216 ITIL framework like tide in the ocean? or is this start of a tsunami?!

ITIL216 ITIL framework like tide in the ocean? or is this start of a tsunami?!

The Browser Based Client OS …………………………………………………………………. 65 Cloud Application Development Tools ………………………………………………… 69 Cloud-Driven Business and IT Services…………………………………………………. 72 Cloud Management Platforms ………………………………………………………………. 77 Cloud Parallel Processing ……………………………………………………………………….. 81 Cloud Services Brokerage……………………………………………………………………….. 85 Cloud Testing Tools and Service…………………………………………………………….. 89 Cloudbursting ………………………………………………………………………………………….. 92 Community Cloud……………………………………………………………………………………. 96 Virtual Private Cloud Computing………………………………………………………….101 Cloud APaaS …………………………………………………………………………………………….104 Cloud Computing for the Enterprise ……………………………………………………108 Cloud Computing Security Concerns ………………………………………………….112 Cloud Email………………………………………………………………………………………………116 Cloud-enabled BPM Platforms ……………………………………………………………..121 Compute Infrastructure Services ………………………………………………………….125 DBMS as a Cloud Service ……………………………………………………………………….129 Enterprise Portals as a Service ………………………………………………………………133 Hybrid Cloud Computing ………………………………………………………………………137 Private Cloud Computing ………………………………………………………………………141 The 4th stage of cloud development: …………………………………………………..145 Cloud Computing……………………………………………………………………………………149 Cloud Service Integration………………………………………………………………………153 Looking at Cloud Storage………………………………………………………………………158 Cloud/Web Platforms……………………………………………………………………………..162 Elasticity ……………………………………………………………………………………………………166 iv Contents Server Virtualization: What’s your ROI ………………………………………………….170 Platform as a Service (PaaS) …………………………………………………………………..174 What can go wrong in Cloud Computing? …………………………………………178 Why can’t we agree on the definition of Cloud Computing? …………..182 Ivanka’s Blog Articles Cloud Computing and ITSM – 2 peas in a pot… ………………………………….188 Service Level Management for cloud computing ……………………………..190 Top 10 things to consider when migrating to SaaS or Hosted Software solutions -…………………………………………………….193 Cloud Computing, SaaS or virtualization…

What changes for the end-user? …………………………………………………………..197 Cloud Computing killed the Capacity star ………………………………………….200 Will ITIL V5 still have Capacity Management as a process? Or is it replaced by Cloud Management? ……………………………………………203 The benefits of Cloud Computing in relation to Climate change… …206 Green IT – pie in the sky? No…

Head for the clouds! …………………………..208 Cloud computing or rather…computing in the cloud ………………………210 ITIL Information Security Management – the facebook way ……………212 Is this the end of an era? Will Cloud Computing separate the “boys from the men”?………………………………………………………216 ITIL framework like tide in the ocean? or is this start of a tsunami?! ………………………………………………………………….218 Lessons learnt from running Cloud Computing without ITIL Processes ……………………………………………………………………………221 v Contents Does ITIL still cover all Service Management aspects when you utilize Cloud Computing?……………………………………………………225 What Software Application do companies want in the cloud?…………………………………………………………………………………………….229 Stupid Cloud Computing – why don’t you work? …

The Art of avoiding disasters in the office through continuity management. …………………231 Three things Project managers needs to know to manage successful SaaS implementations…………………………………….234 In times of economic crisis…

Don’t stick your head in the sand but HEAD FOR THE CLOUD! …………………………………………………………………..237 No need to fear – the private cloud is here………………………………………….240 What Sao Paulo forgot to do … (follow on from ITIL Capacity Management) ………………………………………244 8 Best Cloud Computing Essential Tips for the business traveller …..247 Don’t compare Apples to Cloud Computing………………………………………249 What do you think of cloud based email? …………………………………………..251 vi part i the art of serViCe Cloud Computing & Scalability Issues computing in general is the ability of various apps and web objects to effectively scale up or down in order to match the system that they’re running on; the goal being to provide equal (or near equal) access to everyone connected to the cloud.

