Subject Code & Name: 20IT510 CLOUD

SERVICES MANAGEMENT
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UNIT -1
CLOUD SERVICE MANAGEMENT FUNDAMENTALS
Cloud Ecosystem - The Essential Characteristics - Basics of Information Technology
Service Management and Cloud Service Management - Service Perspectives -Cloud
Service Models - Cloud Service Deployment Models

DEFINING CLOUD COMPUTING

 Definition: Applications and services that run on a distributed environment using
virtualized resources and accessed by common internet protocol and networking
standards.
- It is a virtualization-based technology that allows us to create, configure, and
customize applications via an internet connection.
- NIST Definition: Cloud computing is a model for enabling ubiquitous, convenient,
on-demand network access to a shared pool of configurable computing resources
that can be rapidly provisioned and released with minimal management effort or
service provider interaction.
- Gartner Definition: Cloud computing is a style of computing where massively
scalable IT-related capabilities are provided as a service across the Internet to
multiple external customers.
- Forrester Definition: Cloud computing is a pool of abstracted, highly scalable and
managed infra structure capable of hosting end-customer applications and billed by
consumption.
- Cloud computing is web-based processing, whereby shared resources, software and
information are provided to computers and other devices on-demand over the
internet.
 No limit for resources (virtual) – the user having abstract details about the software
that runs on the physical system
 It takes
1. Technology
2. Services
3. Applications This turns into self-service utility.
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 Concepts of cloud computing:

1. Abstraction
- Abstract details of system implementation from users and developers
 No specified details of the physical devices to run the application
 Unknown data storage location
 Outsourced Administration
 Ubiquitous (universal or global) user access
 Platform independent
2. Virtualization
- Virtualize system by using pooling and sharing resources
 Centralized infrastructure for storage
 Cost estimation
 Enabled Multi-tenancy (mode of operation of software where multiple
independent instances of one or multiple applications operate in a shared
environment)
 Dynamic and Scalable resources
 Cloud Service Paradigm
1. Characteristics
2. Service Models
3. Deployment Models

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CLOUD COMPUTING ECO SYSTEM

 4 Layers(partition)
1. Business Process (SOA)
2. Application Services – provides a basis for SaaS
3. Platform Services – forms a basis for PaaS
4. Infrastructure Services – forms a basis for IaaS
 Diagrammatic Representation:

 Role of Cloud Ecosystem: It is a complex system of interdependent components

working together to enable cloud services.
 End – to End Management: It creates challenges in terms of managing different
layers for an end-to-end cloud adoption strategy of an organization.
 Functionalities: CIO must arrange
a. On-boarding
b. Managing
c. Delivering IT and business services
Performance Parameters:
a. Consistent Performance
b. Security
c. Control
 Different Roles within the Cloud Eco System:

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 Cloud Reference Architecture: With respect to cloud eco-system

 Cloud Consumer:
- It is party who uses services offered by cloud providers, cloud brokers and
cloud carriers during the business
- A person or organization that maintains a business relationship with, and uses
service from, cloud providers.
- Steps:
a. Browse the list of services (catalogue of available resources) offered by
cloud service providers or cloud broker’s
b. Request the desired services
c. Negotiates the terms of the service contract with the cloud provider
 Cloud Providers of Cloud Service Provider (CSP):
- It is an entity responsible for making a service available to cloud consumers
(either directly or indirectly)
- Roles:
a. Acquire and maintain necessary computing infrastructure
b. Supports various services (run different software applications) –SaaS
and PaaS
c. Arrangement for the delivery of the cloud services to the cloud
consumers via network access

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- Example: Google Cloud, Microsoft Azure, and Amazon Web Services

