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IT Service Management in a Cloud Environment: A Literature Review
Abstract
This paper strives for illustrating current research topics and identifying open issues in the field of IT service management (ITSM) in cloud environments. By conducting a literature review two research question were processed. First the relevant IS journals were analyzed about which aspects of ITSM in cloud environments are researched and published. Second research results about providing ITSM as a cloud service were sought. Several papers were found concerning ITSM or cloud computing and only a few considering both topics, but always only examining small aspects. Also the research reveals a gap between existing knowledge in the research field and in practice. However, some of the approaches seem to provide potential to develop a holistic view on ITSM in cloud environments and offer space for further research.
... Kahraman et al. [15] mention that in developing countries, the development wages are one third low compared with developed countries. Similarly, Heininger [16] underlined that due to the economic benefits, the client organizations of developed countries outsourcing their development activities to developing countries. Hence, the cloud computing make the outsourcing paradigm more easy and reliable as it provides the virtual accessibility of data and resources across globe [17]. ...
... Hence, the cloud computing make the outsourcing paradigm more easy and reliable as it provides the virtual accessibility of data and resources across globe [17]. The CGSD paradigm assists to educate the software practitioners with the updated tools and technologies used in developed countries and the market trends [16], [18]. ...
... Though, the following search string was develop using the keywords and their alternatives, aiming to explore the most potential literature from the selected databases. The keywords and their alternative were collected from the existing papers, i.e. [4], [8], [14], [16], [17], [35]. To formulate the search string, the Boolean ''OR'' and ''AND'' were used as presented below: ...
The software organizations widely consider the cloud based global software development (CGSD) as it offer the quality projects with low cast. The adoption of CGSD is challenging due to the geographical distance between practitioners. This study aims to identify and analyses the motivators that could positively impact the implementation of CGSD paradigm. The systematic literature review approach was applied to identify the CGSD motivators reported in the literature, and were further validated with industry experts using questionnaire survey study. Moreover, the fuzzy-AHP approach was applied to prioritize the investigated motivators concerning their significance for the successful adoption of CGSD. The findings of the study provide the prioritization-based taxonomy of the investigated motivators that assists the software organizations to develop and revise their strategies for the successful implementation of CGSD.
... 8 Kahraman et al. 15 highlighted that the skilled human resources are available at low cost in developing countries like India, Vietnam, and Pakistan. Heininger 16 further underlined that the client organizations prefer to outsource the software development activities to vendor organizations in developing countries where the development cost is much lower. Therefore, the services of CC make the dream of outsourcing true by providing the virtual accessibility of data and resources across the geographical boundaries. ...
... 17 The CSDO provides awareness regarding the international market trends, access to advance technological tools, shared storage, minimize capital expenditure, tracking of overseas teams, skillful human resources, and 24/7 development. 16,18 However, Jugdev et al. 19 underlined that CSDO is challenging at the same time. Cloud is a blended environment that consists of people having different cultural norms and values, physically separated, work in different time zones, and different languages and working environments. ...
... Search strings and their alternatives are selected from the existing studies. 4,8,14,16,17,36 Moreover, Boolean "OR" and "AND" operators are used to concatenate the keywords and their alternatives to develop the search strings. The following are the key terms used to develop the search strings: ...
Managing the cloud-based software development outsourcing (CSDO) activities across the geographically distributed development sites are much challenging. This study aims to identify the success factors (SFs) for CSDO and prioritize them based on their significance. To achieve this objective, we conducted a systematic literature review (SLR) and survey study with industrial and academic experts. Finally, we applied the analytical hierarchy process (AHP) to develop the framework based on the prioritization of the identified SFs. We believe that the findings of this study will assist the industry practitioners and researchers in developing effective strategies for the successful implementation of CSDO activities.
... Hybrid ITIL V3 Cloud (Heininger, 2012) ITIL V3 does not provide specific solutions for any types of Cloud adoption problems and expects organisations to resolve problems themselves. There are no any guidelines and recommendations for specific types of emerging Cloud adoption such as Mobile Clouds. ...
... The framework focuses more on the A proposed framework needs to Business Framework (CCBF; Chang et al., (2011 b;2011 c;2012; literature, process and methodology that leads to the development of the conceptual framework and how it can be useful for organisations and businesses with selected case studies. More case studies and recommendations should be focused on Cloud adoption challenges and issues to resolve. ...
