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Pilvipalvelut Ja CRM Salesforce.Com Johanna Tulisalmi-Eskola Pilvipalvelut ja CRM Salesforce.com Tiivistelmä Tekijä Johanna Tulisalmi-Eskola Otsikko Pilvipalvelut ja CRM Salesforce.com Sivumäärä 55 sivua Aika 30.3.2020 Tutkinto Insinööri (AMK) Tutkinto-ohjelma Tieto- ja viestintätekniikka Ammatillinen pääaine Ohjaajat Osaamisaluepäällikkö Janne Salonen Insinöörityössä oli tavoitteena perehtyä pilvipalveluihin sekä koota yhteen asioita, joihin pil- vipalvelujen käyttöönottoa suunnittelevan yrityksen tulisi kiinnittää huomiota ja varautua. Lähemmin esiteltiin Salesforce.comin asiakkuuksien hallintaan luomia pilvipalveluja esi- merkkinä asiakasyrityksille lisäarvoa ja tehokkuutta lisäävästä sovelluksesta. Lähtökohtana työlle oli tekijän oma kiinnostus pilvipalveluihin ja digitalisaatioon ajankohtai- sina ilmiöinä, joiden avulla voidaan parantaa asiakaskokemusta ja liiketoimintaa. Työ toteutettiin perehtymällä valikoidusti alan kirjallisuuteen ja internetistä saatavissa ole- vaan sähköiseen materiaaliin. Käsinkosketeltavaa teknistä tuntumaa esimerkkinä esitel- tyyn pilvipalveluun haettiin opiskelemalla internetistä Salesforce.com-yrityksen vapaasti tarjolla olevia tekstejä ja opetusvideoita, sekä koekäyttämällä kyseistä pilvipalvelua. Perehtymistyön tuloksena opinnäytetyön tekijän ymmärrys pilvipalveluista kasvoi ja motiivi perehtyä jatkossa tekoälyyn ja turvallisuuteen sai vahvistusta. Pilvipalvelut ovat tulleet jää- däkseen, ja niiden käyttöönotto ja hyödyntäminen on viimeisen kymmenen vuoden kulu- essa lisääntynyt. Trendi on luonut uusia liiketoimintatilaisuuksia teknisille ja liiketaloudelli- sille konsulteille ja pilvipalvelujen hallinnan parissa toimiville yrityksille sekä muovannut lii- ketoimintaprosesseja, tapaamme johtaa ja tehdä työtä. ”Pilvikypsyys-maturiteetti” yritysten keskuudessa on kasvanut. Pilviteknologia palveluineen osoittautui yhä kehittyväksi alu- eeksi, jonka käsittely yrityksissä tulee olla strategisempaa ja linjassa yrityksen strategian kanssa, jotta riskienhallinta ja odotettavat liiketaloudelliset hyödyt toteutuisivat. Pilvipalvelut osoittautuivat laajavaikutteiseksi ilmiöksi niin yrityksen sisäisen toiminnan ja prosessien, tulevaisuuden teknologioiden hyödyntämisen, liike-elämän kuin yksilöiden ja yhteiskunnan- kin kannalta. Tämän työn sisältöä voidaan hyödyntää antamaan lyhyt yleiskuva pilvipalvelusta 2020-lu- vun alussa ja siihen liittyvistä asioista. Työn sisällön rajallisuus, teknologian ja markkinoi- den muutokset ja nopea kehitystahti lyhentävät tiedon ajantasaisuutta ja kontekstivalidiutta monilta osin muutamaan vuoteen. Avainsanat pilvipalvelut, CRM, asiakassuhteiden hallinta, Salesforce.com Abstract Author Johanna Tulisalmi-Eskola Title Cloud services – CRM Salesforce.com Number of Pages 55 pages Date 30 April 2020 Degree Bachelor of Engineering Degree Programme Information and Communication Technology Professional Major Instructors Janne Salonen, Head of Department The aim of this thesis was to study cloud services and to offer a summary of matters that a company planning to deploy cloud services should pay attention to and prepare for. Salesforce.com cloud service for customer relationship management was