Most individuals seem to be adrift in the belief that all scalability issues are automatically dealt with by the cloud itself; this is O — W hen I teach my students about the ITIL process of Information security Management the biggest concept to teach is the 212 iVanka’s blog artiCles itil information seCurity management – the faCebook way changed their Terms of Service (read SLA) without notifying the users in advance… (strike 1) The new TOS stipulates that ALL content placed on Facebook, including – but not limited to- photos are owned by Facebook.

This includes information that are contained in (backups of ) closed accounts (strike 2) AND Facebook retains the right to do whatever they want with this material.

Including – but not limited to using your image AND name as part of advertising campaigns (strike 3).

So basically, Facebook is doing everything wrong when you compare it to the formal ITIL Framework of good IT Service practices.

Availability of content is not just about having it available; it is just as much about keeping certain information UNavailable.

You should only be able to get to the information on a ‘need to know’ basis.

Also, what Facebook is doing is playing straight into the cards of everybody who is opposed to Cloud Computing practices.

You can just wait for the blogs to appear with titles like: “I told you so, cloud computing is NOT secure”..

A great opportunity for better value for money in the form of Software as a Service, Platform as a Service, Hosted Services and other cloud computing related service offerings has now been compromised.companies who are ethical and have a high level of integrity and who WANT to offer cloud computing services to its clients will have a more difficult sales job to do because of the stunt that Facebook pulled this month.

Because: “When Facebook can do something like this, what to say that you are not?!” So what can we do about this? well..

Nothing really: it’s a case of ‘too little too late’ as information on Facebook’s databases and 213 iVanka’s blog artiCles itil information seCurity management – the faCebook way backups can still be used at random.

Even when you close your account and delete your information, it may still be available on backups.

Why do I care? That was a question I asked myself this morning when I read a waterfall of twitter entries about the updated Facebook Terms of Services.

Initially, I didn’t think much of it as I work on the principle that everything I put on the internet will end up somewhere and nothing is really private anyway.

But I drew the line when I read the sentence that I made bold in the license paragraph taken from the Terms of Service: • Licenses – You are solely responsible for the User Content that you Post on or through the Facebook Service.

You hereby grant Facebook an irrevocable, perpetual, non-exclusive, transferable, fully paid, worldwide license (with the right to sublicense) to (a) use, copy, publish, stream, store, retain, publicly perform or display, transmit, scan, reformat, modify, edit, frame, translate, excerpt, adapt, create derivative works and distribute (through multiple tiers), any User Content you (i) Post on or in connection with the Facebook Service or the promotion thereof subject only to your (http://www.facebook.com/privacy/) or (ii) enable a user to Post, including by offering a Share Link on your website and (b) to use your name, likeness and image for any purpose, including commercial or advertising, each of (a) and (b) on or in connection with the Facebook Service or the promotion thereof.

You represent and warrant that you have all rights and permissions to grant the foregoing licenses. 214 iVanka’s blog artiCles itil information seCurity management – the faCebook way I do not wish for my face, name and other personal information to be used for a marketing campaign or commercial or advertising without my explicit approval.

I mean: the chance of this actually happening is minuscule but still…..

This is where I draw the line.

I just don’t know what to do, apart from removing all photos and lay low for a few years to let this blow over…

Maybe they use annual incremental backups so with a bit of luck I will be safe in about 18 months or so. — 216 iVanka’s blog artiCles is this the end of an era? I know what I would do.. We did it a few months ago: we no longer use Microsoft Exchange Server.

We no longer need the IT support that goes with managing email ID’s etc.

That could amount up to a massive cost saving for the small business owner, but what will it mean for the small IT shop?!?! The only way to succeed in this industry (imho) is to be amazing with your services.