(AWS), etc…
- Two types:
i. Primary Cloud Service Provider
o Services provided by the company itself
o They won’t outsource the production of their services to third
parties
o Example: Google Cloud, Microsoft Azure, and Amazon Web
Services (AWS), etc…
ii. Intermediary Cloud Service Provider
o Communicate with other providers without disclosing information
about the primary provider(s).
o Integrates the services of one or more primary providers into the
service it offers to customers.
 Cloud Carrier:
- It is an organization uses the infrastructure like internet and
telecommunications to connect with the end users (or) consumers.
- Cloud providers negotiate Service Legal Agreements (SLAs) with a cloud
carrier to ensure that cloud consumers receive a service level commensurate
(adequate) with the requirements stated in SLAs.
- It enables the deployment of highly complex application in cloud.
 Cloud Broker: (CSB)
- It is an organization that controls
o Usage
o Performance of cloud services
o Delivery of Cloud services
o Negotiates Partnership between cloud providers and cloud consumers
- Three types of services:
a. Aggregation
b. Arbitrage

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c. Intermediation
- It choose from different cloud solutions
- Example: Azure, Pax8, AWS Service Catalog, AppDirect Monetization
Suite, IBM Cloud Broker, interworks
 Cloud Auditor:
- It is a third party that evaluates cloud services independently and provides
an opinion based on those findings.
- It examines controls of cloud computing service providers.
- Assessment parameters:
a. Security
b. Privacy
c. Performance
- Compliance with guidelines can be confirmed by audits by examining
observable evidence. (verify the compliance with the standard)
Essential Characteristics (unique features)
 Core attributes (5 Attributes)
1. On demand 2.Broad Network 3.Resource
4. 5. Measured
Pooling
Ra Service
pid
Ela
stic
ity
a. On-demand:
- It is an important and valuable features of cloud computing.
- It is enterprise-level delivery model that allows users to easily provision and
deprovision cloud resources when needed or “on-demand.
- Self-service mode: Consume storage and server time as required without
intervening with the service provider. (control the usage, add or delete services)
- Example: AWS, Microsoft, Google, IBM, Salesforce.com
b. Broad Network:
- Resources are allowed to access through any network from multiple locations.
- It allows to access the functionality across a range of devices and permitting
remote connectivity from anywhere with an internet connection.
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- Cloud resources can be accessed by using any digital device (mobile phones,
laptops, tablets etc..) from anywhere in the world where internet connection
exists.
- Parameters : (for effective usage)
a. Fast connection (bandwidth)
b. No latency (No delay)
c. Excellent Quality of Service (QoS)
c. Resource Pooling
- Resources: Hardware or Software (Computation, Storage or network )
- Resource Pool: A resource pool is a group of resources that can be assigned to
users.
- Resource Pooling: Serving the several consumers with a shared set of material
assets. (service to the consumers simultaneously)
- Data security should not compromised while sharing the resources (multi-
tenancy -> maintain individual space for every user)
- Dynamic Allocation: Resources are dynamically provided according to need
rather than being permanently allocated to users.
- Efficient Utilization: As load or demand fluctuates over time, this results in
efficient resource usage.

d. Rapid Elasticity
- It is one of the important and critical characteristics of cloud computing
- Elasticity: Scale the cloud resources as per the need of the consumers
- Resource Provision: Cloud computing can quickly provision resources when
the organization needs and pay for that portion of consumption. (pay-per-use
services)
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- Consumers benefit from rapid elasticity because they can expand or reduce their
resources based on their needs.
- Example: ecommerce platform, Amazon Web Services, Microsoft Azure, and
Google Cloud support rapid elasticity in cloud computing.
- Difference between Scalability and Elasticity:
o Elasticity is used to meet dynamic changes, where the resources need can
increase or decrease.
o Scalability is always used to address the increase in workload in an
organization.
- Advantages:
a. High availability and
c. Automation capability
reliability
d. Cost effective
b. Growth supporting
- Disadvantages:
a. Learning Curve (learning new programming tools)
b. Security (authentication, incident response, root cause analysis)
c. Cloud lock-in (vendors lock the resources into the service)
e. Measured Service
- It is a essential service or function in cloud computing (connected to payments)
- It is a delivery model in which a utility provider monitors how much of a
particular service each customer consumes within a designated time period.
- Pay-as-you-go: The amount fluctuates depending on how much resource it
really uses. (charging based on time and usage)
- Cloud computing automatically regulate and optimize resource utilization.
- Resource usage can be monitored, controlled and reported, providing
transparency for both the providers and consumers of the utilized service.
- Advantages:

a. Increase in revenue margin d. Improve level of automation

b. Improve quality of user e. Improve transaction latency and
experience throughput
c. Improve elastic scaling cost f. Increase open source adoption

