SOCIO-ENGINEERING METHODOLOGY FOR CLOUD

COMPUTING ANALYSIS

Irit Hadar

Department of Management Information System, University of Haifa, Haifa, Israel

Ethan Hadar, Debra J. Danielson

CA Technologies,1 CA Plaza, Islandia, U.S.A.

Keywords: Cloud computing best practices, IT services, IT management, Business services realized by IT services,

Service innovation, Service strategy.

Abstract: Detecting potential cloud computing services is part of business direction and strategic planning of

enterprise IT management companies. However, this relative new territory examination requires careful

analysis that incorporates both external and internal organization perspectives. The socio-engineering

methodology for cloud computing analysis (SEC) employed in this paper is aimed at discovering the

potential cloud services that are of interest to the company as a whole. The investigation results were

inserted into the company strategic technological evaluation process. The methodology was based on both

qualitative and quantitative analysis techniques, incorporating interviews, surveys, questioners and an

iterative review process. The results formed the company’s cloud taxonomy, as well as highlighted 4 main

players and 18 potential domains of services.

1 INTRODUCTION

Sociol- and engineering viewpoints on cloud

computing taxonomy and utilization vary between

the cloud players. In such settings, an IT

management firm needs a consistent way for

detecting potential new services offered to these

players. Thus, the main challenge of such an

investigation is the diversity of opinions and

consequently, the detected services and their

consumers. Accordingly, a methodological approach

for cloud services categorization is in order. One

approach may be to enumerate the ideal IT Services

For Cloud players (ITS4C) that an IT firm should

provide to cloud participants, assuming the cloud

will be fully embraced (fully elastic, multiple

domain of administration, composite dynamic

applications). Based on Grounded Theory analysis

(Strauss and Corbin 1990, 1994), and its adapted

usage in this paper, the detection of such services

enables the classification and categorization of the

cloud IT management dimensions and changes.

Moreover, we developed an analysis methodology

termed Socio-Engineering Cloud analysis (SEC),

which is a permuation and extesion of the

methodology proposed by Aviv et al. (2008) (see

also Levi et al., 2009). SEC aims at providing a

comprehensive framework for analyzing potential

cloud services.

This paper describes the SEC methdology,

including (1) identifying analysis dimensions where

domain problems and opportunities might occur

(cloud types); (2) identifying key prototypical

players and core business processes in the selected

area (roles); and (3) identifying potential

management, security and governance categories

and sub-categories that are mapped to the

prototypical players (later to support business cases

and opportunities).

The methodology highlights several dimensions

and characteristics of the cloud, according to the

detection of the potential services and how they

should be categorized. The investigation included

organizational analysis, inventory of existing

company activities, existing R&D development

processes, company related culture and hype, survey

construction, and previous corporate work. Morover,

the inquiry included descriptive capturing,

260

Hadar I., Hadar E. and Danielson D..

SOCIO-ENGINEERING METHODOLOGY FOR CLOUD COMPUTING ANALYSIS.

DOI: 10.5220/0003358202600267

In Proceedings of the 1st International Conference on Cloud Computing and Services Science (CLOSER-2011), pages 260-267

ISBN: 978-989-8425-52-2

 2011 SCITEPRESS (Science and Technology Publications, Lda.)

procedural/sequential use-case analysis and mapping

of existing solutions.

Since our objective was to describe a complex

observation regarding cloud perception and

interpretation in its natural settings and its full

complexity, we have used the Grounded Theory

qualitative research paradigm (Strauss and Corbin

1990, 1994), which focuses on case studies for

obtaining specific insights rather than on large

populations, simplified experiments, and statistical

methods for discovering universal laws. Qualitative

research methods have long been recognized as

important and contributing to software engineering

research (see, for example, Seaman 1999). During

this research, we documented, recorded and

analyzed relevant cases and processes. The data

analysis included coding the data obtained,

characterizing and classifying it to emerging

categories.

The sections below define the Socio-Engineering

methodology for Cloud (SEC) design and research

phases are detailed in section 2. Section 3 presents

the results of this work, followed by a short

conclusion section.

