Sa

m
pl
e
M
at
e ria
l-

Release 2.0.0
N
ot
fo
rR
ep
rin
t
 www.ITpreneurs.com

Copyright
Professional Cloud Service Manager

t
rin
Copyright and Trademark Information for Partners/Stakeholders.

ep
Cloud Credential Council is a registered trademark.
Copyright 2015 by ITpreneurs Nederland B.V. All rights reserved.

rR
Please note that the information contained in this material is subject to change without notice.
Furthermore, this material contains proprietary information that is protected by copyright. No part of

fo
this material may be photocopied, reproduced, or translated to another language without the prior
consent of ITpreneurs Nederland B.V.

ot
The language used in this course is US English. Our sources of reference for grammar, syntax,
and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and The
N
Microsoft Manual of Style for Technical Publications.
l-
e ria
at
M
e
pl
m
Sa
 Contents

t
rin
acknowledgements v

ep
Module 1: Course Introduction 1
Lets Get to Know Each Other 1

rR
Overview 1
Course Learning Objectives 2

fo
Course Agenda Day 1 2
Course Agenda Day 2 2
Course Agenda Day 3 3
Case Study
ot 3
N
Activities 3
Course Book 4
l-

Module Summary 4
ria

Module 2: Cloud Service Management Fundamentals 5

Module Learning Objectives 5
Module Topics 5
e

History of Cloud Computing 6

Basics of Cloud Service Management 7
at

Activity Time: Basics of Cloud Service Management 17

Service Perspectives 18
M

Relationship with ITSM 23

Cloud Service and Support Models 25
Activity Time: Case Study 28
e

Module Summary 29
pl

Module 3: Cloud Service Management Roles 31

Module Learning Objectives 31
m

Module Topics 31
Cloud Management Roles 32
Sa

Activity Time: Cloud Management Roles 33

Activity Time: Cloud Management Roles 52
Service Management Roles 52
Activity Time: Service Management Roles 54
Organizational Roles 55
Activity Time: Case Study 57
Activity Time: Cloud Service Management Roles 58
Module Summary 58

i
 Module 4: Cloud Service Strategy 59
Module Learning Objectives 59
Module Topics 59
Cloud Strategy Fundamentals 59
Activity Time:Cloud Strategy Fundamentals 61
Key Drivers for Adoption 64
Activity Time: Key Drivers for Adoption 68

t
rin
Risk Management Overview 70
Activity Time: Case Study 74

ep
Module Summary 74

Module 5: Cloud Service Design, Deployment, and Migration 75

rR
Module Learning Objectives 75
Module Overview 75
Module Topics 76
Basics of Cloud Service Design 76

fo
Activity Time: Basics of Cloud Service Design 80
Dealing with Legacy Systems, Services, and Applications 81
Activity Time: Dealing with Legacy Systems, Services, and Applications 86
Benchmarking of Cloud Services
Activity Time: Benchmarking of Cloud Services
ot 86
88
N
Cloud Service Capacity Planning 89
Activity Time: Case Study 91
Cloud Service Deployment and Migration 91
l-

Activity Time:Cloud Service Deployment and Migration 96

Cloud Marketplace 97
ria

Activity Time: Case Study 101

Module Summary 101
e

Module 6: Cloud Service Management 103

at

Module Learning Objectives 103

Module Topics 104
Cloud Service Management Perspective 104
M

Cloud Service Level Management and Service Assurance 106

DevOps in a Hybrid IT and Cloud Computing Environment 112
Managing Cloud Service Configurations 115
e

Activity Time: Managing Cloud Service Configurations 115

pl

Activity Time: Managing Cloud Service Configurations 120

Change Management for Cloud Computing Environments 120
m

Activity Time: Case Study 121

Activity Time: Change Management for Cloud Computing Environments 122
Sa

Reacting to Demand for Cloud Services 126

Activity Time: Case Study 136
Module Summary 137

Module 7: Cloud Service Economics 139

Module Learning Objectives 139
Pricing Models for Cloud Services 139
Procurement of Cloud-Based Services 142
Activity Time: Procurement of Cloud-Based Services 142
ii
 Cloud Service Charging 145
Cloud Cost Models 148
Activity Time: Case Study 151
Module Summary 151

