前言

云计算的出现，深刻地改变了IT行业。回顾IT行业这几十年，从刚开始的硬件时代(mainframe, PC),到软件(enterprise and personal software)时代，到现在的服务(services)。云计算将IT真正带入到了服务的时代。

云计算的真正价值在于服务。推动云计算大规模发展的，是云计算的服务给商务带来的价值，如IaaS、PaaS和SaaS。如果没有这些服务带来的价值，云计算也只会像网格计算和分布式计算一样，是实验室里的几项技术，或是某几个公司的产品，而不会成为改变整个IT和互联网产业的一个重大变革。

因此本书会着重于云计算服务的讨论，而不是云计算的单纯的技术本身。这也是本书的书名中强调的“云计算服务”的原因。

市面上已有的大多数云计算的书籍：或是论商业模式，或是谈纯技术。云计算的商业概念与技术虽然重要，但是，产业最大的挑战来自于云的落地：云计算服务的实现与运营。这就是本书的关注点，这也是目前国内云计算产业的瓶颈所在。

我们这本书“云计算服务-运营管理与技术架构”是国内首部专门讨论云计算服务的实现和运营的专著。这样的书，在国际上也非常少见(Amazon英文书城上还没有类似的图书)。

这样的书籍很少的主要原因有两点：一是云计算的产业相对很年轻，云计算从硅谷发起、探索、发展到成熟，到现在也不过才十余年的时间。二是云计算业界里第一线实践者愿意写书的甚少，他们更愿意把时间放在具体的项目中。况且，写书本身费时耗力，从来就不是一件容易的事情，尤其是对忙于各个项目的高管和架构师而言。

本书的出发点是云服务提供商(cloud provider)。在本书中，我们会从一个云服务提供商的角度来探讨如何提供云服务。在云服务的整个产业链中，这是难度最大的一个角色。这是因为云服务公司在战略上、运营上和技术上与传统IT公司有着巨大的不同。

本书是云计算的最佳实践（best practice）及其相应理论的第一本书。本书的价值体系在几个方面：

（1）云的实现：本书是首部阐述云计算如何落地的专著。我们讨论了当一个公司在战略上决定做云服务后，如何将该战略进行步步分解，最终落地实施。这个战略的落地包括了技术实现、运营管理、组织能力建设等一系列的活动。

（2）系统阐述：云计算的实现和运营非常的复杂，涉及各个方面。本书从商务和技术出发，系统地介绍了云计算所涉及到的构建、管理和运营各个方面。对商务运营、技术运营、技术架构、安全和财务运营做了系统和全面的描述。这是一本比较全面的著作。

（3）实践指导：所有的讨论都来自第一手云计算的实践经验。这本书的作者群是来自云计算行业的第一线的高管和架构师。他们将多年来自己在云计算行业中获得的第一手经验，进行分析、归纳、总结，在这里呈现给读者。

（4）理论创新：以实践为基础，深化和扩展了相关的传统的理论框架，构建出新的理论，从而形成了自身的实践和理论的特色框架，比如技术运营的三角理论等。

此外，为了增加易读性，书中采用了很多来自实践的案例研究。这可以帮助读者了解实施中的重点和难点，使得自己在创业实践中少走弯路，更快地实现成功的目标。

在书的内容上，我们是按照管理(management)、技术(technology)和组织能力这几个维度来规划的。书的框架如下：

•　商务运营管理(business operations management)：投资、融资、成本、并购。

“现金为王”。对于云计算产业的商业模式来说，这个经典老话尤其重要：因为云服务公司要求密集的资金投入，但面向客户，又是按需收费。初期巨大的投入和细水长流的收入使得一位在云计算行业的老将说出这样的话:如果你没有足够的现金，就不要进入这一领域。这部分还有其他重要的议题，如产品、销售、市场等。然而，由于时间的限制，这些章节未及完成，只能把将这些主题放在这本书的下一版本。