... This section describes the development of Leeds Beckkett Cloud, which follows the recommendations from our previous work 2011 b;2011 c;2012 a;2012 b;2013 b;2013 b;2013 c;2013 d;2014 b;2014 c;2014 d;2014 f;2014 g;Chang and Ramachandran, 2014;2014 b) and the essence of this paper. All the Cloud projects are presented as follows: ...
This paper presents a selected review for Cloud Computing and explains the benefits and risks of adopting Cloud Computing in a business environment. Although all the risks identified may be associated with two major Cloud adoption challenges, a framework is required to support organisations as they begin to use Cloud and minimise risks of Cloud adoption. Eleven Cloud Computing frameworks are investigated and a comparison of their strengths and limitations is made; the result of the comparison is that none of them is able to deal with all the Cloud adoption challenges thoroughly and a new, comprehensive framework is required if organisations are to overcome these challenges. This ideal framework would ensure that benefits of Cloud adoption are maximised whilst minimising the risks of Cloud adoption.
... A search string is a combination of text, symbols, keywords and their alternatives used to extract the data from digital repositories [11,15,19,23,30,42]. The Boolean "OR" and "AND" the selected keywords and their alternative were concatenated: ...
... The importance of code recommendation system inspired us to identify the challenges that could hinder its effectiveness and efficiency. Using the systematic literature review, 19 challenges were investigated that are reported in state-of-theart literature and were "mapped into three core categories of" system process improvements. The investigated challenges and their categorization were further verified conducting the questionnaire survey study. ...
The recommendation systems plays an important role in today's life as it assist in reliable selection of common utilities. The code recommendation system is being used by the code databases (GitHub, source frog etc.) aiming to recommend the more appropriate code to the users. There are several factors that could negatively impact the performance of code recommendation systems (CRS). This study aims to empirically explore the challenges that could have critical impact on the performance of the CRS. Using systematic literature review and questionnaire survey approaches, 19 challenges were identified. Secondly, the investigated challenges were further prioritized using fuzzy-AHP analysis. The identification of challenges, their catego-rization and the fuzzy-AHP analysis provides the prioritization-based taxonomy of explored challenges. The study findings will assist the real-world industry experts and to academic researchers to improve and develop the new techniques for the improvement of CRS.
... Similarly, Kedia and Mukherjee [16] underlined that economic gain is one of the most significant factor that motivates the vendor organizations to outsource their development activities in developing countries. Heininger [17] further stated that the client organization outsource full or part of their development activities to developing countries as the development cost is three-time low than developed countries. ...
... The selection of appropriate repositories is important step to collect related data for the study [29]. In this research study, the following databases were considered for data extraction process: [16,17,[30][31][32][33]. The identified keywords and their alternative were further concatenated using Boolean ''OR'' and ''AND'' operators to develop the search string as follows: ...
Cloud-Based Outsource Software Development (COSD) is a new methodology adopted by organizations to develop software using teams of knowledge workers located across the globe using cloud computing services. However, there is a lack of understanding of challenges associated with successful execution of COSD projects. The objective of this study is to identify and prioritize the challenges that influence COSD projects. First, we conducted a Systematic Literature Review (SLR) and identified 21 challenges that impact COSD projects. Next, a questionnaire survey was developed based on the SLR findings to collect feedback from industry practitioners. Finally, we applied the Fuzzy Analytical Hierarchy Process (FAHP) to rank the identified challenges for COSD projects. We also present a prioritization-based taxonomy of the identified challenges which will help practitioners to focus on the critical areas for successful implementation of COSD projects.
... Cloud computing sustainably changes the way of generating, delivering and consuming IT services (Böhm et al. 2010a; Hoberg et al. 2012; Heininger et al. 2012). More specifically, cloud computing allows to establish a new provisioning model for IT and IT services (Böhm et al. 2009; Heininger 2012). Furthermore, rapidly changing, complex and competitive business environments call for highly scalable and flexible IT services. ...
... A literature review shows that there is only little work done on the impact of cloud computing and complex value-creation networks on the proven ITSM standards (e.g. ITIL) (Heininger 2012). Despite that, ITSM is acknowledged as an important element to handle responsibility and complexity in cloud computing value networks (Liu et al. 2011; Hamm/Yampolskiy 2008). ...
