fostering business consumption with ... - dell emc … · self-service transformation saves...

1© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.

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


62% 70%BUSINESS LEADERS

ITLEADERS

Business leaders and IT leaders agree that ITaaS is important

Source: IDG /CIO Big Picture Global Survey: Dual Perspective of ITaaS , June 2013

IT AS A SERVICE

Read the Study: http://bit.ly/DP_Operations


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

Package And Orchestrate Services For Agile IT Operations And Convenient Consumption

INFRASTRUCTURETRANSFORMATIONINFRASTRUCTURETRANSFORMATION

PRIVATEPUBLIC

LEGACY

OPERATING MODELTRANSFORMATIONOPERATING MODELTRANSFORMATION

Metering Engine

Metering Engine

Service CatalogService Catalog

Orchestration Engine

Orchestration Engine

User PortalUser Portal

Policy EnginePolicy Engine

New RolesNew Roles

AgileProcesses

AgileProcesses

HYBRID

APPLICATIONTRANSFORMATIONAPPLICATIONTRANSFORMATION

2nd PlatformExisting Apps

3rd PlatformNew Apps

Cloud Fabric

Application Fabric

Data Fabric

End User Experience


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


Operating Model Issues: Operations ViewLabor-Intensive Operations

Multiple management tools and teams:no holistic view

Teams focused on lower-level operational

tasks vs. business innovation

Storage Tools

Storage Team

Operational Processes

Configuration

Incident

Capacity

Server Tools

Server Team

Change

Release

Incident

Problem

Network Tools

Network Team

Problem

CapacityChange

Release

Incident


Transforming Operating ModelsBUSINESS OUTCOMES

Package and orchestrate services for agile, cost effective operations and

convenient consumption

RECOMMENDED INITIATIVES

Inform business consumption with transparent, unit-based pricing, automated metering and billing

Streamline operational process workflows and establish service portfolio roles and skills

Simplify service design and presentation and add end-to-end automation and management

Re-engineer IT Financial Management

for Cloud

Transform Peopleand Processes for

ITaaS

Package IT for Business

Consumption


Package IT for Business Consumption

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

Rethink design and presentation to simplify consumption & bring

end-to-end automation and management for greater agility and reduced cost


Service Catalog Is the FoundationStart with a few infrastructure services, then iterate up the stack

Business Process as a ServiceBusiness Process as a Service

Software as a ServiceSoftware as a Service

Platform as a ServicePlatform as a Service

IaaSIaaSWindows VM

Linux VM

Apache Web Server

Payroll

Business Intelligence

Office Productivity

ERP

Tomcat App Server

Employee Onboarding

SalesForce Automation


Unified Service CatalogDifferent 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, LoBExecutives

Monitor service level attainment and service

consumption


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

Financial Services Solutions ProviderAccelerating Transformation with Catalog of Standard Services


Shadow IT Presents UncertaintyNeed to understand what services are actually being consumed

Are security standards and policy

compliance addressed?

Are security standards and policy

compliance addressed?

What are most heavily used cloud

services?

What are most heavily used cloud

services?

Is unauthorized IP being uploaded to

cloud?

Is unauthorized IP being uploaded to

cloud?

How do consumed services match

IT service catalog?

How do consumed services match

IT service catalog?


Unified Service Portal

Portal Enables Business ConsumptionOne portal for users, managers, and administrators for all service types

Transparent charges for setup

and monthly usage

Transparent charges for setup

and monthly usage

One interface for business and IT services

One interface for business and IT services

Service options filtered by role

and policy

Service options filtered by role

and policy

Single view for orders,

provisioning, reporting

Single view for orders,

provisioning, reporting


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

Leading Global Financial Services FirmSelf-service Transformation Saves Millions in Call Center Costs


