Cloud Service Management Fundamentals d Ecosystem, The Essential Characteristics, Basics of Information Technology Service agement and Cloud Service Management, Service Perspectives, Cloud Service Models, Cloud ice Deployment Models Cloud Ecosystem Introduction to Cloud Computing The Essential Characteristics Basics of Information Technology Service Management Cloud Service Management Cloud Service Models Cloud Service Deployment Models __ Two Marks Questions with AnswersCloud Services Management 1-2 Cloud Service Management Cloud Ecosystem ¢ Cloud Ecosystem refers to the interconnected network of cloud computing se: solitions, technologies and providers that collectively enable the delivery, managemer consumption of cloud resources and services. It encompasses the entire cloud comp landscape, including infrastructure, platform. software and other related components © A eloud ecosystem is a complex system of interdependent components that all together to enable cloud services. In cloud computing, the ecosystem consists of hard and software as well as cloud customers, cloud engineers, consultants, integrators partners. © Fig, 1.1.1 shows different role of cloud ecosystem. Cloud consumer Cloud service provider Cloud broker (Cloud customizers eigud Cloud integrators aggregator Cloud auditor Fig. 1.1.1 Different role of cloud ecosystem Cloud consumer : © A person or organization that maintains a business relationship with and uses service frov cloud providers. The cloud consumer uses a cloud service consumer to access a cloud service. © Anyone who purchases a cloud service is a consumer and within the consumer there cov be an array of roles responsible for configuring and managing the resources from the clo provider depending on the services obtained. Cloud carrier: © Cloud carrier is an intermediary that provides connectivit from cloud providers to cloud consumers. Most ISPs have taken the role of cloud carriers as they provide the requisite bandwid' needed to connect consumers with providers as well as capabilities that support th: connectivity. and transport of cloud serv TECHNICAL PUBLICATIONS® - an up-thrust for knowledge EA. -es Management 1-3 Cloud Service Management Fundamentals Son, organization or entity responsible for making a service available to interested jes. When assuming the role of cloud provider, an organization is responsible for aking cloud services available to cloud consumers, as per agreed upon Service Level eement (SLA) guarantees. Cloud providers have their own IT resources. “1.1.2 shows cloud provider. Organization A Cloud consumer Cloud provider Fig. 1.1.2 Cloud service and cloud service consumer { cloud provider would have a significant number of roles responsible for the management ts cloud resources including those responsible for selling, onboarding, configuring and pporting cloud services for its consumers. provider. ary cloud service provider : Services provided by a primary provider are hosted by the any itself. iediary cloud service provider: these type of service provider communicate with other jegotiates relationships between cloud providers and cloud consumers. | brokers Support consumers to get value for money by playing the advisory role ly for consumers who have a hybrid mix of resources from multiple providers. TECHNICAL PUBLICATIONS® - an up-thrust for knowledgea am > nos Management 14 Cloud Service Managomont F Cloud auditor ; © Cloud auditor is a party that can conduct independent assessment of cloud information system operations, performance and security of the cloud imp) Generally, cloud auditors are categorized based on intent For the most part, their focus i8 on risk and compliance, especially around inj provide advisory services especially to consumers | security, Other auditors cut down their bills or raise the level of efficiency in the resources consumed Trust boundary : © Logical perimeter that typical which IT resources are trusted, When analysing cloud environments, the trust boundary is most frequently associa the trust issued by the organization acting as the cloud consumer. spans beyond physical boundaries to represent the ig, 1.1.3 shows trust boundary. Orga Cloud consumer provider Fig. 1.1.3 Trust boundary Introduction to Cloud Computing © NIST definition of cloud : Cloud computing is a pay - per - use model for en available, convenient, on - demand network access to a shared pool of con computing resources (e.g., networks, servers, storage, applications, services) that rapidly provisioned and released with minimal management effort or service - provide interaction. © The above cloud definition was published by NI after further review and industry input that was published in September of 2011 in 2009, followed by a revised version ‘© Cloud computing refers to a variety of services available over the Internet that deliver compute functionality on the service provider's infrastructure. Its environment (infrastructure) may actually be hosted on either a grid or utility computins environment, but that doesn't matter to a service user. * Cloud computing is a general term used to describe a new class of network based computing that takes place over the Internet, basically a step on from Utility Computing. Inother words, this is a collection / group of integrated and networked hardware, software and Internet infrastructure (called a platform). TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeCloud Service Management Fundamentals computing refers to applications and services that a distributed network using virtualized resources accessed by common Internet protocols and ing standards. g. 1.2.1 shows cloud symbol. It denotes cloud boundary. the Internet for communication and transport Fig. 1.2.1 Cloud symbol platforms hide the complexity and details of the ng infrastructure from users and applications by providing very simple graphical fion. the platform provides on demand services that are always on anywhere, time and anyplace. Pay for use and as needed. he hardware and software services are available to the general public, enterprises. orations and business markets. Irces are of two types : Software based and hardware based. based resources are virtual server, custom software program and hardware based physical server and networking devices. es include server, virtual server, storage device, networking device, services and programs. on - premise IT resource can access and interact with a cloud - based IT resource. on - premise IT resource can be moved to a cloud, thereby changing it to a cloud - based people separate cloud computing into two distinct sets of models : models : This refers to the location and management of the cloud's models : This consists of the particular types of services that you can access on computing platform. 2.2 shows NIST cloud computing definitions. 1d self - service : A client can provision computer resources without the need for | with cloud service provider personnel. access : Access to resources in the cloud is available over the network rd methods in a manner that provides platform - independent access to clients This includes a mixture of heterogeneous operating systems and thick and thin such as laptops, mobile phones and PDA. TECHNICAL PUBLICATIONS® - an up-thrust for knowledge., | CREME} asa Software as a CREME} Service (SaaS Broad network access Jlor- demand sel- service Fig. 1.2.2 Resource pooling : A cloud service provider creates resources that are pooled toxethe system that supports multi - tenant usage. Physical and Virtual systems are dynam, allocated or reallocated as needed. y © Rapid elastic Resources can be rapidly and elastically provisioned Measured service : The use of cloud system resources is measured, audited and reporte the customer based on a metered system. ili Cloud Components Cloud computing solutions are made up of several elements. Fig, 1.2.3 components. shows cle Distributed servers Fig. 1.2.3 Cloud components TECHNICAL PUBLICATIONS® - an up-thrust for knowledges Management tei Cloud Service Management Fundamentals Clients : Mobile, terminals or regular computers , Be mefits : Lower hardware costs, lower IT costs, security, data security, less power “consumption, ease of repair or replacement, less noise "Data centers : Collection of servers where the application to subscribe is housed. It could be a large room in the basement of your building or a room full of servers on the other side of the world. _ Virtualizing servers : Software can be installed allowing multiple instances of virtual " Servers to be used and a dozen virtual servers can run on one physical server. E ributed servers : Servers don't all have to be housed in the same location. It can be “in geographically disparate locations. If something were to happen at one site, causing a lure, the service would still be accessed through another site. If the cloud needs more hardware, they can add them at another site. Pros and Cons of Cloud Components f cloud computing : rr computer costs : Since applications run in the cloud, not on the desktop PC, ir desktop PC does not need the processing power or hard disk space demanded by litional desktop software. proved performance : Computers in a cloud computing system boot and run faster ause they have fewer programs and processes loaded into memory. duced software costs : Instead of purchasing expensive software applications, you n get most of what you need for free. nstant software updates : When you access a web - based application, you get the itest version - without needing to pay for or download an upgrade. Improved document format compatibility : You do not have to worry about the uments you create on your machine being compatible with other user's applications )perating systems. Inlimited storage capacity : Cloud computing offers virtually limitless storage. ed data reliability : Unlike desktop computing, in which if a hard disk crashes id destroy all your valuable data, a computer crashing in the cloud should not affect the ge of your data. document access : All your documents are instantly available from wherever availability : The cloud always hosts the latest version of your -as long as you are connected, you are not in danger of having an outdated collaboration : Sharing documents leads directly to better collaboration.— Cloud Services Management 1-8 Cloud Service Management Func 11. Device independence : Move to a portable device and your applications and doc, are still available. i Cons of cloud computing : 1. It requires a constant Internet connection : Cloud computing is impossible if yo, connect to the Internet. 2. Features might be limited. 3. Stored data might not be secure : With cloud computing, all your data is stored cloud. 