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Professional Cloud Service Manager - Course Book - Sample
Professional Cloud Service Manager - Course Book - Sample
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Release 2.0.0
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www.ITpreneurs.com
Copyright
Professional Cloud Service Manager
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Copyright and Trademark Information for Partners/Stakeholders.
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Cloud Credential Council is a registered trademark.
Copyright 2015 by ITpreneurs Nederland B.V. All rights reserved.
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Please note that the information contained in this material is subject to change without notice.
Furthermore, this material contains proprietary information that is protected by copyright. No part of
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this material may be photocopied, reproduced, or translated to another language without the prior
consent of ITpreneurs Nederland B.V.
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The language used in this course is US English. Our sources of reference for grammar, syntax,
and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and The
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Microsoft Manual of Style for Technical Publications.
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Contents
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acknowledgements v
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Module 1: Course Introduction 1
Lets Get to Know Each Other 1
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Overview 1
Course Learning Objectives 2
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Course Agenda Day 1 2
Course Agenda Day 2 2
Course Agenda Day 3 3
Case Study
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Activities 3
Course Book 4
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Module Summary 4
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Module Summary 29
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Module Topics 31
Cloud Management Roles 32
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Module 4: Cloud Service Strategy 59
Module Learning Objectives 59
Module Topics 59
Cloud Strategy Fundamentals 59
Activity Time:Cloud Strategy Fundamentals 61
Key Drivers for Adoption 64
Activity Time: Key Drivers for Adoption 68
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Risk Management Overview 70
Activity Time: Case Study 74
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Module Summary 74
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Module Learning Objectives 75
Module Overview 75
Module Topics 76
Basics of Cloud Service Design 76
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Activity Time: Basics of Cloud Service Design 80
Dealing with Legacy Systems, Services, and Applications 81
Activity Time: Dealing with Legacy Systems, Services, and Applications 86
Benchmarking of Cloud Services
Activity Time: Benchmarking of Cloud Services
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Cloud Service Capacity Planning 89
Activity Time: Case Study 91
Cloud Service Deployment and Migration 91
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Module Topics 153
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Basic Governance Definitions 154
Activity Time: Basic Governance Definitions 154
Cloud Governance Framework 156
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Activity Time: Cloud Governance Framework 161
Activity Time: Cloud Governance Framework 161
Cloud Governance Considerations 163
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Activity Time: Case Study 166
Module Summary 167
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Module 9: Showing the Value of Cloud Services 169
Module Learning Objectives 169
Module Topics 169
Understanding the Value of Cloud Services
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Activity Time: Understanding the Value of Cloud Services
Linking the Value of Cloud Services to Strategy
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Measuring the Value of Cloud Services 174
Activity Time: Measuring the Value of Cloud Services 175
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iii
Mock Exam 211
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Appendix C: Syllabus 247
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Appendix D: Release Notes 259
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Participant Feedback Form 261
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www.ITpreneurs.com
Acknowledgements
We would like to sincerely thank the experts who have contributed to the development of the ITpreneurs
products:
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Lead Author
Mark OLoughlin is a service management principal, service architect,
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consultant, author, speaker and trainer and works through large blue-chip IT
and Service Management organizations.
Mark is the founder, Managing Director and Principal Consultant of Red Circle
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Strategies, specializing in cloud and service management consulting.
A recognized industry leader in the field of Service Management, Mark was
one of the first people to be globally awarded the ITIL Master accreditation,
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Mark OLoughlin is a member of ISO JTC1-SC7-WG25CA workgroup and is an invited
speaker for various international conferences on cloud computing and service
management.
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Contributing to global best practices Mark is the author of The Service
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Catalog A Practitioner Guide, ISBN-9789087535711, and has contributed
to numerous other books and publications.
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Mark is the Lead Author and Architect of the Professional Cloud Service
Management Certificate, Cloud Credential Council.
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http://www.linkedin.com/in/oloughlinmark
https://twitter.com/oloughlinmark
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http://www.markoloughlin.org/
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http://www.italliancegroup.com/
Reviewer
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George Sawyer His easy-going teaching method focuses on empowering users to problem
solve and continue learning far beyond the classroom.
Reviewer
John currently spends the majority of his time teaching classes on cloud
computing, as well as supporting developing country projects as a contractor
with the World Bank and US Trade & Development Agency. In addition to cloud
computing-related projects, he contributes to government interoperability
framework development and enterprise architecture. Additional focus is on
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disaster management for governments in developing and emerging countries.