2 SEC DESIGN

The Socio-Ecumenical methodology for cloud

analysis (SEC) is designed for gathering and

aggregating the information needed to detect

potential cloud services. The authors aggregated

ideas and data sources from myriad sources,

including interviews, conversation, and

brainstorming with thought-leaders in the company’s

technical community. The discussions and

brainstorming sessions in particular targeted

engineers to stimulate the generation of new ideas

relevant to the domains in question. The technique

was conceived as bring-the-future-to-the-present to

foster creative, no-barriers thinking by the

participants. Several small-size teams iteratively

reviewed the ideas raised throughout these

discussions, thus, leading to incremental

improvements.

During the research, we modified and

extrapolated upon the combined Socio-Engineering

Knowledge Audit Methodology (SEKAM) (Aviv et

al. 2008 and Levi et al., 2009). The research method

applied in SEC was based on the method

engineering approach that aims to conceptualize,

develop, adapt and assemble new methods from

existing ones (Champlain, J. J. 1999, P.M.I. 2004,

Sivan 1999, Perez-Soltero et al. 2006). In this

research, we utilized the method engineering

approach using these five phases: research goals

setting, detection of the analysis dimensions

characteristics and origins of information, data

collection and interviews, information organization

and aggregation.

As noted in the previous section, we used in this

research data collection and analysis tools from the

Grounded Theory approach (Strauss and Corbin,

1990, 1994). for the purpose of studying social and

technical phenomena and observations without

formulating the hypotheses in advance (Strauss and

Corbin, 1990; Orlikowski, 1993, Denzin and

Lincoln, 1994). The research data was inductively

coded, with open and axial coding mechanisms, until

reaching data analysis saturation (Strauss and

Corbin, 1990). Open coding refers to the analytical

process of identifying concepts, ideas, and meanings

from the collected research data, aiming at

discovery, naming, and categorizing phenomena or

domains according to their properties, dimensions,

and incidences. Axial coding refers to the

establishing of core categories and sub-categories

from the categories revealed in the open coding

stage. The categories that emerged from this analysis

and the relations between them will be presented in

the results section below.

2.1 The SEC phases

The overall SEC phasesare as follows:

Phase 1: Research Goals Setting

This phase includes identifying areas with cloud-

oriented problems and opportunities while

discovering key stakeholders involved in the

selected area. The core business processes in the

selected area are prioritized and one process is

selected to be audited first.

In our study, this phase included literature

review (Reeves 2009, Manes 2010, Howard 2009,

Smith et al 2009, Dreyfuss et al 2009, Grossman

2009, Gillett 2009, Garbani and Mendel 2010,

Gillett et al 2008, Heffner et al. 2010, Pring et al.

2009, Worthington 2009) for establishing key

activities that should be carried out during the

conceptual analysis. It also included goals setting

with the company’s executives, and clear definition

of the requirements. The result was a cloud

taxonomy and an initial list of potential interview

questions, as well as expectation matching.

Phase 2: Detecting the Analysis Dimensions

Characteristics and Origins of Information

This was done by applying Method Characteristics

Framework (MCF) (Hackathorn, 1998). MCF is

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261

based on domains comparison in two dimensions:

breadth and depth. The breadth dimension focuses

on conducting the analysis according to the

organizational structure, inventorying existing

activities and R&D development processes. It

considers the cloud computing company culture and

hype, when constructing the survey. The depth

dimension analysis is focused on providing a

description to the potential services, and preparing

them for the survey.

The breadth dimension supports identification of

the main research field characteristics. Here we

identified five main characteristics that influence the

quality of knowledge gathered in the context of

Cloud Computing:

(1) Organizational Analysis - including

identifying the company’s business units that may

affect the cloud computing proposed services based

on their known problems and needs, by interviewing

chief architects. In our case a total of seven

architects were interviewed.

(2) Inventory of existing activities within the

company that have a cloud terminology associated

with them, including potential patents. This phase

included working with the patent office and business

unit.

(3) Existing R&D development processes that

consider cloud issues. These included in our case the

Top Level Design Specifications of proposed

projects, the Product Marketing Documents

development, and strategic work on virtualization.

The technological community as a whole was

involved in gathering these data points. This phase

included 24 interviews.