Module 8: Cloud Service Governance 153

Module Learning Objectives 153

t
Module Topics 153

rin
Basic Governance Definitions 154
Activity Time: Basic Governance Definitions 154
Cloud Governance Framework 156

ep
Activity Time: Cloud Governance Framework 161
Activity Time: Cloud Governance Framework 161
Cloud Governance Considerations 163

rR
Activity Time: Case Study 166
Module Summary 167

fo
Module 9: Showing the Value of Cloud Services 169
Module Learning Objectives 169
Module Topics 169
Understanding the Value of Cloud Services
ot
Activity Time: Understanding the Value of Cloud Services
Linking the Value of Cloud Services to Strategy
169
170
172
N
Measuring the Value of Cloud Services 174
Activity Time: Measuring the Value of Cloud Services 175
l-

Activity Time: Measuring the Value of Cloud Services 191

Activity Time: Case Study 191
Module Summary 192
ria

Module 10: Popular Service Management Frameworks 195

e

Module Learning Objectives 195

Module Topics 195
at

Best-Practice Frameworks 196

M

ISO Standards 199

Governance Frameworks 201
Cloud Standards 202
e

Module Summary 203

pl

Module 11: Exam Preparation Guide 205

m

Module Learning Objectives 205

Topics Covered in this Module 205
Sa

Qualification Learning Objectives 205

Learning Level of the Syllabus 206
Certification 207
Exam Instructions 208
Tips for Exam Taking 209
Exam Details 209

iii
 Mock Exam 211

Mock Exam Answer 217

Appendix A: Case Study 225

Appendix B: Workbook 229

t
Appendix C: Syllabus 247

rin
Appendix D: Release Notes 259

ep
Participant Feedback Form 261

rR
fo
ot
N
l-
e ria
at
M
e
pl
m
Sa

iv
 www.ITpreneurs.com

Acknowledgements
We would like to sincerely thank the experts who have contributed to the development of the ITpreneurs
products:

CCC Professional Cloud Service Manager

t
rin
Lead Author
Mark OLoughlin is a service management principal, service architect,

ep
consultant, author, speaker and trainer and works through large blue-chip IT
and Service Management organizations.
Mark is the founder, Managing Director and Principal Consultant of Red Circle

rR
Strategies, specializing in cloud and service management consulting.
A recognized industry leader in the field of Service Management, Mark was
one of the first people to be globally awarded the ITIL Master accreditation,

fo
Mark OLoughlin is a member of ISO JTC1-SC7-WG25CA workgroup and is an invited
speaker for various international conferences on cloud computing and service
management.
ot
Contributing to global best practices Mark is the author of The Service
N
Catalog A Practitioner Guide, ISBN-9789087535711, and has contributed
to numerous other books and publications.
l-

Mark is the Lead Author and Architect of the Professional Cloud Service
Management Certificate, Cloud Credential Council.
ria

http://www.linkedin.com/in/oloughlinmark
https://twitter.com/oloughlinmark
e

http://www.markoloughlin.org/
at

http://www.italliancegroup.com/

Reviewer
M

George has over twenty-five years experience as an educator and specializes

in making the complex world of technology accessible to the average user.
e

An outspoken advocate for digital literacy in the workplace, George is an active

pl

instructor and speaker on end-user adoption, new business technologies, and

training management. He holds academic degrees (B.M. & M.Div.) as well as
m

many technology certifications including Microsoft Certified Trainer (MCT) and

Microsoft Office Specialist Master (MOS Master). George is well known for his
flexibility and breadth of knowledge and is much sought after as an instructor.
Sa

George Sawyer His easy-going teaching method focuses on empowering users to problem
solve and continue learning far beyond the classroom.

Copyright 2015, ITpreneurs Nederland B.V. All rights reserved. v

 www.ITpreneurs.com

Reviewer
John currently spends the majority of his time teaching classes on cloud
computing, as well as supporting developing country projects as a contractor
with the World Bank and US Trade & Development Agency. In addition to cloud
computing-related projects, he contributes to government interoperability
framework development and enterprise architecture. Additional focus is on

t
rin
disaster management for governments in developing and emerging countries.
Recent projects include support for the World Bank and USTDA missions in
Vietnam, Moldova, Brazil, Egypt, Benin, and Indonesia.

ep
John R Savageau In the past three years he has also prepared both feasibility studies and
business plans for eGovt projects in Moldova, Indonesia, and the Philippines.
This included recommendations and designs for distributed government data

rR
center consolidation and cloud computing. 2014 will add additional emphasis
on developing service-oriented cloud computing infrastructures.
While the majority of his experience is in data communications, 38 years in the

fo
data and telecom business has given him tacit experiences and knowledge in
many areas of both telecommunications and general business.

ot
Those projects have also given him the opportunity to dig deeper into the
academic and operational use of enterprise architecture models while
N
developing technical solutions for projects.
He has spoken at several conferences and seminars.
l-
e ria
at
M
e
pl
m
Sa

vi Copyright 2015, ITpreneurs Nederland B.V. All rights reserved.

