Fostering Business Consumption With Damian Karlson

Fostering Business Consumption With
Automation & Orchestration Of IT Services
Damian Karlson
© Copyright 2014 EMC Corporation. All rights reserved.
1
IT AS A SERVICE
62%
70%
BUSINESS
IT
LEADERS
LEADERS
Business leaders and IT leaders agree
that ITaaS is important
Source: IDG /CIO Big Picture Global Survey: Dual Perspective of ITaaS , June 2013
Read the Study: http://bit.ly/DP_Operations
© Copyright 2014 EMC Corporation. All rights reserved.
2
Operating Model Issues: Business View
Lengthy process to
request new services no
longer competitive
Many manual approvals
required, slowing TTM
Project based accounting by
component hinders cost
transparency
© Copyright 2014 EMC Corporation. All rights reserved.
3
Operating Model Issues: Operations View
Labor-Intensive Operations
Server Tools
Storage Tools
Network Tools
Operational Processes
Release
P roblem
C onfiguration
C apacity
C hange
I nc ident
Server Team
I nc ident
Storage Team
P roblem
Release
C apacity
C hange
I nc ident
Network Team
Teams focused on
lower-level operational
tasks vs. business
innovation
Multiple management tools and teams:
no holistic view
© Copyright 2014 EMC Corporation. All rights reserved.
4
Transforming Operating Models
BUSINESS OUTCOMES
RECOMMENDED INITIATIVES
Package and orchestrate services for
agile, cost effective operations and
convenient consumption
Simplify service design and presentation and
add end-to-end automation and management
Package IT for
Business
Consumption
Streamline operational process workflows and
establish service portfolio roles and skills
Transform People
and Processes for
ITaaS
Inform business consumption with transparent,
unit-based pricing, automated metering and billing
Re-engineer IT
Financial Management
for Cloud
© Copyright 2014 EMC Corporation. All rights reserved.
5
Package IT for Business Consumption
Rethink design and presentation to simplify
consumption & bring
end-to-end automation and management for greater
agility and reduced cost
Boost employee productivity through direct service interface;
provide transparency into service demand
Establish a standard portfolio of public and private cloud services
including tiers, service levels, costs
Automate and broker IT and business services across public, private, and
hybrid clouds with contestability
Manage the IT portfolio holistically across virtual and physical data
centers, providing insight into performance and efficiency concerns
© Copyright 2014 EMC Corporation. All rights reserved.
6
Service Catalog Is the Foundation
Start with a few infrastructure services, then iterate up the stack
Business Process as a Service
Busine ss Intelligence
Em ployee Onboarding
ER P
Software as a Service
Payroll
Sale sForce Automation
O ffice Productivity
Platform as a Service
Apache Web Se rver
Tom cat App Server
IaaS
W indows VM
Linux VM
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Unified Service Catalog
Different views into catalog depending on job function
IT
Administrators
Business
Professionals
IT, LoB
Executives
Align service
requirements,
description with
technical architecture
Consume automated
services specific to role
in accord with policy
Monitor service level
attainment and service
consumption
© Copyright 2014 EMC Corporation. All rights reserved.
8
Financial Services Solutions Provider
Accelerating Transformation with Catalog of Standard Services
Challenge
 Needed to meet standards and follow policies of corporate
data center
 Address shortcomings in corporate standards for specific
regulatory considerations and legacy application
architectures
Solution
 Created catalog of corporate service standards and
architecture
 Mapped services to current business unit environment,
including gap analysis
Results
 Service catalog provided a firm target for migration and
transformation efforts
 Prioritized requests for changes to corporate and data center
standards to meet business requirements
© Copyright 2014 EMC Corporation. All rights reserved.
9
Shadow IT Presents Uncertainty
Need to understand what services are actually being consumed
What are most
heavily used cloud
services?
Is unauthorized IP
being uploaded to
cloud?
Are security
standards and policy
compliance
addressed?
How do consumed
services match
IT service catalog?
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10
Portal Enables Business Consumption
One portal for users, managers, and administrators for all service types
One interface for business
and IT services
Unified Service Portal
Service options
filtered by role
and policy
Single view for
orders,
provisioning,
reporting
Transparent
charges for setup
and monthly usage
© Copyright 2014 EMC Corporation. All rights reserved.
11
Leading Global Financial Services Firm
Self-service Transformation Saves Millions in Call Center Costs
Challenge
 Siloed applications all requiring separate maintenance
capabilities
 Inconsistent, poor user experience
 As a result, low adoption of service
Solution
 Developed new business processes for self-service around
password reset, device ordering
 Built a web/mobile portal framework that plugged into their
architecture seamlessly
Results
 $8-$10m savings per year on call center costs supporting
250k employees across 110 countries
 All employees’ IT capabilities are automatically provisioned
through self-service portal
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12
Automation Speeds Service Response
Start by automating infrastructure services
Self-Service Portal
(service catalog)
Automation and
Orchestration
Configuration
Management
Request virtual
mac hine(s) based on
c orp. s tandard
G enerate VM
hos tnames
A dd VM(s) to DNS
P atch OS from patch
repository
Specify VM(s) details
P rovision storage
through orchestration
layer
A dd VM(s) to CMDB
I ns tall and configure
default applications
C reate network
c onfiguration
I ns tall and start
c onfiguration
management agent
A dd default users and
groups
A dd IP(s) from IP
address management
Join domain & reboot
to apply policies
P opulate VM access
details in service
portal
P rovision virtual
mac hines
U pdate s tatus
Report c ompletion
Automate
management
across lifecycle
Leverage management
tools optimized for
virtualization
U pdate s tatus
© Copyright 2014 EMC Corporation. All rights reserved.