•　技术运营管理(technical operations management)：服务的构建、运营，质量改进。

技术运营要确保7×24小时的服务生产运行有着高可用性。这个服务平台要保证高达数以十万乃至百万计的客户同时得到满意的服务要求(SLA)。如果没有强大的技术运营体系的支持，云服务将不是一个真正的服务，而只是一个内部的实验室的活动。

技术运营是随着云计算的兴起而得到发展的。相比研发和IT，技术运营是一个非常年轻的技术领域。系统性研究的缺乏和人才的缺乏是这个领域发展的最大瓶颈。在这部分的写作中，我们根据20年来的实践，做了比较系统的阐述。这也是国内云计算领域中首次对此作系统讨论的书籍。

•　技术架构：云服务在技术上的实现，包括面向云服务的架构、监控，质量保证等。

云服务是在技术平台上运行的。技术是云服务的基础。

这是比较难写的一个部分。这是因为有些书和文章已在讨论云计算有关的技术，如虚拟化，Hadoop存储等，而且有些讨论得较深入。

在这一部分，我们决定从另外一个角度来讨论云计算技术。实际上，云服务提供商关心的是能够为服务运营所实用的技术，而不是为了技术而技术。因此，本书的重点放在讨论如何建立一个可靠、可扩展性和可管理的平台所需要的技术架构、质量工程和监控体系等，以及以生产线服务为目的的平台构建的思路，而不是深入讨论某个单项技术。

•　安全技术和管理：云安全框架、IaaS/PaaS/SaaS的安全、业务连续性，合规性。

云服务的安全性是客户最关心的问题之一。我们将在这部分系统的探讨云服务的安全保障技术、安全管理体系、云服务连续性保障以及云计算的IT合规性认证等重要的议题。

•　组织能力：团队的思维、能力和治理。

所有的技术与管理要依靠的是人才。因此，本书的最后一部分写的是团队。

企业确定了明确的战略方向，只是企业在竞争中致胜的第一步，企业要取得最终的成功不仅要有正确的战略，更重要是要建立能够将既定的战略得以实施的组织能力。

我们为此设立一个专门的章节，论述如何建立与云服务相适应的、以实现卓越的服务能力为核心的团队思维方式、团队能力和团队治理，包括如何构建技术运营团队和服务团队。

这里也有必要讲一下编写这本书的历程。在多年云端闯荡之后，大约在7年前，我们就萌想写一本实现云计算服务的专著，并开始整理以前的业务工作中的技术文档、管理流程、email、会议记录等。而真正开始写作的时候是4年前，着手编写技术运营部分，后来加入技术架构部分、安全部分，最后的是商务运营部分。在编写过程中，作者也在不断增加，最后聚集到了十余名作者的写作团队。

写书是个艰辛的历程，切身的体会是：写作耗时又耗力，但真的也是自我从实践到理论、再到实践的不断提高过程。付出的很多，也得到很多。这是难得的学习与深造的机会。

最后，在这里代表本书的十余名作者，向业界中的云计算的践行者致意，因为他们多年的奋斗，也铺展了我们前进之路。也希望我们的著作，对大家未来的更大的创业成就，有所借鉴与帮助。

Cloud Computing Services: Operations Management and Technical Architecture

PREFACE

The emergence of the cloud service has dramatically changed the IT industry. Looking back we see the hardware phase (mainframe, PC), the software phase (enterprise and personal software), and, now cloud computing has truly brought us up to the service phase.

The real value of cloud computing resides in the services. It is the business value of the services that has powered the development of cloud computing. Without the value of these services, cloud computing would stay in the lab as technologies, or products of some companies, but would never become a revolution of the IT industry. In fact, this is also the reason we use“cloud computing service”, rather than“cloud computing” in our book title.

The concept of cloud computing has been extensively discussed its strategy, concepts, model and technology. However, seldom do the publications have a deep discussion of how to realize cloud computing as a production service by often omitting some key pieces of the cloud puzzle such as the technical operations, or the whole picture from the operations viewpoint. One of the reasons may be that most of the authors are from academic or engineering backgrounds, and not from the cloud industry operations.