(4) Cloud Computing interest groups were

engaged. Specifically, we investigated the cultural

and hype activities in the company occurring within

the technical community, including technology-scan

documents, cloud interest groups, internal IT

department and overall thought leadership around

the cloud.

(5) Survey construction that contains the above

dimensions mapped onto specific services coupled

with skeleton examples. The survey questions were

organized to more than 50 proposed IT services for

the cloud (ITS4C such as federated security service,

service optimizer, service analytics, service

orchestration, etc.) to cloud players (provider,

consumer, broker, developer), cloud types (internal,

private, hybrid, public), as well as deployment

methods (on and off-premise). The survey enabled

participants to skip services not in their interest, add

free comments, and indicate their level of expertise

in a specific ITS4C. In addition, we codified the

perceived market maturity for accepting a certain

solution, and the difficulty in implementing it. More

than 120 participants completed the survey across

the company. The results of this survey are beyond

the scope of this paper and will not be presented

here.

(6) Previous corporate work was inserted as a

disruptive analysis dimension. We scanned previous

recommendations, or topics suggested, and

considered how these different vectors might affect

the overall depth of each proposed service, and how

it might change the results’ aggregation. We

considered the company’s software-as-a-service

strategy, Alternative Delivery Methods strategy, and

emerging and global trends.

The depth dimension supports analysis of each of

the domains. We employed the following three

levels (based on Levy et al. 2009):

(1) Descriptive – the potential conceptual

service offering and proposed solution is defined by

a theoretical description. This was used when the

services proposed did not have existing

implementations to the best of our knowledge.

(2) Procedural and Sequential – a sequence

and example approach, where the solution is defined

by a ‘step by step’ analysis, usually comprising a

more granular approach to the “Descriptive”

dimension, based on either written or defined

invention disclosers, or other forms of commented

analysis such as from the standard organizations.

Examples may be cloud bursting scenarios,

provision servers to satisfy seasonal or temporary

needs, and cloud to cloud backup.

(3) Practical and existing – the method

provides elicitation and analysis of existing solutions

done by competitors, ones that exist within the

company or under development. Example are cloud

data backup, existing infrastructure renting, and

sales and client relationships management services.

Phase 3: Initial Analysis

The domain analysis players, stakeholders, and

categories are organized into four domains of

players (consumers, providers, brokers, developers)

coupled with the four types of clouds (Internal,

Private, Hybrid, Public). Accordingly, we observed

11 IT concerns. as displayed in Figure 1 (assets,

location, cost model, software development,

network, hardware, capacity, identity, data, process,

liability and risk), and their relevant characteristics

in traditional datacenters, outsourcing and cloud

environments. SEK considers all dimensions when

analyzing the different ITS4C services and

consequently, their technical possibilities

Phase 4: Data Collection and Interviews

Non-structured interviews and structured survey

defines the aggregation of proposed technology and

solution into buckets. Refinement and changed to

buckets is done and reviewed by a steering

committee. The interviews were performed in an

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262

Figure 1: IT Concerns that are modified in different aspects of IT from a traditional datacenter to outsourcing and on to

cloud computing.

iterative manner..

The first step was a cycle of interviews

involved non-structured interviews with the highest

executive and technical leadership of the company,

coordinating and accurately defining the research

goals, basic terminology, example of a service, and

followed by an unstructured brainstorming

conversation, enabling the participants to comment

freely on their thoughts. The conversations were

recorded, transcripts and analyzed. The questions in

our interviews were, for example: What do you or

your customers think about the cloud? What

problems reside within the cloud needed to be

solved? What prevents our current customers to go

to the cloud, and how can we solve that? Overall, 24

interviews were conducted.

The second step was launching a survey. The

survey questions were aimed to collect and count

codified information. The main vertical access of the

questions was the breadth of list of aspired services

that were detected during the interviews, and the

sources of information. The content of each question

contained the depth characteristics of phases 2 and 3.

In addition, an open form was provided for adding

more examples and content (scenarios) to the

services’ depth.

