Cloud Service ManagementIntegration and Automation

Sukumar Nayak, Cloud Services Integration & Automation Leader

Date Created: 11/17/2014Date last updated: 02/19/2015

2

What do I plan to discuss todayGOAL: Provide an overview of Cloud computing and it’s strategic relevance to

Service ManagementAgenda

• Cloud computing basics• Cloud Industry dynamics• Approach to the market• Service Management support for Cloud Offerings• Strategic Implications for ITIL Service Management• Where to find more info• Next steps

3

CIOs objectives for IT Service Management• Reduce number of service management system instances core focus on simplification,

standardization & automation

• Migrate Service Management tools & instances to Cloud platform, reduce cost and capital intensity

• Converge service delivery processes, tools and resources

• Improve ITSM systems integration and service delivery data quality

• Improve Agile development and DevOps release management processes

• Provide trust worthy operations facts, metrics and SLA / OLA compliance

• Align functional end-to-end ownership of ITIL processes and tools

• Improve client onboarding and off boarding speed and experience

• Provide transparency for usage based Billing, Invoicing and Chargeback mechanism

4

Cloud computing basicsNIST Definition: Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. This cloud model is composed of five essential characteristics, three service models, and four deployment models.

Ref: NIST Cloud Computing Definition SP 800-145 http://csrc.nist.gov/publications/nistpubs/800-145/SP800-145.pdf

5 Essential Characteristics• On-demand self-service• Resource pooling• Rapid elasticity• Measured service• Broad network access

3 Service Delivery Models• Software as a Service (SaaS)• Platform as a Service (PaaS)• Infrastructure as a Service (IaaS)

4 Deployment Models• Public Cloud• Private Cloud• Community Cloud• Hybrid Cloud

5

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

CLIE

NTM

ANAG

ED

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

INFRASTRUCTURE(AS A SERVICE)

VENDOR

MANAGED Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

PLATFORM(AS A SERVICE)

CLIE

NTM

ANAG

EDV

ENDORM

ANAGED

CLIE

NTM

ANAG

ED

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

SOFTWARE(AS A SERVICE)

VENDOR

MANAGED

Service Delivery ModelsTRADITIONAL

(ON PREMISE)

6

Enterprise Architecture and Cloud ArchitectureBusiness

ArchitectureInformation Architecture

Application Architecture

Technology & Infrastructure Architecture

Service Delivery

What, Who, Why• Mission• Vision• Stakeholders• Operating

Model & Processes

• Value Chain Models

• Metrics & Measures

• Align Business Strategy to IT Strategy

What, How• Data Models• Data Flows• Interface,

Integration & Interoperability

• Relevance to Business functions

With what• Applications• Tools• Functions• Capabilities• Workflows

With what• Servers• Software• Network• Storage• GRC, Legal,

Security & Privacy

• Date Centers Sites

How & How much• Deployment• Chargeback• Break fix• SLAs/SLOs• Operations &

Management

Enterprise Architecture focus

Cloud Architecture focus

7

Promise of Cloud ComputingCloud will not necessarily help map IT to business but…

Cloud can enable:• Economies of scale & Improved resources utilization

• Reduce capital spending on technology infrastructure• Lower barriers to entry for small businesses & lower start-up costs

• Usage based billing (pay as you go)

• Globalization of workforce

• Faster Deployment, Onboarding, Provisioning & De-provisioning

• Improve accessibility anytime & anywhere

• Improve transparency for Integration & flexibility

• Implement Chargebacks

• Improve Operations support & Provide SLAs / SLOs

• Deliver projects more predictability

• Minimize software licensing costs

Challenges & success factors…• Legacy migration

• Integration & Interoperability

• Data & Applications Architecture

• Technology compatibility Issues

• Security & Privacy risks

• Legal & Regulatory Compliance

• Management of Change

8

Cloud Models & Approaches

Ref: OpenNebula.org http://opennebula.org/eucalyptus-cloudstack-openstack-and-opennebula-a-tale-of-two-cloud-models/

Datacenter Virtualization: Cloud as an extension of virtualization in the datacenter; hence looking for a vCloud-like infrastructure automation tool to orchestrate and simplify the management of the virtualized resources.

Infrastructure Provision: Cloud as an AWS-like cloud on-premise; hence looking for a provisioning tool to supply virtualized resources on-demand.