 Module 1
Course Introduction
Course Introduction

t
Lets Get to Know Each Other

rin
Lets Get to Know Each Other
Introduce yourself in the following format:
Introduce yourself in the following format:
Name

ep
Name Company
Role and background

Company Familiarity with cloud concepts and their practice

ITIL and IT service management experience

rR
Role and background Expectations from this course

Familiarity with cloud concepts and their practice

Course Introduction
ITIL and IT service management experience

fo
Overview
Expectations from course

Overview
ot
The Professional Cloud Service Manager course ensures that the participants acquire
and knowledge to pass the associated Cloud Credential Council Cloud Service Mana
Copyright Materials 2015 | 2
N
certified Professional Cloud Service Managers.
The Professional Cloud Service Manager course ensures that
the participants acquire the required skill set and knowledge to
l-

pass the associated Cloud Credential Council Cloud Service

Manager exam and become certified Professional Cloud Service Cloud Service
ria

Managers. Management
e
at
M
e
pl
m
Sa

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 1

 Professional Cloud Service Manager

Course Learning Objectives

At the end of this course, you will be able to:
Recall cloud service management terminology, definitions, and concepts.
Analyze any organization's strategic assets and capabilities to successfully design, deploy,
and run cloud services.

t
rin
Illustrate the benefits and drive the adoption of cloud-based services within an organization.
Identify strategies to reduce risk and remove issues associated with the adoption of cloud
computing and cloud-based services.

ep
Select appropriate structures for designing, deploying, and running cloud-based services
within traditional IT organizations.

rR
Model cloud service management principles into ICT operations and IT service management.
Predict the complexities involved in designing, deploying, and running cloud services.

fo
Compare and contrast cloud service management with traditional IT service management in
the existing IT organization.
Course Introduction
Course Agenda Day 1

Course Agenda Day 1

ot
N
Total
Module Subject Start End Time
(in hours)
l-

01 Course Introduction 09:00 09:30 00:30

02 Cloud Service Management Fundamentals 09:30 11:00 01:30
ria

03 Cloud Service Management Roles 11:00 13:00 02:00

DAY 1

Lunch 13:00 13:30 00:30

Activities 13:30 14:30 01:00
e

04 Cloud Service Strategy 14:30 16:00 01:30

Recap Day 1 16:00 17:00 01:00
at

Total 08:00
Total (Less Lunch) 07:30
M

Course Introduction Contd

Course Agenda Day 2

e

Course Agenda Day 2 Copyright Materials 2015 | 5

pl

Total
Module Subject Start End Time
(in hours)
m

Review Day 1 09:00 09:15 00:15

05 Cloud Service Design, Deployment, and Migration 09:15 11:15 02:00
Sa

06 Cloud Service Management 11:15 13:00 01:45

DAY 2

Lunch 13:00 14:00 01:00

Activities 14:00 15:00 01:00
06 Cloud Service Management 15:00 16:30 01:30
Recap Day 2 16:30 17:00 00:30
Total 08:00
Total (Less Lunch) 07:00

Contd

2 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. Copyright Materials 2015 | 6
 Course Book | Professional Cloud Service Manager | Course Introduction

Course Introduction
Course Agenda Day 3

Course Agenda Day 3

Total
Module Subject Start End Time
(in hours)
Review Day 2 09:00 09:15 00:15
07 Cloud Service Economics 09:15 10:00 00:45
08 Cloud Service Governance 10:00 11:00 01:00

t
rin
09 Showing the Value of Cloud Services 11:00 12:00 01:00
Lunch
DAY 3

12:00 13:00 01:00

10 Popular Service Management Frameworks 13:00 13:45 00:45

ep
Course Review 13:45 14:15 00:30
Exam Preparation 14:15 15:00 00:45
Self-Study and Q&A 15:00 16:00 01:00

rR
Exam (if taken on the same day) 16:00 17:30 01:30
Total 08:30
Total (Less Lunch) 07:30

fo
Copyright Materials 2015 | 7

Course Introduction
Case Study
Case Study
ot
A case study with related exercises and activities will be used throughout the course. The case study
is attached with the Course Book. The exercises will be based on the scenarios from the case study.
N
A case study with related exercises and activities will be used throughout the course. The case study is
These exercises will include:
attached with the course book. The exercises will be based on the scenarios from the case study. These
MCQs exercises will include:
l-

