Table of Contents: ITIL 4 :

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.

Bibliographic Details
Main Author:	Limited, AXELOS.
Format:	eBook
Language:	English
Published:	London : The Stationery Office Ltd, 2021.
Subjects:	Electronic books.
Online Access:	Click to View

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.

ITIL 4 : Acquiring and Managing Cloud Services.

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