9

Factors for choosing Cloud Models & ApproachesDatacenter Virtualization Infrastructure Provision

Applications Multi-tiered applications defined in a traditional, “enterprise” way

“Re-architected” applications to fit into the cloud paradigm

Interfaces Feature-rich API and administration portal Simple cloud APIs and self-service portal

Management Capabilities

Complete life-cycle management of virtual and physical resources

Simplified life-cycle management of virtual resources with abstraction of underlying infrastructure

Cloud Deployment Mostly private Mostly public

Internal Design Bottom-up design dictated by the management of datacenter complexity

Top-down design dictated by the efficient implementation of cloud interfaces

Enterprise CapabilitiesHigh availability, fault tolerance, replication, scheduling… provided by the cloud management platform

Most of them built into the application, as in “design for failure”

Datacenter IntegrationEasy to adapt to fit into any existing infrastructure environment to leverage IT investments

Built on new, homogeneous commodity infrastructure

10

OpenStack introductionKey Components:

• Compute (Nova)• Image Service (Glance)• Networking (Neutron)• Object Storage (Swift)• Block Storage (Cinder)• Dashboard (Horizon)• Identity Service (Keystone)• Telemetry (Ceilometer)• Orchestration (Heat)• Database (Trove)• Bare Metal Provisioning (Ironic)• Multiple Tenant Cloud Messaging (Zaqar)• Elastic Map Reduce (Sahara)

Ref: OpenStack http://www.openstack.org/

11

OpenStack Basic Deployment

Automation

Database

Blobs

Files

MessagesDatabase

Identity

Library

Compute

Network

Portal Network Compute

Network

Metering

Portal

Identity

Library

Compute

Network

Automation

Database

Blobs

Files

Database

Messages

Metering

Portal

Identity

Library / Images

Compute

Network

Block Storage

Object Storage

Database Services

Automation

Message Broker

Metering

Config Database

Metering

Ref: OpenStack http://www.openstack.org/

12

OpenStack Feature Releases

ComputeCompute

BlobsObject Storage

LibraryLibrary / Images

Portal

Identity

Portal

Identity

Network

Files

Network

Block Storage

AutomationAutomation

MeteringMetering

DatabaseDatabase Services

Austin Bexar Cactus Diablo Essex Folsom Grizzly Havana Icehouse

Ref: OpenStack http://www.openstack.org/

13

OpenStack Feature ReleasesRelease Date Projects

Austin Nov 2010 Nova and Swift

Bexar Feb 2011 Nova, Swift, and Glance

Cactus Apr 2011 Nova, Swift, and Glance

Diablo Sep 2011 Nova, Swift, and Glance

Essex Apr 2012 Nova, Swift, Glance, Horizon, and Keystone

Folsom Sep 2012 Nova, Swift, Glance, Horizon, and Keystone

Grizzly Apr 2013 Nova, Swift, Glance, Horizon, and Keystone

Havana Oct 2013 Nova, Swift, Glance, Horizon, Keystone, Heat, Ceilometer, Neutron, and Cinder

Icehouse Apr 2014 Nova, Swift, Glance, Horizon, Keystone, Heat, Ceilometer, Neutron, Cinder, and Trove

Juno Nov 2014 Nova, Swift, Glance, Horizon, Keystone, Heat, Ceilometer, Neutron, Cinder, Trove, and Sahara

Kilo Apr 2015 TBD

Ref: OpenStack http://www.openstack.org/

14

Cloud Computing Competitive Landscape

Ref: Forrester Wave The Private Cloud Solutions 2013 Q4

Private Cloud Forrester Wave

Ref: Gartner http://cdn-static.zdnet.com/i/story/70/00/006391/cloudwashingchart.png

Gartner Cloud Major Vendors Analysis

15

HP’s approach

• Advise• Determine the best cloud choice for each workload• Understand how to get best return on your current

infrastructure and applications investment• Build a business case and high-level plan• Define a step-by-step plan for the journey

• Transform• Move from the current state to the future state• Transform application workloads (design, build, and test)• Design and implement Cloud environments • Transition workloads and infrastructure into production

• Manage• Provide monitoring and support for hybrid environments

with the confidence it is all managed consistently and securely

Private PublicTraditional Managed

Hybrid DeliveryCloud OS OpenStack

Architecture

Interoperable Services, Unified Management via OpenStack

Buildon-premises cloud services

Consumeoff-premises cloud services

16

Enterprise Cloud Services offers an ecosystem for Cloud Services

Leverage HP’s broad managed Cloud portfolio

HP Enterprise Cloud Services

Solutions

Private Cloud Virtual Private Cloud ContinuityIaaS

Messaging Collaboration Unified Communications

MobilityEnd User/ Workplace Cloud

Microsoft Dynamic CRM SAP Applications Oracle Applications Apps Transformation

Infrastr. Transformation

Apps Dev. for Cloud

17

Orchestrate

HP Helion VPC PC business model and differentiationOffering differentiation

Virtual Private Cloud (VPC) Private Cloud

Infrastructure • HP owned• HP defined

• Client owned• Offering defined HP products

Delivery Global delivery Global standards, regional delivery

Client business model• Asset-free for client• Pay for use of cloud

resources and services

• Client-owned assets• Hardware and software plus

services consumption

HP revenue business model

• Bundled hardware, software, and services

• EG and HPSW—pull through revenue from ES hardware and software build

• EG hardware, software, and implementation services

• HPSW software and professional services for planning, implementation, and evolution