Request virtual machine(s) based on

corp. standard

Request virtual machine(s) based on

corp. standard

Specify VM(s) detailsSpecify VM(s) details

Add VM(s) to DNSAdd VM(s) to DNS

Add VM(s) to CMDBAdd VM(s) to CMDB

Install and start configuration

management agent

Install and start configuration

management agent

Update statusUpdate status

Join domain & reboot to apply policies

Join domain & reboot to apply policies

Patch OS from patch repository

Patch OS from patch repository

Install and configure default applicationsInstall and configure default applications

Add default users and groups

Add default users and groups

Report completionReport completion

Populate VM access details in service

portal

Populate VM access details in service

portal

Generate VM hostnames

Generate VM hostnames

Provision storage through orchestration

layer

Provision storage through orchestration

layer

Create network configuration

Create network configuration

Provision virtual machines

Provision virtual machines

Update statusUpdate status

Add IP(s) from IPaddress management

Add IP(s) from IPaddress management

Automation Speeds Service ResponseStart by automating infrastructure services

Self-Service Portal(service catalog)

Automation and Orchestration

Configuration Management

Assure standards and policy compliance

Assure standards and policy compliance

Automate management

across lifecycle

Automate management

across lifecycle

Leverage management tools optimized for

virtualization

Leverage management tools optimized for

virtualization


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

Multinational Oil CompanySpeed time to value for new capital projects


Solution Deploying Platform as a Service solution using VMware

management tool suite, Puppet Labs Transitioning hosted solutions from service providers to in-

house delivery

Challenge Cumbersome, lengthy process for procuring application

development environments Cash flow concerns for hosted application environments

Results Deployment will take days instead of weeks Payback of operational and capital costs within 2 years

EMC IT ePaaS ProgramImproving Agility For Application Developers With PaaS


Administrator View into Service Portal

Operations Insight Transparent management of legacy and cloud services

Policy Based Automation

PerformanceAnalytics

UnifiedManagement

ContinuousCompliance

Consumption visibility for chargeback

Consumption visibility for chargeback

Insight into health, risk

and efficiency

Insight into health, risk

and efficiency

Actionable, proactive

alerts

Actionable, proactive

alerts

Infrastructure, application dependency

insight

Infrastructure, application dependency

insight


Resources

White Paper on EMC IT ePaaS Project

Service Overviews for EMC Infrastructure Automation

EMC Service Catalog Strategy and Design EMC Unified Service Portal Implementation

IDG/CIO Dual Perspectives Study

http://bit.ly/DP_Operations


Getting Started

Ser

vice

Cat

alog

is

the

Foun

datio

nAut

omat

ion

Spe

eds

Ser

vice

Del

iver

y

Package IT for Business

Consumption

Not sure? EMC Shadow IT Assessment can provide consumption insights


Why EMC?

• 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

Virtualization Expertise and Service Management Experience


EMC Service Catalog Strategy and DesignEight week engagement to establish foundation

Initial ServiceCatalog

Develop initial (maturity level 2)

catalog for selected services

Current State Findings

Document current state of service

catalog, processes, governance and supporting tools

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, self-

service portal and rest of solution architecture

Service Portal Prototype

(optional) Create click-through prototype of a

self-service portal


Risk Management

PlanProvide tactical and strategic

recommendations to address

shadow IT risks

EMC Shadow IT Assessment ServiceUnderstand what services business is consuming

Network Topology ReviewUnderstand

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

AnalysisAssess risk by

country, destination, and

source department


EMC Infrastructure Automation ServiceGain Practical Cloud Management Experience

Request

Approval

Provision

Manage

Retire

Archive

ServiceLifecycle

Develop Service Blueprints

Hands-OnExperience

Gain Management and Orchestration Skills

Pilot

Deliver Pre-Production VMware vCloud

Automation Center Environment


EMC Unified Service Portal ImplementationProvide single service interface for business and IT

Business Rules

Establish catalog requirements and

approval logic

Working Portal

Integrate rules, interface, framework for selected services

Customized Framework

Adapt pre-built solution components

User Interface

Online Catalog

Products/Promotions

Request Process

Shopping Cart

Interface Design

Create user experience for target

devices

fostering business consumption with ... - dell emc … · self-service transformation saves...

Documents