Module 3 - Introduction to Cloud Computing

Introduction
Roots of Cloud Computing: From Mainframes to Cloud
Benefits of Cloud Computing SOA
Web services
Role of Networks in Cloud Computing:
Cloud types and service models
Primary Cloud Service models
Cloud Services brokerage
Primary cloud deployment models
cloud computing reference model
The greenfield and brownfield deployment options
SLAs
UNIT - III
Resource provisioning with minimal service provider interaction.
4

What is Cloud Computing

Applications
Services

Computer Network

Storage (Database)

SERvers

•Shared pool of configurable computing resources

•On-demand network access
•Provisioned by the Service Provider
ROOTS OF CLOUD COMPUTING

Here we explore how the cloud has grown from mainframe to application service
providers (ASPs), and how it works.
Primary Terminologies

Mainframe Era: The Mainframe Era was famous in the 1950s–1970s times. and it was a
large central computer that was used by many users through terminals.

Service-Oriented Architecture (SOA): It's a type of design approach where

applications are built as smaller, independent pieces called services. and after that,
they will be integrated and shared over the network.

Grid Computing: Grid computing is basically combining many computers together to

solve big and complex tasks faster.

Application Service Providers (ASPs): It's like early versions of cloud services that
provide applications or services that you could use through the internet.

Cloud Computing: Cloud computing is an on-demand self-service model that basically

provides a pool of resources such as networks, computing pay-as-you-go, storage,
databases, and many more services within a few seconds with minimal management
and without human interaction. Another significant advantage is the pay-as-you-go
model and time to market.
SOA Computing
• Service orientation is the core reference model for cloud computing
systems.

• A service is an abstraction representing a self-describing and platform-agnostic

component that can perform any function—anything from a simple function to a
complex business process.

• A service is supposed to be loosely coupled, reusable, programming

language independent, and location transparent.

• Services are composed and aggregated into a service-oriented architecture

(SOA) , which is a logical way of organizing software systems to provide end
users or other entities distributed over the network with services through
published and discoverable interfaces

• Service-oriented computing introduces and diffuses two important concepts,

which are also fundamental to cloud computing: quality of service (QoS) and
Software-as-a-Service (SaaS)

• One of the most popular expressions of service orientation is represented

by Web Services (WS). These introduce the concepts of SOC into the World
Wide Web, by making it consumable by applications and not only humans.
There are three major roles within Service-Oriented Architecture:
In the Service-Oriented Architecture, the entire backend system is majorly
divided into three parts, that are: Service Provider, Service
Broker/Registry/Repository, and Service Consumer/Requester.

Service Provider

It is a maintainer and organization of the service that makes one or more

services available for others to use. The service provider creates a web
service and provides information to the service registry. It has to decide the
service category and trading partner agreements that are required to use the
services

Service Broker, Service Registry or Service Repository

The main purpose of a service broker, service registry or service repository is to

make the web service information available to the potential requester. The one
who administers the broker decides the scope of it. While the public brokers can
be accessed from anywhere, private brokers are only accessible by a limited
number of users.
Service Consumer/Requester

Service Consumers can locate entries in the broker registry through different
find operations for binding them to the service provider to invoke one of the
services. It develops the needed component for clients to bind and use the
services.

Services might associate data and information gathered from other services
or build service workflows to fulfill the need of the consumer, which is known
as service orchestration. Another essential pattern of interaction of services
is service choreography that controls the coordinated service interactions
without any certain point of control.
Advantages of SOA
1. Reliability
With small and independent services in the SOA, it becomes easier to test and
debug the applications instead of debugging the massive code chunks,
which makes the service-oriented architecture highly reliable.

2. Location Independence
Services are located through the service registry and can be accessed through
Uniform Resource Locator (URL), therefore they can change their location
over time without interrupting consumer experience on the system while
making SOA location independent.

3. Scalability
As SOA enables services to run across multiple platforms, programming
languages and services, that is, services of the service-oriented architecture
operate on different servers within an environment, which increases its
scalability.

4. Platform Independence
Service-Oriented Architecture permits the development of the complex
application by integrating different services opted from different sources that
make it independent of the platform.
5. Loosely Coupled
The loose coupling concept in SOA is inspired by the object-oriented design
paradigm, that reduces coupling between classes to cherish an environment
where classes can be changed without breaking the existing relationship.
SOA highly encourages the development of independent services to
enhance the efficiency of the software application.