presented as an example of an application that adds value and efficiency to customer operations. The starting point for the work was the author’s own interest in cloud services and digitali- zation as current phenomena and enabler of improving new or existing business and cus- tomer experience. The study was carried out by selectively examining the literature in the field and the mate- rial available on the internet. To gain a hands on touch, the salesforce CRM services were tried out in practice by studying selectively the service user and administration guidance videos and practicing utilizing the service sandbox freely available at the salesforce.com portal. The study aims to increase its reader’s understanding of cloud services. The results showed that cloud computing has gained momentum, and its deployment and use has in- creased over the last ten years. This trend has created new business opportunities for sev- eral kinds of market players. Cloud maturity among companies has increased. Cloud tech- nology and its services are an increasingly evolving area full of opportunities. To gain the most benefits companies must create and align their cloud strategy with their overall strat- egy. Cloud computing has proved to be a broadly impacting phenomenon for the com- pany’s internal operations and processes, the use of future technologies, business, individ- uals, and society. In general, this study can be read to gain a brief overview of cloud computing in the early 2020s and related issues. The reader is advised to note that the content of the work is lim- ited and the rapid pace of technological and market development reduces the timeliness and contextual validity in many respects in a few years. Keywords Cloud computing, CRM, Salesforce.com Sisällys Lyhenteet 1 Johdanto 1 2 Yleiskuva pilvipalveluista 2 2.1 Määritelmä 3 2.2 Pilvipalvelujen ominaispiirteet 4 2.3 Palvelumallit 5 2.3.1 Sovellus palveluna (SaaS) 6 2.3.2 Alusta palveluna (PaaS) 6 2.3.3 Infrastruktuuri palveluna (IaaS) 7 2.3.4 Asiakaan ja pilvipalvelun toimittajan vastuunjako 7 2.4 Pilvipalvelujen toteutusmallit 8 2.4.1 Julkinen pilvi 9 2.4.2 Yhteisöpilvi 9 2.4.3 Yksityinen pilvi 10 2.4.4 Hybridipilvi 10 2.5 Pilvipalvelujen etuja 11 2.6 Pilvipalvelujen haasteita ja riskejä 12 2.7 Pilvipalvelut osana aikamme teknologiatrendejä 13 2.8 Pilvipalvelujen turvallisuus mietityttää yhä 16 2.9 Pilvipalvelumarkkinat 20 2.10 Pilvipalvelujen käyttö suomalaisissa yrityksissä vuonna 2019 25 2.11 Pilvipalvelutrendit 2020-luvun alussa 27 2.12 Suurimpien pilvipalvelutarjoajien portfoliot 27 2.12.1 Amazon Web Services (AWS) 27 2.12.2 Google Cloud 28 2.12.3 IBM Cloud 28 2.12.4 Microsoft Azure 29 2.12.5 Oracle cloud 29 2.13 Avoimen lähdekoodin pilvipalveluita 29 3 Huomioitavaa siirryttäessä pilvipalveluiden käyttämiseen 31 3.1 Koetut esteet pilvipalvelujen käyttöönotolle pohjoismaisissa yrityksissä 32 3.2 Otetaan opiksi aiemmista IT-projektien epäonnistumisten syistä 33 3.3 Strategia edesauttaa pilvipalvelujen etujen kotiuttamista 34 3.4 Valitaan yrityksen liiketoiminta tavoitteiden kanssa linjassa oleva toimittaja 35 3.5 Suunnittelun tärkeys 36 3.6 Pilvipalvelujen jalkauttaminen 38 3.7 Pilventoteuttaminen 39 3.8 Yrityksen sovellusten muuttaminen ja