Service Management in the Public Cloud
In the coming years the Public Cloud will inevitably continue to take hold. From a technical point of view, the use of dynamic infrastructure is the only means to respond to ever changing market situations and to address them in a proactive fashion.
The black box Public Cloud makes it harder for IT organizations to keep sight of the big picture and to live up to their supervisory obligations. This becomes evident mainly through the lack of close ties to the actual IT operations of the cloud infrastructure.
The use of Public Cloud infrastructure is based on the shared responsibility model in which the responsibilities are clearly separated between the provider (physical environment) and his clients (logical environment).
In addition to the full responsibility for the logical environment, the customer does not only need to find an answer to the question of how to handle the black box – the physical environment – but also how to measure the services of the cloud provider at this level in order to maintain control.
With ITIL, CIOs have a powerful framework at their disposal which enables them to monitor the public cloud provider at all levels. Through established ITIL procedures, they can provide the business side with the facts that are required for reporting.
- Service Management: IT Operations under Control
- IT Service Management as Part of the Public Cloud Strategy
- ITSM Processes in the Public Cloud
- ITIL Best Practices: 5 Questions the CIO has for Public Cloud Providers