4. Does not work well with low - speed connections. Kd Difference between Cloud Computing and Traditional Data Centers Cloud’ aes oe Traditional data centers Cloud is a virtual resource that helps busi Data center is a physical resource that helps busin ‘store, organize and opcrate data efficiently. to store, organize and operate data efficiently Infrastructure (hardware) cost sess, Infrastructure (hardware) cost is more Fi “Se ‘The maintenance cost of the cloud is less because The maintenance cost aia center is quite bi service providers maintain it. because developers are required for the maintenarc: Scaling a data center requires @ huge amour 3 r investment, Cloud is more affordable but offers limited powers in Data centers are les affordable but offers more po comparison to data centers. in comparison The Essential Characteristics Tyo On = demand self - service : A consumer can unilaterally provision computine capabilities, such as server time and network storage, as needed without requ human interaction with each service's provider. aa 2. Ubiquitous network access : Capabilities are available over the network and. accessed through standard mechanisms that promote use by heterogeneous thin or Bhiokiclient platforms. “ 3. Location - independent resource pooling : The provider's computing resources are pooled to serve all consumers using a multi - tenant model, with different physical and virtual resources dynamically assigned and reassigned according to consumer demand, 4, Rapid elasticity : Capabilities can be rapidly and elastically provisioned to. quick scale up and rapidly released to quickly scale down. on 5, Pay per use : Capabilities are charged using a metered, fee - for = . ~ based billing model to promote optimization of resource use. TECHNICAL PUBLICATIONS® - an up-thrust for knowledgei Cloud Service Management Fundamentals ics of Information Technology Service Management ormation Technology Service Management (ITSM) is an established set of well - defined ces that focuses on managing IT infrastructure, business components, applications and jated processes. IT service management (ITSM Software) consists of the activities, processes and policies that businesses and other organizations use to deliver IT © monitors activities on the organization’s network and IT infrastructure, which can st breaches of company policy. That improves visibility into operations by monitoring, 1g and managing assets through one platform. 1.4.1 shows framework of ITSM. Fig. 1.4.1 Framework of ITSM orks are set of guidelines for services and procedures that can be used to address .¢ of problems in an organization. ework refers to the collective proce: rt Information Technology services. IT: ices - right from network, application and complete bi .sses and practices that are needed to manage ‘SM framework supports the full spectrum uusiness services, in a vendor [ manner. : M frameworks and standards such as ITIL, ITAIT, eTOM or COBIT contribute [ enti standard operation techniques an‘ in establishments ig value and efficiency gain for the IT ope! id supporting services withit ration teams. TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeCloud Service Management Fundamentals ated IT Service Management (FitSM) FitSM is a framework developed by the European Union to help increase the “effectiveness of service management for federated IT infrastructures itSM is a more lightweight approach as a framework. It's a process framework that's imilar to ISO 20000. It helps businesses of all sizes deliver, support and manage their “IT services and provide value and customer service in a pragmatic and simple way ontrol Objectives for Information and Related Technologies (COBIT) was released in 6 as a set of control objectives that would simplify the process of financially diting IT organizations. is framework includes resources for building, monitoring and improving these tices upon implementation and providing solutions to assist with risk management. COBIT can coexist with frameworks such as Information Technology Infrastructure brary (ITIL) and The Open Group Architecture Framework (TOGAF). @ Business Process Framework (eTOM) TOM is a model of the processes that are needed to run an efficient and effective ligital enterprise and is mainly used in the telecommunications industry. The eTOM framework is specifically for organizations in the telecommunications industry. It includes best practices, models and standards arranged as three processes in hierarchy. These processes provide specific guidelines and values to the organization or managing the business and supporting customers and they may also standardize the ‘organization's definitions and language. This can improve communication between nployees and different teams. \e framework groups processes into three general categories: ) Strategy, Infrastructure and Product ‘Operations °) Eatcrrise management evelopment teams. SAFE’s foundation consists of three metaphorical pillars : Team, m and Portfolio. ‘Scaled Agile Framework provides a set of guidelines for helping large "TECHNICAL PUBLICATIONS® an up thrust or rowledge aa — <‘Cloud Services Management 4-12 Cloud Service Management Funds ‘© The Scaled Agile Framework operates at four levels, depending on an organiza size and SAFe maturity. a) At the team level, an organization may have a number of teams working in ay, fashion toward a particular goal or solution. b) At the program level, an organization will have implemented an Agile Re) Trains (ART), which typically comprises 50 to 125 team members split int: teams that work in a synchronized manner to deliver value. c) The third level, large solution level, involves two or more ARTs coordinated solution train, d) At the highest level, aka portfolio level, the entire business operates using ; methodologies to govern its portfolio of solutions, including how it goes a strategizing and investing in its operations. 