Cloud computing changes the way of delivering and consuming IT services. Due to increasing modularization and standardization, it is possible to deliver high scalable and flexible IT cloud-based services at an advantageous price. Therefore cloud computing supports the process of IT industrialization to a high extent. On the other hand the industrialization of IT involves the trend towards cloud-based value chains respectively value networks. Most of the IT service providers have to handle heterogeneous IT landscapes and their value networks including all upstream suppliers. Therefore a high degree of automation of computer center and especially service processes is necessary. However, the IT service providers cannot influence the upstream value networks, while they are fully responsible for the service delivery towards customers. Therefore, the current state of end-to-end IT Service Management (ITSM) for automated computer centers in heterogeneous IT landscapes will be analyzed to develop requirements for an ITSM value network solution. In order to achieve these objectives a threefold-approach will be used. Firstly, a literature review will be conducted to review existing ITSM solutions and to identify known problems. Secondly, explorative case studies will be conducted with experts from the field of ITSM and cloud computing to ensure a proper understanding, to gain deep insights and to develop requirements for an end-to-end ITSM framework. Finally the common ITSM standards will be reviewed and revised in order to develop standards. Accordingly, this thesis contributes to theory by developing the framework and enriching common ITSM standards on the basis of the value system theory. Practitioners benefit from being able to manage their heterogeneous IT landscapes and to modernize their ITSM by using those new standards.
... However, none of these works has presented a systematic process, sufficiently detailed, in order to be useful as a guide for IT managers throughout the steps and decisions involved in a typical migration to CC. Moreover, this work was also triggered by the absolute need to improve research in CC as well as in IT service management (ITSM) as identified by Robert Heininger [18]. A more detailed comparison of these tools can be found in [19]. ...
The decision of migrating information technology to cloud computing, by an organisation, encompasses various decisions that must be undertaken in order to minimise risks and to perform a smooth and accurate transition to the cloud. Accordingly, to migrate information technology services to the cloud in a straightforward way, with more control and in a more accurate way, the organisation must use the right tools. Having in mind the cloud computing focus on information technology services shared with the Information Technology Infrastructure Library and processes that have been tested by distinct organisations, it makes sense to research whether the Information Technology Infrastructure Library processes can be used in the migration to cloud computing. Accordingly, in this paper, we investigate, on the one hand, how Information Technology Infrastructure Library could be useful to the migration of services, applications and data to cloud computing, and on the other hand, we discuss how these processes help people to improve their skills in the knowledge accessibility. The research was validated with the implementation of a case study and with interviews with stakeholders of the whole process. With this research, we were able to verify that the ITIL could be used to support the migration to cloud computing.
... Research identifies IT service management as a necessity for service integration in multi-sourcing (Schermann et al., 2006;. IT service management covers the planning and controlling of provided IT services in terms of quality and quantity in alignment with requirements of business process, business customers, and cost (Heininger, 2012;Bernard, 2014). The Information Technology Infrastructure Library (ITIL) provides a best practice framework for the management of IT services that is considered as a de-facto-standard (Krcmar, 2010). ...
Over the last years, IT outsourcing customers have shifted their focus to multi-sourcing. To cope with the ever-increasing complexity of their multi-provider portfolios, companies aim to develop and hone their service integration capabilities. They adapt their IT organizations to enable more efficient and effective service management for their broad service landscapes. Nowadays, most IT service management implementations build on best practice of the IT Infrastructure Library (ITIL). ITIL, however, does neither reflect multi-tenant sourcing models nor end-to-end service integration. IT service management needs to evolve to meet the new requirements of service integration. So far, however, there is a lack of guidance on how to adequately adapt IT service management for integration of multiple sourcing arrangements. Our research contributes to both theory and practice by developing a ranking of IT service management processes according to their importance for service integration success. For three important processes, we then reveal adequate implementations and process designs derived from real-life scenarios. Our results are developed during an multi-stage research study, incorporating insights from expert interviews, a quantitative questionnaire study, and case study research. The insights gained should enable multi-sourcing customers to build more successful service integration solutions, as well as academics to shape future research in this area.
... IT service management stands for a process to plan and to control the quality and quantity of provided IT services considering the objectives of business processes, customer orientation and cost optimization (Kopperger, Kunsmann, & Weisbecker, 2009, p. 129) and can be defined as "[…] a set of specialized organizational capabilities for providing value to customers in the form of services" (OGC, 2007, p. 15). A literature review by Heininger (2012) concludes that there is only little work done on the impact of cloud computing and complex value-creation networks on the proven ITSM standards (e.g. ITIL). ...
