Module 2 Flashcards
Cloud computing is seen as a
NEW
way of delivering
computing resources
Cloud service management is an EXTENSION of
the
management of IT
services.
Cloud computing is
NOT
new technology.
Service management
principles and good
practices are not
new concepts
Cloud computing is described
as a business model
Purpose of Cloud Service Management
Establish appropriate methods for the management and operation of cloud-based services. Embed cloud service management practices into existing IT development and support structures.
Scope of Cloud Service Management
Oversee the design, development, and transition of cloud-based services. Management and operation of cloud-based services.
Cloud Computing—Features
scalable
elastic IT
delivered using Internet technologies.
Five essential operational Characteristics
On-Demand Self Service Measured Service Broad Network Access Resource Pooling Rapid Elasticity
What is Scalability
It is the ability to adapt to changing needs or demands of an organization’s workloads. In an organization, workloads generally increase during peak periods and decrease during off-peak periods (nights, weekends, and holidays).
Three Cloud service Models
SaaS - Software / Applications
PaaS - Platform / Software Components
IaaS- Infrastructure/
Servers, Computing Resources
Four Cloud Deployment Models
Private
Public
Hybrid
Community
Cloud Computing Business Benefits
Easier platform to start business innovation initiatives, often enabled by readily available cloud services
Value to the Business from Cloud Computing
Reduces IT ownership
Reduces IT overcapacity
Has economies of scale
Increases capability of IT
How Cloud Computing is changing IT
Service brokering and changes to managing demand are two examples of how cloud computing is changing the management and delivery of IT
Service Brokering
business related role focusing on negotiation and agreement regarding buying cloud computing and cloud-based services from cloud service providers
Demand Management
IT is expected to be flexible and able to meet quick changes in demand
CLoud Contracts
Each third-party provider will have different SLA, terms and conditions, and response or resolution times. Some willnot provide resolution guarantee times Cloud service providers may not allow IT to alter the terms of the contract with them.
Cloud Computing—Federated service
Interconnecting the cloud services, cloud computing, and traditional IT services to create a customer service.
ServICe perspeCtIves
Consumer Perspective
Business Perspective
IT Perspective
Consumer Perspective
Social interaction Visual media Uploading images Instant communication Availability—24 x 7 x 365
Business perspective
Revenue $$$/profit
Increased customer numbers (customer acquisition)
Providing what customer wants
Applications used to manage customer transactions and interactions
Outside-In thinking
place the customer at the centre of what the organization does and look at what the organization does from
a customer perspective.
Outside-In Thinking Benefits
Outside-in thinking results in reduced complaints, increased satisfaction, increased referrals, increased repeat purchase,improved ease of doing business,and less eroded customer base.