8) IT4IT + ITAIT is an overarching framework that can help businesses with a wide range current issues, such as adopting new technologies like Agile and DevOps ? ERS] Benefits of ITSM Consistency : Uniformity of ITSM infrastructure helps businesses to standardize their | Processes and improve the speed and quality of IT operations. © Increased efficiency : By implementing automation and. other technology - enable workflows, teams can eliminate the need to manually perform repetitive, lower - level task and simplify processes like ticketing and incident management so. they ean focus on high: - value tasks. * Service - based incident management : ITSM prioritizes serviee failure recovery’ time helping to reduce the number of recurring issues and minimize theit impact. * Reduced downtime ; ITSM allows IT teams to anticipate and prevent issues that cou cause service or business interruptions and help the business recover more quickly when a issue does occur. © Lower operational costs : ITSM’s streamlined processes and un pitioination Tedeeltie 1 team’s manual workload, allowing IT to scale operations without over- hiring, ‘© Greater accountability : Service standardization, which relies on documented every type of IT service, creates deep visibility into how IT services are deli IT managers to provide consistent and compliant service delivery across the TECHNICAL PUBLICA TIONS® - an up-thrust for knowiedgeManagement 1-13 Cloud Service Management Fundamentals d Service Management Cloud services management refers to a service where a provider monitors and may se of one or more cloud environments. Multiple cloud environments could include a mix floud models (e.g. public and private) or multiple clouds of the same model. mizes 1.5.1 shows high level overview of cloud services management. prototyping Resource change Data portability Monitoring Service and reporting interoperability Metering System portability SLAmanagement Portability / Provisioning / __ configuration Fig. 1.5.1 Cloud services management ‘management and operation of cloud services required by cloud customers would thus pass all service related functions. ‘support ‘It includes wide range of services that help businesses interact with their customers and n smoothly. It performs following tasks : 1) Maintaining stock : Creating and updating catalogs of available services. b) Monitoring user activity, producing reports for auditing and reporting. ») Billing and accounting task include keeping tabs on invoices and payments, handling various other monetary transactions. over and track virtual resources. ion of a metering capability at an abstraction level suitable for the service type. TECHNICAL PUBLICATIONS® an up-thrust for knowledge‘Cloud Services Management__1-14 Cloud Service Management Fundan Adjusting configuration and a: upgrade and adding new nodes to cloud. # Deploy cloud systems with the specific service, resources and capabilities igning new resources as needed for maintenan Portability / Interoperability © It is defined as the capacity of at least two systems or applications to trade with and utilize it. On the other hand, cloud interoperability is the capacity or exten which one cloud service is connected with the other by trading data as per strate get results. Portability is about the ability of a customer to move and suitably adapt the applications and data between their own systems and cloud services and between clo: services of different cloud service providers and potentially different cloud deployme models. Cloud Service Management Framework Cloud Service Management Framework (CSMF) consists of progressive servic management practice to ensure practical, strategic and modular methodology for th positive transformation of IT service management for cloud delivery models. ¢ Fig, 1.5.2 shows cloud service management framework. ITAIT reference architecture Cloud service management framework Cloud service integration and management transformation jodel: waterfall and agile Fig. 1.5.2 Cloud service management framework TECHNICAL PUBLICATIONS® - an up-thrust for knowledgejces Management 1-15 Cloud Service Management Fundamentals neiples of cloud service management frameworl juence of activities with inputs, triggers and outputs and delivers specific outcomes to ye lifecycle stagesCloud Services Management 1-16 Cloud Service Management Fundam« Service design guides the design and development of services and processes. It also c design principles and methods for converting strategic objectives into services and sc assets portfolios. Service transition volume details the development and improvement of capabilitic transitioning new and re - designed services into operations. This volume builds service strategy and service design and