08 Dec 2010:
IBM (NYSE: IBM) today
announced the availability of new online software services based on the
same on-premise solutions used by clients today – now delivered as a
monthly subscription offering - that enables better automation and
control of IT Service Desk functions. This new service adds to IBM's
software-as-a-service offerings that help automate a range of IT
services critical to maintaining business operations.
Even small and mid-size companies deal with labor-intensive
services for employees such as resolving IT issues, fixing laptops and
onboarding new hires. Many companies struggle with slow, inefficient
service request handling because at the core their networking,
facilities, application support and IT assets aren't integrated and
typically depend on manual updates. For example, IBM estimates that only
five percent of service and support issues are resolved by
self-service, making automation and integration crucial for service
IBM offers three types of cloud solutions, for storage and
other services: Smart Business on the IBM Cloud, Smart Business Cloud
services, and Smart Business Systems.
− Smart Business on the IBM Cloud are standardized services provided by IBM on a pay-per-use basis.
− Smart Business Cloud services are private cloud services, behind your firewall, built and/or run by IBM
- Smart Business Systems are purpose-built, integrated Service Delivery Platform solutions
IBM also offers cloud consulting to help plan and convert applications to the cloud model.
IBM expands its virtualization, image management and cloud computing leadership with major technology breakthroughs
01 Mar 2011:
PULSE 2011 -- IBM (NYSE: IBM)
today showcased a series of technology breakthroughs that extend its
leadership capabilities in virtualization, image management and cloud
computing, including software that can virtualize a data center within
minutes to instantly meet business demand.
These new technologies build on IBM's existing provisioning and
image deployment capabilities that help clients better manage
virtualized cloud environments to achieve greater business efficiency,
agility and innovation while controlling costs.
According to IDC, $17 billion was spent on cloud-related
technologies, hardware and software in 2009. IDC expects that spending
will grow to $45 billion by 2013.(1)
The demand for cloud computing is exploding as organizations seek to
expand the impact of IT to deliver new and innovative services while
realizing significant economies of scale. The power of the cloud
computing model is the ability to harness varying technology investments
by enabling rapid and dynamic scheduling, provisioning and management
of virtualized computing resources on demand.
IBM has helped thousands of clients adopt cloud models and manages
millions of cloud based transactions every day in areas as diverse as
banking, communications, healthcare and government, and securely tap
into IBM cloud-based business and infrastructure services. By offering
proven solutions to accelerate the deployment of advanced infrastructure
virtualization with capabilities to visualize, control, and automate
these infrastructures, IBM helps global organizations optimize their ROI
from technology.Read More>
Chapter 12 - Cloud Users & Roles
There are several actors typically involved in cloud
solutions from a business perspective. Their roles and responsibilities and
their relationships with other actors would vary based on the industry. The business actors responsibilities is to
make appropriate cloud investment decisions.
Once an organization has started with cloud, then are some typical
actors that are involved in the day to day operational consumption and
provision of cloud services. This
chapter is more focused on the latter and not on the business actors which
typically includes the people like CIO/CTO/COO, Business Operations Controller
as well as Procurement Managers.
Following are some of the key organizations that are
typically involved in a cloud solution. The actors and roles are then defined
for users under each of these key organizations.
Cloud Service Consumer: The service consumer is the
end user or enterprise that actually uses the cloud service.
Cloud Service Provider: The service provider delivers
the service to the consumer.
Cloud Service Creator / Developer: The service
developer creates and publishes the cloud service.
These provider organizations, the typical roles and their
associated activities is discussed in detail in the Cloud
Use Cases Whitepaper and Dave Russell has an open thread
on Cloud Computing Central to discuss these in detail.
Out of all the roles across all these organizations, the key
roles from an implementation and operation perspective are the following.
Cloud Administrator who can perform the following
new teams, user accounts and their associated roles
and unregister software images
resource allocations and changes
the status of projects and monitor the servers for all users
or deny provisioning requests made by team administrators
Cloud User who can perform the following tasks:
- view the
projects available for them
the status of the service/servers provisioned for them
- Log in
and use the provisioned resources (for example servers and applications)
Accordingly Tivoli Service Automation Manager provides two
different user interface for these two different and key roles for the cloud –
An administrative User Interface and a self-service user Interface. Find
There are variations of these two roles depending on the
Cloud Provider and Consumer Organization design. These are roles like
Cloud Manager role which is mostly like the read-only administrators of the
cloud and can check the status of projects and monitor the cloud services for
Team Administrator role can perform the tasks
for a group of users like creating and maintaining user accounts as well as
placing requests on behalf of the project.
