Enterprise Cloud Computing for Non-Engineers Enterprise Cloud Computing for Non-Engineers Edited by Frank M Groom and Stephan S Jones Ball State University CRC Press Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487-2742 © 2018 by Taylor & Francis Group, LLC CRC Press is an imprint of Taylor & Francis Group No claim to original U.S Government works Printed in the United States of America on acid-free paper 10 International Standard Book Number-13: 978-1-138-10621-5 (hardback) This book contains information obtained from authentic and highly regarded sources Reprinted material is quoted with permission, and sources are indicated A wide variety of references are listed Reasonable efforts have been made to publish reliable data and information, but the author and the publisher cannot assume responsibility for the validity of all materials or for the consequences of their use No part of this book may be reprinted, reproduced, transmitted, or utilized in 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Frank M., editor Title: Enterprise cloud computing for non-engineers / [edited by] Steve Jones, Frank M Groom Description: Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018 | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.” | Includes bibliographical references and index Identifiers: LCCN 2017054592 | ISBN 9781138106215 (hbk : acid-free paper) | ISBN 9781351049221 (ebook) Subjects: LCSH: Cloud computing Popular works | Business enterprises Data processing Popular works Classification: LCC QA76.585 E57 2018 | DDC 004.67/82 dc23 LC record available at https://lccn.loc.gov/2017054592 Visit the Taylor & Francis Web site at http://www.taylorandfrancis.com and the CRC Press Web site at http://www.crcpress.com Contents Acknowledgements vii About the Editors ix Contributors xi The Basics of Cloud Computing FRANK M GROOM Carrier Role in Cloud Computing Connectivity 43 KEVIN M GROOM Healthcare Industry 63 ROB FAIX AND ERIC GERARD Manufacturing 77 CAMERON SCHMIDT AND JAKE ELLIS Cloud Marketing 87 JOE CIUFFO Government Agencies: Making the Case for the Cloud in State Government 97 JARED LINDER The Internet of Things .105 NICK CHANDLER Customer Services .123 JOE CIUFFO A Movement Toward SaaS and the Cloud: The Evolution of IT Services in Higher Education .135 KIRK YOUNG, RUTH SCHWER, ROB HARTMAN, CHRIS ARDEEL, TOM JANKE, ZACH SKIDMORE, AND PETER WILLIAMS v vi ◾ Contents 10 Implementation and Benefits of Cloud Services in Higher Education 145 DAN JONES 11 Cloud Use in Consulting Services 161 AUSTIN MCCLELLAND AND TUCKER HALE 12 Publishing: The Case for the Cloud in Publishing 169 ERIC GERMANN 13 Telecommunications: A Race for Survival: Cloud in the Mobile Carrier Industry 177 CHEER DHEERADHADA 14 Call Centers Cloud Use in Call Centers 191 ALONSO MILLER 15 Security: Strategies for Security in the Cloud 195 VICTORIA BISHOP AND SOPHIE GUETZKO 16 Ontario Cloud: Contact Savvy—Launching A Multi-Cloud Solution .211 KEVIN KEATHLEY Index 217 Acknowledgements We would like to thank the many contributors of this book, as well as the research they have presented from their industry In addition, thank you to Victoria Bishop and Sophie Guetzko, Associate Editors of the Compilation of Cloud Studies vii About the Editors Frank M Groom is a professor of information and communication sciences at the Center for Information and Communication Sciences at Ball State University He conducts research into high-bandwidth networking and the storage and transmission of multimedia objects Dr Groom has conducted research into multiprotocol label switching (MPLS)-driven fiber networks, intelligent agents, network-based data deployment, and firewall-based security He has conducted a number of national research projects using surveys, focus groups, personal interviews, and student research culminating in two of his published books Furthermore, he has conducted many specialized statistical research studies for AT&T, McDonalds Corp., and Nth Dimension Software In addition to his graduate level networking, information systems, network security, and advanced database courses at Ball State, Dr Groom annually conducts a graduate research methods course for Ball State graduate students where he teaches many of the methods he has employed in his own research His research has been conducted both in industry and at the university, studying both big data problems as well as smaller situations Dr Groom has presented networking and data processing courses to major American corporations, including PricewaterhouseCoopers, IBM, AT&T and its various units, Motorola, Digital Equipment Corp (now HP), Unisys, Ford Motor, Hillenbran