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BASICS OF INFORMATION TECHNOLOGY SERVICE

MANAGEMENT AND CLOUD SERVICE MANAGEMENT
Information Technology Service Management (ITSM)
 Service management: It includes the operational aspects of the applications and
services.
 Goal of IT Service Management: IT teams manage the end-to-end delivery of IT
services to customers.
 Definition: It define an approach towards IT processes and service delivery,
strictly aligned with business objectives.
 Core Concept of IT Management: IT should be delivered as a Service
 Different Services: It includes all the processes and activities to design, create,
deliver, and support IT services.
 Practices involved in entire life cycle:
a. Designing b. Developing c. Managing d. Optimizing
 IT services incorporates
a. Best Practices b. Technology c. People d. Processes
 Requirements needed for ISTM software and Tools:
a. Easy to use and setup
b. Enable collaboration (Provides a platform for developers and cross-functional
teams to work together for faster issue resolution.)
c. Adapts to your needs
 Situation Enables ITSM: Need streamlining to maximize the business value

a. Service Management
b. Asset Management
c. Service Lifecycle
d. Incident Management
e. Change Management
f. Problem Management
g. Service Level Management - Defining and maintaining service level
agreements (SLAs) to ensure service quality.
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 Example: Submitting ticket to resolve a laptop issue ( fill and submit a pre defined
form in the service catalog – assign an any IT team – solve the issue)
Cloud Service Management
 Activities: It includes all the activities that an organization does to plan, design,
deliver, operate, and control the IT and cloud services that it offers to customers.
 Definition of cloud service Management: The management of cloud
infrastructure products and services

 Cloud service providers are no different to traditional IT service providers in

relation to their need to provide quality, cost-effective, secure and available IT
services.

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 Cloud based service providers is the provision of IT infrastructure and services

under a utility or pay-per-use model.
 Key Aspects:
1. Cloud Deployment Models
2. Cloud Service Models
3. Cloud Security and Compliance
4. Resource Scaling
5. Service Level Agreements
6. Cloud Governance

SERVICE PERSPECTIVES
 Common Perspective related to cloud services:
1. Business perspective
- Cloud services offer cost-effective solutions by eliminating the need for
physical infrastructure and maintenance.
- Scale resources as needed, enhance flexibility, and focus on core business
activities.
2. Technical Perspective
- Cloud services involve virtualization, distributed computing, and resource
pooling.
- It helps in implementing, managing, and optimizing cloud-based systems
efficiently.
3. Security Perspective:
- It is a critical aspect of cloud services.
- It involves assessing potential risks, data protection measures, encryption,
access controls, and compliance with regulatory requirements.
4. Economic Perspective
- It evaluates the cost-benefit analysis of adopting cloud services compared to
traditional on-premises solutions.

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- It considers factors like total cost of ownership (TCO) and return on investment
(ROI).
5. User Perspective
- The end-users' experience is crucial, including factors like ease of use,
accessibility, performance, and reliability of cloud services.
6. Legal and Compliance Perspective
- Cloud services may involve data storage and processing across different
jurisdictions.
- Understanding legal implications, data residency requirements, and compliance
with data protection laws is essential.
7. Scalability and Elasticity Perspective
- Cloud services offer scalability and elasticity to accommodate changing
demands. U
- It allows businesses to optimize resource allocation and manage fluctuating
workloads efficiently.
8. Interoperability Perspective
- Cloud services often involve integrating multiple platforms and services.
- Ensuring interoperability enables seamless data exchange and application
communication.
9. Environmental Perspective
- Cloud services can have environmental impacts due to data centers' energy
consumption.
- Evaluating energy efficiency and sustainable practices is relevant from this
perspective.
10. Future Perspective
- Considering the ongoing advancements and innovations in cloud
technology, assessing the future trends and potential developments is
crucial to stay ahead in the evolving cloud landscape.

