This document discusses how IT service management needs to adapt for organizations adopting cloud computing. It describes the key aspects of cloud computing and ITSM. ITSM processes like service strategy, design, transition, and operation can help manage cloud services if applied properly. The document outlines how each ITSM process can be used in cloud environments for objectives like standard services, service levels, availability, and security. ITSM provides a structured approach to ensure cloud services are managed effectively and meet business needs.

1. How IT Service Management Needs to be Remodeled
for Organizations Going Big on Cloud Adoption
Role of IT Service Management in
Cloud Enabled Enterprise
Saboor Mubarak
Year - 2018

2. Table of Content
 Executive Summary
 Cloud Computing
 ITSM and Why it is Essential for the Cloud
 Shift from IT Organization to the Cloud
 Critical ITSM Objectives in the Cloud
 Cloud Service Management Model
 ITSM for Cloud Delivery Solution
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 CSI
 Key Takeaways

3. Executive Summary
Cloud Computing represents a major paradigm shift in the today’s technology arena and
is the result of many years of evolution dating back to the first computers. It is the
natural progression from the centralized mainframe era, to the Internet era where the
enterprise is able to connect to the world through network of computers around the
globe.
Cloud Computing has altered the way Information Technology (IT) services are leveraged
in today’s world. Applications and Information are delivered to humans on demand
basis. This allows the users or organizations to pay as per use with little or no upfront
cost; this reduces the capital expenditure and risk ownership; however enabling the
user organization to pay for the operational expenses. Thus IT is becoming a Service
Provider through enabling a value chain of services which has provided IT Service
Management more power and potential to be in the center of cloud computing
evolution.
IT Service Management has the capability to build this value chain without altering its
overall model. In the transition to cloud environment, core IT Management disciplines
has not changed rather shifted from on-premises to cloud based environment, thus
ITSM is well positioned to help. This case study focuses on attributes of cloud
computing, cloud service management model, its benefits and IT Service Management
model for the cloud environment.

4. Cloud Computing
Multitenant environment
where end user pays for
usage of resources on a
shared grid of commodity
resources alongside other
customers
Cloud Infrastructure
provisioned for
exclusive use by single
organization
comprising multiple
consumers
Composition of cloud
infrastructures that
remain unique entities,
but are bound together by
standardized technology
that enables data and
application portability
Cloud Infrastructure
established where several
organizations have similar
requirements and seek to
share infrastructure so as
to realize benefits of
cloud computing
Software as a Service (SaaS),
which provides applications to
users
Platform as a Service (PaaS),
which provides software
components and programming
tools to developers
Infrastructure as a Service (IaaS),
which provides computing
infrastructure resources as a
service to administrators
Broad Network Access
On-Demand
Self-Service
Measured ServiceRapid Elasticity
Resource Pooling
Essential
Characteristics
Service Models
Deployment
Models
Cloud Computing is the delivery of computing as a service, rather than a product,
where shared resources are provided as a utility over a network (internet).

5. ITSM and Why it is Essential for the Cloud
IT Service Management is a general term that
describes a strategic approach for designing,
delivering, managing and improving the way
IT is used within an organization.
The goal of IT Service Management
framework is to ensure that the right
processes, people and technology are in place
so that the organization can meet its business
goals.
With the shift from on-premises to cloud
environment, IT is becoming a service provider
operating as a value chain of services and thus
ITSM is well positioned to deliver IT Services
through ITIL framework. Therefore, lack of
service approach will expose users and
businesses to complexities with no
accountabilities of the IT Services being
delivered.
ITIL Service Lifecycle
Framework

6. Shift from IT Organization to the Cloud
ITIL for IT Organization
Develop service solutions by integrating cloud
service providers and their service offerings
Emphasis on integrating and securing services
from suppliers
Manage and control a complex mix of
releases/changes across a wide range of
suppliers varying schedules and priorities
Ensure expected value is being delivered, and
services disruption responses are coordinated
across suppliers
Provide the needed transparency of results
and coordinated improvement efforts across
many providers
ITIL for Cloud
Identify services delivered, their value and
costs; demand management is key for
provided on-demand services
Combine service packages for consumption –
capacity management is key to disruption –
free, on-demand delivery
Provide customers with easy, smooth and
safe ways to transition and access
provisioned services
Ensure that expected value is being delivered
and that services are not disrupted
Provide a means for staying ahead of
competition and gauging customer
satisfaction or business will be lost
SERVICE
STRATEGY
SERVICE
DESIGN
SERVICE
TRANSITION
SERVICE
OPERATIONS
CONTINUAL
SERVICE
IMPROVEMENT
As the Core IT Management disciplines does not change, it is only the shift from IT
Organization to Cloud

7. Critical Service Management Objectives in a Cloud
Objectives Methods to Achieve the Objectives
Standard services • Develop and Implement Service Catalogue
• Develop, Negotiate and Implement Service Level Agreement
• ITIL Process Integration
Clear, complete description of services, including
definition of service levels
Pricing quoted per use or by consumption • Implement Demand Management
• Implement Financial Management
• Implement Service Level Management
Highly available networks and connectivity,
supported by both business support and operational
support services and automation
• Implementation of IT Service Management tools
• Availability Management including Availability planning and measurement
• IT Service Continuity Management, planning and measurement
Easy access, self-service enabling portals for service
selection and request
• Develop and Implement Service Catalogue
• Implement Access Management
• Implement Request Fulfillment Process
Rapid fulfillment and rapid decommissioning,
supported with end-to-end automation
• Implementation of IT Service Management tools
• Implement Request Fulfillment Process
• Change Management
• Service Portfolio Management
Service guarantees • Develop Service Catalogue
• Develop, Negotiate and Implement Service Level Agreement
• Service Reporting
Secure computing and Storage • Implement IT Security Management
• Implement Capacity, Availability and IT Service Continuity Management
• Implement Access Management
Below table depicts objectives that can be achieved through the use of ITIL processes
in Cloud Computing