... IT service management stands for a process to plan and to control the quality and quantity of provided IT services considering the objectives of business processes, customer orientation and cost optimization (Kopperger, Kunsmann, & Weisbecker, 2009, p. 129) and can be defined as "[…] a set of specialized organizational capabilities for providing value to customers in the form of services" (OGC, 2007, p. 15). A literature review by Heininger (2012) concludes that there is only little work done on the impact of cloud computing and complex value-creation networks on the proven ITSM standards (e.g. ITIL). ...
Cloud computing changes the way of delivering and consuming IT services. Due to increasing modularization and standardization, it is possible to deliver highly scalable and flexible cloud-based IT services at a superior price point. Therefore, cloud computing supports the process of IT industrialization to a high extent. Furthermore, the industrialization of IT entails a trend towards cloud-based value chains or service value network. Thus, most of the IT service providers have to handle heterogeneous IT landscapes and their service value networks including all upstream suppliers.
This paper provides an overview on recent research concerning these particular topics by conducting a literature review on heterogeneous IT landscapes and IT service management. The review showed that there is a large body of knowledge for each of the research domains (IT service management, cloud computing, heterogeneous IT landscapes). However, there is little research that integrates these domains. Hence, research on IT service management and cloud computing is still limited and no research could be found concerning heterogeneity in IT service management in the context of cloud computing.
Based on the discovered research gaps a research agenda is proposed and a first draft for a framework structuring research on heterogeneity in IT service management is presented. Two conceptual models are presented to measure and visualize heterogeneity in IT service management. Also the drivers of heterogeneity in IT landscapes are summarized. Both models offer a basic approach for future research.
... Pröhl et al. [37] point out that the impact of cloud services on IT service management has not yet been adequately researched. Furthermore, in a literature review Heininger [20] could identify only four publications referring to the service desk function and corresponding processes in a cloud provider environment, while requirements for such a service desk are not researched at all. ...
With an increasing use of cloud services, cloud service providers are forced to professionalize their service delivery. A service desk supports cloud service providers in this challenge. It can support a professional handling of an increasing number of service requests and it addresses the need for a stronger customer orientation as single and reliable point of contact for customers. Despite the growing importance of a service desk for cloud service providers, research and best practices in this area are still limited. The objective of this paper is to propose a set of requirements for a modern service desk for cloud service providers. Through a systematic literature review success factors for cloud service providers are defined. In a further step, a set of functional and non-functional requirements that contribute to the previously mentioned success factors are derived.
Global warming will affect not only the present generation but also future generations. The carbon footprint created by traditional energy sources highlights the need to reduce energy consumption in all possible areas, including the grid. Along with the rapid progress of information and communication technology (ICT), the ability to access the World Wide Web is also on the rise. New networks and servers are introduced regularly, but many of these busy networks are underutilized in terms of time and space. Green grids come to the rescue through more efficient implementation of energy-efficient grid technologies or the use of energy-efficient equipment. The main aim of Green Networking is to provide an energy-optimized model for data centers. There are four lines of research on different interpretations of the causes of energy loss: Interface Proxy, Green Grid from Energy-aware applications, Energy-aware Infrastructure, and Adaptive Link Rate. In this paper, we have summarized the results of some studies on green IT.KeywordsGreen networkingEnergy-aware applicationsInformation and computing technologyEnergy-aware infrastructureInterface proxyingAdaptive link rate
Distributed computing is an incredible region of information and correspondence progressions, introducing current challenges for environmental security. These advances have a diversity of use spaces, since they offer flexibility, are trustworthy and dependable, and offer prevalent at tolerably negligible exertion. The conveyed figuring rebellion is updating current frameworks organization, and offering promising biological protection prospects, for example, money related and inventive field of premium. The developments can improve quality yield and to shrink carbon impressions and (e-)waste. The structures can change by dispersed processing into green circulated registering. Finally, future research headings and open issues with respect to green circulated registering are shown. This outline is intended to fill in as best in class bearing to investigate green distributed computing.
This chapter presents a selected review for Cloud Computing and explains the issues and risks of adopting Cloud Computing in a business environment. Although all the risks identified may be associated with two major Cloud adoption challenges, a framework is required to support organisations as they begin to use Cloud and minimise risks of Cloud adoption. Eleven Cloud Computing frameworks are investigated and a comparison of their strengths and limitations is made. The result of the comparison is that none of them can deal with all the Cloud adoption challenges thoroughly and a new, comprehensive framework is required if organisations are to overcome these challenges. This proposed framework would ensure that benefits of Cloud adoption are maximised whilst minimising the risks of Cloud adoption and can integrate existing and new projects with Leeds Beckett Cloud.