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 Key Factors: The following key factors are used to avoid the challenges or to reduce
the challenges for adoption of cloud computing in service perspective.
1. Developing authentication models in the Cloud
2. High Availability of Cloud Services
3. Using Cloud Multi-Tenant Infrastructure Model
4. Better Cloud Compatibility and Scalability for Cloud Services
5. Need to Virtualization Technology in Cloud Computing Environments
6. Implement Automated Tools and Develop Application Portability
7. Review service-level agreements
8. Flexibility Access to Data on Cloud Storage
9. Create, Deploy, Develop, and Implement Policies and Procedures for the Cloud
10. Challenge Cloud Infrastructure Need to Trust Computing and Cryptography
11. Data Protection and Integrity for the Cloud
12. Enhancing Cyber Challenge Systems
13. Change Management and Incident Response Procedures (Plan)
14. Hypervisor Complexity
15. Cloud Reduce Denial of Service (DoS) Attack
16. Understand the Fundamental Technologies
17. Services are Fully Managed and Delivered by a Third Party in Cloud
Computing
18. Reducing Cost and Carbon Footprint for Cloud Services
19. Controls Need to Composite Cloud Services
20. Speed of Cloud Deployment and Ease Integration
21. Decreased effort in management technology in Cloud Computing
22. Managing Cloud Data Confidentiality and Increasing Auditability
23. Implement Application Level for Data Caching
24. Usability and Biometric System for Cloud Computing Environment
25. Cryptography and Steganography

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Cloud Types
 Two set of Models:
1. Deployment Model – Location and management of cloud infrastructure
2. Service Models – Accessing the particular type of services on cloud
computing platform
 NIST Model: (National Institute of Standard and technology)
- US government is a major consumer of cloud computing network
- It defines separate deployment and service models
- Concept:
o Initial version: Doesn`t require a cloud to use virtualization to pool
resources
o Latest Version: It supports
1. Virtualization
2. Multi – tenancy
o Follows modular interacting components - SOA
o Drawback:
1. Not addressing the intermediary services
a. Transaction or service brokers
b. Provisioning
c. Integration
d. Interoperability services
o NIST cloud Computing Architecture

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 Cloud Cube Model:

o Goal: Protection of cloud networks
o Four Dimension:
1. Physical location of the data (Internal – I, External € based on organization
boundaries)
2. Ownership (Proprietary –P, Open – O)
 Technology ownership
 Interoperability
 Ease of data transfer
 Degree of vendor-application lock-in
3. Security Boundary (Perimeterized- per, De-Perimeterized – (D-p))
 Operation is inside or outside security boundary or network firewall
4. Sourcing
 Service provided by either customer or service provider (deliver of
the service)
o Two Different States:
1. Per (IP, IO, EP, EO)
2. D-P (IP, IO, EP, EO)
o Diagrammatic Representation:

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 Deployment Models:

 Four Models based on NIST Definition:

1. Public cloud
- It is available for public use
- It is owned by an organization selling cloud services
- It provides a shared platform that is accessible to the general public through
an Internet connection.
- Legal Agreement: The cloud infrastructure builds and provisioned for any
organization or individuals wants to use it and agree to the terms and
conditions of use.
- Services Offered: Cloud service provider provides all the possible services
and hardware based on the needs of the consumer.
- pay-as-per-use model: free or sold on-demand, allowing customers to pay
only per usage for the CPU cycles, storage, or bandwidth they consume.
- Hosting: Service provider location
- Connectivity: Must connected to the public network
- Resources are shared with other users
- Management of cloud: Cloud Service Provider
- Technology Used in Public Cloud:
a. Virtualization
b. Service Oriented Architecture (SOA)