Your clients will want to stay with you – not for the money, but for the unparalleled service which they can NOT get anywhere else! Technology is replaceable for something with the exact same features and benefits – service is not. 217 ITIL FRAMEWORk LIkE TIDE IN THE OCEAN? OR IS THIS START OF A TSUNAMI?! And I’ll tell you why: in the ‘80s and ‘90s ITIL came up from a mainframe / Datacenter centric IT delivery model and it worked really well.

This type of IT infrastructure really thrived on the structure and disciplines offered by the ITIL framework.

As such, the ITIL framework became very popular and offered lots of value to many IT organisations worldwide.

It created improvements in service stability, customer satisfaction, efficiencies and as a result better value for money.

But then came the Client/Server delivery model and ITIL moved out of the datacenter into the generic IT realm; broadening its reach into network support and application management and maintenance.

IT became more visible to the average business employee through the desktop interface.

The desktop was a separate ‘organism’ and so much more than the terminals we had before.

There where so many more things that could go wrong; connections could break, mechanical things could stop working and software was added that made the entire system quite vulnerable to issues, problems and downright failure.

To this date I feel that many W here am I going with this? Well…I am starting to see the first lead indicators of a changing trend in the use of the ITIL framework. 218 iVanka’s blog artiCles itil framework like tide in the oCean? or is this start of a tsunami?! IT Professionals are still unclear on how exactly ITIL can help them in their daily tasks of maintaining a piece of equipment, infrastructure or software application.

We all know that ITIL is good for us – that we can only benefit from structures and discipline – but when you ask the average technical IT professional they can’t tell you exactly how ITIL will help them with their part of the job.

And that’s where theory and real life differ: the books say that ITIL touches all areas of the IT organisation, and I personally believe that this is true, but in real life there are many areas where technical expertise and ad-hoc problem solving is needed on a day-to-day basis.

And then came cloud computing.

More and more organisations are using cloud based solutions for their IT Service delivery.

Storage is in the cloud, Processing capability in the cloud and through server and desktop virtualization we have basically come full circle to a scenario where IT Service delivery is handled by specialist groups and companies that manage a large Datacenter.

All IT Services are consumed via thin client or Zero client appliances which look remarkably like a mobile version of the ‘old’ mainframe terminals…

Am I saying that ITIL is no longer needed? NO ITIL is needed – probably more so than ever, and that is what I mean by the Tsunami in the title of this article.

But ITIL will retract into the dungeons of IT Service Delivery where the structure and disciplines are needed to consistently manage multi tenanted servers where the customer dependency is 1 to many.

ITIL is needed more than ever because one simple mistake or oversight will 219 iVanka’s blog artiCles itil framework like tide in the oCean? or is this start of a tsunami?! have massive implications for multiple services delivered to multiple clients and their end users.

The interdependence between services becomes more important and as a result of this the need for ITIL processes.

Maybe Cloud Computing will be the saving grace for the ITIL framework because it is clear again what the value add is of the framework and the guidance; it becomes a logical part of managing the services and because clients expect ‘always on’ IT Services the business case for ITIL Service Management is simple.

Let the experts deal with the technology while the business enjoys the experience.

The tsunami happens in the datacenter and the IT groups, while the consumers of IT Services enjoy a relaxing day at the beach…

An experience that matches exactly the description in the brochure based on which they purchased the service in the first place. 220 LESSONS LEARNT FROM RUNNING CLOUD COMPUTING WITHOUT ITIL PROCESSES enable more streamlined customer interaction and more efficiency in account management.

The CRM software we used didn’t work the way we wanted it and after some research (mainly because we used Microsoft Exchange with Outlook as an email client) we looked to start using MS Dynamic CRM as our contact and account management software.

Because of the nature of our business I didn’t want software on the server in the office so we opted to sign up for a SaaS / hosted solution.

This seemed to be the best of both worlds: • • • No upfront large capital expenditure.

Pay as you Go, no long term contracts.

Internet based, so we have access to customer data no matter where we are in the world.

