Marcos cloud-in-the-castle-v040811

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 castle on a cloud.

[Young Cosette - Les Miserables]

Pink Elephant

Pink Elephant Inc. 2011. Los contenidos de este documento están protegidos por derechos de autor y de ninguna manera podrán ser reproducidos sin el consentimiento de Pink Elephant Inc. ITIL es una Marca Registrada de la Office of Government Commerce y está registrada ante la Oficina de Patentes y Marcas de los Estados Unidos de Norteamérica.

Knowledge translated into results

THE WINDS OF CHANGE

New Challenges for IT

Disruptive TechnologySocial MediaGreen ComputingCloud ComputingMobility

New ChoicesSAASThe rise of the MSPGlobal SourcingOpen SourceLow Cost Hosting

New RequirementsFinancial TransparencyValue vs. Cost



IT Under Pressure To Change

Internal Customer Dissatisfaction, Consumerization

User Community

Board/Executives

Need to Cut G&A Overhead

MassiveTechnologyChanges



Consumerization and Cloud ComputingHit the Enterprise

MICROSOFT AND AMAZONWANT TO RUN YOUR DATA CENTER!



“2010 CIO Agenda” - Gartner

Indicators lead to cloud as future



IT Strategy & Cloud Services

Business Product

Business Service

Business ProcessBusiness ProcessBusiness Process

Service Catalog

Produce

Ship

Distribute

Market

ExploreDevelop

RefineBlend

StorePipe



IT Service Concepts

“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 business

Supports the customer’s business objectives Perceived by the customer as a

coherent whole

What Is A Service?



“An IT System is a number of related components that work together to facilitate the delivery of a service.”

IT System

Systems vs Services

IT Service



Sourcing Services

• Janitorial Services• Linen Services• Plant Maintenance• Refining Services• Fleet Management

• Janitorial Services• Linen Services• Plant Maintenance• Refining Services• Fleet Management

Based On Source: eSCM-CL Part 1

• Finance & Accounting

• CRM Services• Call Center• Purchasing• Payroll Services

• Finance & Accounting

• CRM Services• Call Center• Purchasing• Payroll Services

• Data Center Services• Software As A Service• Telephony• Messaging• Desktop Automation• End User Services• Hosting / Storage

• Data Center Services• Software As A Service• Telephony• Messaging• Desktop Automation• End User Services• Hosting / Storage

• Laptops• Shrink wrapped

Software• Network Equipment• Servers• Memory

• Laptops• Shrink wrapped

Software• Network Equipment• Servers• Memory

eSourcing



Service Unit 3

ExternalBusiness

Unit A

External Supplier

Business Unit D

Service Unit 4

Embedded IT

Business Unit A

Business Unit C

Business Unit B

Business Units

Service Value NetworkService Ecosystem

Service Unit 1

Service Unit 2

Shared IT Services

3 Service Supplier Types

Service X

Service Z

Service Y

Service WDedicated

Service

SharedService

OutsourcedService

Service Catalog



Cloud As A Service

Service model

Cloud SaaS

Cloud PaaS

Cloud IaaS

Characteristics

On-demand self-service

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

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.“

“



Cloud Concerns - Perceptions



Cloud Computing & Management

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

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]

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]

What the IT Community is quickly coming to realize is that to 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.

What the IT Community is quickly coming to realize is that to 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.

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.



ExternalSuppliersExternal

Suppliers

Traditional supply model

InternalBusiness

Customers

IT Function

IT Services(Service Catalog)

External ITSuppliers

Products

Services

Customer Organization

SLAs Contracts

Occasional Contact

HardwareSoftwareEnvironment

WAN ServicesTelephonyData Center ServicesSaaS / Cloud Services

IT Supplier Mgmt. Business Process Outsourcing

Warning: Direct Business Relationship Bi-passing IT Supplier Mgmt. is a risk



Operational

SuppliersTacticalSuppliers

StrategicSuppliers

CommoditySuppliers

Value and importance

High

Risk and impact

Medium

Low

OperationalSuppliers

Low Medium High

Supplier Categorization

Strategic:

For significant ‘partnering’ relationships that involve senior managers sharing confidential strategic information to facilitate long-term plans.

Tactical:

For relationships involving significant commercial activity and business interaction

Operational:

For suppliers of operational products or services

Commodity:

For suppliers that provide low-value and/or readily available 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

TacticalSuppliers

TacticalSuppliers



Service Lifecycle & Supplier Involvement



Problem Management

Change Management

Incident Management

DML

Request Fulfillment

Ser

vice

Des

k

Ser

vice

Cat

alo

g

Event Management

Integrated Process Example

Access Management

Supplier Management

Service Level Management

Release & Deployment Mgmt.

Availability & Capacity Mgmt.Information Security Mgmt.

Financial Mgmt.

Service Asset & Config. Mgmt.

IT Service Continuity Mgmt.

Automated Provisioning Requires Process Automation



Org 3Org 2Org 1External

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

Process Owner

Sponsor

ITSM Executive

ITSM Governance

ProcessManager

Coordinator

ProcessManager

ProcessManager



Procurement & ContractingElements 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

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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