1. Design of New or Changed Services in the Cloud: An ISO/IEC 20000 Perspective Ronald Dattero Missouri State University, CIS Dept. Stuart D. Galup Florida Atlantic University, IT & OM Dept.

2. 2 Outline 1.Introduction 2.Actors 3.Deployment Models 4.Service Models 5.Cloud Service Management 6.Concluding Remarks ICA CON 2012

3. 3 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. ICA CON 2012

4. 4 1. INTRODUCTION “Cloud Computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing 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] ICA CON 2012

5. 5 Five Essential Characteristics [3] 1.on-demand self-service 2.broad network access 3.resource pooling 4.rapid elasticity 5.measured service ICA CON 2012

6. 6 Comments on Cloud Computing Cloud Computing enables businesses to depart from past practices. Through resource pooling, an organization can increase computing efficiency 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. ICA CON 2012

7. 7 Comments on ITSM Information Technology Service Management (ITSM):  discipline for managing information technology systems that is philosophically 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 ICA CON 2012

8. 8 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. ICA CON 2012

9. 9 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 and security 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 ICA CON 2012

10. 10 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 that the 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 ICA CON 2012

11. 11 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 ICA CON 2012

12. 12 3. DEPLOYMENT MODELS [3] 1.Private Cloud infrastructure is provisioned for exclusive use by a single organization comprising multiple consumers 2.Community Cloud infrastructure is provisioned for exclusive use by a specific community of consumers from organizations that 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 more distinct cloud infrastructures (private, community, or public) that remain unique entities, but are bound together by standardized or proprietary technology that enables data and application portability ICA CON 2012

13. 13 Comments on Private Cloud Gives the Cloud Consumer exclusive access to and usage of the infrastructure and computational resources of a Cloud Provider Cloud Provider could be managed by either the Cloud Consumer's organization or by a third party “Physical data center” could be on the Cloud Consumer's premises or off-site ICA CON 2012

14. 14 Comments on Community Cloud Community Cloud serves a group of Cloud Consumers rather than serving a single organization These organizations share some commonalities such as mission objectives, security, privacy and compliance policy Similar to a Private Cloud, a Community Cloud could be managed by either one of the Cloud Consumer's organizations or by a third party and the “physical data center” could be on one of the Cloud Consumer's premises or off-site ICA CON 2012

15. 15 Comments on Public Cloud Cloud infrastructure and computing resources are made available 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 ICA CON 2012

16. 16 Comments on Hybrid Cloud [5] Can enable organizations to mix and match different services to achieve the 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 to move to the Cloud where compliance requirements create a demarcation between what can be stored on the Public Cloud and what must remain on dedicated servers where peaks in traffic (after specific marketing campaigns for an example) demand that traffic be “burst” to the Cloud, where the cost of having backups on-premise for disaster recovery is prohibitive where web applications require high database performance but need to scale via the Cloud for web serving where organizations wish to prototype applications cheaply before deploying them on in-house infrastructure, and where vendor lock-in is a primary concern ICA CON 2012

17. 17 4. SERVICE MODELS [3] 1.Software as a Service (SaaS) use the provider’s 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. ICA CON 2012

18. 18 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 the amount of data stored or duration of stored data ICA CON 2012

19. 19 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 the Cloud 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 ICA CON 2012

20. 20 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, such as virtual machines and virtual network interfaces Cloud Consumer uses these computing resources for their fundamental computing needs ICA CON 2012

21. 21 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 ICA CON 2012

22. 22 C omments 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 expectations 3.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 ICA CON 2012

23. 23 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 ICA CON 2012

24. 24 Final Remark  By employing Cloud Computing to the design or new change services, the impact on the delivery of IT services could be significant ICA CON 2012