Well – not such a good story, I’m afraid …

The company we signed up with didn’t realise or understand that when you provide hosted solutions, O nce upon a time, really not that long ago…

Approximately 3 years to be exact….

I wanted to improve our business processes to 221 iVanka’s blog artiCles lessons learnt — environment.

Should there be an extension to ITIL specific for Cloud Computing environments? (hey – idea, just thought of this..

We could call this ITIL V3.1 or ITIL V4…

Just kidding!).

Following is the summary of some of the emails we exchanged as I thought that it might give some food for thought for other people who work in this space. The question: where does ITIL fall short in a Cloud Computing environment? My initial response is: no-where…

But let me think about this a bit more….. 225 iVanka’s blog artiCles does itil still CoVer all serViCe management aspeCts   This is an interesting question as it links in to two (and probably more) factors: • • Do you see ITIL as an operational framework, or as a component of IT Service Management as a whole.

Do you see cloud computing as a collection of various internet / virtual based IT services? Cloud computing is more than only desktop or server virtualization although most organisations are working with Cloud Computing concepts in this context.

Cloud computing is also Software as a Service, Platform as a Service and Storage as a Service, as well as Web based (hosted) database and application services.

When you continue on this train of thought, you can also think about WHERE the ITIL framework is being utilized: at the delivery side of cloud computing services, or at the receiving side of cloud computing services? OK –first scenario: Let’s assume that we are part of an IT organisation that DELIVERS Cloud Computing Services (and SaaS in particular).

Which areas of ITIL are not coherent with this delivery model? Myanswer is easy: NONE.

All components of ITIL are of interest and importance as the SaaS is a service delivery to external customers so you need to consider all phases in the lifecycle from Strategy to Operation and CSI.

You will need to have controls and management structures in place to build a sustainable IT infrastructure that has the ability to deliver the 226 iVanka’s blog artiCles does itil still CoVer all serViCe management aspeCts   Software Services as per the agreed Service Levels.

You probably need MORE controls because you always have the unknown factor of the ISP or internet connection to deal with.

Second scenario: Virtual server environment as part of a data centre that utilizes ITIL processes for Service Management controls.

The ‘boxes’ still have to fit in with the overall service offering, you still need to manage their entire lifecycle.

Capacity management and Configuration Management are extremely important as automated sniffing tools might have some issues with an accurate overview of the Configuration Items.

I fully agree with the fact that is only the process component of IT Service Management, and there is a whole lot more to managing your IT Services in a consistent and quality way than to simply look at the ITIL books.

In fact – most ITIL implementations fail to deliver any value and measurable benefits because of the isolated focus on ITIL and not ITIL in the context of IT Service Management.

So we absolutely agree on that point.

I have attached the first few pages of one of our Cloud Computing publications – it might inspire you.

ITIL is by no means the holy grail to fix all problems within the IT industry, but the point that I was trying to make is that it shouldn’t make a difference how and where you get your service components – the delivery management controls should stay the same! Mind you – I am not looking 227 iVanka’s blog artiCles does itil still CoVer all serViCe management aspeCts   at this from a technical point of view..

I agree that at a technical level a lot of the activities will be (slightly) different, but when you approach this question from a Service Management point of view it stays very much the same.

Even the RACI diagrams for most roles will be unaffected by the introduction of cloud computing services.

One of the reasons why I feel so strongly about the need for ITIL Service Management processes with appropriate levels of control and coordination is because I have been at the receiving end of a SaaS service provider who clearly didn’t have those controls.

And I can tell you from personal experience that this is highly frustrating.

I am sure I will be writing about this more often…

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ITIL and 216 ITIL framework like tide in the ocean? or is this start of a tsunami?!

ITIL - 216 ITIL framework like tide in the ocean? or is this start of a tsunami?!

ITIL and 216 ITIL framework like tide in the ocean? or is this start of a tsunami?!

ITIL - 216 ITIL framework like tide in the ocean? or is this start of a tsunami?!