MCQs
MMCQs MMCQs
ria

Brainstorming
Brainstorming
Discussion forum
Discussionforum
Group discussion
e

Puzzles
Group discussion
Role play
at

Puzzles
Introduction
Course Role play
M

Activities

Activities
e

In addition to the case study based activities, there will be several other activities meant for enhancing retention. Copyright Materials 2015
The activities are inserted at logical interval to give a relaxing break in the training.
In addition to the case study based activities, there will be several other activities meant for enhancing
pl

retention. The activities are inserted at logical interval to give a relaxing break in the training.
m
Sa

Quick
Write-Up Role Play
Describe
the
Picture
Draw a Paper
Picture Throw

3
Copyright Materials 2015 | 9
Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.
 Course Introduction
Course Book

Professional Cloud Service Manager

There is a separate course book with you for reference after the session. It is a comprehensive source of
information and contains whatever is taught in each module. The case study is also attached with the course
book. The course book contains several useful exercises related to the course.
Course Book
There is a separate Course Book with you for reference after
the session. It is a comprehensive source of information and
contains whatever is taught in each module. The case study is
also attached with the Course Book. The Course Book contains
several useful exercises related to the course.

t
rin
ep
Module Summary

rR
Copyright Materials 2015 | 10

Course Introduction
Overview

fo
Course Learning Objectives
Course Agenda (Three-Day Plan)
Case Study
ot
N
Activities
Course Book
l-
e ria
at
M
e
pl
m
Sa

4 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

 Module 2
Cloud Service Management
Fundamentals

t
rin
ep
This module deals with cloud service management fundamentals. The fundamental cloud computing
models and their characteristics are explained. The key terms are defined. The relationship between
ITSM and PCSM is also explored. The module describes the impact of cloud computing on IT

rR
management and delivery. Apart from this, the module compares the IT, business, and the consumer
perspectives and analyzes the relationship between the consumer and provider.

fo
Module Learning Objectives
At the end of this module, you will be able to:
ot
Describe the fundamental cloud computing models and their characteristics.
N
Define the basic terms related to cloud service management.
Describe the relationship between IT Service Management (ITSM) and cloud service
l-

management.
Describe the impact of cloud computing on how IT is managed and delivered.
ria

Compare the perspectives of IT, business, and the consumer.

Analyze the relationship between the consumer and provider.
e
at

Module Topics
M

The following topics are covered in the module:

History of Cloud Computing
e

Basics of Cloud Service Management

pl

Service Perspectives
Relationship with ITSM
m

Cloud Service and Support Models

Sa

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 5

 Professional Cloud Service Manager

History of Cloud Computing

Cloud Service Management Fundamentals
History of Cloud Computing
Cloud Computing TimelineGeneral
Cloud Computing TimelineGeneral
Main Frames Distributed Client/Server
Consumer Cloud
Model and Internet
Multiple users accessed Computing Services
Mainframe. Therefore, Here, it was seen that PCs and
There was an increase in
servers use their own compute

t
there was shared access to the organizations providing
the same data storage resources. This led to an
these services. Examples

layer and CPU power.
Dumb terminals were also
used.
rin
increase in Internet adoption
include LinkedIn, Facebook,
and the result was that the
public SaaS email systems.
usage increased dramatically.

ep
1950s 1960s 1970s 1990s 2000s 2006 2010s

rR
Cloud Computing Services Cloud Computing in
Virtual Machines (VMs)
Services such as SaaS, Everyday Life
Multiple VMs can be installed on
PaaS, and IaaS services Business and consumer
a physical node. These can run
started to appear. These cloud services have
the OS using shared physical
were primarily for business become a part of everyday
compute resources such as CPU
use. Consumer cloud-based life due to the adoption of a

fo
and storage. This marked the
services also made an wide adoption of Internet
start of virtualisation while dumb
Cloud Service Management Fundamentalsterminals continued to be in use.
appearance and start to take and mobile device usage.
off.
History of Cloud Computing

Cloud Computing Timeline19992009

Cloud Computing Timeline19992009
ot Copyright Materials 2015 | 5
N
Amazon
Salesforce EC2 Google
l-

Salesforce.com Storage and Compute Google App Engine

SaaS Services PaaS
IaaS
ria

1999 2002 2006 2007 2008 2009

e
at

Amazon
Microsoft
AWS Salesforce
M

Windows Azure
Commercial Web Force.com
(beta)
Services PaaS
IaaS and PaaS
IaaS
e
pl

Cloud Computing Services

Amazon Web Services: The Amazon Web Services (AWS) was launched in July 2002. Initially AWS
m

Copyright Materials 2015 | 6

focused on using the web services models to make information available from Amazon to partners
who look upon Amazon as a retailer.
Sa

EC2: In August 2006, EC2 was launched. It provides a more complete computing platform.
Google App Engine: In April 2008, Google App Engine was launched.
Windows Azure launches Beta: In November 2009, Windows Azure launched Beta.