Our Objectives

This book is a result of four years of analysis and research from a group of 15 authors from the cloud computing industry. The purpose of this book is to present a comprehensive picture and detailed study of how the commercial and production cloud services are implemented and operated.

Broad topics are covered in detail. They are grouped in five major fields: business operations, technical operations, technical architecture, security, and organization capability.

Our audiences are:

- Management team: present them with the principles of cloud operations and technologies systematically for their decision making process

- Technical team: bring them the business and operations views and prospective for consideration in their engineering activities

It can also serve as a reference for general IT professionals and colleges to study to understand how a cloud service is designed, built and operated in a service provider company and the business considerations behind that.

Our Values

The values of our book are following:

(1) Cloud Service Provider Viewpoint: Implementation and Operations

For most of the cloud computing publications, authors are from engineering or academic research, and therefore, focus on the technology and research in their writing naturally. Unlike them, we take the viewpoint of a cloud service provider in our book. The writing from this viewpoint is very challenging since a cloud service provider has to implement and operate the service in commercial and production ways, which is beyond the core technology or business activities. In addition, it requires industry experience.

For instance, none of books talk about the cloud technical operations which are the basis of 7×24 production services. Without a reliable and consistent service, all technologies and business models become meaningless. Efficient cost management is another example of what is missing, but yet fundamental to run an investment-heavy service like cloud.

In our book, our discussions span the above topics from dimensions of management, technology and team build-up.

(2) Industry Insight

All the studies from the book were based on industry experience. All the authors of the books are in management or engineering roles in cloud services companies like SaaS, PaaS and IaaS. They presented their views, practices, and methods by systematic analysis and study to our readers.

The authors discuss their analysis, solutions and detail key points and challenging points. These points are extremely valuable in practice. For instance, when we implement a production management process, the key points will tell us what to do, and the challenging points will tell what obstacles are and how to overcome them.

(3) Comprehensive Study

We approached the cloud implementation and operations from three dimensions: management, technology and people.

Each topic was thoroughly studied. For instance, in the technical operations part, we discussed the service build, service operations and quality management. In technical architecture part, we discussed the fundamental technology and architecture, as well as production must-haves of service monitoring and quality engineering.

(4) Theory Novelty

Management methodology is always guidance of practices. We studied the related management framework such as ITIL, 6-Sigma and eTom, and built-up our own model for cloud service operations, such as production design, production service development method, technical operations models, etc. These newly developed methods are much easier for cloud practitioners to adopt and run, compared to the traditional heavy and general purpose management frameworks.

On top of the above, we added numerous case studies for easier understanding and reading. That will help our readers build up their own operations system faster based on their own scenarios.

Book Structure

We constructed our book contents in the following parts.

(1) Business Operations Management

“Cash is the King”. The statement is extremely true for a CAPEX heavy industry like cloud computing. We selected and focused on the finance operations as the topic for the business operations. In this part, we discussed three parts: investment, fund raising and daily finance operations. On top of that, we selected two important topics: cost management and M&A.

Due to the limited time, we have to leave other important topics to the next version, such as sales, marketing, product management.

(2) Technical Operations Management

Technical operations need to ensure the cloud service is running in a highly reliable and consistent mode. Without solid technical operations, the cloud service could only stay in the lab and never become a true commercial business service. This involves service build, production operations, quality management and related management methods.

Technical operations and its theory grow quickly along with the cloud industry. Compared to traditional software development and IT, it is a relatively young field. The lack of systematic study and expertise is the biggest obstacle of technical operations. In this part, we did a comprehensive study based on our 20 years of cloud experience. The study of technical operations made this book very unique among cloud computing books.

(3) Technical Architecture

Technology is the basis for cloud computing. This part is hard to write as many publications already discussed the technologies such as virtualization, storage, database, etc.

In our writing, we discussed that from another angle. In fact, the cloud service providers are more concerned about the technologies used to build a production service platform, rather than highly advanced technologies themselves. Hence, taking the dimension of production services, we focused on technologies and architecture related to building up a reliable, scalable and manageable service oriented architecture, including monitoring and reporting systems, quality improvement, etc.