These business specific roles then need to be mapped to
application roles like Service Administrator, Service Definition Designer/Manager,
Service Deployment Operator and Manager, etc.
The security framework implementation should take care of these roles
mapping. The security function of Tivoli Service Automation manager enables to manage which users can log into
the user interface and which applications each user can access. The broader
discussion on security specifically authentication followed by authorization
shall be discussed as a separate chapter.
Today IBM announced new cloud computing initiatives for Business Partners. One called the IBM Cloud Computing Specialty
- a single program to develop the IT industry's broadest ecosystem of companies working together to provide a wide range of cloud computing services and technologies for clients of all sizes and industries. The second, the IBM Software Value Plus Cloud Computing Authorization
for software resellers.
Both these initiatives are complementary. IBM Business Partners with an SVP Cloud
Authorization will have completed the IBM Software skills required for the Cloud Specialty. While the IBM Cloud Specialty focuses on the
development and promotion of top cloud Business Partners, the new authorization is an
extension of the IBM Software Value Plus program, specifically for IBM software Business Partners that have built and demonstrated specialty skills, and then
receive financial incentives as resellers of IBM's software portfolio.
You may recall the recent IBM developerWorks survey of more than 2,000 IT professionals worldwide showed 91 percent believe cloud computing will overtake on-premise computing as the primary way organizations acquire by 2015. Industry analysts have also said that the cloud opportunity is expected to more than double in the next few years.
The announcements today certainly bolsters IBM's continued leadership in growing cloud computing opportunity.
And IBM developerWorks continues to be committed to being your source for the technical resources to build your cloud skills to ensure you can participate in the coming opportunities. The Cloud zone on IBM developerWorks offers the ability to collaborate with peers to solve your development issues and excel with cloud computing so that you can be in lock step with the new opportunities that are expected to arise with the growing cloud computing opportunity.
It's a exciting space, grow your knowledge to participate in the smarter planet.
Chapter 11 – Self Service Portal
& Service Catalog
One of the key aspects of cloud service management is the
automation to ensure that you can manage huge and growing infrastructures while
controlling cost and quality. To attain this goal, we need a Self Service
Portal and a Service Catalog. Results show that with these components in place
the wait time for services have decreased by an average 98%.
Traditional processes would require you to fill out a paper
and put it through the approval processes. Finally the capex is approved and
the order is placed for the hardware and software. Also you will be required to constantly
followup with the IT Provider teams to know the status of the hardware/software
availability, their installation and provisioning, etc. Most often even if all the details are
provided correctly upfront, there are chances of errors in the hardware and
software provisioning as the process is manual.
With the Self-Service Portal these requests and their
tracking are automated. You can track
the status of the workflow Online. Ask for services when you need them and most
of it is provisioned automatically through workflows implemented. There is less
chance for error and faster provisioning with Self-Service Portal and the
Thus the Self-Service GUI allows end users to request IT
Resources and optionally automatically fulfill that request.
Tivoli Service Automation Manager provides a set of
pre-defined services for Virtual Server Management. These are available as part
of a service catalog that is accessible to end user through the Self-Service
UI. The Self-Service
Virtual Server Management functionality addresses a long-standing need by
data centers to efficiently manage the self-service deployment of virtual
servers and associated software. Using a set of simple, point-and-click tools,
an end user can select a software stack and have the software automatically
installed or uninstalled in a virtual host that is automatically provisioned.
These tools integrate with IBM Tivoli Service Request
Manager to provide a self-service portal for reserving, provisioning, recycling,
and modifying virtual servers, and working with server images, in the following
platform environments in a virtualized non-production lab (VNPL). This
functionality ensures the integrity of fulfillment operations that involve a
wide range of resource actions.
These capabilities enable you to achieve incremental value
by adopting a self-service virtual server provisioning process, growing and
adapting the process at your own pace, and adding task automation to further
reduce labor costs around defined provisioning needs.
Before users in the data center can create and provision
virtual servers, administrators perform a set of setup tasks, including
configuring the integration; setting up the virtualization environments managed
by the various hypervisors and running a Tivoli Provisioning Manager discovery
to discover servers and images across the data center.
