UNIT - 3

CLOUD SERVICE MANAGEMENT

Cloud Service Reference Model, Cloud Service Life Cycle, Basics of Cloud Service
Design, Dealing with Legacy Systems and Services, Benchmarking of Cloud Services,
Cloud Service Capacity Planning, Cloud Service Deployment and Migration, Cloud
Marketplace, Cloud Service Operations Management.

CLOUD SERVICE REFERENCE MODEL (CSRM)

​ Definition: It is a conceptual framework which provides a structured approach to

understanding and categorizing various components and aspects of cloud services and
their management.

​ It aims to standardize the terminology and concepts related to cloud computing.

​ It helps organizations navigate the complexities of cloud services and effectively

manage them.

​ Goal: It is used for understanding the relationships and interactions between different

components in cloud services and their management.

​ It helps organizations effectively plan, design, deploy, and manage cloud services

while ensuring a clear understanding of roles, responsibilities, and expectations for all
parties involved.

​ Basic Service management Concepts: (Key components) - Terminologies

1. Service Management – The special capabilities of business needs

2. Organization (A person or group of persons who have their own function, with
their own responsibilities, authorities, and relationships)
3. Service Consumers
4. Service Providers
5. Product – Offers a value for a consumer
6. Resources – It is sued to configure the products
7. Value – the perceived benefits, usefulness and importance of something
8. Service Relationship – Define the relationship between service providers and
service consumers
 9. Service Offering – Services satisfy a specific customer
10. Service Relationship management
11. Service Provision – Activities performed by service providers to provide
services.
12. Service Consumption
13. Service Contract - The service contract outlines the terms and conditions under
which the service is provided. (pricing, usage policies, performance metrics)
14. Service Level Agreements (SLAs) – It specifies the agreed-upon levels of service
performance and availability that the provider commits to delivering to the
consumer.
15. Service Quality Metrics - the measurements used to assess the quality and
performance of the cloud service
16. Service Administration – It encompasses tasks related to managing the
configuration, security, and compliance of the service.
17. Service Deployment and Orchestration – It involves the process of deploying,
configuring, and managing cloud services to ensure they run efficiently and
effectively (Automation).
18. Service Data - The data associated with the cloud service, including user data,
application data, configurations, and any other information required for the
service to function properly.
19. Service Catalog

​ Cloud Service Reference Model:

 CLOUD SERVICE LIFE CYCLE
​ Definition: It refers to the stages and processes that a cloud service goes through

from its initial planning and design to its eventual retirement.

​ It encompasses all the activities and considerations involved in the creation,

deployment, management, optimization, and eventual removal of cloud services within

an organization's cloud environment.

​ Goal:

1. Efficient Service Delivery - It aims to ensure that cloud services are delivered
efficiently, meeting users' needs and expectations while aligning with business
objectives.
2. Scalability and Adaptability
3. Optimization - Continuously optimizing services to improve performance, resource
utilization, and cost efficiency.
4. Security and Compliance - Ensuring that services meet security standards and
regulatory compliance throughout their lifecycle.
5. Innovation - Encouraging innovation by facilitating the introduction of new features,
technologies, and improvements to the services.
6. Cost Management - Managing costs effectively by optimizing resource usage,
monitoring expenditures, and eliminating unnecessary services.

​ Different Roles:

1. Service Owner - The individual or team responsible for the overall strategy, design,
and management of the cloud service throughout its lifecycle.

2. Service Provider - The entity that delivers the cloud service, which can be an
internal IT team or a third-party provider.

3. Service Users - The individuals, departments, or external customers who consume

and interact with the cloud service.

