ITIL Castles In The Cloud
There is a castle on a cloud, I like to go there in my sleep, Aren’t any floors for me to sweep, Not in my floors for me to sweep, Not in my
castle on a cloud.[Young Cosette - Les Miserables]
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Troy DuMoulin AVP Strategic Solutions
Pink Elephant
THE WINDS OF CHANGE
New Challenges for IT
New ChoicesSAASThe rise of the MSP
New RequirementsFinancial TransparencyValue vs. Cost
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
Disruptive TechnologySocial MediaGreen ComputingCloud ComputingMobility
The rise of the MSPGlobal SourcingOpen SourceLow Cost Hosting
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IT Under Pressure To Change
Board/Executives
Need to Cut G&A Overhead
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
Internal Customer Dissatisfaction, Consumerization
User Community
MassiveTechnologyChanges
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Consumerization and Cloud ComputingHit the Enterprise
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
Indicators lead to cloud as future
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
“2010 CIO Agenda” - Gartner
IT Strategy & Cloud Services
Business Product
Business Service
Business ProcessBusiness Process
Business Process
Produce
Ship
Distribute
Market
ExploreDevelop
RefineBlend
StorePipe
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
Hardware Consolidation
Application Optimization
Local Virtualization
Cloud Services Integration
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Service Catalog
IT Service Concepts
“People do not want quarter-inch drills. They want
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
“People do not want quarter-inch drills. They want quarter-inch holes.”
Professor Emeritus Theodore Levitt, Harvard Business School
“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.”
Fulfills one or more needs of the
What Is A Service?
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 8
Fulfills one or more needs of thebusiness
Supports the customer’s businessobjectives
Perceived by the customer as a coherent whole
“An IT System is a number of related components that work together to facilitate the delivery of a service.”
Systems vs Services
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IT System IT Service
Sourcing Services
Business Sourcing
Task & Business Process Sourcing
• Janitorial Services• Linen Services• Plant Maintenance• Refining Services• Fleet Management
• Finance & Accounting
• CRM Services• Call Center• Purchasing• Payroll Services
eSourc
ing
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IT Service Sourcing
IT Product Sourcing
Based On Source: eSCM-CL Part 1
• Payroll Services
• Data Center Services• Software As A Service• Telephony• Messaging• Desktop Automation• End User Services• Hosting / Storage
• Laptops• Shrink wrapped
Software• Network Equipment• Servers• Memory
eSourc
ing
External
BusinessUnit A
BusinessUnit B
Business Units
Service Value NetworkService Ecosystem
ServiceUnit 1
ServiceUnit 2
Shared IT Services
3 Service Supplier Types
Service X
Service WDedicated
Service
SharedService
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ServiceUnit 3
ExternalBusiness
Unit A
External Supplier
BusinessUnit D
ServiceUnit 4
Embedded IT
BusinessUnit C
Service Z
Service Y
Service
OutsourcedService
Service Catalog
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Cloud As A Service
Service model
Cloud SaaS
Characteristics
On-demand self-service
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. This cloud model promotes availability and is composed of five
essential characteristics, three service models, and four deployment models.“
“ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved.
Cloud SaaS
Cloud PaaS
Cloud IaaS
Broad network access
Resource pooling
Rapid elasticity
Measured service
The NIST Definition of Cloud Computing, Version 15, 10-7-09Authors: Peter Mell and Tim Grance
Cloud Concerns - Perceptions
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Cloud Computing & Management
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 14
Ref: Chris Hoff http://www.rationalsurvivability.com/blog/?p=743
Call A Spade A Spade
� Launching A Cloud Computing Strategy Means Outsourcing Multiple Slivers of Your IT Service Value Chain
What the IT Community is quickly coming to realize is that to deploy a cloud strategy within their organization successfully
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 15
At the end of the day you get nothing for nothing Sitting flat on your butt doesn’t buy any bread
[At The End Of The Day - Les Miserables]
deploy a cloud strategy within their organization successfully a number of processes and IT Service Management elements have to be defined - and better yet - automated from request through verified provisioning and then keep running as long as needed.
Goal Of Supplier Management
The goal: of the Supplier Management process is to manage suppliers and services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained.