accelerating plans into realization while prov the necessary tools for risk management and release management. Service operation details delivery and control to achieve operational excellence for « activities. Continual service improvement : ITIL has always emphasized continual improvement. | volume stresses continual improvement as part of the service lifecycle covering topics as repeatable processes, service management and service retirement. Demand management : It need to consider the typical business usage profile of services. Service portfolio management : Organizational service portfolio must be augmented include procurement of cloud services, the level of investment being made in these servic Financial management : Cloud is about realizing business benefits at reduced costs « speed of delivery. Service catalog management : Ensure to keep the service catalog completed, updated « accessible. Service level management : Negotiates, agrees, documents and maintains the service qual objectives. It monitors and reports the levels of compliance achieved during the executicr of the service. Capacity management : Responsible for ensuring that the organization has the resources ' provide services with the agreed quality level. ‘Availability management : Responsible for monitoring and optimizing services to provid the level of availability agreed with the client with the lowest cost and risk possible. Continuity management : Prevents that an unforeseen and serious interruption of service due to natural disasters or other forces of major cause, have catastrophic consequences © the business. To this end, disaster contingency plans of different magnitude should | developed. Release and deployment management : Cloud provider is responsible for packaging releas: and deploying the service into the production environment. Change management : By definition, a service change is any addition (installation modification or removal of anything that has an effect on IT services. The scope of chane: management includes all IT services, configuration items, processes, documentation. © The main objective of change management is to ensure that changes are recorded TECHNICAL PUBLICATIONS® - an up-thrust for knowledge1-17 Cloud Service Management Fundamentals d, authorized, prioritized, planned, tested, implemented, documented and reviewed trolled manner, vledge management is essential in maintaining a stale relationship between the zation and cloud provider. Asset and Configuration Management (SACM) is one of the main processes under Transition module of the ITIL best practice framework. ITIL Service Asset and ration Management (ITIL SACM) is a combined process made up of two different plicit processes ; TL asset management : This process addresses those assets you use to deliver IT ices, configuration management : This process tracks the configurations and ionships between various components of our various IT services. nt management process focuses on minimizing the impact of incidents on IT services iftly restoring normal operations. It involves logging, categorizing, prioritizing and incidents to reduce downtime and disruptions. management : It aims to identify and address the root causes of recurring incidents. tively addressing underlying issues, organizations can prevent incidents from in the future. Management (ITSM) that was released in February 2019. It primarily focuses on different stakeholders in an organization together to co-create value for end-users landscape, there was a need for the previous version of ITIL (ITIL v3) to more refined in the way it approaches service management as an enabler for ibe 34 practices and divided into 3 logical groups. These group as general ment practices, Service management practices and Technical management practices. management practices.Cloud Services Management 1-18 Cloud Service Management F e Architecture management address the different, interrelated business, ser information systems, technology and environmental architectures that ena organization to achieve its objectives © Continual improvement improving products, services, practices and man these to respond to changing business needs ¢ Information securi to conduct business ry management : Protecting information that the company ; © Knowledge management : Maintaining and improving people’ and conveniently use information and knowledge bility to effect © Measuring and reporting : Collecting and assessing relevant data to support decision making © Organizational change management : Ensuring smooth and suce implementations of organizational changes across people, technologies, proces structures and services © Portfolio management : Ensuring the right mix of programs, projects, products « services based on strategic decision - making to remain within budgetary and resou constraints ¢ Project management : Ensuring the successful and timely delivery of all projects. © Relationship management : Establishing and nurturing relationships to create valy and partnerships across all stakeholders, including customers and providers © Risk management : Understanding and effectively handling risks by identifyin; evaluating and prioritizing them. © Service financial management : Effectively using financial resources a investments to support service management plans and strategies Strategy management : Formulating