After this initial setup has been completed, the
administrator associates the virtual server offerings with Tivoli Provisioning
Manager virtual server templates. In addition, the Image Library is used as the
source for software images to be used in provisioning the virtual servers.
Data center users who have Cloud Admin rights can use the
Service Automation Manager Offering Catalog application to create and provision
virtual server deployments.
The Offering Catalog application contains all the
offerings that are available to the end user. There are steps that you need to
perform on the catalog that will make specific offerings visible to specific
end user groups. The end user interface
is a Web 2.0 interface which can be edited to expose it via a Service Catalog.
The Web 2.0 UI is designed in an extensible, modular way that allows for
programmatically extending it.
Tivoli Service Automation Manager defines security groups
that are used to provide role-based functions that can be performed via the
administrative user interface or the self-service user interface. We will
discuss the User access management for the Self-Service Virtual Server
Provisioning component in the next chapter.
Chapter 10 – Cloud Service
Design using Tivoli Service Automation Manager
When we are building a solution for a certain kind of IT
service, the design should cover two important parts.
- The Structural
Modeling of the Service
Operational Model of the Service
Tivoli Service Automation manager support both these models
and concepts that are aligned around the ITSM service life-cycle.
The structural model describes how the service to be managed
looks like while the operational model defines what processes can be executed
on the service. The structural model of the Tivoli service automation Manager defines all
the components that make up a service as well as their relationships between
Topology application allows the representation of the service in terms of
hardware servers and their associated software. The primary data the Service
Topology application operates on are topology and topology node objects. The
application provides a means for viewing and editing the same.
The operational model defines all the management processes
that can be run on the service described by the structural mode in particular
the processes that are subject to automation. This is done as a process model
for a service typically that contains process templates which can be
instantiated for various stages of a service's life cycle including creation,
modification of a deployed service, etc. Each of the processes defined in the process
model – Tivoli Service Automation Manager uses the term Management
Plans – which is basically a definition of a sequence of tasks performed on
the service's components aimed at achieving a certain management goal. Each
management plan represents a specific process or action to be taken with
respect to an instance of a service definition. The Management Plan also provides
means for describing where input data for each task comes from, and where
output data of a task shall be stored for further processing.
Definitions are used to capture the design of a service both from a
of view and from a process-centered point of view. Upon an end-user
request, new Service Deployment Instances can be built based on the model captured
in the respective Service Definitions. Those Service Deployment Instances are used
by Tivoli Service Automation Manager to deploy and manage services in the real
Finally once the design of a service being automated is completed, offerings
can be created and published into Service Catalogs. Services implemented in Tivoli Service Automation Manager can be exposed for end-users so they are
accessible in an easy way, based on the notion of service catalogs and service
Chapter 9 – Cloud Service Design
Once you have installed and setup your management platform,
we are ready to start with designing and delivering the cloud services using
SOA & Cloud
We use the same principles of Service Oriented
Modeling and Architecture (SOMA) that links business intent with its
realization through IT for Cloud Services modeling as well.
In SOA, we use the business process models to
understand a series of sequentially organized business activities, events that
roles that perform them,
inputs, outputs, control points, etc…
discussed in the Service Strategy section, we look to design the Cloud Services
which are better aligned to business requirements
As in SOA, for service identification and design one could
take any of the following approach.
in the Middle
In a top-down approach development generally usually starts
with a high-level business and structural modeling of the service. Then you
also define the management processes that are required service to be in
operation. The top-down approach is further characterized in that no or only
few automation or fulfillment assets exist when starting with the solution
design. Design and implementation of those assets, including their interface
and granularity, will be driven primarily from the high-level automation model.
The advantage of the top-down approach is a clear design of the service to be automated,
including the structural and operational model.
The bottom-up approach is usually characterized by a large
number of automation assets that already exist. This may be in the form of many
scripts or workflows already exists. In bottom-up approach, we take these low
level assets and abstracting them as a cloud service.
Practically we might go with a combination of both
approaches mentioned above as the meet-in-the-middle approach.
We model the service so we could learn, capture, and
abstract details about “things,” their structures, relationships between them
and, often, their behaviors (collaborations, states). All the factors that we consider during
modeling a service in SOA are very much applicable for a cloud service too.
These include but not limited to
Portfolio ( in the case of cloud often referred as service catalog)
ABCs of Service Design for Clouds by David Linthicum is good article which
discusses where SOA meets Cloud.
