Developing a New Architecture to Improve ITSM on Cloud Computing Environment

Abstract

Since Cloud Providers Supply Different Types Of Services, It Service Management And The Maturity Of The Infrastructure, Virtualization And Automation Should Be Considered Crucial And Important. Cloud Services Must Be Fully Managed And Designed To Provide Flexible And Reliable Access To Applications, Resources And Services. In This Paper A Comprehensive Cloud Architecture Is Proposed, Which Based On The It Service Management Frameworks, Reference Models And Cloud Architectures To Deliver Better Services In Cloud Computing Environment. This Architecture Reuses Concepts And Techniques Already Exist In A Few Best Itsm Reference Models In Operational Support Services Section Such As Prm-It, Itil V3, Hp And Mof. In Addition Etom’s Processes Are Used In Business Support Services For Billing & Revenue Management Also Cobit5’s Process Govern Itsm Of This Architecture In Governance Of It Section. At The Same Time, This Paper Illustrates The Relationship Between Participating Processes. Four Core Cloud Roles Are Defined And In The Last, Five Key Processes That Any Cloud Provider Must Manage, Are Introduced. Finally, The Quality Management Processes Are Presented In Last Section.