goal, adopting courses of action and allocatin resources to achieve goals © Supplier management : Managing suppliers and their performance to suppo seamless provisioning of products and services. ‘* Workforce and talent management : Placing the right people in the right role ' support business objectives by ensuring they have the appropriate skills and knowledy: 2. Service management practices © The seventeen service management practices, developed in service management 20 ITSM, focus on managing and providing services and products : © Availability management : Maintaining service availability for customers and use! according to agreed levels. TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeva 1-19 loud Service Management Fundamentals analysis : Analyzing a business or business element, defining associated and recommending solutions that solve the problem ity and performance management : Cost - effectively providing services to ve agreed and expected performance meeting current and future demand. enablement : Assessing, authorizing and managing risks to maximize the iber of successfull service and product changes dent management : Restoring normal service operation as fast as possible to minimize an incident’s negative impact asset management : Planning and managing the IT asset life cycle to maximize control costs, support IT asset decision - making and meet regulatory and ontractual requirements itoring and event management : Systematically observing, recording and ‘ing all service components and selected events that lead to change of state. oblem management : Reducing incident likelihood and impact by identifying al and potential causes. management : Making new and changed services and features available for ¢ catalog management : Providing the relevant audience with a single source “consistent service and service offering information. configuration management : Implementing and maintaining accurate, le, available source of service configuration information and the Configuration (CI) supporting them, including CI configurations and relationships between ce continuity management : Maint ifficient levels when a disaster occurs ing service availability and performance at design : Designing products and services fit for purpose and use that can be by the organization and its ecosystem desk : Establishing and maintaining an entry point and single point of contact ce level management : Setting clear business - based service level targets against h the organization can asses, monitor and manage service delivery request management : Handling all pre - defined, user - initiated service to support the agreed service quality while providing an effective, user-Cloud Services Management 1-20 Cloud Service Management Funda « Service validation : Ensuring new or changed products and service meet ¢ requirements. 3. Technical management practices The three technical management practices, adapted from technology manage ind service focus on ensuring successful deployment and maintenance of products © Deployment management : Moving new or changed hardware, soi documentation, processes or components to live environments. Infrastructure and platform management : Overseeing the physical and \ technology resources that the organization uses. © Software development and management : Ensuring that applications meet inte and external stakeholder functionality, reliability, maintainability, compliance auditability needs. Benefits and Drawback of ITIL Benefits of ITIL: Improved IT service quality ¢ Enhanced customer satisfaction © Efficient resource management © Cost savings and Return On Investment (ROI) © Greater visibility and control : This increased visibility allows organizations to monit performance, identify bottlenecks and make informed decisions to improve servi delivery © Organizations can reduce the risks associated with IT operations. Drawbacks of ITIL : © Complexity and resource requirements : Implementing ITIL can be complex an resource - intensive, especially for smaller organizations. «Resistance to change : Employees may resist changes in processes and practi¢es, whic can slow down the implementation of ITIL: © Potential for over - standardization : In some cases, excessive standardization ean stifl creativity and innovation within IT teams. 4 Suite: Limited agility in some cases : ITIL's structured approach may nes for organizations that require rapid adaptability to changing circumst TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeCloud Service Management Fundamentals ice models build on one another and define what a vendor must manage and what ient's responsibility is. ce models : This consists of the particular types of services that you can access on a service is any service made available to users on demand via the Internet from a computing provider's servers as opposed to being provided from a company's own ises servers. 