8. Continual Service Improvement
Cloud Service Management Model
User
Organization
ServiceCatalogue
ServiceLevel
Management
Service Portfolio Management
Demand
Management
IncidentManagement&
RequestFulfillment
Availability/Capacity
Management
Strategy
Generation
Financial
Management
Supplier Management
IT Service Continuity and
Information Security Management
Change and Release
Management
Asset and CMDB
Knowledge
Management
Validation and
Testing/Evaluation
Transition
Planning and
Support
Problem
Management
Access
Management
Application Services Content and Data
Operating Systems/Programming Language Middleware/Database
Data Center, Servers and Network Disk Storage, Firewall and Lead Balancer
Service
Model
Application
Application Stack
Infrastructure
SAAS
PAAS
IAASDeploymentModel
CloudStack

9. ITSM for Cloud Delivery Solution
 Strategy Generation – Identify the IT Services, investment, partners and delivery
channels to meet business requirements and outcomes
 Service Portfolio Management – Manage the investment portfolio of all the
services available to customers and users
 Demand Management – Identify patterns of business activity that consume
services and resources and manage activity to influence demand
 IT Financial Management – Manage service provider’s budget and chargeback
mechanism for IT Services in cloud environment
Service Strategy in the Cloud
Below are the ITIL processes and their purpose in cloud environment

10. ITSM for Cloud Delivery Solution
 Service Catalogue - is often the point of entry or ‘acquisition portal’ for requesting
supporting service offerings. It is essential to publish, manage and communicate
which IT Services are available to customers
 Service Level Management - Service deliverables are understood by all parties by
setting expectations through negotiation, monitoring, reporting and measuring
availability of services
 Supplier Management - Suppliers have to be identified, selected, on-boarded to
support the business needs and meet their contractual requirements
 Availability and Capacity Management - Ensure services described in the portfolio
and specified in the SLAs can be delivered by cloud computing suppliers; ensure
appropriate infrastructure capacity in place to meet service demand
 IT Service Continuity and Information Security Management - must be in place
before the service goes “live” to ensure services can be recovered in the event of a
major business disruption and protect the confidentiality, integrity and availability
of IT Services
Service Design in the Cloud
Below are the ITIL processes and their purpose in cloud environment

11. ITSM for Cloud Delivery Solution
 Service transition Planning and Support – Plan and coordinate activities for transitioning
services to the live production environment
 Change Management - Cloud computing needs to find synergy between existing in-house
technologies and cloud technologies fuse through change management within Service
Transition
 Release and deployment management - is required as Service is rolled out to ensure it is
successful and well managed. Managing in-house and cloud technologies release versions
of software and the updating of remote technologies
 Service Asset and Configuration Management - Underpinning service transition are
service asset and configuration management, which will detail exactly who owns the
responsibility for the devices and software required to provide the new service, as well as
the configuration management system where those assets reside
 Service Validation and Testing – Validation of new IT Services and their changes to match
the design and business requirements
 Knowledge Management – Gather, analyze, store and share knowledge to reduce the
need for rediscovery of information
 Evaluation – Ensure IT Services will meet intended business objectives when it is
transitioned to cloud environment
Service Transition in the Cloud
Below are the ITIL processes and their purpose in cloud environment

12. ITSM for Cloud Delivery Solution
 Incident Management and Request Fulfillment – restoring and provisioning of IT
Services in the cloud needs to be provisioned through incident management and
request fulfillment processes. Service desks may share primary focus from
incident resolution and rapid response to service degradation issues
 Problem Management – Prevent incidents from happenings or minimize their
impacts by identifying their root causes
 Access management - is critical to maintain security and satisfy any customer
trust requirements
 Event Management - offers cloud providers options for quickly responding to and
remedying events
Service Operation in the Cloud
Below are the ITIL processes and their purpose in cloud environment

13. ITSM for Cloud Delivery Solution
 Cloud Computing Requires CSI for Agility, Adaptability in Responding Quickly and
Effectively to Changes in Business Conditions:
 CSF’s, KPI’s and CSI Required to ensure Business/IT alignment, Cost
Effectiveness and Effective Service Provisioning
 7 Step Improvement Process is required
 Identifying, Qualifying and Reporting on Service Success Factors is Mandatory
for Both the customer and the Service Provider
 Continuous Service Improvement Ensures the Focus Stays on Services,
Business/IT Alignment and Measurement in a Cloud Remote Paradigm
Continual Service Improvement in the Cloud
Below are the ITIL processes and their purpose in cloud environment

14. Key Takeaways
 Information Technology is evolving into a network of services that can be provisioned from
anywhere in the world – supported by advancements in cloud computing technology. As
the cloud computing gains market share and yields significant benefits including cost
benefits, this requires organizations to adapt their existing practices, policies and processes
in order to successfully utilize this advancement of IT to its full potential.
 In this advancement of IT, IT Service Management and ITIL are playing a key role in
operating the cloud environment – the IT Management disciplines still exist but may have
shifted focus from the IT Organization to the cloud delivery model.
 If the organizations around the globe continue to operate as bundles of technologies and
capabilities might lead to serious operational risks; thus the ITIL Service Lifecycle can be
leveraged as a design, build, deploy and operate enabler for Cloud Computing.
 IT Management needs to leverage ITIL frameworks as before, but identify the areas that
need to be updated, changed or modified to provision for the changes required by cloud
computing to realize the combined value that cloud computing and ITIL can bring to the
user organization.

15. Thank You…!