Assure standards and
policy compliance
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Multinational Oil Company
Speed time to value for new capital projects
Challenge
 Labor-intensive project initiation: each capital project needs a customized
engineering environment with lots of IT assets
 Complex environments with increasing resource requirements spanning IT
disciplines (storage, servers, applications, database) and global IT organization
 Project initiators have little insight into provisioning status
Solution
 Streamlined and automated application and infrastructure provisioning
processes
 Service portal with roles for business administrators, project engineers, IT
administrators
Results
 Project environment deployed in days instead of weeks
 Faster completion of large-scale, high dollar value of capital projects means
faster time to revenue
 Light-touch IT reduces help desk interactions
© Copyright 2014 EMC Corporation. All rights reserved.
14
EMC IT ePaaS Program
Improving Agility For Application Developers With PaaS
Challenge
 Cumbersome, lengthy process for procuring application
development environments
 Cash flow concerns for hosted application environments
Solution
 Deploying Platform as a Service solution using VMware
management tool suite, Puppet Labs
 Transitioning hosted solutions from service providers to inhouse delivery
Results
 Deployment will take days instead of weeks
 Payback of operational and capital costs within 2 years
© Copyright 2014 EMC Corporation. All rights reserved.
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Operations Insight
Transparent management of legacy and cloud services
Administrator View into Service Portal
Unified
Management
Policy Based
Automation
Consumption
visibility for
chargeback
Infrastructure,
application
dependency
insight
Continuous
Compliance
Actionable,
proactive
alerts
© Copyright 2014 EMC Corporation. All rights reserved.
Insight into
health, risk
and efficiency
Performance
Analytics
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Transforming to IT as a Service
Align Workloads
With Most Suitable
Cloud Model And
Empower Them For
Mobile And Big
Data Solutions
Deliver Private
Cloud With Legacy
And Hybrid Cloud
Extensibility
A P P L ICAT IO N
TRANSFORMATION
OPERATING MODEL
TRANSFORMATION
End User Experience
A pplication Fabric
User Portal
New
Roles
D ata Fabric
C loud Fabric
2 nd P latform
Existing A pps
3 rd P latform
New A pps
INFRASTRUCTURE
TRANSFORMATION
LEGA CY
HYBRID
PUBLIC
PRIVA TE
Service
Catalog
Policy
Engine
Orchestration
Engine
Agile
Processes
Package And
Orchestrate
Services For Agile
IT Operations And
Convenient
Consumption
Metering
Engine
© Copyright 2014 EMC Corporation. All rights reserved.
17
Automation Speeds
Service Delivery
Service Catalog is
the Foundation
Getting Started
Package IT for
Business
Consumption
Not sure? EMC Shadow IT Assessment can provide consumption insights
© Copyright 2014 EMC Corporation. All rights reserved.
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Resources
IDG/CIO Dual
Perspectives Study
http://bit.ly/DP_Operations
© Copyright 2014 EMC Corporation. All rights reserved.
White Paper on
EMC IT ePaaS Project
Service Overviews for
EMC Infrastructure Automation
EMC Service Catalog Strategy and Design
EMC Unified Service Portal Implementation
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Why EMC?
Virtualization Expertise and Service Management Experience
• Thousands of service management engagements
• Experience with enterprise-scale operational
transformation across multiple industries
• Deep expertise with management and orchestration
software optimized for virtualization
• Best practice IT service catalogs, service portals, and
supporting technical reference architectures
© Copyright 2014 EMC Corporation. All rights reserved.
20
EMC Service Catalog Strategy and Design
Eight week engagement to establish foundation
Current State
Findings
Initial Service
Catalog
Service Center
Charters
Services
Blueprint
Document current
state of service
catalog, processes,
governance and
supporting tools
Develop initial
(maturity level 2)
catalog for selected
services
Define mission/vision,
scope of services,
strategic alignment
Determine service
request process
definitions, decision
logic, taxonomy &
solution architecture
© Copyright 2014 EMC Corporation. All rights reserved.
Service
Management
Roadmap
C reate roadmap to
achieve future state
service catalog, selfservice portal and rest
of solution architecture
Service Portal
Prototype
(optional) C reate
click-through
prototype of a
self-service portal
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EMC Shadow IT Assessment Service
Understand what services business is consuming
Network
Topology
Review
Understand
public internet
connection
topology and set
up network
security tool
Country
Risk
Active Data Deep Packet Destination Management
Capture
Analysis
Analysis
Plan
Capture all public
internet data
leaving the
organization and
its destination
© Copyright 2014 EMC Corporation. All rights reserved.
Conduct deep
analysis on the
captured data to
identify types and
users of
unauthorized
services
Assess risk by
country,
destination, and
source
department
Provide tactical
and strategic
recommendations
to address
shadow IT risks
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EMC Infrastructure Automation Service
Gain Practical Cloud Management Experience
Request
Archive
Approval
Retire
Provision
Manage
Hands-On
Experience
Service
Lifecycle
Gain Management and
Orchestration Skills
Develop Service Blueprints
© Copyright 2014 EMC Corporation. All rights reserved.
Pilot
Deliver Pre-Production
VMware vCloud
Automation Center
Environment
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EMC Unified Service Portal Implementation
Provide single service interface for business and IT
U s er
I nterface
O nline
C atalog
P roducts/
P romotions
Request
P rocess
Shopping
C art
Business
Rules
Interface
Design
Customized
Framework
Working
Portal
Establish catalog
requirements and
approval logic
Create user
experience for target
devices
Adapt pre-built
solution components
Integrate rules,
interface, framework
for selected services
© Copyright 2014 EMC Corporation. All rights reserved.
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