Service Management & Cloud
Now lets discuss the same from the Service Management / ITIL perspective. Cloud services have a lifecycle that maps to this service
The Service Design phase includes the service definition,
creation of the service and registering the same into a catalog. We will look at how these can be done using Tivoli
Service Automation Manager in the next Chapter.
Service Design is a critical step that delivers the
service delivery with agreed and well understood qualities
expenses follow level of value creation
investments follow business demand and revenue generation.
Chapter 8 – Cloud Service Strategy
As discussed in Chapter 5, IBM Integrated Service
Management provides the software, systems, best practices and expertise
needed to manage infrastructure, people and processes—across the entire service
chain—in the data center, across design and delivery, and tailored for specific
industry requirements. The Service Management Goals are the following
- The ability to see everything that’s going on
across the infrastructure.
- The ability to keep the infrastructure in its
desired state by enforcing policies.
- The ability to manage huge and growing
infrastructures while controlling cost and quality.
These principles and goals are the same for Cloud
Service Management as well. End to End Service Management includes the
Cloud Maturity and Readiness
Cloud Service Strategy is mainly
about deciding what services do we want to deliver and how do we ensure
competitiveness of providing the same through cloud. Today’s clients are
seeking to utilize their assets to enable business innovation. The service
strategy is all about choosing from across multiple compute / deployment
models. We needed to access current IT infrastructure
and need to identify and evaluate the set of capabilities for their readiness
to move to cloud.
Selecting between the Cloud Deployment Models
For mission critical workloads that
drive business innovation a private cloud is preferred. For secondary workloads
and supporting business functions a public cloud is suitable. While public
cloud delivers select set of standardized business process, application and/or
infrastructure services on a flexible price per use basis focused on utility,
the private cloud drives efficiency, standardization and best practices while
retaining greater customization and control with focus on innovation.
When doing Service Strategy, you
need to consider the expertise across industries and standards. At this Service
Strategy phase, we normally consider reusing/leveraging solutions based on
industry best practices including ITIL,
Calculating the ROI
Cloud Computing ROI is the important consideration/step
during the Service Strategy phase. This includes you verifying the following
fundamental aspects related to making a service available on the cloud.
Level Agreements (SLA)
/ Compliance Requirements
There are several ROI frameworks and methods available
that allows you validate the approach/strategy against these three fundamental
aspects. Most of the service companies
would have their own frameworks which are typically Intellectual Capital of
their service teams.
Choosing the right
Delivery Models and Workloads
Based on the Enterprise Architecture approach, we need
to choose from the many available options of delivery models and work load.
This includes the services and consulting engagement to obtain clarity on
business drivers (business vision, strategy, timeline, business model, and
business operating model) and how they can leverage technology and value
enablers from cloud computing. Then in
this cycle you also need to identify the right set of workloads to move to
cloud that fetches maximum benefits from cloud computing. The flexibility that the business operating model
gets to innovate on the business model is another key consideration. This could be iterative effort of identifying
candidates and then slowly moving them to production.
One of the biggest challenges to utilize cloud
computing in your organization is where to start and how to focus your efforts.
IBM provides a Cloud
Adoption Advisor to get started on
the topic. The opengroup has also published a whitepaper on building
return on investment on cloud computing.
Key Benefits from Service Strategy
Innovation - Dramatically improve business value and IT’s effect on
time-to-market by enabling the business workloads to rapidly and
accurately be deployed on multiple platforms when and where they are
operational expenses – Gain productivity increases in IT labor costs
through automation of rapid provisioning.
Chapter 7 - IBM Tivoli Service Automation Manger – Architecture Overview
Each of the integrated capabilities required to
implement service management for the cloud is provided by IBM
Service Automation Manager (referred as TSAM in this chapter). TSAM supports the cloud through all the
phases of the entire service lifecycle. The steps include
For supporting these phases it provides the following
provisioning and scheduling
On-boarding through automation of
& Complete Lifecycle service
Each of these capabilities are delivered by discrete
components within TSAM
provides a Web 2.0 Interface which provides the service offering /
catalog. (external UI)
service request management is taken care by the Tivoli
Service Request Manager
Process Automation Engine (TPAE) provides the workflow automation engine
service provisioning and fulfillment TSAM uses the Tivoli
Provisioning Manager (TPM)
A quick view of the architecture will help you
understand that how these capabilities are provided by seamlessly by multiple
components underneath TSAM.