6 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

 Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals

Cloud Service Management Fundamentals

Basics of Cloud Service Management
Basics of Cloud Service Management

Cloud service
management is an
Cloud computing is seen as a EXTENSION of the
NEW way of delivering management of IT
computing resources. services.

t
rin
Service management
Cloud computing is
principals and good
NOT new technology.
practices are NOT
new concepts.

ep
rR
Cloud service management is concerned with aligning both worlds i.e. the world
of cloud computing and service management as well as introducing good cloud
management practices among customer, consumer, and supplier organizations.

fo
Copyright Materials 2015 | 8

Cloud computing and cloud-based services are not new technology. Cloud principles were followed
even for Mainframes circa 1950s and 1960s.
ot
There are many frameworks and methods for the management of IT and for service management. In
N
most cases, cloud computing is described as a business model for use of other underlying technologies
and not as a technology. Those underlying technologies, such as virtualization, provide the basis for
Cloud Service Management Fundamentals
employing cloud computing concepts. Cloud in itself is not a technology.
l-

Basics of Cloud Service Management

Cloud ComputingPurpose
Cloud ComputingPurpose and
and Scope
Scope
ria

Establish appropriate methods for

the management and operation of
cloud-based services.
e

Purpose of Cloud Embed cloud service management

Service Management
at

practices into existing IT

development and support structures.
M
e

Scope of Cloud
pl

Service Management
Oversee the design, development,
and transition of cloud-based
m

services.

Management and operation of

Sa

cloud-based services.

Copyright Materials 2015 | 9

The purpose and scope of cloud service management are described below.
Purpose:
Establish appropriate methods for the management and operation of cloud-based services.
Embed cloud service management practices into existing IT development and support
structures.

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 7

 Professional Cloud Service Manager

Scope:
Oversight of the design, development, and transition of cloud-based services.
Management and operation of cloud-based services.

Cloud ComputingFeatures

t
Management
Cloud is a Fundamentals
style of computing
where scalable and elastic IT related capabilities are delivered

rin
Cloud Service
as a service to consumers
Basics of Cloud Service Management
using Internet technologies.
Cloud is not defined as a set of technologies, but rather a model for delivering, managing, and
Cloud ComputingDefinition

ep
consuming information technology resources, and services.

Cloud ComputingDefinition

rR
Cloud computing is a model for enabling convenient, on-demand network access to a
shared pool of configurable computing resources i.e. networks, servers, storage,

fo
applications, and services that can be rapidly provisioned and released with minimal
management effort or service provider interaction.

ot
This cloud model is composed of five essential characteristics, three service models, and
four deployment models.
N
Cloud Service Management Fundamentals
l-

Basics ofSource:
CloudNIST
Service Management
definition of cloud computing

Cloud ComputingFive Essential Operational Characteristics

ria

Cloud ComputingFive Essential Operational Characteristics

Source: NIST definition of cloud computing

Copyright Materials 2015 | 11

On-Demand Self Service Measured Service
e
at

Five Essential
Automated consumer Characteristics of Metered resource usage
M

centric search, Cloud Computing with monitoring, reporting,

selection, and and charging mechanisms
provisioning
e
pl

Broad Network Access Resource Pooling Rapid Elasticity

m
Sa

Cloud service allows
accessible connectivity to a
range of devices and
networks
Source: NIST definition of cloud computing
Shared resources for one or many Automated provisioning and
tenants supporting different scaling for one or many
demand and supply capacity tenants

Copyright Materials 2015 | 12

Source: NIST definition of cloud computing

8 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

 Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals

On-Demand Self Service

On demand self service allows customers to provision additional IT resources or cloudbased services
as needed, when needed, without the need to talk to the cloud service provider or anyone else.

