IT Service Management and Cloud Computing - AXELOS Webinar

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Transcript of IT Service Management and Cloud Computing - AXELOS Webinar

  • AXELOS.com

    Mark OLoughlin Head of Cloud Advisory, Consultancy and Education

    IT Service Management

    for Cloud Computing

  • www.auxilion.com

    IT SERVICE MANAGEMENT FOR CLOUD

    COMPUTING

    Mark OLoughlin

    Head of Cloud Advisory, Consultancy and Education

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Spread the Message

    Twitter @oloughlinmark

    @AXELOS_GBP

    Email [email protected]

    Web www.auxilion.com

    www.AXELOS.com

    Blog www.markoloughlin.org

    www.AXELOS.com/news/blogs

    http://www.auxilion.com/solutions/service/cloud-advisory-and-consultinghttp://www.markoloughlin.org/

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Introduction

    Head of Cloud Advisory and Consulting

    Consultant

    - Service Management

    - Service Architect / Designer

    Author

    - The Service Catalog

    - Professional Cloud Service Manager course

    - Service Management for Cloud Computing (In progress)

    ITIL Master

    ITIL Trainer

    Director itSMF Ireland

    Director Cloud Credential Council

    Member of WG25CA (ISO/IEC 20000 workgroup)

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Cloud Computing

    How did we get to today?

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    1900s

    Before the electricity grid, companies

    had to build their own power plants in

    order to have electricity.

    Building and running electricity plants

    was a non-core activity.

    The advent of shared electricity leads

    to electricity being provided via a

    public grid system as a utility.

    Companies no longer need to build

    and operate their own independent

    electricity plants.

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Quick Timeline

    The advent of shared compute leads to IT being provided via a public and private grid system

    as a utility.

    Companies no longer need to build and operate their own independent IT factories

    but they will do in many circumstances. In other cases they will outsource IT as a commodity.

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Quick Timeline - Recent

    Modern-day cloud computing appeared in 1999.

    And today we are exploring what we need to do to adapt ITSM and operations for the

    cloud!

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    2015

    The advent of shared compute leads

    to IT being provided via a public and

    private grid system as a utility.

    Companies no longer need to build

    and operate their own independent IT

    factories

    but they will do in many

    circumstances, in other cases they

    will outsource some or all of the IT

    factory as a commodity.

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Todays world of cloud computing

    We have a global interconnected data grid the Internet

    Cloud computing provides always-on utility based services like electricity

    Time sharing of mainframe resources is replaced by cloud computing

    IT no longer needs to build the entire IT factory

    Organisation consume services not IT.

    Consumers dont care about the underlying IT or technology

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Poll No.1

    Is your organistion using any of the following?

    Public Cloud

    Private Cloud

    Hybrid Cloud

    None

    Don't Know

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Cloud Computing

    Benefits of Cloud Computing

    Reduces IT asset ownership

    Reduces overall capital expenditure costs (CAPEX)

    Reduces IT overcapacity

    Increases the capabilities of the IT organization

    Leverages newer technologies

    Provides utility based charging

    Introduces real economies of scale

    Cost savings

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    How cloud is changing the workplace

    Transform with the Cloud

    Scalable

    On-demand

    Economies of scale

    Rapid elasticity

    Quicker time to market

    Utility / commodity of IT

    Real remote access

    Device agnostic

    Future Proof

    Cost Savings

    etc.

    Cloud provides options and flexibility

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Cloud is Disruptive

    Gartner Hype Cycle 2010

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    Cloud is Disruptive

    Gartner Hype Cycle 2014

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Cloud is Disruptive

    Service providers globally

    have had to change their

    business model and adapt

    to the disruptive nature of

    cloud.

    Organisations will need to

    adapt also

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected]auxilion.com | t @oloughlinmark

    Poll No.2

    Have you modified and adapted your processes and functions to cater

    for cloud computing?

    Yes

    No

    Not applicable. Not using cloud computing

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    Real Scenarios

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    Process. Whos Process? What Process?

    Chose any process and put it in the

    middle. This is the the future.

    Can anyone tell

    which process

    this is?

    Cloud Provider

    Cloud Provider

    Cloud Provider

    Cloud Provider

    Cloud Provider

    Your process in

    here somewhere

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Process. Whos Process? Recommendations

    1. Accept the fact cloud is disrupting the end-to-end process flow

    2. Understand this disruption is positive and normal

    3. Retain overall accountability of your processes end-to-end

    4. Focusing on outcomes not outputs

    5. It is ok to let go of lower end activities as long as you are not

    affected e.g. the cloud provider will manager their incidents

    6. Process management is becoming more about suppler, contract

    and service level management, rather than activity management

    7. Remember the most dangerous phrase in business is

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    Process. Whos Process? Recommendations

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Change Management

    Secret No. 1

    Change management can

    inhibit the benefits of cloud

    computing unless modified.

