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 points
· 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 Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continual 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 cloud services.
IBM 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.
- Service Design and Transition
- Provides 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.
- Service Operations
- Ability for autonomic execution of management plans leveraging Automation and Virtualization
- Ensure SLA Conformance
- 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 benefits
- Improved service quality
- Seamless Integrated processes across the business
- Faster, more reliable service delivery
- Improved efficiency and staff productivity
- Minimized operational risk and exposure
- Reduced costs
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.