6. Reusability
An application based on SOA is developed by accumulating small,
self-contained and loosely coupled functionality services. It allows the
reusability of the services in multiple applications independently without
interacting with other services.

7. Agility
The capability of gathering applications from reusable components or services,
instead of rewriting and reintegrating each new development project
helps developers to design an application rapidly in response to the new
business requirements which in return increases the agility of SOA.
8. Easy Maintenance

As the service-oriented architecture is an independent unit or entity, the

maintenance or updates of the application has become far easier without
having to worry about other services.

Overall, SOA is an enterprise-wide approach to architecture and it

communicates to their respective functionalities or components
through Enterprise Service Bus (ESB). Moreover, the concept of SOA has
become the central component of modern virtualization and cloud computing
in microservices and middleware.

If you are looking for web application development services then you can
contact us for quick consultation and quotes.
What is a Web Service?

W3C

Web services are web application

components.

SOAP(Simple oBject Access Protocol) is

XML based protocol for accessing web
services and exchanging info.

WSDL(Web Service Description Language)

is XML based language for describing web
services.

UDDI(Universal Description Discovery and

Integration) is a directory service where
companies can search for Web services.
UDDI communicates via SOAP.
What is a Web Service?

◻ Web Services can convert your application into a Web-application, which can
publish its function or message to the rest of the world. Web services allow
different applications from different sources to communicate with each other without
time-consuming custom coding, and because all communication is in XML, Web
services are not tied to any one operating system or programming language

◻ For example , Java can talk with Perl, Windows applications can talk with UNIX
applications . Unlike traditional client/server models, such as a Web server/Web page
system, Web services do not provide the user with a GUI. Web services instead
share business logic, data and processes through a programmatic interface
across a network.
Utility Computing and Grid Computing
•Utility computing is the packaging of computing resources, such as
computation, storage and services, as a metered service. This model has the
advantage of a low or no initial cost to acquire computer resources; instead,
computational resources are essentially rented.

•This repackaging of computing services became the foundation of the shift

to "on demand" computing.

•Grid Computing is Grid computing enables aggregation of distributed

resources and transparently access to them.

•Most production grids such as TeraGrid and EGEE seek to share compute and
storage resources distributed across different
administrative domains, with their main focus being speeding up a broad
range of scientific applications, such as climate modeling, drug design, and
protein analysis.
Role of Networks in Cloud Computing
The network plays a key role in the delivery of cloud-based services as it
provides a means to connect every IT system and has the ability to provision
and scale these resources to meet application and end-user requirements.
It also is one of strategic element used for management of security objectives
in the cloud as it:

•Enables infrastructure enhancements by supporting server consolidation,

virtualized environment, automated infrastructure and support application
mobility.

•Addresses access requirements emerging from thin clients or organization

mobility requirements which may extend to any device at any time from any
place.

•Offers application analytics by clustering requirements and enabling remote

usage or community services

•Supports varied traffic patterns through location independent endpoints

while ensuring automated provisioning and orchestration.
Cloud Characteristics
On demand self service
- made available in couple of minutes.
- without service provider interaction(in SaaS) ex. Email

Broad Network Access

- Over network accessed through thin or thick client platforms (mobile
phones, laptops,PDAs)
- Private cloud, public cloud and Hybrid cloud

Rapid Elasticity
•Provisioned or released as per on – demand.
•Make sure of exact capacity , an application demands.
•Scalability
Measured Service

Monitored resource usage - Pay per use.

Reserved / Spot / On demand instances
Optimized resources( In AWS, c1. small, medium , large, m2, g2)

Customization

Multitenancy
Single instance of resource giving access to multiple organization (tenants).
Virtualized access.

In the case of infrastructure services, customization means allowing users to deploy

specialized virtual appliances and to be given privileged (root) access to the virtual servers.
Other service classes (PaaS and SaaS) offer less flexibility and are not suitable for
general-purpose computing [5], but still are expected to provide a certain level of
customization.

Virtualization uses software that simulates hardware functionality to create a virtual system.
This practice allows IT organizations to operate multiple operating systems, more than one
virtual system and various applications on a single server. The benefits of virtualization
include greater efficiencies and economies of scale.
 Cloud Characteristics -Advanced Features
• Virtualization Support.
• Self-Service, On-Demand Resource Provisioning
• Multiple Backend Hypervisors.
(A hypervisor, also known as a virtual machine monitor or VMM, is software that creates and runs virtual machines (VMs).)