The third step is forming buckets of aggregated

categorization exemplified on Figure 2, aiming at

finding a common characteristic that defines a

solution approach, rather than a list of specific

categories. The buckets are mainly used to present

associations between the collected data, structured as

a pyramid illustrating possible alternatives for the

company’s cloud-based vision and its validity in the

collected data. The top layer includes the name of

the bucket and its vision, the one right below

contains the categories of themes harvested by SEC

on the cloud, the third contains the aspired IT

services for cloud players (ITS4C), the forth maps

these services into existing activities, and the lowest

layer contains examples, employing the use case

approach.

The forth step involved reviewing these structures

with the leading chief technologist, and overall

company strategy team, figuring out the source of

presentation, missing parts, or additional visions that

are not highlighted enough. Typical questions were:

Are we aggregating the areas correctly? Are we

identifying opportunities correctly? What are we

missing? What do you think you need to solve and

how?

The fifth and last step involves improving the

buckets defined categories, adding more content to.

examples and use cases, and overall organizing and

iterating to improve the quality of the results

Phase 5: SEC Information Organization and

Aggregation

Revisiting the entire gathered material, and iterating

back to the appropriate phase if needed. Formal

documentation is produced, and audience

presentations and communication are commenced.

This phase involves breaking and re-assembling

back the properties and services detected in previous

phases into common formalism, adjusted to the

receiving audience. Communication material is

SOCIO-ENGINEERING METHODOLOGY FOR CLOUD COMPUTING ANALYSIS

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Figure 2: Buckets forming of potential IT Services for Cloud (ITS4C), actual work done on cloud, and examples that are

based on case studies and use-cases.

produced, results are mapped to overall market

trends and market analysis, showing potential

horizon for solution readiness, documentations and

white papers are produced, and overall stabilization

of the results is finally achieved.

3 RESULTS - CLOUD

COMPUTING SERVICES

ANALYSIS

Analyzing IT Services for Cloud Players (ITS4C)

requires indentifying prototypical problem areas for

each player. SEC proposes the breath dimensions for

sources of categories, and depth dimension for level

and types of details on each. Consequently, the

ITS4C are categorized according to a prototypical

role of a cloud player, whereas any organization is

comprised of a combination of these prototypical

roles. The prototypical cloud participants are

consumers, providers (producers) and developers of

cloud services, as well as brokers. A company may

consume some cloud services from a public cloud,

and provide other services for its internal cloud, or

even aggregate services and offer the aggregated

service on the public cloud. This variety of

stakeholders and the supply-chain approach,

highlight that potential IT services or capabilities

that an IT management company can provide to a

cloud player (as enablers), or foster cloud computing

usage, is a continuum of services (Ferguson and

Hadar 2010). While the company’s prototypical

cloud consumers are mainly enterprise customers,

providers and brokers present new opportunities to

exploit for the SMB (Small Medium Business)

market.

Figure 3 details how use cases and existing

initiatives as well as thought-leadership form the

new ITS4C and areas of interest by finding roles,

categories and sub categories of the potential

domains as emerged via SEC.

ITS4C Consumers cater for the IT shop that

manages cloud services for the end-users and the

recipients of cloud service. In the context of IT

management, service consumer’s management

aspects manage IT as a business. As such, it includes

several domains of interest that are extrapolated

using similar terminology from ITIL v3.0:

Service Strategy contains the project and

portfolio (PPM) component that enables the

organization of the IT strategies and ongoing

initiatives across all cloud domains in an agile

manner, according to optimization suggestions. The

strategy contains cloud financial management that is

connected to the brokering commerce solutions, as

well as to the monitoring and metering of the

consumed services via the Service Operation of the

providers.

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Service Design provides service level

management that uses monitors from the Operation

support. It enforces federated security, and

proactively solves service quality problems by

planning capabilities through the analysis of IT

behavior, detecting utilization patterns and change

history.

The Compliance and Governance services

provide transparency into the consumed services via

reporting and auditing, as well as manage the

distributed data and records (managed information)

within the distributed services.

The Business Process Utility (BPU) services

capture the overall IT management processes, used

by the consumers in commoditized process,

balancing processes, time and labor management

using virtual labor management.