Public and federal agencies from countries around the world are increasingly providing information technology based services via the Internet-known as e-government. Several of the general requirements of e-government services are satisfactorily met by the emerging Cloud Computing paradigm that promises a number of benefits such as service elasticity (the ability to handle peaks and troughs of demands); optimization of costs; capacity to handle large volumes of data; and a generalized model of Internet-based access for end-users. For this reason, it is no surprise that Cloud related technologies are gradually leveraging e-government platforms. In this chapter, a support framework is outlined that complies with and extends the well-known ITIL (Information Technology Infrastructure Library) set of best practices for IT (Information Technology) service management. It is suggested that the proposed framework can be usefully deployed to assist in the process of migrating e-government services provision to the Cloud Computing environment.
This chapter presents a selected review for cloud computing and explains the issues and risks of adopting cloud computing in a business environment. Although all the risks identified may be associated with two major cloud adoption challenges, a framework is required to support organisations as they begin to use cloud and minimise risks of cloud adoption. Eleven cloud Computing frameworks are investigated and a comparison of their strengths and limitations is made. The result of the comparison is that none of them can deal with all the cloud adoption challenges thoroughly and a new, comprehensive framework is required if organisations are to overcome these challenges. This proposed framework would ensure that benefits of cloud adoption are maximised whilst minimising the risks of cloud adoption and can integrate existing and new projects with leeds beckett cloud.
Cloud computing that provides cheap and pay-as-you-go computing resources is rapidly gaining momentum as an alternative to traditional IT Infrastructure. As more and more consumers delegate their tasks to cloud providers, Service Level Agreements(SLA) between consumers and providers emerge as a key aspect. Due to the dynamic nature of the cloud, continuous monitoring on Quality of Service (QoS) attributes is necessary to enforce SLAs. Also numerous other factors such as trust (on the cloud provider) come into consideration, particularly for enterprise customers that may outsource its critical data. This complex nature of the cloud landscape warrants a sophisticated means of managing SLAs. This paper proposes a mechanism for managing SLAs in a cloud computing environment using the Web Service Level Agreement(WSLA) framework, developed for SLA monitoring and SLA enforcement in a Service Oriented Architecture (SOA). We use the third party support feature of WSLA to delegate monitoring and enforcement tasks to other entities in order to solve the trust issues. We also present a real world use case to validate our proposal.
One of the network and services management problems is security, either in preventing attacks and using computational mechanisms to protect data and systems or in administrative matters, which involves not just what needs to be protected, but also what security service levels will be delivered. This paper explores Service Level Agreements for Security or just Sec-SLAs. Is tried to provide an overview on the subject, the difficulties faced during the security metrics definition process and the Sec-SLA monitoring, as well as an analysis on the Sec-SLA role in new paradigms like cloud computing.
Cloud computing has recently emerged as a new paradigm for hosting and delivering services over the Internet. Cloud computing
is attractive to business owners as it eliminates the requirement for users to plan ahead for provisioning, and allows enterprises
to start from the small and increase resources only when there is a rise in service demand. However, despite the fact that
cloud computing offers huge opportunities to the IT industry, the development of cloud computing technology is currently at
its infancy, with many issues still to be addressed. In this paper, we present a survey of cloud computing, highlighting its
key concepts, architectural principles, state-of-the-art implementation as well as research challenges. The aim of this paper
is to provide a better understanding of the design challenges of cloud computing and identify important research directions
in this increasingly important area.
KeywordsCloud computing-Data centers-Virtualization
Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on
their benefits to the Information Technology (IT) department and the business units. An international survey of 491 firms
was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on
how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges
of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results
indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that
as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented
ITIL processes. Implications for practitioners and researchers are also discussed.