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 16
It is essential that Supplier Management processes and planning are involved in all stages of the Service Lifecycle from strategy and design, through transition
and operations, to improvement.
ExternalSuppliers
ExternalSuppliers
Traditional supply model
InternalBusiness
IT Function
IT Services
External ITSuppliers
Products
Customer OrganizationHardwareSoftwareEnvironment
Warning: Direct Business Relationship Bi-passing IT Supplier Mgmt. is a risk
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SuppliersCustomers
IT Services(Service Catalog)
SuppliersServices
SLAs Contracts
Occasional Contact
WAN ServicesTelephonyData Center ServicesSaaS / Cloud Services
IT Supplier Mgmt. Business Process Outsourcing
Operational
SuppliersTacticalSuppliers
StrategicSuppliers
Valu
e a
nd im
port
ance
High
Medium
Supplier Categorization
Strategic:
For significant ‘partnering’relationships that involve senior managers sharing
Tactical:
For relationships involving significant commercial activity and business
Operational:
For suppliers of operational products or services
Commodity:
For suppliers that provide low-value and/or readily available products and
TacticalSuppliers
TacticalSuppliers
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CommoditySuppliers
Valu
e a
nd im
port
ance
Risk and impact
Low
OperationalSuppliers
Low Medium High
senior managers sharing confidential strategic information to facilitate long-term plans.
activity and business interactionavailable products and services that could be alternatively sourced relatively easily
© Crown copyright 2007 Reproduced under license from OGC Figure 4.31 Service Design, page 156
Service Lifecycle & Supplier Involvement
SERVICE STRATEGY• Service Strategy• Financial Management• Service Portfolio Management• Demand Management
SERVICE DESIGN• Service Catalog Management• Service Level Management • Capacity Management • Availability Management• IT Service Continuity Management• Information Security Management• Supplier Management
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 19
SERVICE OPERATION• Event Management• Incident Management• Request Fulfillment• Problem Management • Access Management
Functions• Service Desk• Technical Management• IT Operations Management• Application Management
SERVICE TRANSITION• Transition Planning and Support• Change Management• Service Asset & Configuration
Management• Release & Deployment Management• Service Validation• Evaluation• Knowledge Management
CONTINUAL SERVICE IMPROVEMENT• Seven Step Improvement
© Crown copyright 2007 Reproduced under license from OGC
Change Management
Incident Management
DML
Request FulfillmentS
ervi
ce D
esk
Ser
vice
Cat
alog
Integrated Process Example
Supplier Management
Service Level Management
Release & Deployment Mgmt.
Financial Mgmt.
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 20
Problem Management
Ser
vice
Des
k
Ser
vice
Cat
alog
Event Management
Access Management
Availability & Capacity Mgmt.Information Security Mgmt.
Financial Mgmt.
Service Asset & Config. Mgmt.
IT Service Continuity Mgmt.
Automated Provisioning Requires Process Automation
Scaled & Distributed Process OwnershipProcess Owner: Has overall organizational process accountability and may as well have specific accountability for their own group or region.
Process Manager: Has process accountability for their specific functional group or region and is accountable to the Process Owner for organizational compliance
Sponsor
ITSM Executive
ITSM Governance
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 21
Org 3Org 2Org 1External
Process Owner
ProcessManager
Coordinator
ProcessManager
ProcessManager
Procurement & Contracting
Elements of A Service Contract
Basic terms & conditions Service description & scope
Service level requirements Service scope
Service Management involvement Responsibilities & dependencies
Service debit & credit regime Contact points, communication
Contract review & dispute process Prices & payment structure
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Contract review & dispute process Prices & payment structure
Agreement change process Confidentiality requirements
Intellectual property rights Liability limitations
Termination rights of each party Obligations at termination & beyond
Security requirements Business continuity requirements
Mandatory technical standards Service Improvement process
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Questions?
Troy DuMoulin
ITIL Castles In The Cloud © Pink Elephant, 2011. All Rights Reserved. 23
Thank YouPINK ELEPHANTwww.pinkelephant.com
http://blogs.pinkelephant.com/troy
http://twitter.com/TroyDuMoulin