Measured Service
The cloud service provider monitors and measures the service, for example metering usage at a

t
per-unit-level or measuring service level attainment.

rin
Broad Network Access
Cloud computing and cloud-based services are made available over a network either fully through

ep
the Internet end-to-end for public cloud services, or through a combination of the Internet and an
organizations internal network for either public, private, or hybrid cloud services.

rR
Resource Pooling
Cloud computing and cloud-based services gain their economies of scale and cost advantage by
sharing the same resources between many different customers.

fo
Rapid Elasticity
Cloud computing enables IT resources to be scaled up and scaled down rapidly or elastically. In most
Cloud Service
casesManagement Fundamentals
the customer
ot
has the option to either scale up or down either manually or automatically.
Basics of Cloud Service Management
N
Cloud ComputingThree Service Models
Cloud ComputingThree Service Models
l-

Software as a Service
(SaaS) are applications
Software which provide business
ria

value for users.

Applications
e

Platform as a Service (PaaS)

applications are those which
at

Platform provide specialized software

components and programming
Software Components
tools.
M

Infrastructure Infrastructure as a Service

e

(IaaS) refer to those

Servers, Computing Resources
pl

applications which provide

computing infrastructure
resources as a service.
m
Sa

Copyright Materials 2015 | 13

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 9

 Professional Cloud Service Manager

Cloud
Cloud ServiceService Users
Management Fundamentals
Basics of Cloud
Business Service
needs forManagement
different models:
Cloud Service Users
Business needs for different models:

t
rin
Users use SaaS
applications to
generate business
value.

ep
Software
Developers use Applications

rR
PaaS to build
applications.
Platform
Cloud Service Management Fundamentals Software Components
Basics of Cloud Service Management Operations use

fo
Infrastructure IaaS to provide
application services.
Software as a Service Servers, Computing Resources

Software as a Service ot
SaaS allows users to run existing online applications. Its features are given below.

SaaS allows users to run existing online applications. Its features are given below.
Copyright Materials 2015 | 14
N
World-Wide Access
Software
l-

Global Collaboration
Applications Subscription Based
Examples are:
ria

Platform
Software Components
e
at

Infrastructure
Servers, Computing Resources
M

SaaS provides the customer the ability to use a service providers applications. Those applications can
e

be running on either the service providers infrastructure or infrastructure outsourced to the service
provider.
pl

Copyright Materials 2015 | 15

m
Sa

10 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

Cloud Service Management Fundamentals Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals
Basics of Cloud Service Management

Platform as a Service
Platform
PaaS as a to
allows users Service
create their own cloud applications using existing tools and script languages.
PaaS allows users to create their own cloud applications using existing tools and script languages.

Rapid Development
Software Mashups

t
Applications Integration of Multivendor Cloud

rin
Services
Some examples are:
Platform

ep
Software Components

Infrastructure

rR
Servers, Computing Resources

CloudPaaS provides the customer with the capability to develop, run and manage software applications,

fo
Service Management Fundamentals
web
Basics of services, and apps.
Cloud Service Customers can deploy onto PaaS infrastructure customer-created or acquired
Management
applications created using programming languages, libraries, services, and tools supportedCopyright
by theMaterials 2015 | 16

provider.
Infrastructure as a Service
IaaS allows usersastoarun
Infrastructure
ot
all types of applications on selected cloud hardware.
Service
N
IaaS allows users to run all types of applications on selected cloud hardware.
l-

Virtual Servers
Software Storage
Flexible Use
ria

Applications
Some examples are:

Platform
e

Software Components
at

Infrastructure
M

Servers, Computing Resources

e

IaaS provides the customer with the capability to use lower level IT resources and compute power.
An IaaS service provider hosts virtualized computing resources provided over the Internet.
pl

Copyright Materials 2015

m
Sa

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 11

 Professional Cloud Service Manager

oud Service Management Fundamentals

asics of Cloud Service Management

Four Cloud Deployment

Models

Private Community Public Hybrid

t
Cloud Cloud Cloud Cloud

rin
This cloud

ep
This cloud
This cloud infrastructure is infrastructure is a
This cloud
infrastructure is provisioned for open composition of two or
infrastructure is
provisioned for use by the general more distinct cloud
provisioned for
exclusive use by a public. It may be infrastructures, such as

rR
exclusive use by a
single organization owned, managed, and private and public
specific community of
comprising multiple operated by a community, that remain
consumers from
consumers, for business, academic, or unique entities but are
organizations that have
example, business government bound together by
shared concerns.

fo
units. organization, or standardized or
combination of these. proprietary technology
that enables data and
application portability.
Source: NIST definition of cloud computing

Source: NIST definition of cloud computing

ot Copyright Materials 2015 | 18
N
In addition to the cloud service models, there are also a number of ways to deliver or roll out cloud
services. In some deployment models, the financial commitment lies with the organizations that use
Cloud Service Management Fundamentals
these clouds.
l-

Basics of Cloud Service Management

These cloud deployment models can be both inside and outside the organization.
ria