KeywordsIT Infrastructure Library–IT Service Management–Best Practice–ITIL–ITSM–IT Services
Cloud computing technologies are changing the way in which services are deployed and operated nowadays, introducing advantages such as a great degree of flexibility (e.g. pay-peruse models, automatic scalability, etc.). However, existing offerings (Amazon EC2, GoGrid, etc.) are based on proprietary service definition mechanisms, thus introducing vendor lock-in to the customers who deploy their services on those clouds. On the other hand, there are open standards that address the problem of packaging and distributing virtual appliances (i.e. complete software stacks deployed in one or more virtual machines), but they have not been designed specifically for clouds. This paper proposes a service specification language for cloud computing platforms, based on the DMTF's Open Virtualization Format standard, extending it to address the specific requirements of these environments. In order to assess the feasibility of our proposal, we have implemented a prototype system able to deploy and scale service specifications using the proposed extensions. Additionally, practical results are presented based on an industrial case study that demonstrates using the software prototype how to automatically deploy and flexibly scale the Sun Grid Engine application.
Abstract Distributed systems increasingly span organizational boundaries and, with this, system and service management domains. Web services are the primary means of exposing services to clients, be it in electronic commerce, Software- as-a-Service (SaaS) or on cloud platforms and are being used and integrated with customer-managed,applications as well as in complex mashups. Maturing cross-domain rela- tionships and an increase in loose coupling and ad-hocness makes managing configuration changes, e.g., changes in interfaces or endpoints, increasingly relevant. Traditional service management processes within organizations, in par- ticular change management, relies on a central configura- tion management,database (CMDB) to assess the impact a change,has on other components,of the system. How- ever, this approach does not work in a cross-domain en- vironment, due to the lack of a central CMDB, centralized management processes, and knowledge by service providers which clients depends,on their respective services. This paper proposes the Change 2.0 approach,to cross-domain
The increasing complexity and dynamics in IT infrastructure and the emerging Cloud services present challenges to timely incident/problem diagnosis and resolution. In this paper we present a problem determination platform with multi-dimensional knowledge integration (e.g. configuration data, system vital data, log data, related tickets) and enablement for efficient incident and problem management of the enterprise. Three features of the platform are discussed: automated ticket classification, the automated association of resource with tickets based on integration with configuration database, and the collection of the system vitals relevant to the ticket through integration with monitoring systems. In response to the emerging Cloud services and their highly dynamic service operation context, we identify the need for a proactive service management approach which incorporates configurations and deployment of incident management tools, policies, and templates throughout the service life cycle in order to enable effective and efficient incident management in service operation.
Applications increasingly make use of the distributed platform that the World Wide Web provides - be it as a Software-as-a-Service such as salesforce.com, an application infrastructure such as facebook.com, or a computing infrastructure such as a "cloud". A common characteristic of applications of this kind is that they are deployed on infrastructure or make use of components that reside in different management domains. Current service management approaches and systems, however, often rely on a centrally managed configuration management database (CMDB), which is the basis for centrally orchestrated service management processes, in particular change management and incident management. The distribution of management responsibility of WWW based applications requires a decentralized approach to service management. This paper proposes an approach of decentralized service management based on distributed configuration management and service process co-ordination, making use RESTful access to configuration information and ATOM-based distribution of updates as a novel foundation for service management processes.
With the rise of a ubiquitous provision of computing resources over the past years, cloud computing has been established as
a prominent research topic. In contrast to many other research works, this paper does not focus on technical aspects of cloud
computing but rather takes a business perspective. By taking this perspective we examine the ecosystem that has developed
around cloud computing. Here, new market players emerged, breaking up the traditional value chain of IT service provision.
In this paper we describe the roles of different market actors and develop a generic value network of cloud computing, using
the e3-value method. Based on interviews with domain experts we were able to draw first estimates regarding possible future value
streams within the ecosystem. Extending the prevailing technical perspective of cloud computing, this paper shifts the focus
to a broader understanding of business opportunities and business value. Researchers can apply the developed generic value
network as an analytical framework to guide their research, while practitioners might apply it to position themselves in the
cloud computing market and identify possible business opportunities.
The rise of utility in cloud computing and telecommunications has introduced greater complexity in the provisioning and performance management of remote services. We propose extended management strategies for this complexity. Our overall aim is for the management to accept responsibility for the complex service in an open marketplace. Responsibility is, firstly, defined by aiming to cover the totality of modern complex services, managing both the connectivity and virtual infrastructure. Secondly, responsibility is further defined as managing risk and resilience in the provisioning and operation of the complex service. With these aims, we are working towards a bundled service provider agent architecture, which can negotiate on the open service market. This approach aims to also optimise the utilisation of the providers infrastructure while reducing the risk of failure to users through total service management. We present the specification, design and simulation of the bundled service agents in a marketplace environment.