Industries, and McDonalds AT&T has twice sponsored Dr Groom to present advanced data processing and networking courses to the graduate students and faculty of Beijing University of Posts and Telecommunications (BUPT) and the People’s Republic of China Government Office of Telecommunications He was honored with having two of his papers presented at the Plenary Session of the 1996 International Conference on Information Infrastructure (ICII’96) in Beijing, China, and another paper presented as the Plenary Session for the Broadband 2000 conference in Tokyo Furthermore, in 1996, 1998, and 2006, Dr Groom presented papers on ATM networking, Multimedia, and Voice over Internet Protocol (VoIP) at the leading French Graduate School of Telecommunications (Ecole Nationale Superiore des Telecommunications [ENST]) while consulting with research professors and reviewing the PhD dissertation research of current candidates ix 214 ◾ Enterprise Cloud Computing for Non-Engineers Ashburn Virginia and San Jose California This also fit well with the strategy to launch in the east region, and eventually expand to the West where they could take advantage of AWS GovCloud for government sector compliance needs Equinix has a history of building carrier neutral data centers that provide prime locations for public and private interconnections The Ashburn location, for example, is famous for having become the de facto replacement of the original Mae East—one of the largest Internet peering points on the planet that at one point was thought to carry more than half of the traffic traversing the Internet The Equinix Cloud Exchange offering is designed to provide interconnects between network service providers (NSP) and cloud providers, much the same way as their Ethernet Exchange facilitated Internet peering High speed and highly redundant Ethernet fabric connects over 600 carriers across a dozen data centers on the Ashburn campus This provided Ontario Systems with a key element of the network design, a unifying component of the network architecture that supports a multi-cloud solution, as well as private connections from clients in a carrier-neutral facility The team ended 2015 with agreements in place to support the Alpha and Beta phases through 2016 Multi-Cloud—From Theory to Deployment Ontario Systems spent the first quarter of 2016 refining the deployment automation for their stack in AWS, and developing and testing the deep integration with their telephony partner By the end of the quarter, Ontario had deployed their switch stack in Ashburn DC10 and provisioned two 10 Gbps ports to the Cloud Exchange Ontario’s telephony provider, Ampersand, had their Cloud Exchange ports delivered from SoftLayer as well, so they were then able to build the virtual circuits (VCs), decommission the test virtual private networks, and start traversing the Cloud Exchange to exercise the final state ‘production plumbing.’ The results have been very impressive During several months of Alpha testing over the network and the exchange, they observed very consistent ms ping times with absolutely no loss The fact that a multi-cloud solution that lives within different cloud infrastructure providers still has latency rivaling the best internal LAN is an outcome that was better than expected Subsequent testing with the first private circuit customers connecting to the solution has also shown solid low latency results as well Other Upsides for the Enterprise A connection to the Cloud Exchange offers flexibility as well as other long-term benefits to Ontario customers Besides Ontario Systems, there are many other cloud service providers that present on the exchange, including: AWS, SoftLayer, Google, Ontario Cloud ◾ 215 Microsoft Azure, Office 365, Oracle Cloud, Rackspace, and others A client may order their Cloud Exchange connection to support connectivity to Ontario’s cloud and contact platform, but they may also leverage that same connection to provide private high-speed connectivity to other cloud service providers In the future, Ontario believes it will be common for their clients to have their own AWS account for long term storage of their voice recordings, which are a component of all customer interactions required for compliance Many clients may also leverage the connection to include direct access to Office 365 for their corporate use or other advanced cloud services This connection is not exclusive to any one provider and the Ashburn endpoint can be virtually connected to many cloud providers via software networking VCs—it is quite literally ‘multi-cloud.’ Best of Breed Partners Ontario Systems made some good partner decisions for the launch of their V2 contact platform They are positioned well for the future and have a solid strategy for their products as well as their cloud infrastructure, architecture, and vision They may be a little ‘ahead of the curve’ in some ways, but are confident in the strategy The only issue reported so far, is that the NSPs are very slow to change their ordering and provisioning systems, and seem to be viewing the Exchange as a “product” decision more than an interconnect solution As more and more carriers understand the footprint, Ontario Systems is confident the NSP carrier options will continue to grow Index A Accessibility, 164–165 Access protocols, 107–108 ACD, see Automated call distribution Activity tracker, 107 Actuators, 107 Advanced Persistent Threats (APT), 199 Agent selection process, in customer services, 127–128 AIC network, see AT&T Integrated Cloud network À la carte services, 172 Alice technological ecosystem, 178–179 Amazon, 7, 17 cloud data centers, global placement of, 59 EC2 cloud services, 3, 7, 10 S2 cloud services, Simple Storage Service (S3), 11, 171, 174 Amazon Kindle, 127 Amazon Virginia Data Center, 58 Amazon Web Services (AWS), 58, 162, 166, 192, 193–194 Calculator, 166 Device Gateway, 110 Glacier, 174 Ontario systems, 212 Simple Storage Service (S3), 11, 171, 174 Ampersand, 214 Android, 182–183 Apache Hadoop, 115 Apache Hive, 118 Apache Kafka, 109 Apache Pig, 118 Apache Software Foundation, 115 Apache Sqoop, 116, 118 APIs, see Application programming interfaces App Engine, Google, 7–8 Apple iOS, 182 Application layer protocols, 108–109 Application programming interfaces (APIs), 7, 92, 198 Application virtualization, 175 APT, see Advanced Persistent Threats Ardeel, Chris, 135 Asynchronous transmission mode (ATM), 51 AT&T, 33, 183, 185 AT&T Integrated Cloud (AIC) network, 183 ATM, see Asynchronous transmission mode Auditing, service provider, 200, 201 Authentication, 196, 202 Authorization identity management, 153 Autodesk, 84 Automated call distribution (ACD), 127 licenses, 194 Automation, 15, 174 marketing, 92–93 Avaya, 191 AWS, see Amazon Web Services Azure (Microsoft), 165 IoT Hub, 110 platform, B Baiting, 204, 205–206 Big Data, 84, 119, 182 and analytics, 114–115 Bishop, Victoria, 195 Blackberry devices, 141 Blackboard, 148 Black hat hacking, 203 Box, 140, 148 Broad network access, 65 Bug fixes, 132 Butler University, 136, 139 217 218 ◾ Index C CaaS, see Communication as a service CACaaS, see Cloud Access Connection as a Service CAD software, see Computer Aided Design software Call centers cloud use, 191–194 Call flow, 125 Call queues, 125 Canvas, 148 Capital costs, 172 Carrier Ethernet service, 34, see also Metropolitan Ethernet service Carrier wide area networks, 53–58 CDMA, see Code-division multiple access CE 2.0 E-access services, 53 CE 2.0 E-LAN services, 53 CE 2.0 Ethernet-Line services, 52–53 CE 2.0 E-tree services, 53 Center for Academic Technology, 141 Centers for Medicare and Medicaid Services (CMS), 99 Central Processing Units (CPUs), 170 Chandler, Nick, 105 Change management, 137 CIC, 191 Cisco, 14, 191, 193 Ciuffo, Joe, 87, 123 Classrooms, personal workspace in, 149 ClearScholar, 140, 143 Client-consultant relationship, 162, 163 Clients and clouds, 213–214 Cloud Access Connection as a Service (CACaaS), 60–61 Cloud adoption in manufacturing, 82–83 risks in, 152 Cloud-based communications platforms, 192 cons and skepticism of, 192–193 future of, 194 growth of, 193–194 Cloud-based firewalls, 203 Cloud based solutions, 104 access to, 69–70 benefits, 130–133 Cloud Bigtable, 114 Cloud center placement, 58–59 Cloud collaboration tools, 94 Cloud computing, see also Publishing advantages of employing, 5–6 automation, 15 basics of, 1–41 in call centers, 191–194 carrier wide area backbone networks, 53–58 Cloud Access Connection as a Service (CACaaS), 60–61 cloud center placement, 58–59 cloud data center consolidating traffic destined for, 61 for cost effective cloud service delivery, 23–25 docker containers, 26–29 hypervisor, 25–40 interconnected by carrier facilities, 61 interconnecting VMs, 33–37 management portal, 18–19 placing processing unit in, 23–24 software defined network connection with, 32–33 using Hadoop and MapReduce to analyzing big data, 38–40 virtualizing computers, 24–25 virtualizing networking, 29–32 virtualizing storage, 37–38 connectivity, carrier role in, 43–62 in consulting services, 161–166 financial benefits, 166 performance benefits, 163–165 roadmapping, 162–163 security considerations, 165 trusted relationship, 162 contracting for, 6–11 cost savings, 11–12 costs, 19–23, 68 customer portal, 16–17 defined, 146, 180 deployment models