In last month’s Chalk Talk, we discussed Cloud Service Fulfillment. In this April edition, we will discuss the service assurance aspect of the services that are provisioned through the cloud service fulfillment process. We will discuss the fundamental service assurance processes and corresponding best practices that are typically employed to successfully manage the services that are delivered to customers.
Service assurance is a combination of fault and performance management. Cloud service assurance requires fault and performance management of cloud infrastructure that is comprised of network, compute and storage in addition to the applications that run on services platform itself. Reporting an incident to the appropriate management system for technical remediation and further, to informational dashboards in near real time for end user notification is a fundamental requirement. It is also essential the cloud service fulfillment processes be closely coupled with cloud assurance processes, since cloud customers may only be using the infrastructure for a defined period of time. For example, customers may use a cloud service as a test/dev environment only for the period of time when they are developing/testing a service. Previously, customers stayed on the network for very long periods of time, hence the need to spin up and down services with the appropriate assurance monitoring and management did not happen as part of the service lifecycle.
Cloud service providers must resolve service-related problems quickly to minimize outages and revenue loss. Cloud assurance solutions give the customer and the operational team maximum visibility into service performance and cost-effective management of SLAs coupled with service impact analysis.
Figure 1 below shows the typical end-to-end service assurance steps:
Figure 1: Cloud Assurance Flow – data collection to display
Unlike the cloud service fulfillment cycle that starts with the customer and ends with a provisioning task into the service platform resources, service assurance events occur in the resources affecting services with variable levels of degradation. Eventually the customer is made aware of the service degradation via notification unless it is fixed pro-actively before it is perceived by the customer.
The steps illustrated in Figure 1 are explained below:
ITILv3 provides the IT life cycle processes: service strategy, service design, service transition, service operate and Continuous Service Improvement (CSI). Applying these processes is a good way to establish service assurance processes for data center virtualization and cloud management. Figure 2 shows cloud service assurance flow based on ITILv3:
Figure 2: Cloud service provisioning flow based on ITIL V3 principles
Figure 2 also shows some of the items that need to be considered in each of the five phases of the cloud service life cycle for cloud assurance. More details are provided in the following sections along the lines of ITIL V3 phases.
1. Service Strategy: In the cloud strategy phase for the cloud assurance consider the following topics:
2. Service Design:
The following items should be considered, taking input from the service strategy phase:
3. Service Transition:
Consider the following items in this phase:
4. Service Operate: Cloud Operate phase is where the service provider takes possession of the management of cloud operations from the equipment vendors, system integrators and partners, and monitors and audits the service using the monitoring systems (FCAPS) to ensure the SLAs are met. Consider the following items in the cloud Operate phase:
5. Cloud CSI Phase: Continuous Service Improvement (also referred as Optimization) for cloud assurance involves improving on the operations by adding best practices to the processes, tools and configurations.
More details on each of these phases are discussed in detail in the Cisco Press book:
By Venkata Josyula, Malcolm Orr, Greg Page.
Published by Cisco Press.
Published: Nov 29, 2011
Greg Page has been working in the I.T. Industry for 16 years, the last 11 with Cisco Systems in a variety of technical consulting roles specializing in Data Centre architecture and technology in addition to Service Provider security.
Venkata (Josh) Josyula, Ph.D., CCIE No. 13518 is a Chief System Architect and a Distinguished Services Engineer (DSE) in Advanced Services.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.