Cloud
CloudComputing
ComputingModels
Modelsand
andtheir
theirCharacteristics
Characteristics
Given below is a visual presentation of all the cloud computing models and their characteristics that
Given below is a visual presentation of all the cloud computing models and their characteristics that
you just read about.
e

you just read about.

at

Broad Network Rapid Measured On-Demand

Access Elasticity Service Self-Service Five Essential
M

Characteristics
Resource Pooling
e

Software as a Platform as a Infrastructure as Three Service

pl

Service (SaaS) Service (PaaS) a Service (IaaS) Models

m

Four
Public Private Hybrid Community Deployment
Sa

Models

Source: NIST
Source: NIST

The figure provides a visual presentation of all the cloud computing models and characteristics that
Copyright Materials 2015 | 19

you just read about.

12 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

Cloud Service Management Fundamentals
Basics of Cloud Service Management Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals

Cloud ComputingBasic Characteristics

Cloud ComputingBasic Characteristics

Cloud computing is a
Cloud computing is a convergence of existing IT
disruptive innovation in and new on-demand IT
business and IT models. provisioning automation

t
and marketplace services.

rin
ep
Cloud computing is a
result of an evolution in
technology standards and

rR
design principles.

fo
Cloud computing is a disruptive innovation in business and IT models. The explosion of data, compute,
network, and devices have converged into new types of online communities and services. This has 2015 | 20
Copyright Materials

changed the way business and social interaction work. For example, the smart phone and tablet
ot
devices have enabled new mobile business models that did not exist ten years ago. Cloud is a new
business and IT operating model for delivering real-time or near-real-time information and access to
N
services.
Cloud computing is a convergence of existing IT, and new on demand IT provisioning automation and
l-

marketplace services. Cloud computing recognizes growth and use of existing telecoms networks
and the rise in existing database, storage, and compute capacity and the spread of web services, API
schemas, XML, TCP, HTTP, and other common standards coming together to enable a realistic, on
ria

demand IT delivery and service model. Marketplaces, that have become very popular, represent the
new model of on-demand facades, portals, app stores, and data services, for example, marketplaces
e

represent the exposure of types of catalog style services.

at

Cloud computing as an evolution in technology standards and design principles recognizes the
importance of SOA and EA in the development of solutions. It also recognizes the need for distributed
architecture access, security, and governance to enable elastic and scalable environments for work.
M
e
pl
m
Sa

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 13

 Professional Cloud Service Manager

ud Service Management Fundamentals

sics of Cloud Service Management
Value to the Business from Cloud Computing
Value to the Business from Cloud Computing Successful business
Provides financial
benefits
Has ability to scale
business quickly
Has economies of

t
scale

rin
Adds flexibility

Has operational
reliability

ep
Provides the facility of
utility-based
utility based charging
Leverages of new
technologies

rR
Increases capability of
IT
Provides improved
balance sheet
Reduces IT

fo
overcapacity

Reduces overall costs

Reduces IT ownership

ot
The true value from the cloud and cloud service management will be realised and seen by the
Copyright Materials 2015 | 21
N
business only if the cloud and cloud service management can be shown to have a positive effect on
the companies balance sheet.
l-

Value to the customer and end user of cloud-enabled services will be realized only if expected or
desired customer and end user outcomes are achieved.
ria

Cloud Computing is Changing How IT is Managed and Delivered

e

Service Brokering
at

IT will buy or broker services it previously provided in-house.

This is a new role for IT.
M

New skills are neededless technical more business related and commercial.
IT will outsource elements of itself to service providers.
e

Demand Management
pl

IT needs to be flexible to meet changing business needs.

m

Cloud computing facilitates shorter got-to-market time i.e. less lengthy release cycles.
Sa

Now, demand needs adequate billing structures in place to charge for usage.
Cloud computing is tied to business strategy for achieving business goals.

Service brokering and changes to managing demand are two examples of how cloud computing is
changing the management and delivery of IT.

14 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

 Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals

Service Brokering
Service brokering is not a technology related role. This is more a business related role focusing on
negotiation and agreement regarding buying cloud computing and cloud-based services from cloud
service providers. It can involve brokering the sale of cloud computing and cloud-based services to
customers.
Demand Management

t
rin
IT is expected to be flexible and able to meet quick changes in demand. Long release cycles for new
software will mean the business may look at different providers rather than its own IT department to
provide applications and services. For example, SaaS software has shorter setup and lead times and

ep
is quicker to enable.
Large ERP roll-outs will still require long release cycles due to their complexity but can be out of

rR
date by the time they get rolled out.
Service Level Agreement (SLA)
Traditional SLAs are moving to federated SLA approach.

fo
Fragmentation is occurring in achieving back-to-back SLAs.
Some cloud services may enforce their SLA.

