ITIL 4 : Acquiring and Managing Cloud Services / AXELOS Limited.

Format:

Book

Author/Creator:

AXELOS Limited, author.

Language:

English

Subjects (All):

Cloud computing--Management.

Cloud computing.

Physical Description:

1 online resource (242 pages)

Edition:

First edition.

Place of Publication:

London, England : The Stationery Office, [2021]

Summary:

ITIL 4: Acquiring and Managing Cloud Services is the core manual aligned with the ITIL 4 extension module of ITIL 4 Specialist: Acquiring and Managing Cloud Services.

Contents:

ITIL® 4: Acquiring and Managing Cloud Services

Contents

List of figures

List of tables

Foreword

Preface

ITIL Foundation recap

The ITIL service value system

Figure 0.1 The ITIL service value system

The ITIL service value chain

Figure 0.2 The ITIL service value chain

The ITIL practices

Table 0.1 The ITIL management practices

The ITIL guiding principles

Governance

Continual improvement

Figure 0.3 The continual improvement model

The four dimensions model

Figure 0.4 The four dimensions of service management

CHAPTER 1 INTRODUCTION

1 Introduction

1.1 What is the cloud?

1.2 The origins of cloud

1.2.1 Cloud as a result of commoditization

Figure 1.1 Cloud as the source of commoditized digital solutions

1.2.2 Cloud as a result of innovation

1.2.3 Major differences between cloud services and in-house solutions

1.3 Types of cloud solution

1.3.1 General approaches for consuming cloud service

Table 1.1 General strategies for consuming cloud services

1.3.2 Cloud service models

Table 1.2 Architecture included in each cloud service model

1.3.3 Standard and non-standard services

1.3.4 Deployment models

Table 1.3 Deployment models

1.3.5 Types of cloud service provider

1.4 Deciding to use cloud services

1.4.1 Benefits and disbenefits of using cloud services

Table 1.4 Cloud features, benefits, and disbenefits

1.4.2 Risks of using cloud services

1.5 Cloud as a key component of digital strategy

1.6 The role of cloud services in a digital transformation

1.7 Cloud services and sustainability objectives

1.8 Governance

1.8.1 Governance of cloud services

Figure 1.2 The governance cascade

1.8.2 The shared responsibility model

Figure 1.3 The shared responsibility model

1.9 How to use this publication

1.9.1 Intended audience.

1.9.2 The cloud consumer journey

Figure 1.4 The customer journey

1.9.3 The value co-creation map for cloud

Figure 1.5 Value co-creation map for cloud

Figure 1.6 The cloud customer journey with feedback and feedforward activities

1.9.4 Cloud adoption and utilization scenarios

Table 1.5 Examples of feedback and feedforward activities within the cloud customer journey

Figure 1.7 Cloud journey overview

Figure 1.8 The cloud usage strategy spectrum

Table 1.6 Examples of cloud usage strategy spectrum characteristics

Figure 1.9 Hub-and-spoke model

Figure 1.10 The cloud architecture and governance spectrum

Figure 1.11 Cloud use depends on cloud strategy position and architecture and governance position

CHAPTER 2 EXPLORE: CAN THE ORGANIZATION BENEFIT FROM CLOUD?

2 Explore: Can the organization benefit from cloud?

2.1 About the explore step

2.2 Understanding the cloud's role in strategy

2.2.1 What is digital strategy?

Figure 2.1 The tiered relationship between business, digital, and IT strategies

Figure 2.2 A modern view of the relationship between business, digital, and IT strategies

2.2.2 Cloud strategies

2.3 Setting the strategic scope

2.3.1 Greenfield (or 'born in the cloud')

2.3.2 Approaches to migrating existing services

2.3.3 New services

2.4 Cloud strategic positioning

2.4.1 Review of external factors

2.4.2 Review of internal factors

2.4.3 Practical guidance for strategic positioning

2.5 Value: outcomes, costs, and risks

2.5.1 Outcomes

2.5.2 Costs

2.5.3 Risks

Table 2.1 Risks related to the shift in roles and responsibilities

Table 2.2 Risks related to the unauthorized use of cloud services

Table 2.3 Risks related to the security of cloud services

Table 2.4 Risks related to API vulnerability.

