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Infographic with Cloud Computing concept - set of paper tags, technology icons, cloud cmputing, graphs, paper tags, arrows, world map and so on. Can cloud computing and the traditional IT service management (ITSM) framework, based on the IT Infrastructure Library (ITIL), play well together?
ITIL defines best practices for service managers in IT so they, in turn, can have reliable and continuously improving IT services for their solutions. These are just a few of the questions that require answers as both ITIL and cloud appear here to stay and will continue to be an integral part of IT Service Delivery for years to come. To develop a consistent view of service management the ITIL framework itself can be applied to cloud computing to identify gaps, if any.
Theoretically IT and business decision makers should use this phase to work with cloud service providers to document business requirements and drive service improvements and value.  The challenge is that many of these services are now supplied by providers who may not participate or allow their services to be customized to meet nonstandard requirements. When it comes to designing services based on cloud computing components, cloud providers and IT leaders can use the elements identified in the Service Strategy session to design a plan for delving those services.
However, if the traditional IT approach is used key design elements such as utility-based services not associated with dedicated hardware or software and even geographical considerations will be missed. Do cloud hosts and providers have the same change standards and change windows as defined by the IT department?  What about all key components of the XaaS stack such as SaaS? Finally, are all services being migrated to cloud computing required immediately, or will IT departments need to work with cloud providers to develop a plan that transitions to these services with minimal interruption?
When the IT department operationalizes the catalog and simply applies the same catalog to new services provided in the cloud, how will incidents be tracked and reported?
The new values provided are used to design improvements to the services, add new services then operationalize those new series as in the previous phases. This perhaps is the most volatile area and seasoned cloud professional services should be considered. When cloud services are deployed in the ITIL framework essential and proven tools are available to the IT professional.
ITIL provides small businesses or emerging IT professionals with a guided framework to help them plan out their cloud adoption.
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The ITIL framework is applicable to cloud computing but there are elements that need to be approached differently. Providers of cloud and cloud services generally have their own types of monitoring, reporting and management tools. It is hard to make the argument that both aren’t compatible without dismissing either the framework of ITIL itself or the service management needed to manage cloud computing services.
Below are outlined areas that must be rethought in the context of the shift away from traditional IT to cloud computing. A typical strategy involves IT departments addressing short-term and long-term roadmaps which were developed with a centralized, data-center-centric end-state design.
These KPIs lead to service level agreements (SLAs) that define contractual obligations by providers and who service management will track these and have to be applied to cloud providers. Customer engagement and provisioning of the cloud services should be included as a part of the catalog. SLAs should be monitored and tracked to ensure agreed to service levels are in place and the services are performing per the business requirements. Develop a strategic vision, put that vision into a design, migrate those services under a set of defined processes, efficiently operate and manage those services and finally, continuously improve those services are all useful and applicable to cloud computing – with many caveats.
It would be good to see an example of a cross mapping of ITIL to a cloud maturity model as well.
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SLAs and KPIs associated with cloud providers often are disparate and require separate contractual discussions and design considerations, perhaps even segregated services so trying to take the traditional IT model and apply it to cloud simply will not work. Key elements of the ITSM catalog include: change management, release management, and asset management.
Incident management, problem management, event management and request management are essential components that must be implemented in this phase. What elements are reported and which ones are addressed without notification or reporting as a part of the service provided? Price points, specialized infrastructure, delivery, applications are all changing at a rapid rate. Competitive antivirus products can be completely removed by simply selecting all three deployment methods, including direct install. There are new, additional alerts so you can push updates or resolve issues even before the customer is aware of them. These services are flexible, elastic, and utility-based, where customers pay for their subscription as they use it.
How about release management, do the cloud providers respect your business timetables (month-end, reporting, regulatory considerations in your vertical)? Changes, additions or deletions of services or parts of services being delivered can be addressed in this phase as well.
An IT organization can fit these changes into ITIL but again, this is not as simple as version control or traditional capacity management.
While ITIL can be a valuable benefit to any IT organization, those that simply try the one-size-fits-all approach when layering in cloud computing will be left disconnected. A three- to five-year end-state architecture, while fine for only looking at IT, is siloed in its traditional view and does not address changing requirements related to the business. Additionally, the rapid rate of change and innovation in services makes this nearly impossible. Service improvement in cloud computing must include product roadmaps of vendors and providers then recalibrating roadmaps based on these changes.



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