Recent projects include support for the World Bank and USTDA missions in
Vietnam, Moldova, Brazil, Egypt, Benin, and Indonesia.
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John R Savageau In the past three years he has also prepared both feasibility studies and
business plans for eGovt projects in Moldova, Indonesia, and the Philippines.
This included recommendations and designs for distributed government data
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center consolidation and cloud computing. 2014 will add additional emphasis
on developing service-oriented cloud computing infrastructures.
While the majority of his experience is in data communications, 38 years in the
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data and telecom business has given him tacit experiences and knowledge in
many areas of both telecommunications and general business.
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Those projects have also given him the opportunity to dig deeper into the
academic and operational use of enterprise architecture models while
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developing technical solutions for projects.
He has spoken at several conferences and seminars.
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Lets Get to Know Each Other
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Lets Get to Know Each Other
Introduce yourself in the following format:
Introduce yourself in the following format:
Name
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Name Company
Role and background
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Role and background Expectations from this course
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Overview
Expectations from course
Overview
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The Professional Cloud Service Manager course ensures that the participants acquire
and knowledge to pass the associated Cloud Credential Council Cloud Service Mana
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certified Professional Cloud Service Managers.
The Professional Cloud Service Manager course ensures that
the participants acquire the required skill set and knowledge to
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Managers. Management
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Illustrate the benefits and drive the adoption of cloud-based services within an organization.
Identify strategies to reduce risk and remove issues associated with the adoption of cloud
computing and cloud-based services.
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Select appropriate structures for designing, deploying, and running cloud-based services
within traditional IT organizations.
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Model cloud service management principles into ICT operations and IT service management.
Predict the complexities involved in designing, deploying, and running cloud services.
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Compare and contrast cloud service management with traditional IT service management in
the existing IT organization.
Course Introduction
Course Agenda Day 1
Total 08:00
Total (Less Lunch) 07:30
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Total
Module Subject Start End Time
(in hours)
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Contd
2 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. Copyright Materials 2015 | 6
Course Book | Professional Cloud Service Manager | Course Introduction
Course Introduction
Course Agenda Day 3
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09 Showing the Value of Cloud Services 11:00 12:00 01:00
Lunch
DAY 3
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Course Review 13:45 14:15 00:30
Exam Preparation 14:15 15:00 00:45
Self-Study and Q&A 15:00 16:00 01:00
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Exam (if taken on the same day) 16:00 17:30 01:30
Total 08:30
Total (Less Lunch) 07:30
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Course Introduction
Case Study
Case Study
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A case study with related exercises and activities will be used throughout the course. The case study
is attached with the Course Book. The exercises will be based on the scenarios from the case study.
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A case study with related exercises and activities will be used throughout the course. The case study is
These exercises will include:
attached with the course book. The exercises will be based on the scenarios from the case study. These
MCQs exercises will include:
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MCQs
MMCQs MMCQs
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Brainstorming
Brainstorming
Discussion forum
Discussionforum
Group discussion
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Puzzles
Group discussion
Role play
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Puzzles
Introduction
Course Role play
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Activities
Activities
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In addition to the case study based activities, there will be several other activities meant for enhancing retention. Copyright Materials 2015
The activities are inserted at logical interval to give a relaxing break in the training.
In addition to the case study based activities, there will be several other activities meant for enhancing
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retention. The activities are inserted at logical interval to give a relaxing break in the training.
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Quick
Write-Up Role Play
Describe
the
Picture
Draw a Paper
Picture Throw
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Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.
Course Introduction
Course Book
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Module Summary
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Course Introduction
Overview
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Course Learning Objectives
Course Agenda (Three-Day Plan)
Case Study
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Activities
Course Book
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This module deals with cloud service management fundamentals. The fundamental cloud computing
models and their characteristics are explained. The key terms are defined. The relationship between
ITSM and PCSM is also explored. The module describes the impact of cloud computing on IT
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management and delivery. Apart from this, the module compares the IT, business, and the consumer
perspectives and analyzes the relationship between the consumer and provider.
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Module Learning Objectives
At the end of this module, you will be able to:
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Describe the fundamental cloud computing models and their characteristics.
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Define the basic terms related to cloud service management.
Describe the relationship between IT Service Management (ITSM) and cloud service
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management.
Describe the impact of cloud computing on how IT is managed and delivered.
