consultant
Systems Management Consultant
Test Consultant
Vendor Management
Buyer
Contract Manager
Contract Offering Developer
Procurement Strategic Sourcing
Specialist
Supplier Manager
Scenario 1 – Creation of On Premise Private Cloud
= Technical training for these roles in the current workforce based on hotspot analysis. = Significant impact on the role, role can cease to exist
= New role
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= Technical training for these roles in the current workforce based on hotspot analysis.
IT-Specialist
Application Developer
Application Integration & Middleware Solutions Specialist
Application Manager
Business Analyst
Business Information Management Specialist
Data Management Support Specialist
Data Specialist
Database Administrator
Infrastructure Specialist
Network Services Specialist
Process Specialist
Security Specialist
Server Services Specialist
Service Coordinator
Systems Management Sales Specialist
Systems Management Specialist
Systems Programmer
Test Environment Specialist
Test Manager
Test Specialist
Web Hosting System Administrator
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Technical Services
Client Infrastructure Specialist
Computer Operator
Coordinator
Customer Service Representative
Data Center Specialist
Deskside Support Representative
IMAC Coordinator
Network Analyst
Operations Analyst
Operations Production Analyst
Security Delivery Specialist
Systems Administrator
Systems Support Specialist
Project Management
Delivery Project Executive
Measurements and Reporting Analyst
Program Manager
Project Manager
Project Office Manager
Quality Assurance Professional
Account Management
Client Relationship Representative
Service Level Manager
Architect
Application Architect
Business Architect
Enterprise Architect
Information Architect
Infrastructure Architect
Integration Architect
Operations Architect
Security/Regulatory Architect
Technical Solutions Architect
Consultant
Black Belt
Business Consultant
Governance & Security Consultant
IT Management Consultant
IT Strategy Consultant
Metrics Consultant
Organisation Change Consultant
Package Solution Consultant
Systems Management Consultant
Test Consultant
Vendor Management
Buyer
Contract Manager
Contract Offering Developer
Procurement Strategic Sourcing
Specialist
Supplier Manager
Cloud Broker
= Significant impact on the role, role can cease to exist
Scenario 2 – Transition of business critical applications to Enterprise Cloud
= New role
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Understanding the Cloud
Personality
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Software
Storage
Applications
Cloud Service Providers:
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Models of Cloud Computing
Software as a Service
(SaaS), applications which provide business value for
users
Platform as a Service (PaaS),
applications which provides specialized software
components and programming tools
Infrastructure as a Service
(IaaS), applications which provides computing
infrastructure resources as a service
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In addition to the cloud service models, there are also a number of ways to deliver or roll out these cloud services. In some of these deployment models, the financial commitment lies with the organizations that use these clouds.
• Private Cloud • Community Cloud • Public Cloud • Hybrid Cloud
Deployment Models
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Virtualization and cloud computing overcome problems such as:
Solution to Problems
Running out of capacity
Cost of excess capacity
Much capital tied up in server
hardware
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Understanding the ITSM
Personality
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Emerging Technologies
ITSM Focuses on
• Improving Business – IT alignment • Providing guidance on processes, activities, and
roles within a service lifecycle framework to manage and deliver IT services
• Increasing end-users satisfaction • Increasing process efficiency (service strategy, service
design, service transition, service operations, continual service improvement)
From the ITIL 2011 Syllabus: “Providers of IT services can
no longer afford to focus on technology (The Cloud?) and their internal organization. They must now consider the quality of the services they provide and focus on the relationship with customers.”
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Emerging Technologies
ISO 20000 ISO 20000 Service Management Processes
Service Delivery Processes Capacity
management
Service Continuity and
Availability management
Service Level Management
Service Reporting
Information Security
management
Budgeting and Accounting For
IT Services
Release Process
Relationship Process
Release Management
Business Relationship Management
Supplier management
Resolution Process
Incident Management
Problem Management
Central Processes Configuration & Change
management
Source: http://www.qeindia.com/consulting-services.html
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Emerging Technologies
MOF
The Microsoft Operations Framework (MOF) 4.0 service lifecycle (source Microsoft)
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Emerging Technologies
ITIL
Adapted from ITIL Core © Crown 2012 Reproduced under licence from Cabinet Office
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Compatibility or Prenuptial
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Emerging Technologies
Cloud & ITIL
• Yes, it is relevant because it impacts all lifecycle stages in ITIL
• Introduction of Cloud Computing changes the way IT services are provided and the way IT service providers manage their services
• IT service providers can leverage the potential of Cloud Computing to deliver robust offers but it also requires thorough planning and strategizing
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Looking at the Compatibility
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Emerging Technologies
Both ITSM and Cloud reduce cost and improve quality of:
• People • Process • Technology
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Emerging Technologies
• People • Process • Technology
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Both ITSM and Cloud reduce cost and improve quality of:
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Emerging Technologies
• People • Process • Technology
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Both ITSM and Cloud reduce cost and improve quality of:
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Looking at the Changes
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Emerging Technologies
Demand Management
Service Portfolio Management
Financial Management
Service Catalogue Management
Service Level Management
Supplier Management
Capacity Management
Availability and Service Continuity Management
Information Security Management
Request Fulfillment
Event Management
Incident Management
Problem Management
Access Management
Change Management
Service Asset and Configuration Management
Knowledge Management
Deployment, Decommission, and Transfer
Service Strategy Service Design Service Operation Service Transition
Impact of ITIL on Cloud
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Emerging Technologies
ITSM Considerations when adopting Cloud Computing
• Define sourcing strategies in relation to Cloud Computing
• Design service based on Cloud Computing • Construct and roll out services based on
Cloud Computing • Monitoring the cloud computing environment • How to detect opportunities for improvement
when some part of that are outsourced?
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Service Portfolio Management Financial Management for IT
Business Relation Management CSI
Availability, Capacity,TSCM, Security Management
Web portal / Service Catalogue Management
Request Fulfillment
Demand Management
Event Management
Change Management
Outsourcing
ITSM Considerations when adopting Cloud Computing
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Cloud SLA
VS
Outsourcing SLA
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Seven Topics in Cloud Computing SLA’s VS Outsourcing SLA’s
1. Chain Liability 2. Contract Duration 3. Exit Strategy 4. Security 5. Sharing Resources 6. Internet dependability 7. Financial Model
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Chain Liability
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Contract Duration
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Exit Strategy
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Security
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Sharing Resources
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Internet Dependability
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Financial Models
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How does your role change?
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Emerging Technologies
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Emerging Technologies
• Articulating the business value • Employing service-oriented architecture • Evaluating applicability of cloud service models
Roles and Skills 1/3
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Emerging Technologies
• SLA o Mapping service level agreement (SLA) requirements to
offerings o Negotiating the parameters o Managing the contract
• Configuration, integration, and provisioning of services • Managing workload on shared resources • Measuring, monitoring, metering, billing, and reporting
Roles and Skills 2/3
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Emerging Technologies
• Understanding performance characteristics • Employing financial engineering • Managing security, access protection, and risk
Roles and Skills 3/3
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• ITIL is the accelerator: Redesign, Deploy, Manage
• Use ITIL lifecycle concepts and process
• Get Educated – ITIL Foundation & Cloud Essentials – Advanced Cloud & Advanced ITIL – ITIL 2011
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Theory Practice
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Contact Us
Follow us @ITpreneurs
+1 800 214 6371 USA +31 10 711 02 60 INT
corjan.bast@ITpreneurs.com
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