• Storage Virtualization.
• Interface to Public Clouds.
• Virtual Networking.
• Dynamic Resource Allocation.
• Virtual Clusters.
• Reservation and Negotiation Mechanism.
• High Availability and Data Recovery.
 Resource Pooling

Resources are pooled to serve multiple consumers using a multitenant model.

Dynamically assigned and reassigned as per consumer’s demand.
(Location Independence)

Able to specify location at a higher level of abstraction(Country, state or

datacenter) like in AWS. (US East, west, oregano)
 Benefits of Cloud Computing
(Vs Traditional Computing)
•No up-front commitments, Reduced Cost
•On-demand access
• Nice pricing
•Simplified application acceleration and scalability
•Efficient resource allocation
•Energy efficiency
•Seamless creation and use of third-party services
Cloud types and service models

Types of Cloud Computing

Most cloud computing services fall into five broad categories:

Software as a service (SaaS)

Platform as a service (PaaS)

Infrastructure as a service (IaaS)

Anything/Everything as a service (XaaS)

Function as a Service (FaaS)

 SaaS
◻ Common SaaS Use-Case: Replaces traditional on-device software

◻In this the provider’s application are running on the cloud infrastructure.
◻The application are accessible from various client devices through a thin
client interface such as a web browser.

◻ The consumer does not manage or control the underlying cloud

infrastructure including network, servers, operating systems, storage, or
even individual application capabilities, with the possible exception
of limited user-specific application configuration settings.

◻Examples : Workday(ERP for HR), Concur(expense mgmt), Citrix

GoToMeeting/Cisco WebEx(online meetings and video conferencing)
 Benefits of SaaS
1.Reduced time to benefit
.
2. Lower Cost

3. New releases (upgrades)

4.Easy to use

5. Any time & any where access

 Challenges

•Data Availability
•Governance & billing Management
•Need of good connectivity
•Synchronization of client & vendor migration(vendor lock-in)
 PaaS(Platform as a Service)
•Web appl envi, os instances, database, middlewares.

•Used to develop cloud – ready application.

•Providers PL& Tools:The capability provided to the consumer is to deploy

consumer-created or acquired applications (created using programming languages
and tools supported by the provider) on the cloud infrastructure.

•Common PaaS Use-Case: Increases developer productivity and utilization rates

•Only deploy code : The consumer does not manage or control the underlying cloud
infrastructure, including network, servers, operating systems, or storage, but has
control over the deployed applications and possibly application hosting
environment configurations.

•Google App Engine, Microsoft Azure, and Force.com are foremost examples
of platform as a service.
 Benefits of PaaS
•Enables developer to focus on appl code & business logic
•Natural fit for development, testing & production
environments
•Take Less time
•Scalable without delay
•Eliminate the complexities of h/w & s/w dependencies
 Challenges of PaaS
•Risk of vendor lock-in
•Interoperability & connectivity with existing on-premises application

•Rely on third party performance & scalability SLAs

•Potential security risk & loss of control over the data
•GAE, Force.com, hureko, cloud foundry
 IaaS
•The capability provided to the consumer is to provision processing, servers, storage,
networks, and other fundamental computing resources where the consumer is able to
deploy and run arbitrary software, which can include operating systems and
applications.

•Common IaaS Use-Case: Extends current data center infrastructure for

temporary workloads (e.g. increased Christmas holiday site traffic)

•The consumer does not manage or control the underlying cloud infrastructure but
has control over operating systems, deployed applications, and possibly limited
control of select networking components for example host firewalls.
•Examples :Amazon Web Services (AWS), Cisco Metapod, Microsoft Azure, Google
Compute Engine (GCE), Joyent
 Benefits of IaaS

•Effective infrastructure utilization

•Highly automated resulting in faster provisioning of resources

•Easily meet the changing demand for consumption

•Reduced cost due to less h/w resources

, space, power consumption.
 Challenges of IaaS

•Migration of data
•Need of good connectivity
•Vendor reliability & security risk
•Difficult to make a gateway for integrating in-premise , firewall
protected appl with appl on public cloud.

•Ex. AWS rackspace cloud hosting

Anything as a Service

It is also known as Everything as a Service. Most of the cloud service providers

nowadays offer anything as a service that is a compilation of all of the above services
including some additional services.