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Module Topics
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Service Perspectives
Relationship with ITSM
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there was shared access to the organizations providing
the same data storage resources. This led to an
these services. Examples
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layer and CPU power. increase in Internet adoption
include LinkedIn, Facebook,
Dumb terminals were also and the result was that the
public SaaS email systems.
used. usage increased dramatically.
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1950s 1960s 1970s 1990s 2000s 2006 2010s
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Cloud Computing Services Cloud Computing in
Virtual Machines (VMs)
Services such as SaaS, Everyday Life
Multiple VMs can be installed on
PaaS, and IaaS services Business and consumer
a physical node. These can run
started to appear. These cloud services have
the OS using shared physical
were primarily for business become a part of everyday
compute resources such as CPU
use. Consumer cloud-based life due to the adoption of a
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and storage. This marked the
services also made an wide adoption of Internet
start of virtualisation while dumb
Cloud Service Management Fundamentalsterminals continued to be in use.
appearance and start to take and mobile device usage.
off.
History of Cloud Computing
Amazon
Microsoft
AWS Salesforce
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Windows Azure
Commercial Web Force.com
(beta)
Services PaaS
IaaS and PaaS
IaaS
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focused on using the web services models to make information available from Amazon to partners
who look upon Amazon as a retailer.
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EC2: In August 2006, EC2 was launched. It provides a more complete computing platform.
Google App Engine: In April 2008, Google App Engine was launched.
Windows Azure launches Beta: In November 2009, Windows Azure launched Beta.
Cloud service
management is an
Cloud computing is seen as a EXTENSION of the
NEW way of delivering management of IT
computing resources. services.
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Service management
Cloud computing is
principals and good
NOT new technology.
practices are NOT
new concepts.
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Cloud service management is concerned with aligning both worlds i.e. the world
of cloud computing and service management as well as introducing good cloud
management practices among customer, consumer, and supplier organizations.
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Cloud computing and cloud-based services are not new technology. Cloud principles were followed
even for Mainframes circa 1950s and 1960s.
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There are many frameworks and methods for the management of IT and for service management. In
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most cases, cloud computing is described as a business model for use of other underlying technologies
and not as a technology. Those underlying technologies, such as virtualization, provide the basis for
Cloud Service Management Fundamentals
employing cloud computing concepts. Cloud in itself is not a technology.
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Cloud ComputingPurpose
Cloud ComputingPurpose and
and Scope
Scope
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Scope of Cloud
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Service Management
Oversee the design, development,
and transition of cloud-based
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services.
cloud-based services.
The purpose and scope of cloud service management are described below.
Purpose:
Establish appropriate methods for the management and operation of cloud-based services.
Embed cloud service management practices into existing IT development and support
structures.
Scope:
Oversight of the design, development, and transition of cloud-based services.
Management and operation of cloud-based services.
Cloud ComputingFeatures
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Management
Cloud is a Fundamentals
style of computing
where scalable and elastic IT related capabilities are delivered
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Cloud Service
as a service to consumers
Basics of Cloud Service Management
using Internet technologies.
Cloud is not defined as a set of technologies, but rather a model for delivering, managing, and
Cloud ComputingDefinition
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consuming information technology resources, and services.
Cloud ComputingDefinition
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Cloud computing is a model for enabling convenient, on-demand network access to a
shared pool of configurable computing resources i.e. networks, servers, storage,
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applications, and services that can be rapidly provisioned and released with minimal
management effort or service provider interaction.
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This cloud model is composed of five essential characteristics, three service models, and
four deployment models.
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Cloud Service Management Fundamentals
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Basics ofSource:
CloudNIST
Service Management
definition of cloud computing
Five Essential
Automated consumer Characteristics of Metered resource usage
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Cloud service allows Shared resources for one or many Automated provisioning and
accessible connectivity to a tenants supporting different scaling for one or many
range of devices and demand and supply capacity tenants
networks
Source: NIST definition of cloud computing
Measured Service
The cloud service provider monitors and measures the service, for example metering usage at a
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per-unit-level or measuring service level attainment.
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Broad Network Access
Cloud computing and cloud-based services are made available over a network either fully through
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the Internet end-to-end for public cloud services, or through a combination of the Internet and an
organizations internal network for either public, private, or hybrid cloud services.
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Resource Pooling
Cloud computing and cloud-based services gain their economies of scale and cost advantage by
sharing the same resources between many different customers.
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Rapid Elasticity
Cloud computing enables IT resources to be scaled up and scaled down rapidly or elastically. In most
Cloud Service
casesManagement Fundamentals
the customer
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has the option to either scale up or down either manually or automatically.