Contracts
ot
N
IT providers are outsourcing more IT services to third-party providers.
Requires frequent
Cloud Service Management contract review and negotiation.
Fundamentals
l-

Basics of Cloud Service

It is very Management
important to understand the differences in cloud computing contracts as opposed to traditional
IT contracts. It is also important to understand how cloud computing contracts will work alongside
ria

Cloud Computing
traditional is Changing
IT contracts in the deliveryHow IT is Managed
of a service and Delivered (Contd.)
to a customer.
Here Here
is a visual presentation
is a visual ofofhow
presentation howcloud
cloud computing has
computing has impacted
impacted SLASLA
and and contracts:
contracts:
e

Single Customer Service

at

Customer expects one

service level agreement or Customer
contract.
M

IT has to take all the

third-party supplier SLAs
and contract and make a IT Service Provider
e

customer contract and SLA

for the service.
pl

Third-Party IT Service
m

Third-Party IT Third-Party IT Third-Party IT

Provider SaaS Provider Network Provider Data
Sa

Centre

Each provider is likely to

provide their terms and
conditions. Third-Party IT
Third-Party IT Third-Party IT Provider Data
Provider SaaS Provider Network Centre

Sample of various cloud and noncloud providers used to provide a single

service to the customer.
Copy

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 15

 Professional Cloud Service Manager

The upper most part of the figure here depicts a customer service provided by IT. It may need to
outsource many elements of IT to the cloud and cloud service providers. Each third-party provider will
have different SLA, terms and conditions, and response or resolution times. Some will not provide
resolution guarantee times. Also, cloud service providers may not allow IT to alter the terms of the
contract with them. This makes it difficult for IT to create a single contact and SLA with the customer.
A prime IT service provider has to federate all the service contracts into a contract and SLA, which the

t
service provider can provide to the customer. This is further complicated when the customers stipulate

rin
only those IT provider terms and conditions that they want in the service contract.
The upper part of the bottom of the figure represents the federation of third-party suppliers and IT

ep
service provider.
The lower part of the bottom of the figure represents the federation of customer requirements and IT
service provider.

rR
Some cloud services may enforce their SLA and there is no flexibility in this matter. In Microsoft, for
example, Office 365 SLA and contract is non-negotiable. Thus, Microsoft will provide a response
time to your issue but not the guaranteed resolution time. Many traditional service providers and

fo
customers provide resolution times in the form of an incident priority matrix, for example, priority 1=4
hours resolution, priority 2=8 hours resolution, and so on. However, in the case of an IT provider,
selling Office 365, the IT provider can no longer provide a guaranteed resolution time, because their
supplier Microsoft, does not provide a guaranteed resolution time. ot
N
Cloud ComputingFederated Services
Federated services includes:
l-

Interconnecting the service contracts of all service providers to provide a customer contract or service
ria

level agreement.
The key questions are:
Who is accountable and responsible for providing a service to the end customer?
e
at

The prime service provider or the individual third-party service providers?

Overall accountability of service provision remains with the service provider (the prime service
M

provider) that the customer has signed a contract with.

Each supplier providing cloud-based and traditional IT services to the prime provider, is individually
e

responsible for providing the services they have agreed on the contract.
pl
m
Sa

16 Copyright 2015, ITpreneurs Nederland B.V.All rights reserved.

 Course Book | Professional Cloud Service Manager | Cloud Service Management Fundamentals

Cloud Service Management Fundamentals

Basics of Activity
Cloud Service Time: Basics of
ManagementActivity Cloud Service Management

Complete thethe
Complete Picture 15 Minutes
Figure 15 Minutes
Complete the blanks in the figure.
Complete the blanks in the figure.

t
rin
Five Essential
Characteristics

ep
Three Service
Models

rR
Four
Deployment

fo
Models

Carry out the activity as instructed.

Service Management Fundamentals
of Cloud Service ManagementActivity
Speak Out 15 Minutes
ot
N
Copyright Materials 2015 | 27

peak Out 15 Minutes

Explain the following in detail:

l-

Essential characteristics of cloud computing

Service models
ria

Deployment models
e
at
M
e
pl
m
Sa

Carry out the activity as instructed. Copyright Materials 2015 | 28

Copyright 2015, ITpreneurs Nederland B.V.All rights reserved. 17