​ Conditions:

1. Alignment with Business Needs

2. Continuous Monitoring and Improvement
​ Different Phases of Cloud service Life Cycle:

1. Planning and Design – It defines the service's purpose, requirements, architecture,

and design.
- The initial plan includes objectives, scope, resources, and a high-level roadmap.
2. Deployment and Provisioning - The service is deployed based on the design,
utilizing infrastructure resources such as virtual machines, containers, and
networking components.
- Provisioning involves setting up users, access controls, and configurations.
3. Management and Operations - It involves day-to-day management, monitoring,
scaling, performance optimization, security enforcement, and compliance
maintenance.
4. Scaling and Optimization - As usage patterns change, the service may need to be
scaled up or down to ensure optimal performance and cost-effectiveness.
Optimization efforts focus on resource utilization and efficiency.
5. Updates and Upgrades - Regular updates, patching, and upgrades are performed to
enhance functionality, security, and compatibility. This includes testing and
validation to prevent disruptions.
6. Monitoring and Analytics - Ongoing monitoring of the service's performance, usage,
and security helps identify issues and trends. Analytics provide insights for making
informed decisions.
7. End-of-Life and Decommissioning - When a service is no longer needed or becomes
obsolete, it is retired in a controlled manner. Data may be migrated, and resources
are released.
8. Configuration and Customization - Once deployed, the resource may require
configuration adjustments and customization to align with specific business needs
and user requirements.
9. Data Management and Backup
10. Cloud Cleanup
 BASICS OF CLOUD SERVICE DESIGN
​ Goal: To create an efficient, reliable, and scalable solutions that leverage the

capabilities of cloud computing to meet the specific needs of an organization or

application. It supports the users through a service catalog.

​ Primary objectives:

1. Scalability and flexibility

2. Reliability and availability
3. Optimized resource optimization
4. Security
5. Better User experience
6. Effective performance
7. Interoperability
8. Innovation and Agility
9. Disaster recovery and business continuity
10. Elasticity

​ Steps involved in cloud service design:

1. Assessment and Analysis - Workload assessment (identify current IT

landscape, business needs)
2. Business Objectives and Alignment (vision and objectives)
3. Selection of suitable Deployment Models
4. Selection of suitable Service Models to align with the business goals
5. Governance and policies (security, compliance, data management and
budgeting)
6. Data Management and Governance – Define how data will be managed, stored,
and accessed in the cloud. Establish data governance policies to ensure data
quality, privacy, and compliance.
7. Cost Management
8. Migration Plan
 9. Vendor Selection - Evaluate and choose a cloud service provider based on
factors such as service offerings, pricing, geographic availability, reliability, and
support.
10. Performance and Scalability

11. Resilience and Disaster Recovery

12. Training and Skill Development
13. Change Management and Training
14. Performance Monitoring and Management
15. Continuous Improvement
16. Communication and Reporting

​ A service catalog: It is a listing of services from which a user can choose, thus

initiating the cloud service provisioning process.

​ Different types of users considered for service catalog:

a. Development team
b. R&D groups
c. The application team in charge of building and maintaining internal applications

