1. ITIL on the cloud Computing age GALILEU Luis Lima

2. Cloud Computing Defined NIST “Cloud computing is 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.” GARTNER “A style of Computing where massively scalable, IT –enabled capabilities are provided “as a service” across the internet to multiple external customers”

3. Cloud Computing Vantages

4. What is IT Service Management (ITSM)? The origin of the term is generally unknown, but it has been in mainstream use during the 1990s, historically it has been associated with the introduction of, or improvement of existing IT operational practices through the adoption and adaptation of industry “best practices” ITIL® defines ITSM as, “The implementation and management of quality IT services that meet the needs of the business...” Wikipedia defines IT Service Management as, “a discipline for managinginformation technology (IT) systems, philosophically centered on thecustomer’s perspective of IT’s contribution to the business... IT Service Management is also the term commonly used to describe theprocess centric effort of transforming an IT organization from one focused on managing the IT infrastructure, to managing the provision of information system services.

5. ITIL Service Management v2 ServiceSupport ITILv2 – 10 processes Service Delivery IncidentManagement ProblemManagement ChangeManagement ConfigurationManagement ReleaseManagement 5 Processes and a function (Service Desk) Service LevelManagement IT FinancialManagement AvailabilityManagement CapacityManagement IT ContinuityManagement 5 Processes

6. ITIL Service Management v3

7. ITIL Service Management v3 ITILv3 – 5 books and 27 processes Service Transition ServiceDesign Service Operation Cont Service Improvement Service Strategy DemandManagement TransitionPlanning &Support EventManagement ServiceMeasurement ServiceCatalogManagement RequestFulfillment ServiceReporting Service LevelManagement ChangeManagement StrategyGeneration ServiceImprovement IncidentManagement CapacityManagement Asset &ConfigurationManagement ServicePortfolioManagement ProblemManagement AvailabilityManagement Release &DeploymentManagement IT FinancialManagement AccessManagement ServiceContinuityManagement ServiceValidation &Testing InformationSecurityManagement Evaluation SupplierManagement KnowledgeManagement Processes ITILv3 Processes ITILv2 Processes ITILv2 + ITILv3

8. Core IT Management Disciplines Have Not Changed

9. Service Strategy

10. Service Strategy

11. Service Strategy Output Input Strategic Objectives Service Strategy Organizational capability Strategic Asset Drive Business value Define market space Additional enterprise stakeholders Cloud Services Cloud Computing will not change The strategic objectives or the market spaces of a service

12. Service Strategy Output Input Provide understanding of business needs Cloud providers Measure and compare supplier performance Valued Service Partner Align contracts with business needs Maximixe Return of Investment (ROI) by selectin the right provider

13. Service Design

14. Service Design

15. Service Transition

16. Service Transition

17. Service Transition Output Input Change Requests Planed Changes Cloud Services R - Responsible A - Accountable C - Consulted I - Informed Cloud Computing will not change The strategic objectives or the market spaces of a service

18. Service Operation

19. Service Operation

20. Continual Service Improvement

22. Paradigm Shift Consistensy Share & Reuse Security & Privacy Customizability Control Cloud On-Premisses Economy of Scale Easy of Provisoning Global reach Partitioning & Redundancy Scalability & Availability

23. On Premisses vs. in the cloud

24. Challenges and risks Security Concerns Lack of Standards Legal, Regulatory and/or Compliance Issues Lack of SLAs Performance concerns Commitment

25. Lack of Standards

26. Lack of Standards

27. SLA - Internal Computing The Business User SLA Custumer SLA Service Desk Business Relationship Management Internal IT Service Support OLA Operational Organizations Service Delivery OLA

28. SLA - Cloud Computing The Business User SLA Custumer SLA UC Service Desk Business Relationship Management Internal IT Cloud Provider Service Desk Service Support Service Support OLA Operational Organizations Operational Organizations Service Delivery Service Delivery Business Relacionshiop Management OLA Suplier Management

29. Legal, Regulatory and/or Compliance Issues

30. Legal, Regulatory and/or Compliance Issues

31. Legal, Regulatory and/or Compliance Issues

32. Security Concerns

33. Security Concerns

34. Security Concerns

35. Security Concerns

36. Commitment

37. Lack of SLAs Make sure any framework compliance requirements (i.e. Federal Enterprise Architecture, SOA, etc.) are documented and agreed within the Contract. Include a formal Change Control process in the Contract and declare the cloud provider’s architectural framework within the scope of the Change Control. Treat cloud provider contract as you would an underpinning contract. Document expected service levels, audit process and reporting requirements.

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