hybrid approach, 11 private cloud service offerings, 10–11 public cloud service offerings, 9–10 drivers/characteristics/benefits of, 3–4 employing inexpensive commodity equipment for cost reduction, 19–23 essential characteristics of, 4–5 Evolved Packet Core (EPC) flat IP network, 46–49 factors contributing to cost effectiveness, 40–41 functionality, primary strategies for, 68–69 heart of, 24–25 in higher education, 145–157 benefits, 149–150, 157 Index ◾ 219 helping students convert to cloud, 155–156 impact on students, 155 risks, 151–153 switching to cloud services, 153–155 and information security considerations in healthcare, 71 limitations of, 67–68 in manufacturing, see Manufacturing industry, cloud computing in metropolitan backbone networks, 49–52 metropolitan Carrier Ethernet, 52–53 platform dependencies, 67–68 required infrastructure, 12–14 services, 2–6 Infrastructure-as-a-Service (IaaS), 6–7 Platform-as-a-Service (PaaS), 7–8 Software-as-a-Service (SaaS) and, 8–9, 135–143 access anytime, anywhere, perpetual access, 140–141 clear differentiation/value in industry under scrutiny, 142–143 inseparability of LMS tools, 141–142 offering services at lower cost, 137–139 quickening pace of technology development, 141–142 in state government, 97–104 strategy, 66 telecommunications, 180 training in, 155–156 types of security controls, 196–197 vendor virtualization software, 14 Cloud data center, see Cloud computing, cloud data center Cloud Datastore, 114 Cloudera, 118 Cloud Exchange, 214 Cloud infrastructure services, 13, 70 Cloud marketing, 87–94 benefits, 87–88 customer engagement, 88 digital marketing, 90–93 lead generation, 91–92 marketing automation, 92–93 marketing content creation, 94 trade show, 88–90 Cloud market leadership, 70 Cloud security Advanced Persistent Threats (APT), 199 Application programming interfaces (API), 198 human factor, 198–199 system vulnerabilities, 198 Cloud Security Alliance (CSA), 199 Cloud service provider (CSP), 82, 84 Cloud services, transition to, 153–154 Cloud Standards Customer Council, 200 Cloud storage, 114 CMS, see Centers for Medicare and Medicaid Services Code-division multiple access (CDMA), 184 Colo facility, 171 Commodity computers, 19–21 Commodity network switches and routers, 21–23 Communication, in customer services, 124–128 agent selection process, 127–128 email, 126 instant messaging, 126 phone call, 125 video, 127 Communication as a service (CaaS), 191–192 Compliance, and load optimized instances, 212–213 Computer Aided Design (CAD) software, 84 Computer-based social engineering, 204 baiting, 204, 205–206 phishing, 204, 205 pretexting, 204, 206 quid pro quo, 204, 206 Computer systems, 16 Computer virtualization, 23 Confidentiality, 202 Connectivity, and embedded systems, 107 Consolidated network service, 60 Consultants, 162–163, 164 Consulting services cloud computing in, 161–166 financial benefits, 166 performance benefits, 163–165 roadmapping, 162–163 security considerations, 165 trusted relationship, 162 Contact Savvy, 212, 213 Containers, 112–113, 175 Content creation, 94 Contiki, 107 Cooling costs, 12 Corrective controls, 197 Cost containment/allocation, 172 Cox, Michael, 182 CPUs, see Central Processing Units CRM, see Customer Relationship Management 220 ◾ Index CSA, see Cloud Security Alliance CSP, see Cloud service provider Customer care, deterioration of, 151 Customer Care Technical Analysts, 124 Customer engagement, 88, 124 Customer portal, 16–17 Customer Relationship Management (CRM), 8, 9, 72, 80, 91, 100, 148, 192 Customer services, 123–133 cloud solution benefits, 130–133 customer incident management system, 129 data driven metrics, 130 internal communication systems, 128 internal infrastructure management system, 129 knowledge-base management system, 128–129 mediums of communication, 124–128 agent selection process, 127–128 email, 126 instant messaging, 126 phone call, 125 video, 127 Cybercriminals, 205 Cyber espionage, 79, 81 Cybersecurity, 82 D Dara Security, 205 Data breaches, 197–198 Data center, creation costs, 11–12 Data collection, 91 Data driven metrics, 130 Data durability/availability, 131 Data encryption hackers and encrypted packets, 203 process of, 202–203 purpose of, 201–202 Data integrity, 202 DataNodes, 116 DataPipe, 213 Data plane, 182 Dataproc, 118 Data protection, 153 DDoS attack, see Distributed denial-of-service attack Decryption, 153 Dell, 14 Desire to Learn, 148 Desktop support staff, 205, 207 Detective controls, 196–197 Deterrent security controls, 196 DevOps mode, 174 Dheeradhada, Cheer, 177 Diffusion of Innovation Curve, 83 Digital marketing, 90–93 lead generation, 91–92 marketing automation, 