Cloudware Operations and Management - Guide to Cloud Computing for Business and Technology Managers - page 379

part of this module. Policy enforcement and escalations must also be
applied as appropriate as part of the functionality of this module.
9. Self-service : Provides the customer with the ability to self-register
and perform self-service functions including provisioning and man-
agement tasks and also administration. This module ties in with the
security management module and may tie in with other modules
like rules management, SLA and QoS management, and policy
management.
10. Support and incident management : Performance and utilization of
diagnostic information at multiple levels to troubleshoot and resolve
issues. Cloud management infrastructure must provide diagnostics
capabilities for the full stack. Incident management aims to restore
normal cloud operation as quickly as possible and minimize the
adverse effect on business operations. This may include resolution of
the root causes of incidents and thus minimizes the adverse impact
of incidents and problems on business and prevents recurrence of
incidents related to these errors. If resolution is not possible, then
alternative service deployment may be needed in conjunction with
service management module.
11. Analytics : This module collects and makes use of historical data and
provides analytical information for both internal usages of the cloud
service provider but also for the cloud users. It provides insight into
business trends and user preferences, transaction visibility, business
key performance indicator (KPI) monitoring, reporting functional-
ity, and dashboards.
12. Orchestration : Business transactions are often executed by coordi-
nating or arranging existing applications and infrastructure in the
cloud to implement business processes. This involves usage of tech-
nologies and tools like ESBs, process engines, middleware, legacy,
and packaged applications. Event processing may be a useful func-
tionality to have as it provides asynchronous resource coordination
and automated policy-based orchestration.
13. Transformation : Involves changing an entity in one form to another
at runtime, for example, transformation of an entity from one data
model to another or transformation of message from one protocol to
another.
14. Logging / audit trails : Performs creation of logs and audit trails. The
module is essential for fulfilling regulatory compliance and also
for interfacing to incident management and essential for security
management, SLA and QoS management, and support and incident
management modules.
15. Mediation : This module helps to resolve the differences between two
or more systems in order to integrate them seamlessly. Mediation