    Secret No. 2

    A modified change

    management process can

    Control spend and costs

    Prevent VM sprawl

    Reduce licensing

    Control cloud usage

    Be proactive

    Help the case for cloud

    computing

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Change Management - Recommendations

    1. Use pre-approved change models for increasing and decreasing

    agreed cloud computing change requests

    2. Use service orchestration where possible (linked to point 1)

    3. Manage the OPEX spend - agree pre-approved maximum

    thresholds for increasing cloud computing services

    4. Invite finance, business owners and budget holders to the CAB

    i.e. they approve their spend of budget on cloud computing

    resources used by their departments

    5. Use change records to validate if previous increases in cloud

    computing resources are still required

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Poll No.3 Service Level Management

    Are back to back SLAs and service agreements becoming a thing of

    the past?

    Yes

    No

    Dont know

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Service Level Management

    Are back to back SLAs and service agreements a thing of the past?

    Public Cloud

    In public cloud the big cloud providers deliver to their SLA

    In public cloud the service is shared and SLA is generally the same

    for all customers

    In public cloud, SLA is generally on the cloud providers terms

    Private Cloud

    In private cloud customers have the ability to define the SLA, but the

    cost is higher than that of the public cloud equivalent

    In private cloud, SLA is generally defined by the customer

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Service Level Management

    Traditional Urgency & Impact Matrix Sample Cloud SaaS Service Targets

    Sample NOC Service Targets

    Issues matching service levels (requirements and targets)

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Poll No.4 Service Catalogue

    Does your IT organisation provide their services through a service

    catalogue (of any description)

    All services offered through SC

    Some services offered through SC

    No services offered through SC

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Service Catalogue

    Cloud Providers

    Many cloud providers offer services through online service

    catalogues

    This is quick, efficient, on-demand services

    Costs are clear and easy to understand (caveat sometimes)

    Services are clearly defined, described and understood

    IT Departments

    Many IT departments still do not use service catalogues at all

    This is slow, inefficient and non-demand

    Services may not be clearly defined, described or understood

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Service Disintermediation

    Definition

    Disintermediation is the removal of intermediaries in a supply chain, or

    cutting out the middleman.

    In other words:

    The business cutting out the IT department and buying cloud based

    services direct from cloud service providers

    This is a real threat and devalues the IT organisation

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Service Disintermediation - Recommendations

    1. Expand the function of the service desk. It was never just meant to

    be Level 1-2 focused.

    2. Develop a real SPOC Single Point of Control

    3. Control disintermediation (reduce Shadow IT)

    4. Offer cloud services from the Service Catalogue

    5. Offer services comparable to external cloud computing vendors

    6. Be very responsive - introduce service orchestration

    7. Become agile expand the control of Change Management

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    ABC | Attitudes | Behaviours | Culture

    Non-technical reasons preventing the adoption of cloud computing

    Politics

    Turf wars

    Empires

    Culture

    Change

    Fear

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    High Level Recommendations

    To introduce cloud you need to build on a solid foundation

    ITIL, COBIT, ISO/IEC: 20000 are all suitable foundations

    Adapt your processes and functions to benefit from cloud

    Understand that outsourcing part of the IT factory is just

    business

    Retain end-to-end accountability of processes

    Embrace the disruptive nature of cloud

    Develop a real and useful service catalogue

    Educate the business to facilitate cloud adoption and

    eradicate doing more of the same

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Helpful Resources

    AXELOS White Paper on

    ITIL and Cloud

    Computing https://www.axelos.com/case-studies-and-

    white-papers/it-service-management-and-

    cloud-computing

    https://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computinghttps://www.axelos.com/case-studies-and-white-papers/it-service-management-and-cloud-computing

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Cloud Education Services

    Contact Auxilion to learn more about

    what cloud is and how your

    organisation can benefit from cloud

    computing.

    Auxilion provides professional cloud

    courses certified by the Cloud

    Credential Council.

    Contact

    [email protected]

    Course Dates

    http://www.auxilion.com/professio

    nal-cloud-service-manager

    mailto:[email protected]://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-managerhttp://www.auxilion.com/professional-cloud-service-manager

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Professional Cloud Service Manager

    Course Content

    Cloud Service Management

    Fundamentals

    Cloud Service Management Roles

    Cloud Service Strategy

    Cloud Service Design, Deployment

    and On-Boarding

    Cloud Service Management

    Cloud Service Economics

    Cloud Service Governance

    Showing the Value of Cloud

    Services

    Popular Service Management

    Frameworks

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

  • W www.auxilion.com | T +353 (0) 87 9202 905 | E [email protected] | t @oloughlinmark

    Questions

    And now

    over to you.

  • www.auxilion.com

    IT SERVICE MANAGEMENT FOR CLOUD

    COMPUTING

    Mark OLoughlin

    Head of Cloud Advisory, Consultancy and Education

  • Copyright AXELOS Limited 2015.

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