92–93 Disaster recovery, 174 DISH Network, 185 Disks, 19–21 Distributed denial-of-service (DDoS) attack, 58 Distrust, 151 DNS, see Domain name service Docker containers, 26–29, 175 DocumentDB, 114 Domain name service (DNS), 58 Downsizing, 151 Downtime, 67 DropBox, 140, 164, 165 Dumpster diving, 205, 207 Dynamic allocation, 4–5 DynamoDB, 114 E Eardley, Robert, 66, 71 EC2 Cloud Services, Amazon, 7, 10 ECOMP platform, see Enhanced Control, Orchestration, Management and Policy platform Edge technology, 107, 110 Ed Tech Magazine, 157 EDUCAUSE Center for Analysis Research survey, 152 EHR, see Electronic health record Elastic Compute Cloud, Elasticity, 172 Elastic MapReduce (EMR), 118 Electronic health record (EHR), 71–72, 102 Electronic medical records (EMR) system, see Electronic health record (EHR) Ellis, Jake, 77 Ellsworth, David, 182 Emails, 100, 126, 138 Embedded systems and connectivity, for IoT, 107 EMC, 9, 14 EMR, see Elastic MapReduce Encryption, 153 End user license agreements (EULAs), 67 Energy costs, 12 Index ◾ 221 Enhanced Control, Orchestration, Management and Policy (ECOMP) platform, 183 eNodeBs, see Evolved nodes Enterprise Resource Planning (ERP), 72, 148 Enterprise Sign-On, 165 EPC flat IP network, see Evolved Packet Core flat IP network Equinix, 35, 213–214 Cloud Exchange offering, 214 Ercan, Tuncay, 153 Ericsson, 183–184 ERP, see Enterprise Resource Planning ESXi, 26 Ethernet virtual connections (EVCs), 52 EULAs, see End user license agreements EVCs, see Ethernet virtual connections Evolved nodes (eNodeBs), 46, 47, 48 Evolved Packet Core (EPC) flat IP network, 46–49 Exchange Online, Microsoft’s, 138 Extensible Messaging and Presence Protocol, 109 External cloud, 68, 71–72 Externally-hosted private cloud, 10–11 External security, 201 F “Fail Fast,” 172–173 Faix, Rob, 63 Family and Social Services Administration (FSSA), 97, 98, 100 Family Educational Rights and Privacy Act, 152 Federal Information Security Management Act (FISMA), 212 Fiber Channel networks, 12, 13, 30, 32 Fiber connection services, 43 File management convenience, 150 Financial benefits, in consulting services, 166 Firewalls, 153, 203–204 First mover advantages (FMAs), 183 FISMA, see Federal Information Security Management Act Flat IP network, 46–49 FMAs, see First mover advantages Food and Nutrition Services, 101 Ford, Henry, 78 Forwarding plane, 182 FSSA, see Family and Social Services Administration Full optimization, for cloud provider, 174–175 G Gartner, 106 GCP Cloud Storage, see Google Cloud Platform Cloud Storage Genesys, 88–93, 123–124, 193 Geographic diversity, 172 Gerard, Eric, 63 Germann, Eric, 169 Germany, 165 Gigabit Ethernet protocol, 33 GitHub, 40 Global System for Mobile Communications (GSM), 184 Google Apps, 10 Google Cloud Dataproc, 118, 119 Google Cloud Platform (GCP) Cloud Storage, 174 Google Docs, Google Drive, 94, 164, 165 Google Drive for Education, 140 Google File System, The, 115 Google’s App Engine, 7–8 GovCloud, 213, 214 Government agencies, making case for cloud in state government, 97–104 Groom, Frank M., Groom, Kevin M., 43 GSM, see Global System for Mobile Communications Guetzko, Sophie, 195 H Hackers, 206 and encrypted packets, 203 Hadoop, 38–40 distributed processing, 116–118 providers, 118–119 Hadoop Distributed File System (HDFS), 38, 116 Hale, Tucker, 161 Hartman, Rob, 135 HCM, see Human capital management HDFS, see Hadoop Distributed File System Health and Human Services (HHS), 99, 100 Healthcare industry, 63–75 access to cloud-based solutions, 69–70 cloud computing and information security considerations in, 71 limitations of, 67–68 222 ◾ Index Healthcare industry (cont.) strategic benefits of, 65 strategy, 66 cloud solutions, types, 68–69 external cloud in, 71–72 internal cloud in, 72–73 Penn Medicine case study, 73–75 traditional enterprise computing considerations, overview, 64–65 Health Information Technology for Economic and Clinical Health (HITECH), 99 HHS, see Health and Human Services Higher education evolution of IT services in, 135–143 implementation and benefits of cloud services in, 145–157 HITECH, see Health Information Technology for Economic and Clinical Health HiveMQ, 110 Home Subscriber Server (HSS), 48 Hortonworks, 118 HSS, see Home Subscriber Server Human-based social engineering, 204 impersonation, 205, 206, 207 reverse social engineering, 205, 208 third party and other methods, 205, 207 Human capital management (HCM), 72 Human error, 204 Hybrid cloud, 68–69 Hyper-V, 26, 29 Hypervisors, 3, 14, 25–26, 83, 170 I Iaas, see Infrastructure-as-a-Service IBM, 2, 118 IBM MessageSight, 110 IBM SoftLayer, 213 IDC, see International Data Corporation IEEE, see