​ Cloud Service Design

❖ It helps the balance between customize offering to the users along with tight controls
on the services in the cloud environment.
❖ Attributes of service catalog:
1. Operating systems
 2. Middleware stacks
3. Applications offered
4. Networking options – for both simple network configuration and multi-tenancy
support
5. Compliance packages
6. Monitoring tools
7. Service levels
8. Prices associated with each component, if desired
❖ Advantages:
1. Security
2. Cost Saving or cost Efficiency
3. Efficiency
4. Flexibility and Scalability
5. Rapid Recovery
6. Increased Convenience – easy accessing
7. Speed and Productivity
8. Strategic Value [ competitive edge to businesses - business agility and customer
satisfaction]
9. Multi-tenancy (multiple customer share the underlying models)
10. Service and innovation (use many API and use flexible cloud tools and
environments to build new and innovative applications and process)
11. Standards
12. Sustainability
13. Rapid deployment
14. Access to advanced technologies
15. Reduced IT Management Burden
16. Competitive advantage
 DEALING WITH LEGACY SYSTEMS AND SERVICES
❖ Legacy systems: It is any outdated computing system, hardware or software that is
still in use. Ex.: Microsoft windows 7 (no longer supported after 2020)
❖ Example for Legacy Systems : COBOL, SAP, Lotus Notes
❖ Primary challenge in legacy Systems: It often built on outdated technologies and
software, which may not be compatible with modern cloud platforms.
❖ Condition for migration of legacy systems into cloud: Data need to be restructured
or reformatted or re-architected before it can be successfully migrated into the cloud.
❖ Criteria to migrate from legacy systems to cloud:
1. Compatibility assessment (restructure, refactoring, reengineering)
2. Business impact
3. Cost benefit analysis
4. Risk analysis
5. Security and compliance
6. Data migration strategy
7. Performance and scalability
8. Integration strategy
9. User experience
10. Training and knowledge transfer
❖ Steps involved to manage legacy systems in cloud:
1. Assessment and Inventory
2. Prioritization (based on goals, technical feasibility, potential impact) – Analyze
for the suitable for migration
3. Refactoring or replatform
4. Integration strategy (API, middleware tools)
5. Data Migration
6. Hybrid approach (local and cloud services in the legacy systems)
7. Security and compliance
8. Testing and validation
9. Monitoring and management (track the performance)
 10. Training and support
11. Retirement strategy (migrate from legacy systems to cloud)
12. Documentation
13. Continuous improvement
14. Communication (maintain communication with stakeholders about the
progress, benefits, challenges of the transition)

BENCHMARKING OF CLOUD SERVICES

​ Goal of Benchmarking in cloud services: It is the process of evaluating and

comparing the performance, capabilities, and characteristics of various cloud service

providers or offerings against specific criteria or standards.

​ Primary Purpose: It helps the organizations make informed decisions when selecting

a cloud service provider, determining resource allocation, assessing service quality,

and optimizing their cloud infrastructure.

​ Need for Benchmarking: The following functionalities need to be achieved

1. Security
2. Cost Saving or cost Efficiency
3. Efficiency
4. Flexibility and Scalability
5. Rapid Recovery
6. Increased Convenience – easy accessing
7. Speed and Productivity
8. Strategic Value [ competitive edge to businesses - business agility and
customer satisfaction]
9. Multi-tenancy (multiple customer share the underlying models)
10. Service and innovation (use many API and use flexible cloud tools and
environments to build new and innovative applications and process)
11. Standards
12. Sustainability
13. Rapid deployment
 14. Access to advanced technologies
15. Reduced IT Management Burden
16. Competitive advantage

​ Solution: Need to identify the best service provider

​ Cloud Strategy: It helps organizations align their cloud strategy with their

performance, cost, security, and scalability needs, ensuring that they make the best
choices for their unique circumstances.

​ Basic Requirements:

a. Careful planning
b. Accurate measurement techniques
c. Deep understanding of the organization's requirements

​ Different ways of implement benchmarking techniques:

1. Performance Evaluation (factors - speed, memory usage, storage performance,

network latency, and data transfer rates)
2. Comparative analysis
3. Standardized metrics
4. Workload simulation (access the cloud services under various conditions)
5. Resource scaling (based on demand)
6. Cost – effective analysis
7. Service level agreements
8. Security and compliance
9. Continuous improvement

​ Different Benchmarking Techniques:

1. Workload benchmarking
2. Application benchmarking
3. Standardized benchmarking
4. Cloud storage benchmarking
5. Network benchmarking
6. Cost Benchmarking
7. Scaling Benchmarking
 8. Cloud Provider Comparison
9. Real-Time Monitoring and Analysis
10. User Experience Benchmarking

​ Example of Benchmarking Tools:

a. iperf - measure network throughput

b. ipref3 – measure network bandwidth and throughput
c. wrk – Measure HTTP applications
d. YCSB (Yahoo Cloud Serving Benchmark) – measure NoSQL databases
e. UnixBench – system performance
f. Geekbench – CPU and memory performance
g. SPEC CPU Benchmark – system performance
h. TPC Benchmarks (Transaction Processing Performance Council)

CLOUD SERVICE CAPACITY PLANNING

​ Definition of cloud service planning: It refers to the process of determining the

optimal amount of computing resources, required to meet the demands of an

organization's applications and workloads hosted in a cloud environment.