Change management in a cloud environment is often complicated by the different needs of the cloud clients. Changes are not applied all at once. For example, a client may require that a change to the Platform-as-Service (PaaS) instance assigned to it must only be done on the weekend while another client allows for the change to be done at any time. The time periods at which changes can be applied may be specified in SLAs. A change deployment schedule for making changes to PaaS instances often depends on the cloud provider policies and on the SLAs between the clients and the cloud provider. Different sets of cloud provider policies may result in different deployment schedules. Changes are not always successful. This may result in a change being unsuccessful and a return to a previous state in order to re-start the change. Neither is desirable since it may be impact SLA guarantees such as service availability or service time that could result in the cloud provider paying out penalties. Since changes are not all applied at once it may be desirable to modify the change deployment schedule. For example, if an operator is not highly skilled or if the change's complexity is higher than expected then it may be preferable to apply the change during a time period when there are relatively few customers in order to minimize SLA violations. This paper shows how strategy trees can be incorporated into an autonomic change management system that could result in a switch of cloud provider policy sets to determine a new deployment schedule on the fly. Our experiments show that this approach can save time while minimizing SLA violations.
Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 491 firms was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented ITIL processes. Implications for practitioners and researchers are also discussed.
The emerging cloud-computing paradigm is rapidly gaining momentum as an alternative to traditional IT (information technology). However, contemporary cloud-computing offerings are primarily targeted for Web 2.0-style applications. Only recently have they begun to address the requirements of enterprise solutions, such as support for infrastructure service-level agreements. To address the challenges and deficiencies in the current state of the art, we propose a modular, extensible cloud architecture with intrinsic support for business service management and the federation of clouds. The goal is to facilitate an open, service-based online economy in which resources and services are transparently provisioned and managed across clouds on an on-demand basis at competitive costs with high-quality service. The Reservoir project is motivated by the vision of implementing an architecture that would enable providers of cloud infrastructure to dynamically partner with each other to create a seemingly infinite pool of IT resources while fully preserving their individual autonomy in making technological and business management decisions. To this end, Reservoir could leverage and extend the advantages of virtualization and embed autonomous management in the infrastructure. At the same time, the Reservoir approach aims to achieve a very ambitious goal: creating a foundation for next-generation enterprise-grade cloud computing.
CLOUD COMPUTING, the long-held dream of computing as a utility, has the potential to transform a large part of the IT industry, making software even more attractive as a service and shaping the way IT hardware is designed and purchased. Developers with innovative ideas for new Internet services no longer require the large capital outlays in hardware to deploy their service or the human expense to operate it. They need not be concerned about overprovisioning for a service whose popularity does not meet their predictions, thus wasting costly resources, or underprovisioning for one that becomes wildly popular, thus missing potential customers and revenue. Moreover, companies with large batch-oriented tasks can get results as quickly as their programs can scale, since using 1,000 servers for one hour costs no more than using one server for 1,000.
Measuring IT security management performance is different and usually more difficult than other kinds of measurement. Quantifying IT security in general is difficult, additionally IT infrastructures differ strongly from each other, consist of heterogeneous components and change permanently. However, IT security needs the attention not only from specialized IT security staff, but also from general management. The critical point thus is the development of a set of suitable key performance indicators. This paper describes the creation of a set of performance indicators to be used in cross-organizational security settings on the basis of two qualitative empirical studies. Indicators were developed for organizations acting either as service providers or as service consumers.
The popularization of social computing leads to the virtualization of enterprise IT resources, IT staff and IT service operation. Based on the knowledge body and best-practices from ITIL v3, this paper raised a distributed ITSM implementation model that fully incorporates social computing model, with special emphasis laid upon Extended Service Desk and IT Service Management Platform, and integration with relevant IT service resource clouds. Through brief application value analysis, this model will promote all-win cooperation between relevant parties, and help promote the adoption and application of ITSM.
At IBM®, we developed a set of user roles that describe the tasks of the people who interact with any cloud based Information Technology system. The three core roles of Cloud Service Creator, Cloud Service Provider, and Cloud Service Consumer create the base for reflecting the close interaction between developers, providers, and consumers in order to achieve the optimum service flow. The development of a single role as well as the entire taxonomy of roles is guided by a framework of governing principles.
Our paper will first present an overview of the user roles and basic framework. Then we will present a series of examples and best practices for interpreting and applying the roles in the design and operation of cloud computing solutions.
