ITIL 4 : : Acquiring and Managing Cloud Services.

ITIL 4 : : Acquiring and Managing Cloud Services.

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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Limited, AXELOS.
Place / Publishing House:London : : The Stationery Office Ltd,, 2021.
©2021.
Year of Publication:2021
Language:English
Online Access:
Physical Description:1 online resource (242 pages)
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Table of 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.

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