​ Different types of Resources:

a. Virtual Machine – instance of OS and associated software run in physical server

b. Storage
c. Networking
d. Database
e. Containers and orchestration (configuration of multiple tasks)
f. AI and machine learning services
g. Analytics and Big data analytics
h. Monitoring and management tools

​ Scaling of resources: Users can scale resources up or down as needed, enabling

flexibility, scalability, and cost efficiency in managing their applications and services.

​ Accessing the services or resources: These resources are hosted in data centers and
are made available to users over the internet.
​ It aims to match demand with available resources.

​ Situation suitable to implement capacity Planning: It is implemented as an ongoing

and proactive process throughout the lifecycle of your cloud-based applications and
services.

​ It is a continuous and Iterative process

​ Need for Capacity planning:

a. Resource optimization
b. Cost management
c. Performance and user experience
d. Scalability
e. Availability and Redundancy
f. Data Management
g. Infrastructure agility
h. Security and compliance
i. Environmental sustainability

​ Goal of efficient capacity planning:

a. Forecasting future resource needs

b. Ensuring that the cloud resources are efficiently utilized
c. Preventing any performance bottlenecks or service disruptions due to
insufficient capacity.
d. Maintain balance between providing a responsive and reliable service to users
(avoid under-provisioning and over-provisioning)

​ Key factors considered for efficient capacity planning:

a. Application Analysis
b. Performance monitoring
c. Forecasting
d. Resource Sizing
e. Elasticity and Scalability
f. Cost optimization – Select the most effective resource configuration
 g. Testing and simulation (before implementing changes 🡪 validate the capacity

planning decisions)
h. Regular review (planning is ongoing process)
i. Cloud provider services (managed services and tools)

​ Strategic steps for effective capacity planning:

a. Define business goals and objectives

b. Data Analysis
c. Forecast future demand
d. Resource sizing and selection
e. Implement scalability strategies
f. Redundancy and High availability
g. Testing and simulation
h. Cost analysis and optimization
i. Monitoring and Real-time Insights
j. Regular review and Iteration
k. Collaboration and communication

​ Factors for updation in the capacity planning:

a. Changing business needs

b. User behaviors
c. Technological advancements
 ​ Advantages of Capacity
Planning:
a. Optimal Resource Utilization
b. Cost efficiency
c. Performance optimization
d. Scalability and flexibility
e. Improve reliability
f. Predictable performance
g. Effective disaster recovery
h. Improved decision making
i. Efficient practices
j. Enhanced security
k. Regulatory compliance

CLOUD SERVICE DEPLOYMENT AND MIGRATION

​ Concept: Cloud service deployment and migration refer to the processes of moving

applications, services, or workloads from on-premises environments or one cloud

platform to another.

​ Goal: Successful transition (deployment and migration) while minimizing disruptions.

​ Requirement for successful deployment and migration:

1. Clear strategy
2. Effective planning
3. Validation
4. Effective communications with IT teams

​ Basic Condition for the selection of deployment and migration:

1. Business Alignment or goals

2. Application suitability
3. Resource planning
4. Network connectivity
5. Cost Analysis
6. Security and compliance
 7. Backup and recovery
8. Staff training
9. Change management

​ Cloud Service Deployment:

- It involves the process of setting up and launching applications or services on a

cloud platform.
- Advantages: Improve Scalability, reliability and flexibility
- Steps involved for successful deployment: (pre-requisite)
1. Environment preparation – set up a necessary infrastructure (VM, storage,
networking and security groups in cloud environment)
2. Application packaging – packaging it with all it dependencies, configurations
and data
3. Deployment Strategy - Select a suitable deployment strategy based on
application architecture and requirements. (Dockers or serverless computing –
AWS Lamda)
4. Orchestration – Container application (complex applications) –
(Ex: kubernetes)
5. Configuration and Scaling – Setup auto scaling rules to adjust the resources
based on demand for optimal performance and scalability.
6. Security and access control – Implement necessary security measures (firewall,
encryption, access controls, authentication mechanisms)
7. Testing and quality assurance
8. Monitor and Management
9. Testing User interfaces (seamless experience for end users)
10. Rollout and validation - Gradually roll out the deployment to a subset of
users for validation before making it available to the wider audience

​ Cloud Service Migration:

- Moving: It involves moving existing applications, data, or workloads from on-

premises environments or one cloud platform to another.
- Advantages: cost savings, scalability, improved performance, the need to
leverage specific cloud services
- Migration time: It can vary widely depending on the application complexity and
scope.
- Stages in cloud migration:
1. Planning
2. Preparation
3. Execution
4. Validation
5. Post-migration activities
- Steps involved for successful migration: (pre-requisite)
1. Assessment and planning
2. Choosing migration approach
i. Lift and shift migration (moving application as –is)
ii. Re-platforming (making minor modifications for compatibility)
iii. Re-architecting (modifying or redesigning for cloud-native
features)
iv. Replacing applications
3. Data Migration (ensure data consistency, integrity and minimum
downtime)
4. Application Migration
5. Networking and connectivity (setup networking and connectivity for
seamless communication)
6. Security and compliance – Implement effective security measures
7. Testing and Validation
8. User training
9. Change management
10. Monitoring and optimization
 CLOUD MARKETPLACE
​ Role: It acts as an intermediary platform that connects cloud service providers,

software vendors, and end-users (or) It is an online platform provided by cloud service
providers that offers a wide range of pre-configured software applications, services,
and resources for organizations to discover, purchase, deploy, and manage within their
cloud environments.

​ It facilitates the discovery, procurement, deployment, and management of various

software applications, services, and resources within a cloud environment.

​ Centralized Hub: It acts as a centralized hub where users can explore and procure

solutions to meet their specific needs, often with the added benefit of simplified
deployment and integration.

​ Goals: It offers

1. Simplified procurement - simply the procurement process

2. Efficient deployment – streamlined deployment of applications
3. Integration –It enables seamless integration between the solutions offered in the
marketplace and existing cloud resources, allowing for smooth interoperability and
reduced compatibility issues
4. Cost Management: It contributes to cost management by offering clear pricing
models, pay-as-you-go options, and visibility into usage, helping organizations
optimize their spending.
5. Innovations: It encourages innovation by providing a platform for users to
discover and experiment with new technologies, tools, and services that can
enhance their cloud environments.

​ Requirements for effective cloud marketing:

1. Vendor collaboration
2. User adoption
3. Security and compliance
​ Basic Components: 8. Governance and Compliance Tools
9. Support and Documentation
1. Product Listing
(setup and troubleshoot)
2. Application variety
10. Update and Maintenance
3. Licensing Models
11. Multi – cloud computability
4. User reviews and ratings
12. Discovery and Exploration
5. Integration APIs
of new
6. Vendor Management
technologies
7. Resource Monitoring
13. Customization

CLOUD SERVICE OPERATIONS MANAGEMENT

​ Goal: The operation management process is to monitor and control the IT services and
IT infrastructure.

​ Day to day routine tasks: It monitors the day to day routine tasks related to the

operations of infrastructure components and applications.

​ Five Principles: The operation team must follow the five principles.

