Vortrag 'ITIL und Cloud passen bestens zusammen' 2013-03-26 V01.01.00

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Paul G. Huppertz ICT-Consultant & System Architect

Service Composer & Meta Service Provider

itSMF Switzerland Event ‚Cloud Services und Service Management‘

servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62

Vortrag ITIL & Cloud …

… passen allerbestens zusammen

26.03.2013 Zürich-Dübendorf, Ueberlandstrasse 1, Hewlett-Packard Schweiz

bei & mit dem itSMF Switzerland http://www.itsmf.ch/

1

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Vortrag ITIL & Cloud passen allerbestens zusammen

Gliederung – Inhalte & Abschnitte

Intro • Management – Geschäft, Service & System

Centro

• ITIL-Ausrichtung – IT Service Management, Definition & Interpretation

• Cloud Computing – IT-Systeme, Service-Domänen & Service-Beiträge

• Service-Konzipierung – Service-Spezifikation, Service Map & Service-Drehbuch

• Service Sourcing – Basismodelle, Kombinationen & Migrationen

• Service-Orchestrierung – Service Provider, Service Supply Chain & Cloud Operators

Extro • Diskussion – Repetition, Revision & Reflexion

2

Intro | ITIL-Ausrichtung | Cloud Computing | Service-Konzept | Service Sourcing | Service-Orchester | Extro




Centro







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Vortrag ITIL & Cloud passen allerbestens zusammen Management – Geschäft, Service & System

Geschäft

4



Management – GP-, Service-Erbringungs- & Systembetriebsmanagement

Geschäfts-prozess-

management

• abschließen & auswerten • ausführen & steuern • disponieren & anstoßen • vorbereiten & organisieren

• praktizieren & abrechnen • dirigieren & steuern • kommittieren &

orchestrieren • konzipieren & vorbereiten

• steuern & anpassen • praktizieren & überwachen • etablieren & testen • planen & vorbereiten

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Management – Geschäftsführungsstrategie, Cloud Services & Clouds

Geschäfts-prozess-

management





6


Cloud

Cloud Service

Cloud Service

Cloud Service

Cloud Service

Geschäfts-führungs-strategie




Centro







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ITIL-Ausrichtung – ITIL V2, Band ‚Service Delivery‘ & Glossary

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ITIL-Ausrichtung – ITIL V2, Band ‚ICTIM‘ & Glossary

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ITIL-Ausrichtung – ITIL V2, Band ‚Application Management‘ & Glossary

10



ITIL-Ausrichtung – ITIL V2, Band ‚Planning to Implement SM‘ & Glossary

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ITIL-Ausrichtung – ITIL_2011_German_Glossary, Englisch & Deutsch

12



ITIL-Ausrichtung – ITIL V3, Band ‚Service Design‘ & „service = IT system“

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An IT system, used in support of business

processes, is constructed from a combination of

IT assets and externally provided ‘underpinning’

IT systems. Once in place, an IT system must

be supported throughout its ‘life’, during which

time it may be modified many times, either

through technological innovation, changing

business environment, changing usage of the

system, changing its IT system quality

parameters, or changing its supporting IT assets

or capabilities (e.g. a change in an application

software component to provide additional

functionality). Eventually the IT system is retired,

when business processes no longer have a use

for it or it is no longer cost-effective to run. IT

system Transition is involved in the build and

deployment of the IT system and day-to-day

support, and delivery of the IT system is the role

of IT system Operation, while Continual IT

system Improvement implements best practice

in the optimize and retire stages.

An IT service, used in support of business

processes, is constructed from a combination of

IT assets and externally provided ‘underpinning’

services. Once in place, an IT service must be

supported throughout its ‘life’, during which time

it may be modified many times, either through

technological innovation, changing business

environment, changing usage of the service,

changing its service quality parameters, or

changing its supporting IT assets or capabilities

(e.g. a change in an application software

component to provide additional functionality).

Eventually the IT service is retired, when

business processes no longer have a use for it

or it is no longer cost-effective to run. Service

Transition is involved in the build and

deployment of the service and day-to-day

support, and delivery of the service is the role of

Service Operation, while Continual Service

Improvement implements best practice in the

optimize and retire stages.


ITIL V2 Service = IT system


ITIL-Ausrichtung – Service-Definitionen, Version 2 & Version 3

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Quelle Definition Kurzfassung

ITIL V2 Glossary A.2

One or more IT systems which/that enable a business process.

service = IT system(s)

ITIL (V3) Edition 2011 Glossary

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

means = IT system(s)

Fazit gemäß ITIL:

Service = IT system(s) = means



ITIL-Ausrichtung – ITIL, Service-Definition & Managementprozesse

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Aus der ITIL-Definition: “service = IT system(s)” ergibt sich

Release Management = IT System Release Management

Configuration Management = IT System Configuration Management

Change Management = IT System Change Management

Event Management = IT System Event Management

Problem Management = IT System Problem Management

Availability Management = IT System Availability Management

Capacity Management = IT System Capacity Management

Continuity Management = IT System Continuity Management

Service Portfolio Management = IT System Portfolio Management

Service Catalog Management = IT System Catalog Management

Service Level Management = IT System Level Management

„IT Service Management“ = IT System Management



ITIL-Ausrichtung – IT-System Management, IT-Systemverbund & Cloud

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Aus der ITIL-Definition: “service = IT system(s)” ergibt sich