Institute of Electrical and Electronics Engineers IETF, see Internet Engineering Task Force Impersonation, 205, 206, 207 Implicit dependency, 67 InContact, 193 Indiana current landscape, 98–99 Indiana Office of Technology, 99, 101 Indiana University in Bloomington, 101 Industry 4.0, 78, 79 Information security, in healthcare, 71 Information Technology Infrastructure Library, 129 Information technology (IT) services evolution in higher education, 135–143 access anytime, anywhere, perpetual access, 140–141 clear differentiation/value in industry under scrutiny, 142–143 inseparability of LMS tools, 141–142 offering services at lower cost, 137–139 quickening pace of technology development, 141–142 Info Sec Institute, 205 Infrastructure-as-a-Service (Iaas), 6–7, 69, 80, 84, 171, 200 in higher education, 147, 148 Infrastructure management system, 129 In-house programs, 152 Instant messaging, 126 Institute of Electrical and Electronics Engineers (IEEE), 106 802.11 standard, 107–108 802.15.4 standard, 108 Intel Xeon E5-2670 computer specification, 20 Interactive Voice Response (IVR), 125 Interconnectivity, 13 Internal cloud, 68, see also On-premise private clouds in healthcare, 72–73 Internal communication systems, 128 Internal consulting programs, 142 Internal infrastructure management system, 129 Internal security, 201 International Data Corporation (IDC), 162 IDC Enterprise Panel, 152 International Telecommunication Union (ITU) Telecommunication Standardization Sector (ITU-T), 179 Internet, Internet Engineering Task Force (IETF), 108 Internet of Things (IoT), 105–119 Apache Hadoop, 115 application layer protocols, 108–109 big data and analytics, 114–115 cloud data storage, 114 containers, 112–113 defined, 106, 179 economic disruptor, 106 edge technology, 107 Hadoop Distributed File System (HDFS), 116 Hadoop distributed processing, 116–118 Hadoop providers, 118–119 Index ◾ 223 IoT application infrastructure and the cloud, 110 microservices, 110–111 MQTT, 109–110 network access, 107–108 PaaS, 113–114 Internet Protocol Security (IPSEC) encryption package, 56 IoT, see Internet of Things IP address, 45 IPSEC encryption package, see Internet Protocol Security encryption package IPv6 over Low-Power Wireless Personal Areas Networks (6LoWPAN), 108 IT services, see Information technology services IVR, see Interactive Voice Response J Janke, Tom, 135 Java, Jones, Dan, 145 K K-12 institutions, 140 KB management system, see Knowledge-base management system Keathley, Kevin, 211 Knowledge-base (KB) management system, 128–129 KVM, 26, 170 L Laptop, virtual machine on, 23–24 Lead generation, 91–92 Learning environments, 150 Learning Management System (LMS), 141, 147–148 inseparability of LMS tools, 141–142 Licensure offerings, 100–101 Lift and shift, cloud computing, 173 Linder, Jared, 97 Linux Foundation, 183 Linux LXC, 27 LMS, see Learning Management System Logical Units (LUNs), 37 “Login” for authentication, 202 LUNs, see Logical Units M MAC address pools, see Media Access Control address pools Management dashboard, 19 Manis, Jon, 72 Manufacturing industry, cloud computing in, 77–85 adoption in, 82–83 business benefits, 78–80 case study, 83–85 historically slow adoption, 80–81 history, 78 security considerations, 81–82 MapReduce, 38, 39, 116–117 MapReduce: Simplified Data Processing on Large Clusters, 115 Marketing, cloud, see Cloud marketing Marketo, 93 Masking, of data, 153 McClelland, Austin, 161 Measured service, 65 Media Access Control (MAC) address pools, 13 Medicaid, 98, 101 MEF, see Metropolitan Ethernet Forum Message Queue Telemetry Transport (MQTT), 109–110 Metered Service, Metropolitan backbone networks, 49–52 Metropolitan Carrier Ethernet network, 52–53 Metropolitan Ethernet Forum (MEF), 52–53 Metropolitan Ethernet service, 43, 44, 49–52 Microservices, 110–111, 112, 131 Microsoft, 8, 192 Microsoft Azure, 84, 165 Microsoft Exchange Online, 138 Microsoft Office 365, 94 Microsoft Skype, 128 Microsoft Visual Basic, 99 Microsoft Windows Server OS, 28 Miller, Alonso, 191 MME, see Mobility management entity Mobile carrier industry, see Telecommunications Mobility, 150 Mobility management entity (MME), 48 Monolithic application, 110–111 Mosquitto, 110 MozyHome, MozyPro, Mozy software, MPLS, see MultiProtocol Label Switching 224 ◾ Index MQTT, see Message Queue Telemetry Transport Multi-cloud solution, 175, 211–215 MultiProtocol Label Switching (MPLS), 34, 36, 49, 54–55, 194 carving VPN over public facilities by, 57 facility for alternate routing and delivery of recovery paths, 57 MPLS-TE (Traffic Engineering), 55 structure of label-switched MPLS network, 56 VPN encrypted traffic, 58 N NameNode, 116 