Service as a Service: Cloud & ITIL

Transcription

1 As a popular blogger said: I know the term Service-as-a-service sounds like an idiotic reference to nothing, but my point is that business services can finally be delivered in a way which is easily acquirable by customers, as true services, with: -clear, non-obtrusive contracts (the business kind you know, ToS you feel no obligation to read ;) Service as a Service: Cloud & ITIL -clear communication contracts (the implementation kind you give us A, we give you B ) -pay as you go with clear pricing - strong support (imagine that) Brana Nikolajević,, Solvit Networks Srbija Inspired by Valentín n Galán n Galán s s presentataion

2 Service as a Service???? As a popular blogger said: I know the term Service-as-a-service sounds like an idiotic reference to nothing, but

3 AGENDA ITIL V3 Service View Model What is Cloud Computing How can we implement Cloud Computing? Cloud Computing & ITIL V3: Service as a Service

4 ITIL V3 Service Model View Governance Methods Standards Alignment Continual Service Improvement Knowledge & Skills Case Studies Service Design Service Strategies Specialty Topics Templates ITIL Service Operation Scalability Continual Service Improvement Service Transition Continual Service Improvement Executive Introduction Quick Wins Study Aids Qualifications

5 IT Management Evolution Level of Maturity

6 Business Aligment IT Technical Management 360º IT IT MANAGEMENT SERVICE Disciplines MANAGEMENT AREAS Service #1 360 Service #2 Demand / Request Management Resource and Portfolio Management Service Level Management Service #3 Financial Management Service #4 Service #5 Asset Management Incident & Problem Management Change and Configuration Management Application Performance Management Security Management Service #6 Service #7 Infrastructure Management and Operations Service #n 360

7 Organization Business Process Service Systems S/w Applications S/w Infrastructure Virtual Environment Physical Environment Facilities Is Hosted By Business Aligment Bookings Service Bookings Application Manager Database ORA01 Is Hosted By Hardware Hardware Server 1 Server 2 Server 3 Server 4 (Server) (Server) Sales Dept Manage Business Theatre Process Tickets Client Survey Marketing Plan Campaign Customer Mgt Application Is Hosted By Client Manager PSU Power 1 PSU 2 Supply Service Quality - Customer - End-User Service Catalog SLAs Availability Continuity Capacity Incidents Problems Changes Releases ORA02 Is Hosted By Configuration CMS

8 Service Blueprint Blueprint definition: Something intended as a guide for making something else IT professionals need a blueprint to translate the needs of the business into practical instructions. CA refers to a Service Blueprint as a Unified Service Model: Consists of "service definitions" that provide insight into the IT components that support a given service and the interrelationships among those components. Aggregates the raw data associated with a service by collecting data from the integrated management solutions and transforming them into useful business information. The USM is dynamic to adapt to the ever-changing demands of businesses

9 Service Lifecycle Business Process Management Business Users Functional Demands Demand Management Operational Demand Incidents / Bugs Requests IT Services Online Business Applications Portfolio Planning Application Releases Change Mgt Service Desk Financial Mgt Service Level Mgt Project Management Release Management Availability Mgt Capacity Mgt Unified Service Model Asset Mgt Development Development Security Desktops Networks DB s Storage Servers Applications Operations Operations

10 What is Cloud Computing 1. Boundless applications 2. Pooled resources: boundless capacity 3. Virtualized infrastructure 4. Servicesbased approach to delivery 5.Metered payment model

11 Defining the Cloud Four Key Groupings Process-as-a-service Applications-as-a-service Platforms-as-a service Infrastructure-as-service

12 Service Model Based on Service Blueprints Service Groups Services Solutions Components Resources

13 Cloud Solutions Automate Service Models CLOUD COMPUTING SOLUTION PEOPLE INFRASTRUCTURE Service Groups Services Solutions Data Center Automation Manager Components Resources Workload Automation Application Energy Performance Mgmt Management Wily Introscope AutoSys & ITPM Server Provisioning Software & Application Configuration Auditing & Management Software Delivery Physical & Virtual Systems Management CA NSM & CA ASM PROCESSES CA Cohesion ACM

14 Current Server Provisioning Process Service Request is drafted Service Solution is architected Funding Approval Server is racked and powered upsecurity Hardening is validatedtechnology Stack validated by Development Service Request process is initiated Search for Hardware resources match/availability Order Process Deploy Technology Stack (OS, DB, Middleware) Security Hardening Deploy Application Stack Server handed over to Development Ongoing Patching

15 Automated Servers Provisioning 1 Create Request or Reservation 2 Process Automation 3 Reservation Confirmed

16 Environments Management Automation Integrate Automate Accelerate Visual Authoring Environment Extensible Operations Suite Robust Design Constructs Active Swim Lanes

17 Complete ITIL V3 Lifecycle Automation Business Process Management Business Users Functional Demands Demand Management Operational Demand Incidents / Bugs Requests IT Services Online Business Applications Portfolio Planning Application Releases Change Mgt Service Desk Financial Mgt Service Level Mgt Project Management Release Management Availability Mgt Capacity Mgt Unified Service Model Asset Mgt Development Development Security Desktops Networks DB s Storage Servers Applications Operations Operations

18 Service Design + Service Operations Incident Management Order Entry Server Group Availability Management Online Web App Server Group Guests Capacity Management SAP Server Group Alert with Approval Dynamic Provision & Verify Configuration Scheduled Power Up Power Down Pooled Resources

19 Service as a Service By adding new levels of management and process automation to achieve true cloud computing, coupled with the ITIL v3 service approach, we are slowly reaching a point where the value the IT provides is not just a product packaged as a service rather, it is a real service, managed as a service and provided as a service. Without all the ITrelated if s, how s and but s usually involved, this makes the procurement and management a truly business decision. Ultimately, it s the objectification of business where all business services become clearly defined objects.

20 As a popular blogger said: I know the term Service-as-a-service sounds like an idiotic reference to nothing, but my point is that business services can finally be delivered in a way which is easily acquirable by customers, as true services, with: -clear, non-obtrusive contracts (the business kind you know, ToS you feel no obligation to read ;) -clear communication contracts (the implementation kind you give us A, we give you B ) -pay as you go with clear pricing - strong support (imagine that)

21 Resume ITIL V3 is centered on the Service Concept Service Blueprint Tool Cloud Computing is solution that permit simplify IT Management reducing sifgnificatily the OPEX and CAPEX Cloud Computing permit to automate complex ITIL V3 Processes Cloud Computing permit to automate the Link between the Devolopment and the Production Environments Cloud Computing & ITIL V3 = Service as a Service??!!