Advantages of XaaS:
Scalability: XaaS solutions can be easily scaled up or down to meet the changing needs of an
organization.
Flexibility: XaaS solutions can be used to provide a wide range of services, such as storage,
databases, networking, and software, which can be customized to meet the specific needs of an
organization.
Cost-effectiveness: XaaS solutions can be more cost-effective than traditional on-premises
solutions, as organizations only pay for the services.

Disadvantages of XaaS:
Dependence on the provider: Users are dependent on the XaaS provider for the availability,
scalability, and reliability of the service, which can be a risk if the provider experiences outages or
other issues.
Limited flexibility: XaaS solutions may not be able to accommodate certain types of workloads or
applications, which can limit the value of the solution for certain organizations.
Limited integration: XaaS solutions may not be able to integrate with existing systems and data
sources, which can limit the value of the solution for certain organizations.
Function as a Service :

FaaS is a type of cloud computing service. It provides a platform for its users or customers to
develop, compute, run and deploy the code or entire application as functions. It allows the user
to entirely develop the code and update it at any time without worrying about the maintenance
of the underlying infrastructure. The developed code can be executed with response to the
specific event. It is also as same as PaaS.

FaaS is an event-driven execution model. It is implemented in the serverless container. When the
application is developed completely, the user will now trigger the event to execute the code.
Now, the triggered event makes response and activates the servers to execute it. The servers are
nothing but the Linux servers or any other servers which is managed by the vendor completely.
Customer does not have clue about any servers which is why they do not need to maintain the
server hence it is serverless architecture.

Both PaaS and FaaS are providing the same functionality but there is still some differentiation in
terms of Scalability and Cost.
FaaS, provides auto-scaling up and scaling down depending upon the demand. PaaS also
provides scalability but here users have to configure the scaling parameter depending upon the
demand.

In FaaS, users only have to pay for the number of execution time happened. In PaaS, users have
to pay for the amount based on pay-as-you-go price regardless of how much or less they use.
Advantages of FaaS :

•Highly Scalable: Auto scaling is done by the provider depending upon the
demand.
•Cost-Effective: Pay only for the number of events executed.
•Code Simplification: FaaS allows the users to upload the entire
application all at once. It allows you to write code for independent
functions or similar to those functions.
•Maintenance of code is enough and no need to worry about the servers.
•Functions can be written in any programming language.
•Less control over the system.

The various companies providing Function as a Service are Amazon Web

Services – Firecracker, Google – Kubernetes, Oracle – Fn, Apache
OpenWhisk – IBM, OpenFaaS,
Disadvantages of FaaS :

Cold start latency: Since FaaS functions are event-triggered, the first
request to a new function may experience increased latency as the
function container is created and initialized.

Limited control over infrastructure: FaaS providers typically manage the

underlying infrastructure and take care of maintenance and updates, but
this can also mean that users have less control over the environment and
may not be able to make certain customizations.

Security concerns: Users are responsible for securing their own data and
applications, which can be a significant undertaking.

Limited scalability: FaaS functions may not be able to handle high traffic
or large number of requests.
Cloud Services brokerage
Cloud Service Brokerage (CSB)

• CSB system plays a brokering role between CSP and CSC.

• Upon receiving requirements of CSC, CSB validates service requirements to
establish service selection plan and selects optimum service through service
assignment negotiation & selection process.
• The selected service is assigned to cloud through service assignment
process to manage the assigned service
 Deployment Models(Organizational Scenario)

•An agency can deploy cloud computing

in several different ways depending upon
many factors, such as:
•Where the cloud services are hosted
•Security requirements
•Desire to share cloud services
•The ability to manage some or all of the
services
•There are four common deployment •Customization capabilities
models for cloud services loosely
determined by who has access to the
cloud services: Public Cloud, Private
Cloud, Community Cloud, and Hybrid
Cloud.
 Public cloud
•Available to the general public and is owned by a third party cloud service
provider (CSP).

• An agency dynamically provisions computing resources over the Internet

from a CSP who shares its resources with other organizations.

•The CSP bills the agency for its share of resources used similar to that of an
electric utility.
•Cost effective deployment model for agencies as it gives them the flexibility
to procure only the computing resources they need

•Services are delivered with consistent availability, resiliency, security, and

manageability.

•Nevertheless, to benefit from a public cloud, an agency must accept reduced

control and monitoring over the provider’s governance and security.
Public Cloud

Private Cloud
 Private cloud
•Operated solely for a single organization or agency: the CSP dedicates
specific cloud services to that agency and no other clients.