(4)Security Technologies and Management

Security is one of most critical topics in a cloud service. We systematically explore this topic of security technologies, management frameworks, service continuity and security compliance.

(5)Organization Capability

Regardless of how advanced the technologies are and how mature the management is, it will eventually come down to people and rely on their ability to execute.

We discussed the organization capability from the team mindset, team ability and team governance particularly for the cloud computing industry.

The main contents of our book are below:

Part-1: Business Operations Management

Chapter 1: Overview of Finance Operations for Cloud Service Providers

Chapter 2: Investment and Fund Raising

Chapter 3: Daily Finance Operations

Chapter 4: Cost Management

Chapter 5: Merger and Acquisition

Part-II: Technical Operations Management

Chapter 6: Overview of Cloud Service Technical Operations

Chapter 7: Production Service Development Methodology

Chapter 8: Production Design of Cloud Services

Chapter 9: Production Service Development Management

Chapter 10: Production Operations Overview

Chapter 11: 7x24 Production Services Management

Chapter 12: Change Management

Chapter 13: Capacity Management

Chapter 14: Services Quality Management

Part-III: Technical Architecture

Chapter 15: Overview of Cloud Services Technology

Chapter 16: Technical Fundamentals (1): Virtualization

Chapter 17: Technical Fundamentals (2): Big Data Storage and Database

Chapter 18: Service Oriented Technical Architecture

Chapter 19: Monitoring System for Cloud Services

Chapter 20: Quality Engineering for Cloud Services

Part-IV: Security Management and Technology

Chapter 21: Overview of Cloud Services Security

Chapter 22: Cloud Services Security Framework

Chapter 23: Infrastructure Security

Chapter 24: Data Security

Chapter 25: IaaS and PaaS Services Security

Chapter 26: SaaS Services Security

Chapter 27: Cloud Services Security Governance

Chapter 28: Cloud Services Business Continuity

Chapter 29: Cloud Services Security Compliance

Part-V: Organization Capability

Chapter 30: Organization Capability

Acknowledgement

The book writing has never been an easy task. I'd like to thanks for all the authors for their hard work of the book. Also, thanks for supports from my colleagues from WebEx (now CISCO cloud services), InfowareLab and G-NET, and all the friends involved. Thanks for G-NET company's strong support for the writing.

This book is the contribution from all our authors: Yantao LI, Guoping LIU, Liwei YANG, Kerry ZHU, Yaohe CAO, Ling JIANG, Yonghong CHEN, Jinxian LIU, Power WANG, Fang LIU, Simon TU, Fred YANG, Garry CHEN, Jessica HU, Autumn WANG. Also many colleagues and friends support in providing the writing materials: Stone YANG, Fei ZHU, Guowei TIAN, Xigui ZAI, Junfu SU, Yong ZHANG, Yiming DING, and all the people invovled. These authors and supporters are from G-NET, WebEx (CSCO), 21Vianet (VNET), Teradata (TDC), China Telecom, ShenDa (SNDA), Infowarelab, 99bill, etc. Thanks for our editor ZhaoYan XIA and his colleagues from Tsinghua University Publisher Company.

Thanks for my family, Huiwei and Jane, for their constant support. This writing is very effort and time consuming. Their support is really an encouragement. Also, my special thanks to my father, Mr. Rinong CHEN. He has a lifetime impact to me. He is a well-known journalist in China and directed“China Today” magazine for many years. Most of his time spends on studying, researching and writing. Because of him, I become one of few engineers in IT industry who are willing to write a book.

This book is dedicated for the practitioners and professionals of the cloud computing industry. The idea of the writing was formed about 7 years ago, and real hand-on writing was started 4 years ago. It was a very challenging task for all of our authors: we practice, we learn, we write and we improve ourselves in this writing journey. Hope the book can help the people who are working in and developing our cloud services.

Should there are any questions or suggestions, please feel free contact us:

Email: chris_cchen0@yahoo.com

LinkedIn: Chris Chen ( http://www.linkedin.com/in/chriscchen )

Wechat: chris_cchen