National Institute of Standards and Technology (NIST), 65, 146, 180 Nationwide Organization of Procurement Officers, 103 Network access, 107–108 Network components, 16 Network File System storage, 170 Network Functions Virtualization (NFV), 181 NFV, see Network Functions Virtualization NIST, see National Institute of Standards and Technology Nodes, 115 “No Ops” model, 113, 114 NoSQL databases, 114 O Office 365, 215 Omni channel communications, 192 On-demand services, 4, 65 OneDrive, 140 Online file storage, 140 On-premise private clouds, 10, 100 Ontario systems best of breed partners, 215 clients and clouds, 213–214 compliance and load optimized instances, 212–213 and contact management, 211–212 multi-cloud solution, 214 other upsides for enterprise, 214–215 Real-Time Transport Protocol, 213 two clouds, 213 voice over IP (VoIP), 212 Ontario Systems Contact Management, 212 Open Handset Alliance, 183 OpenStack, 26 Operating systems, 19–21 Operational costs, 172 Operational expenditure (OPEX), 11 Operational management cost, 12 OPEX, see Operational expenditure Oracle, 193 OracleVM, 26 Orchestrator, 18 Organizational Partners, 48 OutSource and OutBoard Network Clustering, see Cloud Access Connection as a Service (CACaaS) P PaaS, see Platform-as-a-Service Packet filtering, 203 Partial optimization, for cloud provider, 174 Patient Protection and Affordable Care Act (PPACA), 99 “Pay-as-you-go” model, 4, 6, 10, 13, 41, 171 Penn Medicine, case study, 73–75 Penn Signals, 74 Performance/availability, in cloud adoption, 152 Performance benefits, in consulting services, 163–165 Personal learning environments, 150 PGW, see Pocket Data Network Gateway Phishing, 204, 205 Phone calls, 125 Piggybacking, 207 Platform-as-a-Service (PaaS), 7–8, 69, 80, 84, 113–114, 162, 200 in higher education, 147, 148 Pocket Data Network Gateway (PGW), 48 Point-of-presence (POP) center, 49 POP center, see Point-of-presence center Port Access Control Lists, 203 “Posing as important user,” 205, 207 Power consumption, 12 PPACA, see Patient Protection and Affordable Care Act Pretexting, 204, 206 Preventative measures, security controls, 196 Privacy laws, 165 Private clouds, 10–11, 165, see also Internal cloud Production applications, 173 Public clouds, 9–10, 165, 171 Publishing, 169–175 cloud model, 172–173 Index ◾ 225 evolution to cloud, 171 future directions, 175 getting to cloud full optimization, 174–175 lift and shift, 173 partial optimization, 174 launch of public cloud, 171 virtualization, 170–171 Publish/Subscribe messaging model, 109 Purecloud, 130 Python, Q Quid pro quo, 204, 206 R Radio Network Controller (RNC), 46 RADIUS authorization system, 57 RAID storage, see Redundant array of independent disks storage Rapid elasticity, 5, 65 Real-Time Transport Protocol, 213 Recession (2008–2009), 135–136 Redundancy, 172 Redundant array of independent disks (RAID) storage, 17, 21, 22, 37 Representational State Transfer Application Programming Interface (REST API), 213 Request for proposal (RFP), 83 Resource pooling, 65 REST API, see Representational State Transfer Application Programming Interface Reverse social engineering, 205, 208 RFP, see Request for proposal RNC, see Radio Network Controller Roadmapping, 162–163 Routed Access-Control Lists, 203 Routers, 21–23 S SaaS, see Software-as-a-Service Salesforce, 9, 10, 85, 91, 93, 192 SalesForce Service Cloud, 129 SAN devices, see Storage Area Network devices Scale-up process, 111 Schmidt, Cameron, 77 Schwer, Ruth, 135 “Scrambling” of data, 202 SDKs, see Software development kits SDN, see Software Defined Networking Security, 101 bug/vulnerabilities, 198 in consulting services, 165 in manufacturing, 81–82 and privacy, 67 risk in cloud adoption, 152 Security in the cloud, strategies for, 195–208 Advanced Persistent Threats (APT), 199 Application programming interfaces (API), 198 combating threats, 199–201 computer-based social engineering baiting, 204, 205–206 phishing, 204, 205 pretexting, 204, 206 quid pro quo, 204, 206 data breaches, 197–198 data encryption, 201–203 firewalls, 203–204 human-based social engineering impersonation, 205, 206, 207 reverse social engineering, 205, 208 third party and other methods, 205, 207 human factor, 198–199 social engineering attacks, 204–205 system vulnerabilities, 198 types of cloud security controls, 196–197 Sensors, 107 Seranova, 193 Service creation tools, 13 Service Level Agreement (SLA), 16, 66, 151 Service level grade pools, 15, 17 Service provider, 200 Services catalog, Serving Gateway (SGW), 48 Session Initiation Protocols (SIP), 192, 212 SGW, see Serving Gateway SharePoint, 164 Shoulder surfing, 205, 207 Simple Storage Service (S3), 