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.

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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2022. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.