Cloud Service Management

Cloud Service Management

Cloud service management is concerned with aligning both worlds, that is, the world of cloud computing and service management and introducing good cloud management practices among customer, consumer and supplier organisations.

Professional Cloud Service Manager Training

Cloud computing and cloud-based services are not a new technology. Cloud principles were followed even for Mainframes circa 1950s and 1960s.

There are many frameworks and methods for the management of IT and for service management. In 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 employing cloud computing concepts. Cloud in itself if not technology.

Cloud Computing – Purpose & Scope

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 Computing – Features

  • Cloud is a style of computing where scalable and elastic IT related capabilities are delivered as a service to consumers using internet technologies.
  • Cloud is not defined as a set of technologies, but rather a model for delivering, managing and consuming information technology resources and services.

Cloud Computing – Definition

Cloud computing is a model for enabling convenient, on demand network access to a shared pool of configurable computing recourses, that is, networks, servers, storage, applications and services that can be rapidly provisioned and released with minimal management effort or service provider interaction.

This cloud model is composed of five essential characteristics, three service models and four deployment models

Source: NIST definition of cloud computing

The 5 essential Operational Characteristics are:

  • On Demand Self Service – automated consumer centric search, selection and provisioning.
  • Measured Service – metered resource usage with monitoring, reporting and charging mechanisms.
  • Broad Network Access – cloud service accessible connectivity to a range of devices and networks.
  • Resource Pooling – shared resources for one or many tenants supporting different demand and supply capacity.
  • Rapid Elasticity – automated provisioning and scaling for one or many tenants.

The 3 Service Models are:

  • Software as a Service (SaaS) – applications which provide business value for users.
  • Platform as a Service (PaaS) – applications which provide specialised software components and programming tools.
  • Infrastructure as a Service (IaaS) – applications which provide computing infrastructure resources as a service.

The 4 Cloud Deployment Models are:

  • Private Cloud – this cloud infrastructure is provisioned for exclusive use by a single organisation comprising multiple consumers, for example, business units.
  • Community Cloud – this cloud infrastructure is provisioned for exclusive use by a specific community of consumers from organisations that have shared concerns.
  • Public Cloud – this cloud infrastructure is provisioned for open use by the general public. It may be owned, managed and operated by a business, academic or government organisation or a combination of these.
  • Hybrid Cloud – this cloud infrastructure is a composition of two or more distinct cloud infrastructures, such as private and public community that remain unique entities but are bound together by standardised or proprietary technology that enables data and application portability.

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Kate Hamblin

Senior ITSM Consultant +44 0118 324 0620