Figure 1 Tivoli Service Automation
Manager - Architecture Overview
Below are the key components and responsibilities
with end user
to Service Catalog
parameters for service requests
Tivoli Service Request Manager
end-user services through offerings
and notifications on business level
reservation of resources
Tivoli Service Automation Manager (Service Design)
by management plans
governance including error handling by admin
plan fulfillment by executing TPM workflows/LDOs
Even though I would like to go into details on each component as part of this post, I'm not going to do so because as discussed in the initial post, the objective of this blog is to
provide the reader with the pointers to the content they need and not to repeat the same already
available elsewhere. So you can read more about the TSAM
Architecture on the TSAM
wiki on developerworks.
I’m including the list of software bundles for TSAM 7.2.1 to
get a better understanding of the components involved.
Service Automation Manager
Automation Manager (Base)
Service Request Manager®
Tivoli Service Request Manager
7.2.0 with Fix Pack 1 (18.104.22.168)
Tivoli Provisioning Manager
Package includes the base services and middleware,
Tivoli Monitoring (optional)
IBM Tivoli Monitoring (optional)
6.2.1 or 6.2.2
Base services (Maximo®)
(included with Tivoli Provisioning Manager)
Directory Server (LDAP)
WebSphere Application Server Network Deployment
22.214.171.124, 126.96.36.199 on SUSE Linux® 11
IBM HTTP Server
188.8.131.52, 184.108.40.206 on SUSE Linux® 11
Again, the TSAM
infocenter provides more details on each of the typical hardware and
software requirements and the related topics.
Chapter 6 - Multiple Entry Points to Deploy and manage Cloud Based Services
Cloud Service Management capabilities are needed to
enable visibility, control and automation of cloud services. IBM provides the
following open standards based integrated capabilities to implement service
management for the cloud.
If you are looking for A la carte software offering/solution for maximum flexibility, you
start with IBM Tivoli Service Automation
Manager. This flexible solution
supports user driven service requests and automated resource deployment. The key capabilities
- Self service User Interface for
Service Requests for improved responsiveness and efficiency
- Workflow support to manage the
process for approval of usage
- Provisioning – Automates provisioning of resources / IT resource
deployment for efficient operations
and to address fluctuating business requirements
with existing hardware to
leverage available resources and previous investment
Delivery Manager (ISDM) is a new offering which is pre-configured
management solution optimized for managing virtual environments and cloud
deployments. Like Tivoli Service
Automation Manager this again is also“software only” offering. In addition to the IBM Tivoli Service
Automation Manager features ISDM includes the additional capabilities
- Pre-integrated solution, delivered
as virtual images for faster installation and time to value.
- Monitoring to provide Visibility
of Performance of Virtual Machines
- Usage and Accounting tracking for
Server ready for High Availability
- Energy Management for tracking and
optimizing operational costs
IBM CloudBurst compared
to Tivoli Service Automation Manager and ISDM not only has the software
solution optimized for cloud but also ships the integrated hardware. In
addition to what was provided by its sibling offerings, IBM Cloudburst provides
the following capabilities.
- Self-contained solution (managed from
and to environment) to accelerate cloud deployments
- Pre-integrated solution bundled with
HW, SW, storage, network and QuickStart services for fastest time to
Thus the three offerings are designed for specific
purposes and selecting the right solution is based on the requirement. You can pick
from the following list and depending on what all you need, it is easy to
select the solution that meets those requirements.
Automation and Provisioning
- Usage and
Storage, Network Hardware
Quite often people are interested to know about IBM WebSphere
CloudBurst and how it is different from the three discussed above. While IBM
CloudBurst and WebSphere CloudBurst are both appliances that accelerate
time-to-value and reduce costs they are designed for two distinct purposes.
CloudBurst is a general-purpose cloud solution. It enables users to
virtualize, deploy, manage, and monitor highly heterogeneous workloads in
their private cloud. IBM CloudBurst is a pre-packaged cloud with
integrated blades, storage, network switches, and software management
- IBM WebSphere
CloudBurst is purpose-built to enable users to create, deploy, and manage
private clouds created from IBM Hypervisor Edition images and patterns. IBM
WebSphere CloudBurst delivers specialized WebSphere knowledge in the form
of pre-configured, optimized WebSphere patterns and images. WebSphere
CloudBurst is a cloud management device: 1U appliance that manages a private or on-premise
cloud. It requires supporting infrastructure (hypervisors, storage, and
networking) and virtual images.