Service Transition and Control is responsible for

ensuring the quality of requested services. The

inventory and catalog is responsible for tracking the

quality of the used services. The service

configuration management maintains information on

the services deployed topology. The service lifecycle

manages changes in services, including request for

usage and termination of service.

ITS4C Providers cater for companies that

operate cloud computing environments for either

internal consumers (such as internal cloud), a

collaborative restricted environment (such as private

clouds), or provide these services for external users,

such as the case of a public cloud offering.

In the case of internal cloud, the Service-Provider

IT-services, which are enablers to the cloud

providers, aim at improving the enterprise’s internal

resources utilization, and manage the growth of IT.

This includes the handling of new technologies such

as Server Virtualization. The case of internal and

private cloud services can include either enterprise

organizations with a single or multiple IT

administration, or traditional service providers.

The IT service categories are:

Service Operation that deals with the definition and

monitoring of the availability and performance of

deployed IT assets. It provides an operations

dashboard that displays the overall status and health

of the system to the consumer. Business continuity

management is responsible for ongoing

provisioning, recovery, backup and redundancy of

the IT assets within the datacenter and the

infrastructure in large, as well as countermeasures

and remedy. A service desk and incident

management component provides the ability to

restore IT services back to operation through a

workflow and lifecycle of incidents that conclude

with incident resolution. Service capacity

management compares alternatives for IT resources

by analyzing costs and quality, conducting load

tests, and accordingly adjusting the definitions.

The Security management is achieved through

the identity and access management services, which

manage users and controls their access to the

resources. Information security management defines

the needed associations and limitations in order to

reduce the threat of information inappropriate usage.

ITS4C Brokers provide solutions for both

consumers and providers of IT services, by

facilitating collaboration between them and enabling

an commercial trade. Service brokering generates

revenue by facilitating the trade and business

relations amongst them, including multiple

participants. These services include:

Service Integration that negotiates agreements

with supply chain services, sets agreements for

operations and services, and catalogues the results.

They facilitate federated security amongst a

collection of multiple administration domains, and

broker the identities.

The Discovery of new service offerings are

captured on a public cloud catalog that provides

quality measurements, indicators and trends on

candidate services, as well as conducts optimization

analysis according to consumers’ requests.

Finally, the Financial Services provide an e-

commerce arena, facilitating trade, and conducting

financial activities according to consumers and

providers requests of billing or procuring services.

ITS4C Developers cater for IT shops that need

to build and deploy a software offering on the cloud

ecosystem. Thus, the IT services include the

construction, testing and provisioning of new

services. The main aspect with regard to IT services

is the release management that is responsible for

testing a changed item prior to releasing it into the

system. Thus, this component builds and organizes

the deployed packages, and rolls out the change

request to the operation services.

4 CONCLUSIONS

This paper defined categories in which potential IT

Services for Cloud players (ITS4C) can be

highlighted, and thus provide opportunities for an IT

company. The analysis provides observations into

potential IT services, catering for prototypical cloud

participants (consumer, provider, broker and

developer of cloud services), as well as four domains

that affect mostly the type of software delivery

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265

Figure 3: IT Services for Cloud Players (ITS4C) and their internal categories. The IT service categories are illustrated in

light-blue boxes, and main categories in gray boxes, according to potential customers.

(internal, private, hybrid and public), as well as

limitations on security and administration.

The setting and analysis of this paper, as well as

the detailed definition of our research methodology,

serves the corporate technological investigation.

Since the detailed list of services detected is

proprietary, these results are not included in this

paper. However, this paper provides the setting and

background for a methodological investigation and a

comprehensive framework for analyzing and

identifying cloud-based potential IT services.

ACKNOWLEDGEMENTS

We would like to acknowledge the contribution of

our larger team, for reviewing this paper, and

specifically for maturing the taxonomy section that

is relevant to SEKAM+. The team members are:

Elliot, Stephen J; Ferguson, Donald F; Fry, Jay;

Gingell, Robert A; Jindal, Lokesh; Kartha, Rahul;

Kissane, Jon; Mallannagari, Siddharth; Oberlin,

Steven M; Somashekar, Sam; Vazhayil, Haseem;

Waschke, Marvin G

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