1.6.1 shows cloud service model. Interface for web 2.0 Software as a Service + Scientific applications, End user applications * Social networking « Examples : Facebook, Google documents, Flickr Platform as a Service > Runtime environment for applications « Development and data processing platforms + Examples : Windows Azure, Hadoop, Aneka * Virtualized servers, * Storage and networking « Examples : Amazon EC2, $3, vCloud Fig. 1.6.1 Cloud service model scribe applied software service from the manufacturer through Internet. ler supply software pattern through browser and charge according to the quantity software and using time. The advantage of this kind of service pattern is that the ider maintains and manages software, supplies the hardware facilities, the users use software everywhere when they own the terminal which can log in Internet. TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeCloud Service Management Funda, Platform as } a Servic © PaaS peeve epronment as a service to supply. This layer provides a plarj _ for creating applications. — _ «Pas solutions are are essentially development platforms for which the develop tool itself is hosted in the cloud and accessed through a browser. 2 | PaaS, developers can build web applications without installing any tools ‘comy egend then deploy those applications without any specialized s\, adminis le ° Goce App Engine is the representative product through their server and Internet Infrastructure as a sis (laas) : © In this layer, servers, network devices and storage disks are made available organizations as services on a need - to basis. TaaS takes infrastructure which is made of many servers as a measurement service the customers. ‘e It integrates memory and Input/Output devices, storage and computing ability int virtual resources pool and provides storage resources and virtualization service for |) whole industry. ©. This is a way of hosted hardware and the customer pays when they use the hard. + Forexample, Amazon Web Service and IBM Blue Cloud all ent the infnsirstns39 Management Fundamentals ople to use cloud - PaaS refers to cloud platforms that SaaS allows pe provide runtime environments for based web applications, developing, testing and 1 applications. Examples of PaaS services are email services such as Gmail wd Heroku and Google App Engine, Hotmail are examples of cloud - based SuaS services. PaaS solutions are available with a SaaS services are usually available pay-as-you-go pricing model. with a pay-as-you-go pricing model, Used by end user. Used by software developers. Cloud Service Deployment Models * Cloud deployment models refers to the location and management of the cloud's infrastructure. * Deployment models are defined by the ownership and control of architectural design and the degree of available customization. Cloud deployment models are private public and community clouds. * Bg. 1.71 shows cloud deployment model = = - Public cloud ‘2 dl (b) Public cloud Fig. 1.7.4 Cloud deployment model fie ies4. Public cloud : ‘© The cloud infrastructure is made available to the group and is owned by an organization selling clot Public cloud is a huge data centre that offers t services are accessible for everyone and much Examples of public services are Facebook, Public cloud benefits : a) Low investment hurdle : Pay for what user b) Good test / development environment for app Public cloud risks = a) Security concerns : Multi - tenancy and | b) IT organization may react negatively to loss of 2. Private cloud : © The cloud infrastructure is operated solely for a single ol managed by the organization or a third party and may exist © premises. © Private cloud benefits : a) Fewer security concerns as existing data center security stays b) IT organization retains control over data center. © Private cloud risks : a) High investment hurdle in private cloud implementation, along new hardware and software. b) New operational processes are required; old processes not all cloud. 3. Community cloud : The cloud infrastructure is shared by several organizations and su community that has shared concerns (e.g. mission, security requirem¢ compliance considerations). It may be managed by the organizatior and may exist on - premises or off - premises.1-25 ___ Cloud Service Management Fundamentals. ‘Organization 2 Organization 1 Fig. 1.7.2 Community cloud The cloud infrastructure is a composition of two or more clouds (private, community yr public) that remain unique entities but are bound together by standardized or "proprietary technology that enables data and application portability (e.g, cloud _ bursting for load - balancing between clouds). Hybrid cloud benefits : 2) Operational flexibility : Run mission critical on private cloud, dev / test on public cloud. b) Scalability : Run peak and bursty workloads on the public cloud. lybrid cloud risks : Hybrid clouds are still being developed; not many in real use.Private cloud infrastructure is Feels « organization. ‘Support dedicated customer. Does not utilize shared infrastructure High level of security. High cost ‘An example of the Private Cloud is NIRIX Server with dedicated servers. Two Marks Questions with Answers Q.1 Whats cloud eco system ? Ans. : © Cloud computing ecosystem are business process, application services. platfor services and infrastructure services. A cloud ecosystem is a complex system of interdependent components that all wor! together to enable cloud services. Inccloud computing, the ecosystem consists of hardware and software as well as clou customers, cloud engineers, consultants, integrators and partners. Q.2 What is ITIL 7 ‘Ans. ; ITIL, also known as Information Technology Infrastructure Library, is a servic: management framework that brings business needs and IT services together, including a detaile focus on