Basics of Cloud Service Management
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Cloud ComputingThree Service Models
Cloud ComputingThree Service Models
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Software as a Service
(SaaS) are applications
Software which provide business
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Cloud
Cloud ServiceService Users
Management Fundamentals
Basics of Cloud
Business Service
needs forManagement
different models:
Cloud Service Users
Business needs for different models:
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Users use SaaS
applications to
generate business
value.
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Software
Developers use Applications
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PaaS to build
applications.
Platform
Cloud Service Management Fundamentals Software Components
Basics of Cloud Service Management Operations use
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Infrastructure IaaS to provide
application services.
Software as a Service Servers, Computing Resources
Software as a Service ot
SaaS allows users to run existing online applications. Its features are given below.
SaaS allows users to run existing online applications. Its features are given below.
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World-Wide Access
Software
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Global Collaboration
Applications Subscription Based
Examples are:
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Platform
Software Components
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Infrastructure
Servers, Computing Resources
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SaaS provides the customer the ability to use a service providers applications. Those applications can
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be running on either the service providers infrastructure or infrastructure outsourced to the service
provider.
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Platform as a Service
Platform
PaaS as a to
allows users Service
create their own cloud applications using existing tools and script languages.
PaaS allows users to create their own cloud applications using existing tools and script languages.
Rapid Development
Software Mashups
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Applications Integration of Multivendor Cloud
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Services
Some examples are:
Platform
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Software Components
Infrastructure
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Servers, Computing Resources
CloudPaaS provides the customer with the capability to develop, run and manage software applications,
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Service Management Fundamentals
web
Basics of services, and apps.
Cloud Service Customers can deploy onto PaaS infrastructure customer-created or acquired
Management
applications created using programming languages, libraries, services, and tools supportedCopyright
by theMaterials 2015 | 16
provider.
Infrastructure as a Service
IaaS allows usersastoarun
Infrastructure
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all types of applications on selected cloud hardware.
Service
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IaaS allows users to run all types of applications on selected cloud hardware.
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Virtual Servers
Software Storage
Flexible Use
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Applications
Some examples are:
Platform
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Software Components
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Infrastructure
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IaaS provides the customer with the capability to use lower level IT resources and compute power.
An IaaS service provider hosts virtualized computing resources provided over the Internet.
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Cloud Cloud Cloud Cloud
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This cloud
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This cloud
This cloud infrastructure is infrastructure is a
This cloud
infrastructure is provisioned for open composition of two or
infrastructure is
provisioned for use by the general more distinct cloud
provisioned for
exclusive use by a public. It may be infrastructures, such as
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exclusive use by a
single organization owned, managed, and private and public
specific community of
comprising multiple operated by a community, that remain
consumers from
consumers, for business, academic, or unique entities but are
organizations that have
example, business government bound together by
shared concerns.
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units. organization, or standardized or
combination of these. proprietary technology
that enables data and
application portability.
Source: NIST definition of cloud computing
Cloud
CloudComputing
ComputingModels
Modelsand
andtheir
theirCharacteristics
Characteristics
Given below is a visual presentation of all the cloud computing models and their characteristics that
Given below is a visual presentation of all the cloud computing models and their characteristics that
you just read about.
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Characteristics
Resource Pooling
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Four
Public Private Hybrid Community Deployment
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Models
Source: NIST
Source: NIST
The figure provides a visual presentation of all the cloud computing models and characteristics that
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Cloud computing is a
Cloud computing is a convergence of existing IT
disruptive innovation in and new on-demand IT
business and IT models. provisioning automation
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and marketplace services.
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Cloud computing is a
result of an evolution in
technology standards and
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design principles.
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Cloud computing is a disruptive innovation in business and IT models. The explosion of data, compute,
network, and devices have converged into new types of online communities and services. This has 2015 | 20
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changed the way business and social interaction work. For example, the smart phone and tablet
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devices have enabled new mobile business models that did not exist ten years ago. Cloud is a new
business and IT operating model for delivering real-time or near-real-time information and access to
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services.
Cloud computing is a convergence of existing IT, and new on demand IT provisioning automation and
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marketplace services. Cloud computing recognizes growth and use of existing telecoms networks
and the rise in existing database, storage, and compute capacity and the spread of web services, API
schemas, XML, TCP, HTTP, and other common standards coming together to enable a realistic, on
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demand IT delivery and service model. Marketplaces, that have become very popular, represent the
new model of on-demand facades, portals, app stores, and data services, for example, marketplaces
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Cloud computing as an evolution in technology standards and design principles recognizes the
importance of SOA and EA in the development of solutions. It also recognizes the need for distributed
architecture access, security, and governance to enable elastic and scalable environments for work.