Their integration augments the value of each offering
with IBM CloudBurst enabling end-to-end service request governance for
WebSphere CloudBurst provisioning and users still able to leverage a single portal
for cloud service requests for rapid and
optimized provisioning of virtualized WebSphere systems
So I'm sitting here with a rack of BlueGene/P . 4 racks, actually, and it's on a different continent, but I still have the use of it. And I'm wondering what it can do..
One rack can drive enough data over its external fiber-optics (TCP on ethernet) to support 30,000 domestic broadband video-on-demand links. About 270 Gbit/second. And it has enough memory to hold 1000 movies. You could make a movie rental vending machine; after a couple of hours, load up another 1000 movies and try to rent them. Rinse and repeat, for as long as there is a market.
But IBM isn't going to make movies (that's Disney, and others). And IBM isnt't going to operate the 'last mile' network to the home (that's ATT, and others). IBM is going to manufacture and market the reliable, high-performance servers that you need as one of the vital components of the solution.
So come on, partner businesses. There is opportunity here (I think ... I am just the Scientist aroundhere ... who's the Market Researcher ?). Shall we take it ? Does it make the world a better place if we do ?
A place where there's room to grow. Opportunity. That's the American Dream. Who's coming ?
If you haven’t signed up yet, be sure to check out the October cloud computing for developers virtual event
. Participants in this two-day event will learn how to leverage the power of the cloud to tackle the toughest business and technical challenges! This two-day event will be packed with real-world examples and live demos of techniques and products – and you’ll see it all without leaving your desk. It's going to be exciting to have you all there with us getting smarter learning new technical skills to prepare us all for a smarter planet.
Here's some of what's in plan for the event. Remember that you can ask as many questions as you wish to our team of experts about any of our sessions.
- IBM technical experts will kick off the event on day 1 with a session on the IBM development and test cloud and you'll see the cloud in action in a live demo. Our experts will discuss use cases and scenarios that will help you as you develop and test in the cloud.
- Next we'll discuss a roadmap on how you and IBM can move your application to pattern-based middleware and why infrastructure-as-a-service alone is not enough to reduce implementation challenges when making the move to software-as-a-service.
- Then you will learn how IBM's new Cast Iron Cloud Integration Platform has helped hundreds of customers just like you connect their cloud and on-premise applications in just days with its 'configuration, not coding' approach. You will see an engaging live ERP to cloud CRM demo.
- The final day 1 session will demonstrate how to efficiently package middleware and/or applications so that they can be easily deployed into dynamic "cloudified" IT infrastructure. Techniques addressed in this session will include Anatomy of an Open Virtual Appliance, OVA repository and lifecycle, single and multi-image OVAs, best practices and examples of OVF.
That's not all folks, remember we have a full set of sessions on the 2nd day to. Remember, you'll have to register separately for day 2.
- We'll start the day off showing you how solutions such as eXtreme Scale can scale the database layer. And you'll learn how eXtreme Scale and XC10 help solution-wide HTTP session management, and the WebSphere Application Server dynamic cache service for page fragments.
- Ever wondered why iSeries may be an ideal platform for cloud computing? The next session will show you how iSeries has been architected for applications that can be delivered in a hosted or SaaS environment, drilling down into the capabilities that make IBM iSeries well suited for SaaS.
- I'm sure you will not want to leave before you hear best practices for designing databases for multitenancy and resiliency which is the topic of the next session. Learn about use cases of AWS and DB2 instances, database schemas as well as a demonstration of setting up HADR in the cloud.
- We'll wrap up with a final session examining some technical considerations associated with building a secure application in a cloud environment and then discuss how they can be addressed with IBM products including DataPower, TFIM, TSIEM and TSPM.
We are giving you a choice. Choose the 2-day event best suited to you depending on where you are in the world. Both events will have very similar sessions. Register for the event that is best timed for North American (October 12-13) or European (October 26-27) time zones.
Visit the IBM Cloud for developers group
to view the agenda and session descriptions, or register here
We are looking forward to learning with you so join us this month to get a little smarter.
