Applying ITIL to Cloud Computing

Applying ITIL to Cloud Computing

itSMF Annual Conference 2012

Applying ITIL to Cloud Computing

Mr. HP Suen

Director

itSMF International Executive Board

Agenda

• Definition of Cloud Computing

• On-demand self service

• Pool of resources• Pool of resources

• Pre-production activities

• ITIL lifecycle

On a sunny day in February 2009

CIO to Heads of Department,

When can we have Cloud?When can we have Cloud?

Definition of Cloud Computing

• A model for enabling convenient, on-

demand network access to a shared

pool of configurable computing

resources (e.g. networks, servers, resources (e.g. networks, servers,

storage, applications, and service) that

can be rapidly provisioned and released

with minimal management effort or

service provider interaction. • (National Institute of Standards and Technology)

This cloud model is composed of

• 3 service models

• 4 deployment models

Definition of Cloud Computing

• 4 deployment models

• 5 essential characteristics

Service Model

Software as a Service

Platform as a ServicePlatform as a Service

Infrastructure as a Service

Deploymnet Model

Private cloud

Public cloud

Community cloud

Hybrid cloud

Essential Characteristics

On-demand self service

Broad network access

Resource poolingResource pooling

Measured service

Rapid elasticity

Scope of Cloud Computing

in this presentation

• A model for enabling convenient, on-demand

network access to a shared pool of

configurable computing resources (e.g.

networks, servers, storage, applications, and networks, servers, storage, applications, and

service) that can be rapidly provisioned and

released with minimal management effort or

service provider interaction.

• In-house application of Cloud – Private Cloud

On demand self serviceRequest handling

• Scope of service

– CPU, Operating System, Storage, backup

• Available options/quantity

– 100-500 GB storage– 100-500 GB storage

– Daily, weekly backup

• Availability

– 0700 – 2300 Monday - Saturday

– 0900 - 2000 Monday – Friday

– Sunday and Public Holiday – subject to approval

Supporting process and function

• Account management

– Authority

– Security

On demand self service

– Security

• Metering of usage

• Billing and payment

• shared pool of configurable computing

resources (e.g. networks, servers, storage,

applications, and service)

Resource Pooling

VM 1VM 1VM 1VM 1VM VM VM VM

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Server Server Server Server

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VM

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VM

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VM

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Storage

Resource Pooling

VM VM VM VM

12121212


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VM

2

VM

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VM 11

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Storage

• Specification / requirements

• Relationship

• Ownership

• location

Resource Pooling


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VM

11

VM

2

VM

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VM

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VM

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• location

Storage

How does it affect

• Provisioning

• Service desk

Resource Pooling

VM

11

VM

2

VM

23

VM

44


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VM

17

VM

4


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• Incident handling

• Planning and forecast

• Capacity management

• Problem management

• Change management

• license and billing

Resource Pooling

VM

11

VM

2

VM

23

VM

44


2222

VM

17

VM

4


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• license and billing

• Data backup and restore

• Network connectivity

Need an up-dated and easily available

configuration information to support

• Monitor and event management

– End-to-end, from server to end-point

• Bandwidth

• Firewall, load balancer

Resource Pooling

• Firewall, load balancer

• Utilization of CPU, memory, storage

– Threshold

– Auto-recovery

• Off-line analysis and forecast VM 17 VM 4

ServerServerServerServer

3333

Pre-production Activities

Testing before production

• End-to-end connectivity, dependencies

Integration of supporting technologies

• Verify procedures and event threshold values

Monitor and event management• Verify procedures and event threshold values

• Load test, stress test, etc; Storage, memory, bandwidth

Capacity and performance

• Accuracy and completeness

Documentation

Change Management

• Relationship between local and remote components

Integration of supporting technologies

Release and deployment

• Version control

Release and deployment

• Procedures and the best date / time

• Training

Execution

Cloud Computing and

the ITIL Lifecyclethe ITIL Lifecycle

ITIL Life Cycle Process

Service

Strategy

Service

Design

Service

Transition

Service

Operation

• Portfolio

• Demand

• Financial

• Availability

• Capacity

• IT Service

• Change

• Service asset

and

• Service Desk

• Incident

• Problem• Financial • IT Service

Continuity

• Information

Security

• Supplier

• Service

Catalog

• Service Level

and

configuration

• Release and

deployment

• Service

validation and

testing

• Evaluation

• Knowledge

• Problem

• Request

fulfillment

• Access

• Event

• Technical

• IT Operations

• Application

ITIL Life Cycle Process

Service

Strategy

Service

DesignService

Transition

Service

Operation

• Portfolio

• Demand• Financial

• Availability

• Capacity• IT Service

• Change

• Service asset

&

• Service Desk

• Incident

• Problem• Financial • IT Service

Continuity

• Information

Security

• Supplier

• Service

Catalog• Service Level

&

configuration

• Release and

deployment

• Service

validation &

testing

• Evaluation

• Knowledge

• Problem

• Request

fulfillment• Access

• Event• Technical

• IT Operations

• Application

3 take-away

Blending of the New and Old

Pay attention to Service Pay attention to Service

Transition & Service Operation

Apply the proven methodology

to Cloud Computing Projects.

Thank YouThank You

Documents

Applying ITIL to Cloud Computing