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scale
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Adds flexibility
Has operational
reliability
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Provides the facility of
utility-based
utility based charging
Leverages of new
technologies
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Increases capability of
IT
Provides improved
balance sheet
Reduces IT
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overcapacity
Reduces IT ownership
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The true value from the cloud and cloud service management will be realised and seen by the
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business only if the cloud and cloud service management can be shown to have a positive effect on
the companies balance sheet.
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Value to the customer and end user of cloud-enabled services will be realized only if expected or
desired customer and end user outcomes are achieved.
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Service Brokering
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New skills are neededless technical more business related and commercial.
IT will outsource elements of itself to service providers.
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Demand Management
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Cloud computing facilitates shorter got-to-market time i.e. less lengthy release cycles.
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Now, demand needs adequate billing structures in place to charge for usage.
Cloud computing is tied to business strategy for achieving business goals.
Service brokering and changes to managing demand are two examples of how cloud computing is
changing the management and delivery of IT.
Service Brokering
Service brokering is not a technology related role. This is more a business related role focusing on
negotiation and agreement regarding buying cloud computing and cloud-based services from cloud
service providers. It can involve brokering the sale of cloud computing and cloud-based services to
customers.
Demand Management
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IT is expected to be flexible and able to meet quick changes in demand. Long release cycles for new
software will mean the business may look at different providers rather than its own IT department to
provide applications and services. For example, SaaS software has shorter setup and lead times and
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is quicker to enable.
Large ERP roll-outs will still require long release cycles due to their complexity but can be out of
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date by the time they get rolled out.
Service Level Agreement (SLA)
Traditional SLAs are moving to federated SLA approach.
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Fragmentation is occurring in achieving back-to-back SLAs.
Some cloud services may enforce their SLA.
Contracts
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IT providers are outsourcing more IT services to third-party providers.
Requires frequent
Cloud Service Management contract review and negotiation.
Fundamentals
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Cloud Computing
traditional is Changing
IT contracts in the deliveryHow IT is Managed
of a service and Delivered (Contd.)
to a customer.
Here Here
is a visual presentation
is a visual ofofhow
presentation howcloud
cloud computing has
computing has impacted
impacted SLASLA
and and contracts:
contracts:
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Third-Party IT Service
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Centre
The upper most part of the figure here depicts a customer service provided by IT. It may need to
outsource many elements of IT to the cloud and cloud service providers. Each third-party provider will
have different SLA, terms and conditions, and response or resolution times. Some will not provide
resolution guarantee times. Also, cloud service providers may not allow IT to alter the terms of the
contract with them. This makes it difficult for IT to create a single contact and SLA with the customer.
A prime IT service provider has to federate all the service contracts into a contract and SLA, which the
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service provider can provide to the customer. This is further complicated when the customers stipulate
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only those IT provider terms and conditions that they want in the service contract.
The upper part of the bottom of the figure represents the federation of third-party suppliers and IT
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service provider.
The lower part of the bottom of the figure represents the federation of customer requirements and IT
service provider.
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Some cloud services may enforce their SLA and there is no flexibility in this matter. In Microsoft, for
example, Office 365 SLA and contract is non-negotiable. Thus, Microsoft will provide a response
time to your issue but not the guaranteed resolution time. Many traditional service providers and
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customers provide resolution times in the form of an incident priority matrix, for example, priority 1=4
hours resolution, priority 2=8 hours resolution, and so on. However, in the case of an IT provider,
selling Office 365, the IT provider can no longer provide a guaranteed resolution time, because their
supplier Microsoft, does not provide a guaranteed resolution time. ot
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Cloud ComputingFederated Services
Federated services includes:
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Interconnecting the service contracts of all service providers to provide a customer contract or service
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level agreement.
The key questions are:
Who is accountable and responsible for providing a service to the end customer?
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Overall accountability of service provision remains with the service provider (the prime service
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responsible for providing the services they have agreed on the contract.
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Complete thethe
Complete Picture 15 Minutes
Figure 15 Minutes
Complete the blanks in the figure.
Complete the blanks in the figure.
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Five Essential
Characteristics
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Three Service
Models
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Four
Deployment
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Models
Deployment models
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