171, 174 SIP, see Session Initiation Protocols Skidmore, Zach, 135 Skills based routing, in customer services, 127–128 Slack, 128 SLA, see Service Level Agreement Smartphones, 140 Social engineering defined, 204 types of attacks, 204–205 226 ◾ Index SoftLayer, 213 Software-as-a-Service (SaaS), 8–9, 69, 84, 89, 129, 162, 200 and cloud computing, 135–143 in higher education, 147–148 Software Defined Networking (SDN), 32–33, 181–182, 185 Software development kits (SDKs), SONET, see Synchronized Optical Network Spark, 118 Spear phishing, 205 Spine and Leaf architecture, 33 Sprint, 184–185 Sqoop, 116, 118 Storage, 21 array, 14 online, 140 systems, 17 virtualizing, 37–38 Storage Area Network (SAN) devices, 170 Strategy Analytics, 180 SUN, Switches, 203 Symbian, 182 Synchronized Optical Network (SONET), 44 transmission, 51, 52 Systems Engineer mode, 174 System survivability, 131 T TANF, see Temporary assistance for needy families TDM telephone networks, see Time-division multiplexing telephone networks Technical support engineers, 123 Telecommunications, 177–186 Alice technological ecosystem, 178–179 Android, 182–183 AT&T, 183 Big Data, 182 cloud computing, 180 DISH Network, 185 future of smart devices and environment, 178–179 IoT, 179 Network Functions Virtualization (NFV), 181, 185 Software Defined Networking (SDN), 181–182, 185 Sprint, 184–185 survival of fittest, 185–186 Symbian, 182 T-Mobile, 184–185 US Cellular, 185 U.S mobile carrier industry and race for survival, 180–181 Verizon, 183–184 Telephone network architecture, 44–45 Temporary assistance for needy families (TANF), 98, 101 3rd Generation Partnership Project (3GPP) technologies, 48 Third party attack, 205, 207 Time-division multiplexing (TDM) telephone networks, 212 TinyOS, 107 T-Mobile, 184–185 Towards a Definition of the Internet of Things (IoT), 106 Trade show, 88–90 Trust, 155 Trusted Analytics Platform, 74 Trusted relationship, in consulting services, 162 U UDP, see User Datagram Protocols UE, see User equipment Uncertainty, about new technology, 151 Unified communication, 124 Unified Infrastructure Manager, 14 Unified management software, 14 Uninterruptible Power Supplies (UPSs), 170 United States, mobile carrier industry in, 180–181, 185–186 Upgrades, on servers, 131 UPSs, see Uninterruptible Power Supplies Usability, 163–164 US Cellular, 185 User authentication, 196 User Datagram Protocols (UDP), 192 User equipment (UE), 48 V V2 contact management platform, 213 vCloud Director, 14 VDCs, see Virtualized data centers Vendor lock-in, see Implicit dependency Vendor virtualization software, 14 Verizon, 33, 183–184 Verizon Data Breach Investigation Report, 81 Index ◾ 227 Video communication, in customer services, 127 VirtualBox, 26 Virtual Ethernet, 29 Virtual infrastructure management software, 14 Virtualization, 3, 112, 170–171 containerization and, 113 defined, 180 in private cloud service, 11 software, 14 Virtualized computing, 23 Virtualized data centers (VDCs), Virtualized network function (VNF), 181, 185 Virtual learning environments, 150 Virtual Local Area Networks (VLANs), 200 Access Control Lists, 203 ID pools, 13 Virtual Machine Manager (VMM), 26 Virtual machines (VMs), 3, 13, 23–37, 170, 180 Virtual Storage Area Network (VSAN ID) pools, 13 VLANs, see Virtual Local Area Networks VMM, see Virtual Machine Manager VMs, see Virtual machines VMware, 14, 170 VMware ESX, 26 VNF, see Virtualized network function Voice over IP (VoIP), 212 VoIP, see Voice over IP VSAN ID pools, see Virtual Storage Area Network pools Vulnerability to attack, 67 W WAFs, see Web-Application Firewalls Web-Application Firewalls (WAFs), 204 Web chats, 126 WebEx, 148, 150 Williams, Peter, 135 WiMAX, see World Wide Interoperability for Microwave Access Wireless Personal Area Networks (WPAN), 108 World Wide Interoperability for Microwave Access (WiMAX), 48 WPAN, see Wireless Personal Area Networks X X86-based Xeon servers, Xen, 170 XenServer, 26 Xeon computers, 21, 22 Y YARN, see Yet Another Resource Negotiator Yet Another Resource Negotiator (YARN), 117 Young, Kirk, 135 Z ZenDesk, 129, 192 go to it-eb.com for more .. .Enterprise Cloud Computing for Non- Engineers Enterprise Cloud Computing for Non- Engineers Edited by Frank M Groom and Stephan S Jones Ball... aspects of cloud computing The Essential Characteristics of Cloud Computing The infrastructure for cloud computing has six essential characteristics On-Demand Services: Customers of cloud computing. .. termed cloud computing since the user has very little idea where and how their data is stored and processed—thus it is in the cloud. ” The Basics of Cloud Computing ◾ To provide cloud computing