• CMS installation—AP4SaaS• ES infrastructure and cloud

management services

Geographies and locations

Specific HP data center locations defined by HP Client or HP location

Portal and catalog strategy

• ECS-VPC portal• Service catalog defined by

HP

• CSA is now base portal, AP4SaaS is optional uplift

• Service catalog defined by HP

Public Clouds

Self-service user

BrokerSecure

Private Clouds

Virtual Private & Community Clouds

VIRTUAL PRIVATE CLOUD

PRIVATE CLOUD

BridgeBridge

Services catalogInfrastructure, applications,

platform, industry

18

HP’s portfolio & competitive differentiatorsInnovations ex: Moonshot & “The Machine”• six times more powerful than existing servers and require 80

times less energy• capable of managing 160 petabytes in 250 nanoseconds

Catalog & Order Management

Hardware, Software &

Services

Resellers & Partners

(Demand & Supply Chain)

OnboardingValue-add

Services(ex: Assets, Security)

Metering, Analytics, Billing,

Cross-chargeService Delivery

Integrated Value Chain Model

19

Helion SRA High Level Business Requirements Matrix

20

Number of ECS Use Cases: 26 (URL: 26 ECS Use Cases)Number of Requirements: 76+1 (URL: 26 Use Cases to 77 Requirements Mapping)URL: Architecture Analysis v6.1 & URL: ECS Program Requirements Matrix

HP Helion SRA Integration Program One Pager

Phase 19%

Phase 229%

Phase 362%

Phase 1:Business Capabilities:

• Interactions

• Incidents

• Configuration Items (ESL)

# of Requirements: 24• Full: 7

• Partial: 17

Phase 2:Business Capabilities:

• Master Data (Core & Reference)

• Onboarding

• Integration Framework

# of Requirements: 32• Full: 22

• Partial: 10

Tools: AM 3.5 (test), CIS 5.1, CDS 2.2.1, CIT 6.1, ESL 9.3, SM 3.10 OOTB WS (+TDL 1.0), ECS R5

Phase 3:Business Capabilities:

• Changes

• Work Orders

• Notifications

• Service Manager Web Services Framework

# of Requirements: 48• Full: 46

• Out of scope: 2 requirements

Tools: CDS 2.3, CiT 6.3 (test), ESL 10.2, ECS R6.0, eNote 2.0, SM 3.14, RWS 2.0, CIS 6.5, TDL 1.2 (test)

Phase 1Start (05/04/12) BRD (05/25/12) BCG (11/29/12) MTP (03/30/13)

Phase 1+ 2Start (05/04/12) BRD (05/25/12) BCG (06/26/13) Complete 2/7/14

Phase 3Start (05/04/12) BRD (05/25/12) BCG (5/2/14) MTP (8/11/14)

Legend:BCG: Build Complete GateMTP: Move to ProductionTBD: To-Be-Decided WIP: Work-In-Progress

Timeline

• 2 requirements out of scope for Ph 3 scope.

New requirements must be submitted via new POR

21

HP Helion VPC SRA Integration landscape

22

HP Helion SRA Integration STRATEGIC IMPLICATIONSHP Helion Virtual Private Cloud (VPC) SRA Integration provides leverage-able artifacts

• Strategy, Solution Design & Architecture• Other key Deliverables examples

• Use Cases• BRD• RACI• Onboarding steps & flows• Integration APIs• Data Architecture• Training• Testing Strategy & Plan• Integrated Support Processes

Virtual Private Cloud

Private Cloud

Messaging

Collaboration

Real-time Collaboration

Continuity

Unified Communication

HP Helion Services SRA ITIL Services

Leverage the integration

Enterprise Security Services (ESS)

Mobility

Legend:

Integration & Automation in Production:

Partial use of Integration & Automation:

23

HP Helion Cloud Services Onboarding Value ChainDeal Assurance Planning &

DesignSetup Core

CompartmentSetup Core

NetworkSRA

Onboarding

HMCO Admin setup & Handover

to Provisioning

HMCO Operations

Acco

unt t

eam

s, C

lient

Ser

vice

s,

Glob

al E

ngin

eerin

g (G

ETC)

