Cloud computing is here and being used by organizations to allow them to be more fleet footed in time to market, and nimble in aligning to changing business needs when it comes to delivering the services to the business and its customers. From a service management perspective it makes no difference wether the service is delivered from the "Cloud", an in house hosted infrastructure or a combination of both. You still need a framework for managing service delivery and ensuring services. Presentation by Brian Lenner, Principal Consultant at Navvia. Visit http://navvia.com to know more.

1. Soaring in the Cloud – Don‟t be dragged down by ITIL bloat!
ITSMF Canada 2013 Annual
Conference
06-07/05/2013

2. Agenda
• Introduction
• What is Cloud Computing?
• What does this mean to IT?
• How much ITIL do we need?
• How will the processes change?
• What next?
• Questions
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Consulting-Portal Inc. All rights
reserved.
2

3. 3
Introduction
Principal Consultant with NAVVIA
• 35+ years experience spanning all aspects of IT
o Operations Management
o Applications Development Management
o Service Desk Creation and Management
o Complete DataCenter Management
o 13 years of consulting (last 9 with Navvia)
• ITSM adoption & strategy development
• Process assessment, Process rationalization, Gap analysis
• Developing & Deploying ITSM Service Support processes
• Developing & Delivering customer specific process training
• Assessing and Recommending ITSM Process Support tools
• Certified ITIL trainer
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Consulting-Portal Inc. All rights
reserved.

4. 4
What is Cloud Computing?
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Consulting-Portal Inc. All rights
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Just marketing Hype?

5. 5
What is Cloud Computing?
• Cloud computing most often
refers to IT Services that are
provided to users over the
internet on a “pay as you go” or
“on-demand” model much like a
public utility .
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.

6. More Evolutionary than Revolutionary
• The Cloud has evolved from previous
delivery models
o Centralized Computing
o Time-sharing
o Service Bureaus
o Outsourcing
o Application Service Providers
o Cloud Computing
• Software as a Service
• Platform as a Service
• Infrastructure as a Service

7. • No capital outlay
• Pay only for what you use
• Improved time to market
• Access features and capabilities outside your
normal reach
• Transparent upgrades
• Allows you to focus on the business and not the
technology
There are definitely benefits

8. 8
3 things to remember
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
• Cloud Computing will continue to grow
• Just because an application is in the
Cloud that doesn‟t mean IT isn‟t
accountable
• The business will drive the adoption as
more application solutions become
available

9. 9
What does this mean to IT
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.

10. 10
IT must provide leadership
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
IT exists to support
the business
IT understands the
implications of the
moving to the Cloud
The business will
drive cloud adoption
IT has the skills and
knowledge to mitigate
risk to the business

11. 11
Here‟s where ITIL helps
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
4 functional
areas
including 2
sub-functions
or maybe not

12. 12
Do we need it all ?
• Cloud computing is a vendor controlled service
• Your ability to directly manipulate it are limited
o IaaS perhaps 50%
o SaaS and PaaS considerably less
• The current available / typical service models do not allow for a full
ITIL-infused treatment, so to speak.
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.

13. 13
How much ITIL do we need?
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Consulting-Portal Inc. All rights
reserved.

14. 14
How much ITIL do we need?
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
• Question your perceptions of ITIL
o Remember ITIL is a reference
framework
o To use ITIL with cloud
computing, ITIL processes must
adapt
• What does this mean?
o Your direct control is limited
o External providers do the work (that‟s why you went to the cloud)
o Existing processes will need to re-focus
Some will gain and some will lose importance
o Different skill sets my be required to enable the processes to provide
business value

15. 15
How much ITIL do we
need?
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
• Identify your desired end state for Service Delivery Management and
ITIL
o How much do you really need in a Cloud environment?
• Evaluate where you are now
o Assess your current capabilities
o How much do you have, what are the gaps, what needs
to change
• Identify the first step on the road to the desired end state
o What are the quick wins
o Where will you get the biggest pay back the fastest
A standard approach

16. 16
How much ITIL do we need? A standard
approach
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.
• Define the program and milestone targets
o What‟s the first step
o Which processes, to what level of detail
o Which functional units will be affected
o What is the WIIFM for the business &customers
• Execute the program and evaluate the results to
ensure the benefits were achieved
o Did we do what we said, too much, too little?
o Did we get the WIIFM benefits?
o What do we know now we didn‟t know before?
• Repeat!

17. 17
How will the processes change?
• Service Strategy Management
question changes from “build or
buy” to “rent”
o Will need to include Cloud
service continuity options
• Service Portfolio Management
will require careful attention to
maximize cloud benefits
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Consulting-Portal Inc. All rights
reserved.

18. 18
How will the processes change?
• Service level management will
need to strengthen focus on
Underpinning Contracts and will
not need Operation Level
Agreements
• Supplier management will be an
“absolutely must have” process
to ensure the cloud services are
delivered and availability
maintained to allow you to
deliver value to the business
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.

19. 19
How will the processes change?
• Capacity management takes on
an entirely new meaning
o Long term views to reduce
capital costs are no longer
important
o Controlling „quick
acquisition‟ and „releasing
unused capacity‟ become
critical success factors
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Consulting-Portal Inc. All rights
reserved.

20. 20
How will the processes change?
• Event management must adapt
o The underlying infrastructure is
masked
o User transactions will be the
basis of the monitoring
o Alerts and Incident generation
would replace automated
adjustments
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Consulting-Portal Inc. All rights
reserved.

21. 21
How will the processes
change?
• Incident management shifts
from trouble shooting and
implementing workarounds to
gathering information and
communicating status
• Problem Management
disappears
o No direct contact with the
infrastructure or application
possible
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Consulting-Portal Inc. All rights
reserved.

22. 22
How will the processes change?
• Request Fulfillment & Supplier
Management replace Change
Management
o Vendor will do the work (if it is
in the contract)
o Supplier Management will
negotiate items outside the
contract
• ITIL Release and Deployment
Management replaced by SDLC
process components
© 2012. Navvia is a division of
Consulting-Portal Inc. All rights
reserved.

23. 23
What‟s Next
• Governance and Controls
become major factors for
success
o Process compliance is
mandatory
o Deviations must not be
allowed or all control is lost
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Consulting-Portal Inc. All rights
reserved.

24. Question Time
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25. 25
Contact Information
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26. Thank You