IT Service Management and Cloud Computing - AXELOS Webinar

AXELOS.com

Mark O’Loughlin Head of Cloud Advisory, Consultancy and Education

IT Service Management

for Cloud Computing

www.auxilion.com

IT SERVICE MANAGEMENT FOR CLOUD

COMPUTING

Mark O’Loughlin

Head of Cloud Advisory, Consultancy and Education

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

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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)


Cloud Computing

How did we get to today?


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.


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.


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!


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.


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 don’t care about the underlying IT or technology


Poll No.1

Is your organistion using any of the following?

• Public Cloud

• Private Cloud

• Hybrid Cloud

• None

• Don't Know


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


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


Cloud is Disruptive

Gartner Hype Cycle 2010


Cloud is Disruptive

Gartner Hype Cycle 2014


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


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


Real Scenarios


Process. Who’s 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


Process. Who’s 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 …


Process. Who’s Process? Recommendations


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


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


Poll No.3 Service Level Management

Are back to back SLA’s and service agreements becoming a thing of

the past?

• Yes

• No

• Don’t know


Service Level Management

Are back to back SLA’s 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 provider’s 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


Service Level Management

Traditional Urgency & Impact Matrix Sample Cloud SaaS Service Targets

Sample NOC Service Targets

Issues matching service levels (requirements and targets)


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


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


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


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


ABC | Attitudes | Behaviours | Culture

Non-technical reasons preventing the adoption of cloud computing

• Politics

• Turf wars

• Empires

• Culture

• Change

• Fear


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


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-computing





















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]

http://www.auxilion.com/professional-cloud-service-manager










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


Questions

And now…

… over to you.

www.auxilion.com

IT SERVICE MANAGEMENT FOR CLOUD

COMPUTING

Mark O’Loughlin

Head of Cloud Advisory, Consultancy and Education

IT Service Management and Cloud Computing - AXELOS Webinar

Education

Transcript of IT Service Management and Cloud Computing - AXELOS Webinar