Table 2.5 Risks related to maintaining separation between tenants

Table 2.6 Preventing vendor lock-in

Table 2.7 Risks related to third-party contracting

Table 2.8 Risks related to migration

2.6 Formulating the initial cloud strategy

2.6.1 Defining the strategic cloud objectives and plans

Table 2.9 Examples of strategic cloud objectives using the OKR framework

2.6.2 Formulating the cloud strategy

Figure 2.3 Development of cloud strategy elements

Table 2.10 Key cloud strategy elements and descriptions

2.6.3 Practical guidance for strategy formulation

2.6.4 The differences between cloud services and in-house solutions

2.7 Summary

CHAPTER 3 ENGAGE: MEETING A CLOUD SERVICE PROVIDER

3 Engage: Meeting a cloud service provider

3.1 About the engage step

3.2 Understanding the CSP landscape

3.2.1 Types of CSPs and their services

Table 3.1 Overview of CSP types and their services

Table 3.2 Advantages of each CSP type

3.2.2 CSP partners

Table 3.3 Customer enablement services

Figure 3.1 The four areas of CSP implementation partner support

3.2.3 CSP industry and regulatory organizations

3.3 Types of services to be considered

3.3.1 Standard service offerings

3.3.2 Non-standard services

3.4 Defining requirements for cloud services

3.4.1 Utility, warranty, and experience

3.4.2 The impact of cloud services on existing customers

3.4.3 Defining requirements based on outcomes, costs, and risks

3.4.4 Typical requirements

Table 3.4 Examples of general service requirements

Table 3.5 Examples of data requirements

Table 3.6 Examples of security requirements

Table 3.7 Examples of people-related requirements

Table 3.8 Examples of service provider requirements

Table 3.9 Examples of cost reporting, billing, and payment requirements.

3.5 Request for information and proof of concept

3.6 Conducting a cloud readiness assessment

3.6.1 Steps in conducting a cloud readiness assessment

3.6.2 Architecture readiness examples

Table 3.10 Examples of application/workload-specific readiness checks

3.7 Engaging with cloud service providers

3.7.1 Evaluating shared responsibility models

Table 3.11 Consumer organization responsibilities versus CSP responsibilities

3.7.2 Engagement level options

3.7.3 Acquisition channels

Table 3.12 Methods of accessing cloud services

3.7.4 How organizations engage with CSPs and their partners

3.7.5 Researching what services are available

3.8 Reviewing the cloud strategy and cloud service requirements

3.9 Summary

CHAPTER 4 OFFER: SELECTING THE RIGHT SERVICES AND SERVICE PROVIDER

4 Offer: Selecting the right services and service provider

4.1 About the offer step

4.1.1 Elements of the offer step that are specific to cloud services

4.2 Establishing a desired minimum return on investment

4.3 Communicating requirements

4.4 Request for proposal

4.4.1 When to request proposals

4.4.2 The request for proposal process

4.4.3 Contents of a request for proposal

Table 4.1 Cloud request for proposal format

4.4.4 Using cloud framework agreements

Figure 4.1 Cloud service procurement options

4.5 Reviewing proposals

4.5.1 Sample questions for assessing proposals

Table 4.2 General service requirement assessment questions and actions

Table 4.3 Data requirement assessment questions and actions

Table 4.4 Security requirement assessment questions and actions

Table 4.5 People-related requirement assessment questions and actions

Table 4.6 Service provider requirement assessment questions and actions.

Table 4.7 Cost reporting, billing, and payment requirement assessment questions and actions

4.6 Determining the return on investment of the proposed cloud services

4.6.1 The return on investment process

Table 4.8 Examples of ROI assessment data

Table 4.9 Examples of benefits and costs used in ROI calculations

4.6.2 Return on investment of moving to the cloud

Table 4.10 Aspects considered when evaluating the benefits of moving to cloud

4.6.3 Return on investment to compare cloud options

4.7 Defining and communicating a business case for cloud services

Table 4.11 Typical areas of conflict and uncertainty

4.7.1 Building a business case

4.7.2 Business case structure

4.7.3 Communicating a business case

4.8 Summary

CHAPTER 5 AGREE: NEGOTIATING AND PLANNING

5 Agree: Negotiating and planning

5.1 About the agree step

5.2 Agreeing and planning value co-creation

Table 5.1 Three fundamental service relationship types

5.3 Negotiating and agreeing a cloud service

5.4 Cloud service agreements

5.4.1 Customer agreement

5.4.2 Acceptable use policy

5.4.3 Service level agreement

5.4.4 Disputes

5.5 Shared responsibility model

5.5.1 Responsibilities owned by the CSP

5.5.2 Responsibilities mainly owned by the consumer organization

5.5.3 Shared responsibilities

5.6 Roles and responsibilities map

Table 5.2 The responsibilities of each entity

5.7 Charging models

5.8 Summary

CHAPTER 6 ONBOARD (AND OFFBOARD): MOVING TO THE CLOUD

6 Onboard (and offboard): Moving to the cloud

6.1 About the onboard step: general considerations

6.1.1 Planning for onboarding

6.1.2 Involving users in the onboarding plan

6.1.3 Establishing communication channels

6.1.4 Preparing users for the new services

6.1.5 Elevating mutual capabilities.

Table 6.1 Opportunities and ITIL guiding principles.

Notes:

Description based on publisher supplied metadata and other sources.

Description based on print version record.

Includes bibliographical references and index.

Other Format:

Print version: Limited, AXELOS ITIL 4: Acquiring and Managing Cloud Services

ISBN:

9780113318193

0113318197

OCLC:

1286430883