•The agency specifies, architects, and controls a pool of computing

resources that the CSP delivers as a standardized set of services.

• A common reason for agencies to procure private clouds is their ability

to enforce their data security standards and controls.
•An agency will typically host a private cloud on-premises, connect to it
through private network links, and only share its resources within the
agency.

• Because resources are not pooled across multiple unaffiliated

organizations, an agency will pay for all of the cloud's capacity.

• Nevertheless, the agency's Chief Information Officer (CIO) can provide

these resources as services on-demand to organizations and programs
within the agency and charge them accordingly.
Community Cloud
 Community cloud
•Procured jointly by several agencies or programs that share specific needs
such as security, compliance, or jurisdiction considerations.

•The agencies or CSP may manage the community cloud and it may exist
on-premises or off-premises.

•Enables agencies with common set of requirements to combine assets and

share computing resources, data, and capabilities.

•By eliminating the duplication of similar systems, agencies can save

money and more efficiently allocate their scarce resources.

• Procuring a community cloud is also a way that an agency can advance

the Federal IT Shared Service Strategy.
 Hybrid cloud
•Comprises two or more clouds (private, community, or
public) with a mix of both internally and externally hosted
services.

•Agencies will likely not limit themselves to one cloud

deployment but will rather incorporate different and
overlapping cloud services to meet their unique
requirements.

• Hybrid deployment models are complex and require careful

planning to execute and manage especially when
communication between two different cloud deployments is
necessary.
Hybrid Cloud
 Cloud Computing Reference Model

The National Institute of Standards and Technology (NIST) is an organization

designed by the US government (USG) agency for the adoption and development of
cloud computing standards.
 Examples of Cloud Computing Reference Model Apart From NIST

1.IBM Architecture
2.Oracle Architecture
3.HP Architecture
4.Cisco Reference Architecture

There are five major actors in NIST cloud computing reference

architecture.
They are:

1.Cloud Consumer
2.Cloud Provider
3.Cloud Carrier
4.Cloud Auditor
5.Cloud Broker
The image below will explain the cloud computing reference model in a neat
diagram.
 Interactions Between Actors in Cloud Computing in Cloud Security
Reference Model

Instead of contacting a cloud provider directly, a cloud consumer may

request service through a cloud broker. The cloud broker may combine
several services to form a new service or may improve an existing one. In
this illustration, the cloud consumer interacts directly with the cloud broker
and is unaware of the actual cloud providers
An unbiased evaluation of the functionality and security of a cloud
service's implementation is done by a cloud auditor. Interactions with
the cloud consumer and cloud provider may be necessary for the
audit.
The connectivity and delivery of cloud services from cloud providers to cloud
consumers are handled by cloud carriers. Figure below shows how a cloud provider
arranges and participates in two distinct service level agreements SLAs, one with a
cloud carrier (for example, SLA2) and one with a cloud consumer (e.g., SLA1.

To ensure that the cloud services are used at a consistent level in accordance with
the contractual responsibilities with the cloud consumers, a cloud provider
negotiates service level agreements SLAs with a cloud carrier and may ask for
dedicated and encrypted connections. In this situation, the provider may express its
functionality, capability, and flexibility needs in SLA2 to meet SLA1's basic
requirements.
The Greenfield and Brownfield Deployment
Options
Most of the companies moving to the cloud platform either choose to get rid of (or scrap)their
existing on premise infrastructure and choose cloud or combine on premise and cloud defining
such a process by which both are optimally utilized.

Before building a cloud infrastructure, organizations must identify which deployment option
is appropriate for them. There are two deployment options for building a cloud infrastructure

1. Greenfield deployment option and

2. Brownfield deployment option.

• Greenfield means deploying completely new infrastructure from scratch , the entire process
of designing, developing, deploying, monitoring and management is involved.

• The Brownfield is making changes in the existing infrastructure, a brownfield deployment

option is used when some of the infrastructure entities exist, which can be transformed to a
cloud infrastructure by deploying the remaining entities required for the cloud infrastructure.
What is Greenfield Software Development?
Greenfield software development refers to developing a system for a totally new
environment and requires development from a clean slate – no legacy code around. It is
an approach used when you’re starting fresh and with no restrictions or dependencies.

A pure Greenfield project is quite rare these days, you frequently end up interacting or
updating some amount of existing code or enabling integrations. Some examples of
Greenfield software development include: building a website or app from scratch, setting
up a new data center, or even implementing a new rules engine.