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c. Grid Computing
d. Utility Computing
- Example: YouTube, iCloud, Dropbox, Microsoft OneDrive, Google Drive,
Gmail, Microsoft Azure, AWS, NetFlix, IBM Blue Cloud, Sun Cloud etc..
- Advantages:
a. High Scalability and reliability (Distributed)
b. Low cost
c. Location independent (services offered through internet)
d. Easy set up
- Disadvantages:
a. Security depends on the service provider
b. Performance is medium (depends on network bandwidth)
c. Less customization
d. Limited controls (infrastructure and services)
e. Compliance requirements are challenging
2. Private Cloud (Internal Cloud or Corporate Cloud)
- Operated for exclusive use of an organization
- Managed by the organization or third party
- Services offered: Specific services and hardware as per the need of the
enterprise are available in a private cloud.
- Responsibility: End-user organization is responsible for the operation of a
private cloud.
- Sharing of resources is removed
- Management of Cloud: Organization or private
- Hosting of Private Cloud: On or off premises (places) - On-premise data
centers are built on the organization's premises, whereas private clouds are
hosted on remote infrastructure.
- Isolation: Resources are isolated and in the control of one organization.
- Connectivity: Connected to the private network

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- Dedicated Platform: It is a dedicated platform in a public cloud

environment
- Technology Used in Private Cloud:
a. Virtualization
b. Management software
c. Automation
- Expensive: It is more expensive to purchase than public cloud

- Types of Private Cloud:

a. Virtual private cloud (stored in public cloud but the resources are
private)
b. Hosted (servers are not shared with others)
c. Managed (hosted + provider management)
- Example: Microsoft KVM, HP, Red Hat & VMWare, AWS S3, etc.,
- Benefits:
a. Better security & privacy
d. Legal compliance can be resolved easily
b. Better control
e. Improved Flexibility
c. Predictable cost (high
f. Quick service delivery
compare to public)
g. Easy resource customization
- Limitations:
a. Limited Scalability
a. Limited Access
b. Need huge initial investment b. Skilled people are required to operate
- Preference of private cloud over Public cloud:
o Private cloud is an easier way (or the only way) to meet their regulatory
compliance requirements.
o Easy to deal with confidential documents
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3. Hybrid Cloud
- Combination of multiple clouds (combination of public and private cloud)

- Goal: create a unified, automated, and well-managed computing

environment.
- Functionalities: Non-critical activities are performed by the public cloud
and critical activities are performed by the private cloud.
- It allows the data and applications to move between the two environments.
- Example: Amazon, Microsoft, Google, Cisco, NetApp, etc..
- Types of Hybrid cloud platforms
a. Customer managed
b. Vendor managed
c. Partner managed
d. Cloud provider managed
- Advantages
a. Greater flexibility
b. Improved deployment, security and compliance
c. Better control
d. Effective risk management
- Disadvantages
a. Complex network design
b. Infrastructure compatibility issues
c. Reliability is depends on cloud service providers

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4. Community Cloud (one or several organization) – Government Cloud

- It is organized to serve to a common function or purpose

- Managed by organization or third party

- Group of organization: It allows systems and services to be accessible by
a group of several organizations to share the information.
- It is owned, managed, and operated by one or more organizations in the
community, a third party, or a combination of them.
- It allows to share missions, policy, security, regulatory compliance needs
- Advantages
a. Cost effective
c. Security
b. Flexible and scalable
d. Sharing of infrastructure
- Disadvantages
a. Not suitable for single
organization
b. Slow adoption of data
c. Fixed amount of data storage and bandwidth is shared among group of
members
d. It is costlier than public cloud
e. Sharing of resources is difficult
5. Multi Cloud : Use the resources from several providers to get the best
benefits from each unique service
6. Gaia–X: (Global Architecture for Interoperable Analytics and Applications)
o It is a modern data infrastructure developed by Germany’s government
which is fast, reliable, secure and competitive cloud model

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 SERVICE MODELS
 Different Types of Cloud computing Service Models (SPI models)
a. Infrastructure as a Service (IaaS)
b. Platform as a Service (PaaS)
c. Software as a Service (SaaS)
d. Storage as a Service (StaaS)
e. Identity as a Service (IdaaS)
f. Compliance as a Service (CmaaS)
g. Anything as a Service (XaaS)

1. Infrastructure as a Service (IaaS) (Hardware as a Service – HaaS)

- The infrastructure is managed over the internet
- Goal: It helps users to avoid the cost and complexity of purchasing and
managing the physical servers.
- Resources: It is a collection of physical and virtualized resources that
provide consumers with the basic building blocks needed to run
applications and workloads in the cloud.
- Role of IaaS CSP: Managing and Maintaining the infrastructure
- It provides the resources like (on-demand request)
a. Virtual Machines
b. Virtual Infrastructure
c. Virtual Storage
d. Servers

