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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
2© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
3© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
4© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
5© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
6© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
7© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
8© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
9© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
10© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
11© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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?
12© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
13© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
14© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
15© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
16© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
17© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
18© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
19© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
21© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
22© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
23© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
24© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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
25© Copyright 2014 EMC Corporation. All rights reserved.© Copyright 2014 EMC Corporation. All rights reserved.
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