The Advantages of a Greenfield Project

•Gives an opportunity to implement a state-of-the-art technology solution

from scratch
•Provides a clean slate for software development
•No compulsion to work within the constraints of existing systems or
infrastructure
•No dependencies or ties to existing software, preconceived notions, or
existing business processes
What is Brownfield Software Development?

Brownfield software development refers to the development and deployment of

a new software system in the presence of existing or legacy software systems.
Brownfield application development usually happens when you want to develop
or improve upon an existing application, and compels you to work with
previously created code.

Therefore, any new software architecture must consider and coexist with
systems already in place – so as to enhance existing functionality or capability.
Examples of Brownfield development include: adding a new module to an
existing enterprise system, integrating a new feature to software that was
developed earlier, or upgrading code to enhance the functionality of an app.

The Advantages of a Brownfield Project

Some of the largest advantages of Brownfield development include:
•Offers a place to start with a predetermined direction
•Gives a chance to add improvements to existing technology solutions
•Supports working with defined business processes and technology solutions
•Allows existing code to be reused to add new features
Service Level Agreement (SLA)

An SLA is a documented agreement between a service provider and a

customer that defines: (i) the level of service a customer should expect,
while laying out the metrics by which service is measured, as well as (ii)
remedies or penalties should agreed-upon service levels not be achieved. It
is a critical component of any technology vendor contract.

Before subscribing to an IT service, the SLA should be carefully evaluated

and designed to realize maximum service value from an end-user and
business perspective. Service providers should pay attention to the
differences between internal outputs and customer facing as these can help
define the service expectations.
Mock table of contents of a SLA
TYPES OF SLAs
•Customer-based SLA:

A customer-based SLA is between a service provider and a customer or customer group. It details
the services provided, the level of service, and the terms of the relationship. For example, in the
relationship between an on-demand video service and a subscriber, a single contract covers the
services available, duration of the services provided, and promised uptime. The contract will
change for each customer based on the plan they choose. Here the SLA is based on the
individual customer.

•Service-based SLA:
•
A service-based SLA is offered when the agreement is based on the service or product chosen by
the customer. It details the regular and additional services offered and the level of service. For
example, the IT service desk provides different services to all requesters, and each service item
has a unique SLA that details the service that will be provided and when it will be delivered. Here
the SLA is based on the service item, which has a common SLA for all end users.

•Multi-level SLA:

A multi-level SLA is an agreement in which an SLA is divided into multiple tiers or levels that
specify a series of customers using a single service. It addresses agreements at the corporate,
customer, and service level. For example, a workstation service request has a high-priority SLA
when requested by a high-ranking official, and a low-priority SLA when requested by a temporary
worker.
The SLA defines the following service delivery terms:

Response time: The time within which the assigned technician needs to
respond to the ticket

Resolution time: The time within which the workstation has to be delivered.
In our example, the ticket needs to be resolved within 14 days from the time
of ticket creation.

Escalations: Actions and notifications that will be triggered if response or

resolution times are breached. Based on the SLA that is associated with the
employee onboarding template, we see that a few escalations and actions
have been set up that take place in the event of an SLA violation. The first
escalation is set up to alert the ticket owner that the ticket has not been
responded to; it is set up to automatically notify the ticket owner 30 minutes
before the response SLA is breached. The other escalations are for breach
of the resolution SLA.
SLA Management

Service level manager (process owner): The service level manager is

accountable for the entire SLM process. They ensure the process is effective
and that the right stakeholders are involved during the process. They also
have final say on the level of service for each service item.

Service owner: Service owners are responsible for delivering services within
the agreed service levels. They usually lead internal support groups.

Support groups: These are groups of specialized technicians who deliver

services within the agreed service levels.

Technicians: A technician is a support agent who delivers services within

agreed service levels.

End users: An end user is a consumer of service

References

1. Cloud Computing: Architecting Next-Gen Transformation Paradigms, 4th

Edition, Author: Dr. Kumar Saurabh, Publish Year: November 2018.
2. https://www.manageengine.com/products/service-desk/automation/what-is-
service-level-agreement-sla.html
3. https://www.gambit.de/en/wiki/greenfield-vs-brownfield/
4. https://www.knowledgehut.com/blog/cloud-computing/cloud-computing-refe
rence-model
5. https://www.geeksforgeeks.org/types-of-cloud/