ITIL problem management roles and responsi Q.3 What are the four functional roles of ITIL ? ‘Ans. : The four functional roles of ITIL are Service strategy, Service design, Service transit’ and Service operation. Q.4 What is difference between ITIL and ITSM ? "ans. : ITIL is a framework for IT service management (ITSM), while ITSM is a brow: * approach that encompasses managing all aspects of IT services.is Management 1-27 Cloud Service Management Fundamentals ine cloud computing. NIST definition of cloud : Cloud computing is a ple, convenient, on - demand network access to a shared pool of configurable computing pay-per-use model for enabling yurces (¢.8., networks, servers, storage, applications, services) that can be rapidly provisioned d with minimal management effort or service - provider interaction. at is the use of elasticity in cloud ? ‘The elastic nature of cloud services has provided enterprises with incredible flexibility in ning resources for computing, storage, infrastructure and more. With access to a rapidly g ecosphere of cloud products on - demand, enterprises have been able to achieve the sealability and cost sayings required to increase competitiveness and fuel digital ation. Hybrid cloud solutions enable us to migrate and manage workloads between these is cloud environments, allowing to create more versatile setups based on specific business ds. Many organizations choose to adopt hybrid cloud platforms to reduce costs, minimize and extend their existing capabilities to support digital transformation efforts. What is a hybrid cloud ? + Hybrid cloud integrates public cloud services, private cloud services and on - premises structure and provides orchestration, management and application portability across all ‘ist the main characteristics of cloud computing. |; Cloud computing’s characteristics include on - demand self - service, broad network dd being very elastic and scalable. 0 What is cloud service 7? Cloud service is any service made available to users on demand via the Internet from a cloud computing provider's servers as opposed to being provided from a company's own "On - premises servers. © Cloud services are designed to provide easy, scalable access to applications, resources and services and are fully managed by a cloud services provider. and explain cloud deployment models. Cloud deployment models refer to the location and management of the cloud's ure, Deployment models are defined by the ownership and control of architectural TECHNICAL PUBLICATIONS® - an up-thrust for knowledgeCloud Services Management 1-28 Cloud Service Management Func design and the degree of available customization. Cloud deployment models are private, ‘and community clouds Q.12 What is public cloud ? ‘Ans. : Public cloud is built over the Internet and can be accessed by any user who has pai the service. Public clouds are owned by service providers and are accessible thro. subscription Q.13 What is private clouds ? Ans. : A private cloud is built within the domain of an intranet owned by a single organizat ‘Therefore, it is client owned and managed and its access is limited to the owning clients their partners. Q.14 What is community cloud ? ‘Ans. : The cloud infrastructure is shared by several organizations and supports a spec community that has shared concems (e.g. mission, security requirements, policy or compliar considerations). It may be managed by the organizations or a third party and may exist 0 premises or off - premises. Q.15 What do you understand by SaaS ? ‘Ans. : Software-as-a-Service (SaaS) is a software delivery model that provides acce applications through the Internet as a Web-based service. It provides a means to fr rs fro complex hard - ware and software management by offloading such tasks to third parties. whic! build applications accessible to multiple users through a Web browser. Q.16 Define cloud service management framework. Ans. : Cloud Service Management Framework (CSMF) consists of progressive servic: management practice to ensure practical, strategic and modular methodology for the positiv transformation of IT service management for cloud delivery models. Q.17 What is information technology service management ? ‘Ans. : Information Technology Service Management (ITSM) is an established set of well defined services that focuses on managing IT infrastructure, business components, application and associated processes. IT service management (ITSM software) consists of the activitic tools, processes and policies that businesses and other organizations use to deliver IT services Q.18 What is cloud adoption ? Ans. : Cloud adoption is a strategic move by organizations of reducing cost, mitigating risk a scalability of data base capabilities. Cloud adoption may be up to various degre TECHNICAL PUBLICATIONS® - an up-thrust for knowledge1:2 Cloud Service Management Fundamentals depending on the depth of adoption. In fact the depth of adoption y tc ty Of best practices, enterprise ~ ready cloud services availability ‘multitenant technology 7 ti-tenant cloud is a cloud computing architecture that allows customers to share ces in a public or private cloud. Each tenant's data is isolated and remains tenants. ‘SIAM. ce Integration and Management (SIAM) is an approach to managing multiple ‘information technology services and integrating them to provide a single facing