Dat Tero Gal Up Icac on 2012

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Design of New or Changed Services in the Cloud:An ISO/IEC 20000 Perspective

Ronald DatteroMissouri State University, CIS Dept.

Stuart D. GalupFlorida Atlantic University, IT & OM Dept.


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Outline

1. Introduction

2. Actors

3. Deployment Models

4. Service Models

5. Cloud Service Management

6. Concluding Remarks

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References

[1] ISO/IEC 20000-1 (April 2011) Information Technology Service Management:

Part 1 Service Management System Requirements.

[2] ISO/IEC 20000-7 (February 2012 Draft) Information Technology Service

Management: Part 7 Guidance on the Application of ISO/IEC 20000-1 to the

Cloud.

[3] NIST Definition of Cloud Computing (September 2011), National Institute of

Standards and Technology Special Publication 800-145.

[4] NIST Cloud Computing Reference Architecture (September 2011), National

Institute of Standards and Technology Special Publication 500-292.

[5] White paper from CloudU (2011), Creative Configurations: Mixing and

Matching Public, Private and Hybrid Clouds for Maximum Benefits by Ben Kepes.

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1. INTRODUCTION

Cloud Computing is a model for enabling ubiquitous, convenient,

on-demand network access to a shared pool of configurablecomputing resources (e.g., 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. [3]

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Five Essential Characteristics [3]

1. on-demand self-service

2. broad network access

3. resource pooling

4. rapid elasticity

5. measured service

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Comments on Cloud Computing

Cloud Computing enables businesses to depart from past practices.

Through resource pooling, an organization can increase computingefficiency and utilization.

Through rapid elasticity, an organization can avoid a boom and

bust cycle where organizations swing between under-provisioning

and over-provisioning of resources.

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Comments on ITSM

Information Technology Service Management (ITSM):

discipline for managing information technology systems that isphilosophically centered on the customer's perspective of IT's

contribution to the business rather than technology-centered

approaches to IT management and business interaction

ISO/IEC 20000:

first international standard for ITSM

allows companies to demonstrate excellence & prove best practice in ITSM

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Challenge

A major challenge for IT service providers is the extent to which

Cloud Computing is used to design new or changed services. In designing new or changed services, ISO/IEC 20000 [1] list

eleven requirements.

The scope of this paper focuses on the first two requirements:

a) authorities and responsibilities for delivery of the new or changed services

b)activities to be performed by the service provider, customer, and other parties for

delivery of the new or changed services.

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2. ACTORS [4]

1. Cloud Consumer: person or organization that maintains a business

relationship with, and uses service from, Cloud Providers

2. Cloud Provider: person, organization, or entity responsible for

making a service available to interested parties

3. Cloud Auditor: party that can conduct independent assessment of

cloud services, information system operations, performance andsecurity of the cloud implementation

4. Cloud Broker: entity that manages the use, performance and

delivery of cloud services, and negotiates relationships between

Cloud Providers and Cloud Consumers

5. Cloud Carrier: intermediary that provides connectivity and

transport of cloud services from Cloud Providers to Cloud

Consumers

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Comments [2]

Each of these five actors are mentioned in the context of the

Business Relationship process

consumer appears 75 times & provider appears 141 times

Cloud Provider should define:

the service requirements for new or changed cloud services in ways thatthe Cloud Consumer can understand

the Cloud service with a number of service options in order to help the

Cloud Consumer to understand the potential value of using the service as

well as understanding any known limitations

Needs to be trust between Cloud Providers & Cloud Consumers

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Simplified Interaction [2, 4]

1. Cloud Consumer browses service catalog from Cloud Provider

2. Cloud Consumer requests service from Cloud Provider

3. Cloud Consumer agrees to service contract with Cloud Provider

4. Cloud Consumer uses service

5. Cloud Consumer is billed for usage by the Cloud Provider

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3 O O S 3


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3. DEPLOYMENT MODELS [3]

1. Private Cloud infrastructure is provisioned for exclusive useby a single organization comprising multiple consumers

2. Community Cloud infrastructure is provisioned for exclusiveuse by a specific community of consumers from organizationsthat have shared concerns

3. Public Cloud infrastructure is provisioned for open use by the

general public

4. Hybrid Cloud infrastructure is a composition of two or moredistinct cloud infrastructures (private, community, or public)that remain unique entities, but are bound together bystandardized or proprietary technology that enables data andapplication portability

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C P i Cl d


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Comments on Private Cloud

Gives the Cloud Consumer exclusive access to and usage ofthe infrastructure and computational resources of a CloudProvider

Cloud Provider could be managed by either the CloudConsumer's organization or by a third party

Physical data center could be on the Cloud Consumer's

premises or off-site

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C t C it Cl d


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Comments on Community Cloud

Community Cloud serves a group of Cloud Consumers ratherthan serving a single organization

These organizations share some commonalities such asmission objectives, security, privacy and compliance policy