6. Operations – Management of operations

- Workload placement based on resource requirements
- Rollouts and rollbacks
- Service discovery
- Load balancing
- Horizontal scaling
- Recovery
7. Monitoring – Detect an issue if any (Four golden metrics: Latency, traqffic, error
rate and saturation)
8. Eventing and Alerting – Alert the primary responder in terms of Email or SMS if
any issues detected
9. Collaboration – Identify the location of the issue
10. Root Cause Analysis – It is used to prevent the same incident from reappear
(investigation)
​ Operation Tasks: Orchestration helps for an automation process.

S.No. Tasks Role of Orchestration

1. Patching If the portal allows the consumer to upload specific patches and
apply them, Orchestration will coordinate the automated
deployment and installation of the patches.
2. Backup Backup is scheduled to occur regularly (initial
and Restore creation, modification, deletion of backup job should be
automated and
coordinated by the orchestration system.
3. Antivirus Handle scanning, detection, remediation of virus and worms will
management be handle by the antivirus applications.
4. Compliance Compliance applications will typically handles the scanning,
and checking detection and reporting of compliance.
5. Monitoring Monitor the type of data should be exported based on policy.

​ DevOps: The combination of cultural philosophies, practices, and tools that increases

an organization's ability to deliver applications and services at high velocity.

​ Cloud Service Capabilities:

14. Provisioning management

- It refers to the process of planning, deploying, configuring, and managing the
resources and services within a cloud computing environment to meet the
needs of users and applications.
- Key aspects:

a. Resource allocation and scaling f. Cost Management

b. Automation g. Security and self control
c. Orchestration (coordination) h. Service Level
d. Configuration management Agreements (SLAs)
e. Monitoring and optimization i. Compliance and control
2. Subscription Management

- Maintenance of the configuration of subscription (configuration / maintenance

of PaaS and SaaS services)
 - It refers to the process of handling and overseeing the various subscriptions and
licensing agreements associated with using cloud services.
- It involves managing the acquisition, utilization, renewal, and monitoring of
subscriptions to cloud-based resources, applications, and services.
3. Patch Management
- It refers to the process of planning, implementing, and monitoring software
patches and updates across the various components and services within a cloud
computing environment.
- Goal: To ensure that the cloud infrastructure, applications, and services remain
up to date with the latest security fixes, bug patches, and feature enhancements.
- It is used to maintain the security, stability and performance of the cloud
environment.
4. Financial Management
- It refers to the process of planning, tracking, optimizing, and controlling the
costs associated with using cloud resources, services, and infrastructure.
- It involves managing expenses, optimizing resource utilization, and ensuring
that cloud expenditures align with the organization's budget and financial goals.
- It involves continuous monitoring, analysis, and optimization to ensure that
organizations are making the most of their cloud investments while staying
within budget.
5. License Management
- It refers to the process of tracking, managing, and optimizing software licenses
and subscriptions for cloud-based applications, services, and resources.
- It involves ensuring compliance with licensing agreements, managing license
costs, and efficiently allocating licenses to users and instances within a cloud
environment
6. Security Management
- It refers to the comprehensive process of planning, implementing, and
maintaining security measures to protect the confidentiality, integrity, and
 availability of data, applications, and resources within a cloud computing
environment.
- It is a critical aspect of maintaining a secure and reliable cloud environment.
- It involves a combination of technical measures, processes, and education to
protect cloud resources from threats and vulnerabilities while ensuring
compliance with security regulations and industry standards.
7. Identity and Access Management
- Managing user identities, roles, and permissions to control who has access to
cloud resources.
- Implementing multi-factor authentication (MFA) and role-based access control
(RBAC) to prevent unauthorized access.
8. Optimization Management
- It refers to the continuous process of enhancing the efficiency, performance, and
cost-effectiveness of cloud resources, services, and infrastructure.
- It involves analyzing, adjusting, and fine-tuning various aspects of the cloud
environment to ensure optimal utilization of resources, improved user
experience, and cost savings.
- It includes load balancing, Auto scaling, resource utilization, performance
monitoring, database optimization etc..