Release Management = IT System Release Management

Configuration Management = IT System Configuration Management

Change Management = IT System Change Management

Event Management = IT System Event Management

Problem Management = IT System Problem Management

Availability Management = IT System Availability Management

Capacity Management = IT System Capacity Management

Continuity Management = IT System Continuity Management

Service Portfolio Management = IT System Portfolio Management

Service Catalog Management = IT System Catalog Management

Service Level Management = IT System Level Management


Cloud = IT-Systemverbund

„IT Service Management“ = IT System Management


Management – Geschäftsprozessmanagement, Cloud Services & Clouds

Geschäfts-prozess-

management





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Cloud

Cloud Service

Cloud Service

Cloud Service

Cloud Service


ITILisierung (IT Infrastructure Library)




Centro







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Cloud Computing – Cloud, Sub Clouds & Cloud-Internas

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Cloud

DSL “Cloud”

„Cloudaler Nebel“

• „Cloud“-Begriff verschleiert – „If you can‘t convince, confuse at least!“

• Technologie im Hintergrund – Komplexität gekapselt & versteckt

• Funktionen & Daten in die „Cloud“ – Datenverarbeitung in der „Cloud“

• Zugangssysteme ortsunabhängig – Netzwerk-“Cloud„ Internet schafft Zugang

• Zugangssysteme schlank(er) – Zugang über SmartPhone, SmartPad, Notebook, …

• Anbieter mit proprietären „Clouds“ – „Cloud“-Angebote schwer vergleichbar

• Angebote werden „vernebelt“ – Preis-Qualitätsverhältnis bleibt unklar

• „Clouds“ = Data Center, Campus-LAN, Intranet, Extranet, Enterprise Network, …


Cloud Computing – ICTBSS, Service-Beiträge & Clouds

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Es geht um die Erbringung von ICT-systembasierenden Business

Support Services (ICTBSS)

Aus einer „Cloud“ werden ICT-systembasierende Service-

Beiträge oder ICTBSS erbracht

„Cloud“ =

Verbund von ICT-Systemen


Cloud Computing – Service-Konsument, Service-Kunde & Service Provider

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Cloud

Mehrwertschöpfung

Geschäftsprozess Service-Kommittierung

Service- Kunde

Service-Konsumierung

Service- Konsument

Service Provider

DSL “Cloud”

ICTBSS


Cloud Computing – Clouds, Sub Clouds & Service-Beiträge

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Cloud “CRM Cloud” von Salesforce

Mehrwertschöpfung


Service- Kunde


Service- Konsument

“Storage Cloud” – Amazon/S3

“Server OS Cloud” – Amazon/EC2

DSL “Cloud”

“Tax Cloud” von DATEV

“Search Cloud” von Google

Service Provider

ICTBSS

“Private Cloud” von Firma X


Cloud Computing – Clouds, Sub Clouds & Service Contributions

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Cloud

Mehrwertschöpfung


Service- Kunde


Service- Konsument

DSL “Cloud”

Service Provider

ICTBSS

“CRM Cloud” von Salesforce

“Storage Cloud” – Amazon/S3

“Server OS Cloud” – Amazon/EC2

“Tax Cloud” von DATEV

“Search Cloud” von Google

“Private Cloud” von Firma X Service-Beitrag

Service-Beitrag

ICTBSS ICTBSS

ICTBSS

ICTBSS ICTBSS

ICTBSS



Intro • Managementbereiche – Geschäft, Service & System

Centro







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Service-Konzipierung – Service-Beiträge, Aggregierung & ICTBSS

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Server Device Housing Service

Server OS Hosting Service

Storage System Housing Service

Content Housing Service

Backend Application Hosting Service

Backend Application Maintaining Service

Network System Managing Service

Data Transporting Service

DHCP Service

DNS Service

Workplace System Furnishing Service

Workplace Environment Renting Service

LDAP Service

User Identity Managing Service

Virtual Desktop Housing Service

Firewalling Service

Logon/Logoff Service

Anti-Virussing Service

E-Mailing Service

Document Sharing Service

Unified Communi- cating Service

Anti-Spamming Service

Anti-Frauding Service

Service Consumer Supporting Service

Internet Accessing Service

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Software Furnishg Service

Jeder einzelne & einmalige ICT-systembasierende Business Support Services (ICTBSS) wird per Echtzeittransaktion aus Standard-Service-Beiträgen aggregiert.



Service-Konzipierung – Service-Beiträge, Zubringung & Clouds

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DHCP Service

DNS Service



LDAP Service



Firewalling Service



E-Mailing Service







Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS



DNS Cloud

LDAP-Cloud

DHCP-Cloud

Application Cloud

VDI Cloud

Server OS Cloud

Digital Content Cloud

Firewalling Cloud

User Identity Cloud

Consumer Support Cloud

ICT-systembasierende Service-Beiträge werden aus Clouds heraus erbracht. Ein abgerufener ICTBSS wird aus mehreren Service-Beiträgen aggregiert.