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e. Networking
f. Other Hardware assets
g. Load balancers

- Least level of integrated functionality and lowest level of integration

- Role of Cloud Consumers: The cloud consumer is responsible for
installing, configuring, and managing software and keeping the data secure.
- Additional Services:
a. Detailed billing management
b. Logging
c. Monitoring
d. Storage resiliency
e. Security
- Example: Amazon Elastic Compute Cloud (EC2), Eucalyptus, Gogrid,
FlexiScale, Linode, RackSoace Cloud, Terremark
- Benefits:
a. Speed
b. Performance
c. Reliability

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d. Back u p and recovery

e. Competitive pricing
f. Shared infrastructure
g. It allows to access the resources through web
h. It follows Pay – as – per - use model
i. It supports on-demand scalability
- Disadvantages:
a. Security
b. Maintenance and upgrade (no 100% upgradation for all software)
c. Interoperability issues
- Suitable Applications Area: use cases
a. High performance computing
b. Website Hosting
c. Big data analytics
d. App development
2. Platform as a Service (PaaS)
- Goal: It provides complete cloud environment that includes everything
developers need to build, run, and manage applications. (complete
development and deployment environment)
- It provides run time environment support.
- Programmer: It allows the programmer easily to create, test, run and deploy
the applications.
- It provides the services like IaaS +
a. Operating Systems
b. Application Services
c. Development frameworks
d. Transactions
e. Control Structure
- Client deploy the application or use the application using tools by using
PaaS providers

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- Service provider manages client infrastructure, OS and enabling software

- Client is responsible for installing and managing the deployed application

- PaaS Services Examples: Force.com, GoGrid Cloud Center, Google App

Engine, Windows Azure platform
- Service Providers : Google Apps, Oracle on Demand, SalesForce.com, SQL
Azure

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- Advantages:
a. Simplified development
b. Pre-build business functionality
c. Scalability
d. Support geographically distributed development teams
e. Efficiently manage the application lifecycle.
f. Cut coding time.
g. Develop for multiple platforms—including mobile—more easily.
h. Increase productivity
i. Maintain security measures
j. Use existing skills and investments.
- Disadvantages:
a. Vendor lock – in (migration of platform)
b. Data privacy depends on the service providers
c. Integration with local machine is difficult
3. Software as a Service (SaaS) (On-Demand Software, Web-based
software, or hosted software)
- It provides the complete operating environment with applications,
management and the user interface. (access from anywhere, any device)
- Thin Client interface between application and user through browser
- Services: The services host by the CSP and its available to the end users
over the internet

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- No Installation: The end-users no need to install any software on their

devices to access these services.
- API: It provides Application Programming Interface (API), which allows
the developer to develop a customized application.
- Accessing the services from client environment : Software as a Service is
commonly accessed through a web browser, with users logging into the
system using a username and password
- Services Offered by SaaS:
a. Business Services (start-up services) - Enterprise Resource Planning
(ERP), Customer Relationship Management (CRM), billing and sales
b. Electronic Document management services (Ex: Slack, Samepage, Box,
and Zoho Forms)
c. Social Networks
d. Mail Services - handle the unpredictable number of users and load on e-
mail services

- Example: Zoom, Slack, DocSign, Spotify, Adope Creative Cloud,

Slaesforce.com, Oracle CRM, Constant Contact, Google Apps, NetSuite,
GoTo Meeting, Dropbox, etc..

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- Advantages:
a. It supports efficient data management
b. It supports robust cloud infrastructure
c. Automatic updation of software versions
d. Scalable usage
e. Better customization support
f. One to many model (single instance shared by multiple users)
g. Less hardware required
h. Low maintenance cost
i. No installation of software required
j. It offers Multi device support (access using laptop, mobile, desktop,
tablets)

- Disadvantages:
a. Security depends on CSP
b. Latency issue (Speed of delivery)
c. Entire services are depends on the internet
d. Switching between different vendors are difficult (Portability)
e. Customer lose control over version
f. Browser based issues
 Cloud Reference Model

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