218 Lessons learnt from running Cloud Computing without ITIL Processes

ITIL218 Lessons learnt from running Cloud Computing without ITIL Processes

Cloud Computing & Scalability Issues………………………………………………………1 Cloud Computing & Security ……………………………………………………………………………………………………..4 Cloud Computing as the Ultimate Temporary Storage Solution………….7 More Businesses Opting for their Own Private Cloud Computing Networks……………………………………………………………………………………………………….9 More City Governments Turning to Cloud Computing………………………. 12 Recent Advances in Mobile Cloud Computing……………………………………. 15 The Nuts and Bolts of Cloud Computing………………………………………………………………………………… 18 “Virtualization” & the Emerging Cloud-Based Operating Systems …… 21 What Are Lobots? …………………………………………………………………………………….. 24 Your Cloud Computing Service and Client Expectations…………………… 26 A Closer Look at Amazon’s EC2 and S3 Services……………………………………………………………. 30 Effective, Manageable, Customizable & Flexible: This Is Cloud Computing……………………………………………………………………………………………….. 33 How Advertising Based Pricing Models Function (with Regards to Cloud Computing)……………………………………………………………………………………………….. 37 How Cloud Computing Can Assist in Disaster Recovery Efforts………… 40 How Cloud Computing Positively Affects the Environment………………. 43 The 3 Types of Cloud Computing Services……………………………………………. 47 The Basic Architecture of Cloud Computing………………………………………… 51 What Do Cloud Brokers Do? …………………………………………………………………… 55 What Is The Function of a Content Delivery Network (CDN)……………… 58 Will Cloud Computing Really Reduce Your Budget?…………………………… 61 iii Contents 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 iv Contents Cloud / Web Platforms…………………………………………………………………………….162 Elasticity…………………………………………………………………………………………………….166 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 Cloud Computing and ITSM – 2 peas in a pod…………………………………….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 enduser?…………………………………………………………………………………………………………..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 Does ITIL still cover all Service Management aspects when you utilize Cloud Computing?…………………………………………………………………………………..225 What Software Application do companies want v Contents 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 Index………………………………………………………………………………………………………….257 vi Contents 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 — 218 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 Software as a Service or ANY cloud based services….

You really need to be very mature in your IT Service Management Processes.

Or at the very least your communication with the clients has to be exceptional.

This company didn’t seem to have any of these disciplines in place..

There was no upfront communication with clients on planned maintenance and on a regular basis we didn’t have access to our customer data on the weekend or came into the office on Monday morning to find out that the server upgrades or patches hadn’t worked on the weekend….

Leaving us stranded as the offline version wasn’t configured properly with MS Vista (for whatever reason this seemed to be extremely difficult to do.).

And with the type of business that we are (and we discussed this with this provider prior to signing up with them) we really needed 24×6 availability because our workweek runs until Saturday afternoon around 3pm due to the US timezones…

So a planned unavailability on Friday evening or Saturday morning was quite disruptive to our business…

Yes, I agree that I was probably a highly demanding client (those of you who know me personally are not surprised by this statement!) ; due to the business that I run I don’t accept mediocre service levels from anybody..

I know things can be better and I expect to see clear improvement processes.

After the second issue, I told them that my company specialises in IT Service Management education and that I’d be more than happy to come over to their office to give their IT staff an overview of ITIL and ITSM and how it could help them in their service levels and customer satisfaction.

They declined. 222 — 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… 228 What Software Application do companies want in the cloud? T he following question was posted in a Linkedin forum: “By 2012, according to Gartner, 20% of your industry will be going

Read more about 218 Lessons learnt from running Cloud Computing without ITIL Processes:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and 218 Lessons learnt from running Cloud Computing without ITIL Processes
ITIL - 218 Lessons learnt from running Cloud Computing without ITIL Processes
ITIL and 218 Lessons learnt from running Cloud Computing without ITIL Processes
ITIL - 218 Lessons learnt from running Cloud Computing without ITIL Processes

Recommended For You