Service-Konzipierung – Service-Spezifikation, Service-Map & -Drehbuch

Service-Konzept ICTBSS-Typ

Service-Identifizierung

Service-Spezifizierung

Service-Konzipierung

27

Service-Drehbuch

Service Map





Centro



• Service-Konzipierung– Service-Spezifikation, Service Map & Service-Drehbuch




28



Service-Orchestrierung – Service-Konzept, Service Map & -Drehbuch




Service-Orchestrierung

29



Service-Orchestrierung – Service-Konzept, S.-Zubringer & Service-Beiträge

Service-Orchestrierung in-/externe

Service- Zubringer

Service-Beitrag

Service-

Beitrag

Service-Beitrag

Service-Beitrag

Service-Beitrag

Interner Service-Zubringer Externer Service-Zubringer




Service-Orchestrierung Service

Provider

30


Cloud = ICT-Systemverbund

Cloud = ICT-Systemverbund


Service-Orchestrierung – Service-Zubringer, Service-Beiträge & Aufträge

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Service-Orchestrierung

in-/externe Service-

Zubringer

Service-Beitrag

Service-Beitrag

Service-Beitrag

Service-Beitrag

Interner Service-Zubringer Externer Service-Zubringer

Service Provider

Service-Beitrag





Centro



• Service-Konzipierung– Service-Spezifikation, Service Map & Service-Drehbuch




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Service-Orchestrierung – Partitur, Orchester & Instrumente

33 http://www.gansch.de & http://www.sinfcon.com

Buch & Vortrag ‚Vom Solo zur Sinfonie – Was Unternehmen von Orchestern lernen können‘

[Christian Gansch]


http://www.gansch.de/

http://www.sinfcon.com/


Service-Orchestrierung – Service-Beiträge, Bündelung & Zuordnung

34









DHCP Service

DNS Service



LDAP Service



Firewalling Service



E-Mailing Service







Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS


Verwandte Standard-Service-Beiträge werden gebündelt, um möglichst wenige Service Contribution Supplier rationell zu orchestrieren.

Backend Application

Service Supplier

Service Consumer Account Managing Service Supplier


Suppler

Data Transporting

Service Supplier

Workplace

Furnishing Service Supplier

Communication Security Service Supplier



Service-Orchestrierung – Service-Beiträge, Bündelung & Zuordnung

35









DHCP Service

DNS Service



LDAP Service



Firewalling Service



E-Mailing Service







Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS

Anderer ICTBSS


Service Contribution Supplier (= „Cloud Provider“) betreiben & managen service-relevante ICT-Systeme in „Clouds“

Backend Application

Service Supplier

Service Consumer Account Managing Service Supplier


Suppler

Data Transporting

Service Supplier

Workplace

Furnishing Service Supplier

Communication Security Service Supplier


DNS Cloud

LDAP-Cloud

DHCP-Cloud

Application Cloud

VDI Cloud

Server OS Cloud

Digital Content Cloud

Firewalling Cloud

User Identity Cloud

Consumer Support Cloud


Service-Orchestrierung – Geschäftsprozesse, ICTBSS & Servicialisierung

Geschäfts-prozess-

management





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Cloud

Cloud Service

Cloud Service


ITILisierung (IT Infrastructure Library)

Servicialisierung

CIO = Chief Information Officer

CSO = Chief Service Officer


Service-Orchestrierung – Servicialisierung, Phasen & Cloud-Integration

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Service-Identifizierung Service-Konsument, Service-Objekt, Nutzeffekte

Service-Konsumentennutzen & primärer Nutzeffekt

Service-Spezifizierung erforderliche Service-Qualität 12 Standard-Service-Attribute

Service-Typ & Service-Spezifikation

Service-Konzipierung Service Map & Service-Drehbuch

Service-Typ & Service-Konzept

Service-Orchestrierung Service Supplier & Service Supply Chain

Operation Level Agreement Underpinning Contract

Service-Katalogisierung Service-Spezifikationen = Service-Katalogeinträge

Service-Angebote & Service-Katalog

Service-Kommittierung Service-Bedarf & Service Level-Spezifikation

Service-Zusage & Service Level Agreement

Service-Konzertierung Erbringungsbereitschaft & Erbringungskapazität

Service-Abruf & Service-Erbringung

Service-Fakturierung Service-Preis x Service-Menge

Service-Abrechnung & Service-Umsatz


Cloud Cloud Cloud

Vortrag ITIL & Cloud passen allerbestens zusammen Diskussion – Leitsatz, Revision & Reflexion

Ihre Fragen?

Meine Antworten …

Paul G. Huppertz ICT-Consultant & System Architect Service Composer & Meta Service Provider

Leitsatz: „Die Wissenschaft der Planung besteht darin,

den Schwierigkeiten der Ausführung zuvorzukommen." [Luc Clapier de Vauvenargues]

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Vortrag 'ITIL und Cloud passen bestens zusammen' 2013-03-26 V01.01.00

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Transcript of Vortrag 'ITIL und Cloud passen bestens zusammen' 2013-03-26 V01.01.00