Chapter 5 Service Management for the Cloud
IT Service Management is the integrated management of the people,
processes, technologies and information required to ensure the cost and quality
of IT services valued by the customer. IT Service Management (ITSM) is the
design, creation, implementation, execution and ongoing management of the IT
environment and services that meet the needs of the business and consumers. It includes:
Management of IT as a business
Design, implementation, and deployment of IT services
Delivery of services to IT customers at
agreed-to levels of service and price
Optimization of services through Service
Lifecycle Management & Continual Service Improvement
Service Management is at the
heart of the Cloud. Research shows on an average, 81% of cloud payback is
driven by labor savings enabled by service management. As discussed in the
previous chapter, Cloud Computing provides IT departments of enterprises an opportunity
to move towards a service driven management model. The same engineering
discipline that rationalized factory floors and production can be applied to IT
services. Cloud computing provides technical foundations enabling reengineering
of IT service model. But the goals for
service management remains the same the way it is applied for traditional IT.
The key objective of the service management system is to provide the
visibility, control and automation needed for efficient cloud delivery in both
public and private implementations.
- The ability to see everything that’s going on
across the infrastructure. This
includes the visibility to services; enable end users to request
services through a self enablement portal
- The ability to keep the infrastructure in its
desired state by enforcing policies.
Control enables the
fulfillment of user requests based on best practices for request types
& conformance to organizational processes
- The ability to manage huge and growing
infrastructures while controlling cost and quality. Automation of service delivery
includes automating user requests and operational tasks to improve
efficiency and effectiveness
ITIL is one of the
foundations for service management best practices. A key element of ITIL is the service lifecycle
and the need for best practice processes throughout the life of a service. ITIL Service Lifecycle Modules are:
Service Improvement (CSI)
Cloud services also have a lifecycle that maps to the
ITIL service management lifecycle. In the Cloud context, Service Management
controls an efficient implementation of new services, integration with the
existing portfolio and lifecycle management of standardized IT services. For
instance Cloud Computing will become a relevant topic in your Service Strategy. You need to see how to leverage integration of
Cloud and traditional IT services during the Service Design. For Service
Operation you need a automated way to deploy your cloud services – an automated
provisioning and image management. For Continual Service Improvement (CSI) it
requires the capability for managing, monitoring, securing and metering your
Service Delivery Manager, IBM
Tivoli Service Automation Manager and IBM Cloudburst
provides open standards based integrated capabilities to implement service
management for the cloud. This solution
has first class integration of existing Tivoli
capabilities and additional new capabilities, workflows, and best practices
packaged together as a single solution.
When discussing IT Service Lifecycle management it is
good to discuss the standardization step as well. Standardization helps improve overall operations. The more you can
standardize the more you can reduce operating expense such as labor and
downtime – which is the fastest growing portion of IT expenditures. Tivoli
Service Automation manager takes care of Standardization and best practices in
all the steps of Service Lifecycle with the capabilities discussed below.
Design and Transition
a Service Template Definition
to build service and management plans for Service
- Service Offering Creation
& Registration – a way to define Service based on Template and register
the same in the Catalog.
- Service Offering Subscription
& Instantiation – Provides a way users can select the service, specify
parameters and SLAs.
- The ability to automatically
instantiate the Service.
for autonomic execution of management plans leveraging Automation and
- Destroy Service and free up resources based on Service
Instance Termination requests
These capabilities of providing visibility, control and
automation across the business and IT infrastructure results in the following key
Integrated processes across the business
more reliable service delivery
efficiency and staff productivity
operational risk and exposure
We will discuss in detail how you could use IBM
Cloudburst, IBM Service Delivery Manager and Tivoli Service Automation Manager
for each of these steps in the lifecycle. If you are developer, the following
chapters will help you understand the technologies and skills needed to do the
services design, automation and management.
Packt Publishing is planning to advance its line up of Cloud Computing books and is currently inviting book ideas and potential authors interested in writing IBM Cloud Computing to get in touch.
You are not required to be an experienced author to write for Packt. If you have a good knowledge about your subject, a passion to share it with others and can communicate clearly in English, you could be Packt's next author.
Some of the topics which immediately interest Packt are:
IBM Smart Business Test Cloud IBM Cloudburst IBM LotusLive IBM LotusLive iNotes Desktop Workloads IBM Smart Business Desktop Cloud IBM Smart Analytics Cloud
The list of topics here is not exhaustive. If you think there are other topics on which readers require the book, Packt would love to hear about them.
So, if you love Cloud Computing and fancy writing a book, send in your book ideas to email@example.com
. If you don't have a book idea and are simply interested in writing a book, Packt is still keen to hear from you.