, GSM

/ ES

M &

ES

IT New Deal SharePoint

Deal Pricing

Capacity Review

Network Review

Non Standard Request (NSR)

Reviews: VPC, ISR, Contract

Service Initiation Form (SIF)

Setup Customer Profile

Assign Data Center

Setup Customer Contract

Configure DNS Resolution

Setup Customer Entitlements

Setup Purchase Order

Setup Customer Users, Location,…

Note: There may be additional onboarding steps

Setup Home VLAN

DNS Zone Maintenance

Global Firewall Policy

Customer Connectivity VPC

MDM Tenant Code

Customer Placement

SM Integration & Setup

ESL Integration & Setup

ECSO Customer & Contact Listing

Authorized Caller List

Customer Distribution PDL

Setup RtOP / EON

ECS Portal Training

Service Manager Training

Handover to HMCO Provisioning

Setup Order Approval Mgmt

Handover to Customer/Account

Compute Server Orders

Additional Setup VLANS, Firewall

Handover to HMCO

24

Acronyms• ECS: Enterprise Cloud Services => HP Helion• VPC: Virtual Private Cloud• PC: Private Cloud• ESS: Enterprise Security Services• HPSA: HP Server Automation• OO: Operations Orchestration• CSA: Cloud Service Automation• NIST: National Institute of Standards and Technology• NIST CC SRA: Cloud Computing Standard Reference Architecture• CSA: Cloud Security Alliance• GRC: Global Regulatory Compliance• SLA: Service Level Agreement• SLO: Service Level Objectives• Ap4SaaS: Aggregation Platform for Software as Service

25

Where to find more info...• URL: HP Helion Portfolio

• URL: HP Cloud Community

• URL: ECS VPC SRA Integration Project Share PointHP Enterprise Services ESM Roadmap and Release Plan / Shared Documents / Projects / Enterprise Cloud Services Integration

• NIST CC SRA URL: http://www.nist.gov/itl/cloud/upload/NIST_SP-500-291_Version-2_2013_June18_FINAL.pdf

• TCI CSA URL: https://cloudsecurityalliance.org/wp-content/uploads/2011/10/TCI-Reference-Architecture-v1.1.pdf

• OpenStack wiki URL: https://wiki.openstack.org/wiki/Main_Page

• OpenStack Main Page URL: http://www.openstack.org/

• OpenStack Developers Guides URL: http://developer.openstack.org/

• HP Cloud Stories URL: http://hp-cloudstories.com/

• …

• …

26

Backup

27

NIST CC Security Reference Architecture

Cloud Consumer

Cloud Provider

Cloud Service Management

Cloud Carrier

Cloud Auditor

Cloud Consumer

Provisioning/Configuration

Portability/Interoperability

SecurityAudit

Privacy Impact Audit

Performance Audit

Business Support

Physical Resource LayerHardware

Facility

Resource Abstraction and Control Layer

Service Layer

IaaS

SaaS

PaaS

Cloud Orchestration

Cross Cutting Concerns: Security, Privacy, etc

Cloud Broker

Service Intermediation

Service Aggregation

Service Arbitrage

28

NIST CC Security Reference Architecture

29

TCI Cloud Security Alliance Reference Architecture

30

Workloads shifting to the Cloud

Traditional IT

• Server capacity on demand• Business apps (CRM, ERP)

• IT management

• Email• Personal productivity apps

• Website creation & management• Storage capacity on demand

• App dev. & test• Tech. computing apps

• Data analysis and mining

• Custom apps• Apps with sensitive data

Private cloud Public cloud• IT help desk

• Collaborative apps• Data backup/archive svcs

Cloud computing complements traditional IT

31

Private vs. Public: Understanding the Trade-Offs

Enterprise 1 Enterprise 2

Private Cloud

Private Cloud• Designated enterprise data

center (or segment) managed centrally

• Data center resources shared by all divisions, protected by enterprise central controls

• Divisions of enterprise act as independent tenants

• Some elasticity of resources; good resource utilization; reduced cost of business

No Cloud

Enterprise IT• Each enterprise division

manages its own data center (or a subdivision)

• Exclusive local control of resources

• Internally borne costs and burdens of management

• High-cost overcapacity, low resource utilization

Virtual Private Cloud

Virtual Private Cloud• Third-party data center providers

(public cloud characteristic)

• Data center sharing is restricted to only the divisions of this enterprise (private cloud characteristic)

