Fostering Business Consumption With Automation & Orchestration Of IT Services. Antoine Acklin Head of Consulting, Australia & New Zealand

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1 Fostering Business Consumption With Automation & Orchestration Of IT Services Antoine Acklin Head of Consulting, Australia & New Zealand 1

2 IT AS A SERVICE 62% 70% BUSINESS LEADERS IT 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: 2

3 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 APPLICATION TRANSFORMATION 2 nd Platform Existing Apps INFRASTRUCTURE TRANSFORMATION PUBLIC End User Experience HYBRID PRIVATE Application Fabric Data Fabric Cloud Fabric 3rd Platform New Apps LEGACY OPERATING MODEL TRANSFORMATION User Portal Service Catalog Policy Engine Orchestration Engine New Roles Agile Processes Package And Orchestrate Services For Agile IT Operations And Convenient Consumption Metering Engine 3

4 Operating Model Issues: Business View Lengthy process to request new services no longer competitive Project based accounting by component hinders cost transparency Many manual approvals required, slowing TTM 4

5 Operating Model Issues: Operations View Labor-Intensive Operations Server Tools Storage Tools Network Tools Release Problem Change Incident Server Team Operational Processes Configuration Capacity Incident Storage Team Problem Release Capacity Change Incident Network Team Teams focused on lower-level operational tasks vs. business innovation Multiple management tools and teams: no holistic view 5

6 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 Streamline operational process workflows and establish service portfolio roles and skills Inform business consumption with transparent, unit-based pricing, automated metering and billing Package IT for Business Consumption Transform People and Processes for ITaaS Re-engineer IT Financial Management for Cloud 6

7 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 7

8 Service Catalog Is the Foundation Start with a few infrastructure services, then iterate up the stack Business Process as a Service Business Intelligence Employee Onboarding ERP Software as a Service Payroll SalesForce Automation Office Productivity Platform as a Service Apache Web Server Tomcat App Server IaaS Windows VM Linux VM 8

9 Unified Service Catalog Different views into catalog depending on job function IT Administrators Align service requirements, description with technical architecture Business Professionals Consume automated services specific to role in accord with policy IT, LoB Executives Monitor service level attainment and service consumption 9

10 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 10

11 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? 11

12 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 12

13 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 13

14 Automation Speeds Service Response Start by automating infrastructure services Self-Service Portal (service catalog) Automation and Orchestration Configuration Management Request virtual machine(s) based on corp. standard Generate VM hostnames Add VM(s) to DNS Patch OS from patch repository Specify VM(s) details Provision storage through orchestration layer Add VM(s) to CMDB Install and configure default applications Automate management across lifecycle Create network configuration Add IP(s) from IP address management Install and start configuration management agent Join domain & reboot to apply policies Add default users and groups Populate VM access details in service portal Provision virtual machines Update status Report completion Leverage management tools optimized for virtualization Update status Assure standards and policy compliance 14

15 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 15

16 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 16

17 Operations Insight Transparent management of legacy and cloud services Unified Management Administrator View into Service Portal Policy Based Automation Infrastructure, application dependency insight Consumption visibility for chargeback Continuous Compliance Actionable, proactive alerts Insight into health, risk and efficiency Performance Analytics 17

18 Resources IDG/CIO Dual Perspectives Study White Paper on EMC IT epaas Project Service Overviews for EMC Infrastructure Automation EMC Service Catalog Strategy and Design EMC Unified Service Portal Implementation 18

19 Getting Started Service Catalog is the Foundation Automation Speeds Service Delivery Package IT for Business Consumption Not sure? EMC Shadow IT Assessment can provide consumption insights 19

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21 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 21

22 EMC Service Catalog Strategy and Design Eight week engagement to establish foundation Current State Findings Document current state of service catalog, processes, governance and supporting tools Initial Service Catalog Develop initial (maturity level 2) catalog for selected services Service Center Charters Define mission/vision, scope of services, strategic alignment Services Blueprint Determine service request process definitions, decision logic, taxonomy & solution architecture Service Management Roadmap Create roadmap to achieve future state service catalog, selfservice portal and rest of solution architecture Service Portal Prototype (optional) Create click-through prototype of a self-service portal 22

23 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 Active Data Capture Capture all public internet data leaving the organization and its destination Deep Packet Analysis Conduct deep analysis on the captured data to identify types and users of unauthorized services Country Destination Analysis Assess risk by country, destination, and source department Risk Management Plan Provide tactical and strategic recommendations to address shadow IT risks 23

24 EMC Infrastructure Automation Service Gain Practical Cloud Management Experience Request Archive Approval Retire Provision Manage Hands-On Experience Gain Management and Orchestration Skills Service Lifecycle Develop Service Blueprints Pilot Deliver Pre-Production VMware vcloud Automation Center Environment 24

25 EMC Unified Service Portal Implementation Provide single service interface for business and IT User Interface Online Catalog Products/ Promotions Request Process Shopping Cart 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 25

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