Similar to a Private Cloud, a Community Cloud could bemanaged by either one of the Cloud Consumer's organizations

or by a third party and the physical data center could be onone of the Cloud Consumer's premises or off-site

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C t P bli Cl d


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Comments on Public Cloud

Cloud infrastructure and computing resources are madeavailable to the general public by the Cloud Provider [4]

Access is via a public network, such as the internet [4]

Generates significant benefits for Cloud Consumers [5]

low (or no) upfront costs

increased flexibility

greater capacity,

reduced infrastructure footprint

(often) lower total costs

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C t H b id Cl d [5]


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Comments on Hybrid Cloud [5]

Can enable organizations to mix and match different services to achievethe highest levels of performance, maximum utilization of existing assets,

and create an environment that meets the various imperatives legislative,economic, and regulatory

Specific situations where a Hybrid approach is best:

where the organization has legacy applications that do not make sense tomove to the Cloud

where compliance requirements create a demarcation between what canbe stored on the Public Cloud and what must remain on dedicated servers

where peaks in traffic (after specific marketing campaigns for anexample) demand that traffic be burst to the Cloud, where the cost ofhaving backups on-premise for disaster recovery is prohibitive

where web applications require high database performance but need toscale via the Cloud for web serving

where organizations wish to prototype applications cheaply beforedeploying them on in-house infrastructure, and where vendor lock-in is a

primary concern

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4 SERVICE MODELS [3]


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4. SERVICE MODELS [3]

1. Software as a Service (SaaS)

use theproviders applications running on a cloud infrastructure. applications are accessible from various client devices through either a thin

client interface, such as a web browser (e.g., web-based email), or a

program interface

2. Platform as a Service (PaaS)

deploy onto the cloud infrastructure consumer-created or acquired

applications created using programming languages, libraries, services, and

tools supported by the provider

3. Infrastructure as a Service (IaaS)

provision processing, 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.

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C t S S


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Comments on SaaS

Cloud Provider deploys, configures, maintains, and updates the

operation of the software applications on a cloud infrastructure

so that the services are provisioned to the Cloud Consumers and

made accessible to end users via a network

Cloud Provider assumes most of the responsibilities in

managing and controlling the applications and the infrastructure Cloud Consumer can have well defined administrative (but

limited) control of the applications

Cloud Consumer can be billed based on the number of end

users, the time of use, the network bandwidth consumed, or theamount of data stored or duration of stored data

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Comments on PaaS


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Comments on PaaS

Cloud Provider should manage the computing infrastructure for

the platform and run the cloud software that provides the

components of the platform

Software on the platform often includes integrated development

environments (IDEs) and other application development tools

Cloud Consumer uses the tools and resources provided by theCloud Provider to develop, test, deploy, and manage the

developed applications

Cloud Consumer can be billed can be billed according to,

processing, database storage and network resources consumed,and the duration of the platform usage

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Comments on IaaS


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Comments on IaaS

Cloud Provider possesses the physical computing resources

underlying the service, including the servers, networks, storage

and hosting infrastructure

Cloud Provider runs the software necessary to makes

computing resources available to Cloud Consumer through a set

of service interfaces and computing resource abstractions, suchas virtual machines and virtual network interfaces

Cloud Consumer uses these computing resources for their

fundamental computing needs

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5 CLOUD SERVICE MANAGEMENT [4]


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5. CLOUD SERVICE MANAGEMENT [4]

1. Business Support

1) Customer Management

2) Contract Management

3) Inventory Management

4) Accounting and Billing

5) Reporting and Auditing

6) Pricing and Rating

2. Provisioning and Configuration

1) Rapid Provisioning

2) Resource Changing

3) Monitoring and Reporting

4) Metering

5) Service Level Agreement Management

3. Portability and Interoperability

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C t


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Comments

Most of the Business Support and Provisioning and Configuration

processes are components of three ISO/IEC 20000 processes:

1. Service Level Management: process that ensures that agreed service

level targets for each customer are met and responsible for maintaining

the service catalog

2. Business Relationship Management: process that identifies and

manage customer needs and expectations3. Service Reporting: process that produces timely, accurate service

reports that meet the information requirements of the service provider,

customer, and other interested parties

Rather than specific processes, Portability and Interoperability address

specific Cloud Consumer issues

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6 CONCLUDING REMARKS


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6. CONCLUDING REMARKS

Perspectives of the NIST Cloud Computing Reference

Architecture and ISO/IEC 20000 were melded to gain insight

into the design of new or changed Services in the Cloud

NIST Cloud Computing Reference Architecture contributed the

architecture

Actors

Deployment Models Service Models

Cloud Service Management

ISO/IEC 20000 blended in a formal ITSM standard that is

philosophically centered on the customer's perspective of IT's

contribution to the business

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Fi l R k


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Final Remark

By employing Cloud Computing to the design or new

change services, the impact on the delivery of ITservices could be significant

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