• Divisions of enterprise act as independent tenants (private cloud characteristic)

• Some elasticity; good resource utilization; low cost of business

Community Cloud

Community Cloud• Consortium or a government

scope data center (larger than private, but smaller than public)

• Members of the consortium or government agencies act as independent tenants

• Data center resources are shared by all members; consortium provides security, privacy and capacity

• Good elasticity of resources; high resource utilization; reduced cost of business

Public Cloud• Third-party data center

providers

• Computing resources shared by independent enterprises (tenants), protected by third parties in cloud

• Maximum elasticity; maximum resource utilization; low cost of business

Public Cloud

32

Private vs. Public: Understanding the Trade-Offs

Enterprise 1 Enterprise 2

Private Cloud

Private Cloud• Designated enterprise data

center (or segment) managed centrally

• Data center resources shared by all divisions, protected by enterprise central controls

• Divisions of enterprise act as independent tenants

• Some elasticity of resources; good resource utilization; reduced cost of business

No Cloud

Enterprise IT• Each enterprise division

manages its own data center (or a subdivision)

• Exclusive local control of resources

• Internally borne costs and burdens of management

• High-cost overcapacity, low resource utilization

Virtual Private Cloud

Virtual Private Cloud• Third-party data center providers

(public cloud characteristic)

• Data center sharing is restricted to only the divisions of this enterprise (private cloud characteristic)

• Divisions of enterprise act as independent tenants (private cloud characteristic)

• Some elasticity; good resource utilization; low cost of business

Community Cloud

Community Cloud• Consortium or a government

scope data center (larger than private, but smaller than public)

• Members of the consortium or government agencies act as independent tenants

• Data center resources are shared by all members; consortium provides security, privacy and capacity

• Good elasticity of resources; high resource utilization; reduced cost of business

Public Cloud• Third-party data center

providers

• Computing resources shared by independent enterprises (tenants), protected by third parties in cloud

• Maximum elasticity; maximum resource utilization; low cost of business

Public Cloud

Autonomy

Cost-Efficiency

33

ECS- Virtual Private Cloud

Public CloudTraditional Outsourcing Virtual Private Cloud (ECS-VPC)

LOW Delivery Standardization HIGH

MONTHS Time to Provision MINUTES

Minimum SLA Guarantees

Strong SLA Guarantees

Strong SLA Guarantees

Variable – Short TermContract Length Multi-year Fixed

Contract Length One Month to Multi-year

High Security Levels

High Security Levels Public Internet Level Security

Single Tenancy Multi-Tenancy with securenetwork compartments

Multi-Tenancy

33

Fixed Multi-Year Pricing

Monthly and Per-User Pricing Reservation & Usage Based

Instance, Bandwidth etc. Usage Pricing

0% Elasticity 100%

Best of both worlds

34

Cloud delivery requires application decisions

What applications should I move to

the cloud?

How do I make applications ready

for the cloud?

How do I secure applications in

the cloud?

How do I integrate my business processes?

How do I integrate applications in the

cloud with my other apps?

How do I develop and test apps in

the cloud?

How do I manage applications in

the cloud?CIO

35

Critical factors to align for new cloud services

Business Strategy, Vision, Goals

End-user view-points, & adoption

IT Operations Model

Technology, Transformation, Integration, Migration, Management of Change

ITSM Service DeliveryModel

Organization, Accountability & Governance, Business Processes,

Value Chain Models, Metrics & Measures Cloud Services

36

Disrupting innovation is accelerating

Mainframe Client/server Internet Mobile, social,big data, cloud

98,000+ tweets

698,445 Google searches

168 million+ emails sent

And every 60 seconds:

217 new mobile web users

• 2/3 of IT decision makers spending less on traditional services as a result of moving to the cloud

• Average cost of a security breach $8.6M USD

• Volume of data by 2020: 35 Zettabytes

37

Deciding where workloads belong

Business• Geographic regulatory

requirements• High availability of apps• Compliance requirements• Service level requirements• Business continuity• Security policies

Technical• Network latency• External dependencies• Language of application• Physical hardware dependencies • Data encryption • Operating system requirements• Parallel processing

Core versus Context• A CORE application is an application that sustainably

differentiates the enterprise within its market, that makes the company being what it is in the eyes of its customers.– Processes that create unique competitive differentiation– Source of revenue and profit growth

• A CONTEXT application is an application that does not differentiate the company from the customer’s viewpoint in the target market.– All other processes– No differentiation for doing them well– Penalties for doing them poorly

Geoffrey Moore – Dealing with Darwin – 2006 & Interviewing Geoffrey Moore: Core versus Context - 2011