The term cloud computing is sometimes used to refer to a new paradigm – some authors even speak of a new technology – that
flexibly offers IT resources and services over the Internet. Gartner market research sees cloud computing as a so-called “emerging
technology” on its way to the hype. When looking at the number of searches for the word pair “cloud computing” undertaken
with the Google search engine one can get an imagination of the high interest on the topic. Even terms like “outsourcing”,
“Software-as-a-Service (SaaS)” or “grid computing” have already been overtaken.
With the significant advances in Information and Communications Technology (ICT) over the last half century, there is an increasingly perceived vision that computing will one day be the 5th utility (after water, electricity, gas, and telephony). This computing utility, like all other four existing utilities, will provide the basic level of computing service that is considered essential to meet the everyday needs of the general community. To deliver this vision, a number of computing paradigms have been proposed, of which the latest one is known as Cloud computing. Hence, in this paper, we define Cloud computing and provide the architecture for creating Clouds with market-oriented resource allocation by leveraging technologies such as Virtual Machines (VMs). We also provide insights on market-based resource management strategies that encompass both customer-driven service management and computational risk management to sustain Service Level Agreement (SLA)-oriented resource allocation. In addition, we reveal our early thoughts on interconnecting Clouds for dynamically creating global Cloud exchanges and markets. Then, we present some representative Cloud platforms, especially those developed in industries, along with our current work towards realizing market-oriented resource allocation of Clouds as realized in Aneka enterprise Cloud technology. Furthermore, we highlight the difference between High Performance Computing (HPC) workload and Internet-based services workload. We also describe a meta-negotiation infrastructure to establish global Cloud exchanges and markets, and illustrate a case study of harnessing ‘Storage Clouds’ for high performance content delivery. Finally, we conclude with the need for convergence of competing IT paradigms to deliver our 21st century vision.
Contract Management Processes play a central role in Management of Cloud Services and require suitable software solutions to support it. Contracts for the Cloud must combine international legal, financial, technical and operational aspects in a concise and expressive form, able to drive the business, but also to minimize any controversy in case of problems. Moreover, it must cover a wide range of scenarios: from well-known standard situations (e.g. to provide email, web hosting or housing to private and small companies) to highly customized ones (Government, large companies and strategic customers may have very specific requests which also affect contracts). In all cases software support is essential, during the whole contract lifecycle, from definition to execution, up to the conclusion. In this scenario we propose an approach to Cloud Services' Contract Management (CM), which includes process and information modeling, and in this paper we discuss the validation of information modeling in a focus group of Small and Medium Enterprises (SMEs) .
Cloud computing carries the promise of providing powerful new models and abstractions that could transform the way IT services are delivered today. In order to establish the readiness of clouds to deliver meaningful enterprise-class IT services, we identify three key issues that ought to be addressed as first priority from the perspective of potential cloud users: how to deploy large-scale distributed services, how to deliver high availability services, and how to perform problem resolution on the cloud. We analyze multiple sources of publicly available data to establish cloud user expectations and compare against the current state of cloud offerings, with a focus on contrasting the different requirements from two classes of users -- the individual and the enterprise. Through this process, our initial findings indicate that while clouds are ready to support usage scenarios for individual users, there are still rich areas of future research to be explored to enable clouds to support large distributed applications such as those found in enterprise.
A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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09 21): Kein Cloud Computing ohne IT Service Management
- S Koll
Koll, S. (2010, 09 21): Kein Cloud Computing ohne IT Service Management. Positionspapier
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Measure, assess and compare perceived quality of cloud service types
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Description and application of core cloud user roles
- T Bleizeffer
- J Calcaterra
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- B Schmidt-Wesche
- P Sohn
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Symposium on Computer Human Interaction for Management of Information
Technology, Boston (USA) pp. 1-9.
Positionspapier itSMF e.V. -Cloud Computing und IT Service Management
- H.-P Fröschle
- J Dierlamm
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- M Henneberger
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- H Sirtl
Fröschle, H.-P.; Dierlamm, J.; Glasner, K.; Henneberger, M.; Meyer-Spasche, G.; Sirtl, H.
(2010): Positionspapier itSMF e.V. -Cloud Computing und IT Service Management.
itSMF Deutschland e.V., 2010.
Kein Cloud Computing ohne IT Service Management. Positionspapier Cloud Computing und IT Service Management
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Koll, S. (2010, 09 21): Kein Cloud Computing ohne IT Service Management. Positionspapier
Cloud Computing und IT Service Management.