pilveen siirtäminen vaatii aikaa 41 3.9 Pilvipalvelujen hallinta 43 4 Tutustuminen Salesforce.comin CRM-pilvipalveluihin 44 4.1 Salesforce.comin pilvipalveluportfolio 45 4.2 Käyttökokemustuntumaa saatiin TrailHead-opetuspalvelulla 47 5 Yhteenveto 49 Lähteet 52 Lyhenteet API Application Programming Interface tarkoittaa ohjelmisto rajapintaa. API on rajapinta, jonka välityksellä ohjelmistot tai ohjelmistojen osat voivat viestiä keskenään tuntematta toistensa sisäistä rakennetta. AWS Amazon Web Services on Amazonin pilvipalvelualusta, joka tarjoaa muun muassa laskentakapasiteettia sekä tallennustilaa. Alustan päälle yritykset voivat rakentaa omia pilvipalvelujaan. AZURE AZURE on Microsoftin alustapalvelu. CaaS Container as a Service tarkoittaa palvelua, joka mahdollistaa konttiteknii- kan käytön ohjelmistonkehityksessä pilvipalveluna. CRM CRM tulee englannin kielen sanoista Customer Relationship Management. Suomen kielelle käännettynä se on asiakassuhteiden hallinta. Termillä vii- tataan joko asiakassuhteiden hallintajärjestelmään, prosessiin tai strategi- aan. FaaS Function as a Service tarkoittaa palveluna hankittua toimintoa. Käytetään myös termiä palvelimeton. Siinä palvelin on piilotettu käyttäjältä/kehittäjältä eikä kehittäjän enää tarvitse huolehtia siitä. Maksetaan vain siitä palvelin- ajasta, kun funktio ajetaan. IaaS Infrastructure as a Service tarkoittaa palveluna hankittua laitteistojärjestel- mää, jonka asentamisesta ja ylläpidosta huolehtii palveluntarjoaja. NIST National Institute of Standards and Technology. Yhdysvaltojen elinkeino- ministeriön alainen julkishallinnon standardointia käsittelevä laitos. PaaS Platform as a Service tarkoittaa palveluna toteutettua palvelualustaa, jonka päälle yritys voi itse toteuttaa haluamiaan sovelluksia. SaaS Software as a Service tarkoittaa palveluna käytettävissä olevaa ohjelmaa, tietokonesovellusta, jota käytetään internetselaimen välityksellä. Ohjelmis- toa ei asenneta käyttäjän tietokoneelle, ja se käyttää pilvipalvelun tarjoajan tietokoneresursseja. XaaS X as a Service on yleisnimi pilvipalvelulle. 1 (55) 1 Johdanto Pilvipalvelut mainitaan yhä yhdeksi Gartner-tutkimusyhtiön listaamista teknologia mega- trendeistä vuonna 2020 - ’mahdollistajien’ kategoriassa. Euroopan tasolla vuorostaan EU:n komission pilvipalvelu käytännön esittely johdattelee pilvipalvelujen merkityksen äärelle. Esiin nousee pilvipalvelujen suuri tekninen ja taloudellinen merkitys. Teknisesti katsoen pilvipalvelut näyttävät tietä kehittyneempien teknologioiden (tekoäly, suuritehoi- nen tietokonelaskenta, asioiden internet ja lohkoketjuteknologia) käyttämiselle EU:ssa. Taloudelliselta näkökulmalta katsoen pilvipalvelut vaikuttavat ratkaisevasti Euroopan da- tatalouteen. Niiden mainitaan helpottavan Euroopan talouden digitaalista transformaa- tiota sekä mahdollistavan merkittäviä taloudellisia hyötyjä oikein käytettynä niin yksityi- sellä kuin julkisellakin sektorilla. [1.] Tässä opinnäytetyössä perehdytään yleisellä tasolla pilvipalveluihin ja niiden hyödyntä- miseen lähestyen aihetta sekä liiketoiminnallisia että teknisiä näkökulmia käsitellen. Opinnäytetyön tavoitteena on muodostaa tekijälleen ja lukijalle yleiskäsitys
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