Software EMEA Performance Tour 2013 - Hewlett Packard · Automated PaaS deployment process with integrations to Service Assurance and Billing Key stages in Provisioning process Billing

Software EMEA Performance Tour 2013 London, UK 2 July, 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Automation - Foundation for a modern cloud computing platform Experiences, typical client journeys and future goals

[email protected] July 2nd 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

Topics

Introduction

Part I - Building Cloud services... • Case Study 1 - NNIT Enterprise Cloud: platform for new SaaS offerings

• Case Study 2 - UK Government Department: on-demand provisioning for platform as a service

• Lessons

Part II - Journey to Future Goals... • Service integration

• Impact on service management

• Lessons

Part III - Closing comments


Part I - Building Cloud services...


Case Study I: Background and Objectives

Background

• NNIT is one of the four largest providers of IT services in Denmark

• Focus areas: IT consultancy, development, implementation and operations for life sciences, finance, public and other industries

• Subsidiary of Novo Nordisk A/S

Objectives

• Transform from technical delivery into business enabler

• Reduce cost to customers and TCO

• Offer standardised Agile GxP certified solutions

• Create services where customer can chose from hybrid cloud delivery services

• Exploit open standards so it can integrate into their existing environment


Case Study I: Underlying Technology Service provider evolution from internal IaaS to external offering for SaaS


Case Study I: Improvements

“Predictable” automation benefits

• Virtual server deployments -> 3 days to 1 hour

• Physical server deployments -> 5 days to 2 hours

• Preconfigured solutions - lower, predictable costs

Increased consistency of deployments

• Greater stability of systems leading to reduced failure rates

• Reduced compliance and configuration management effort

Empowerment of IT staff to focus on unique and specific customer requirements

Reduced marginal costs enabled market growth through selling services to smaller enterprises

Scalable infrastructure • Capable of servicing international growth

• Supporting core business objectives


Case Study II: Background and Requirements

Background

• Public Sector department undergoing application consolidation programme

• Provider contracted to supply production/non-production platforms for new applications

• High volumes of requests -> agile delivery methodology

• Existing provisioning method not acceptable

• Multiple vendors involved in application development lifecycle

Requirements

• Best practice and minimum governance

• Consistent deployment and assurance against the agreed build definition

• Service tracking and measurement

• Support user contractual agreements

• Automated

• Agile demand, supply, delivery management

• Phased approach

• Strategic platform for re-use


Case Study II: Starting point...

Dev QA UAT Perf ... Prod

Workflow orchestration

Hypvervisor,Inf & OS management

Application build

management

Source code management

Quality testing Development

Service request

catalogue

Configuration management

system

Configuration management

Quick win needed


Case Study II: Journey and Future Goals Automated PaaS deployment process with integrations to Service Assurance and Billing

Key stages in Provisioning process

Billing & reporting

Assurance Fulfillment Order management

Design

• Service planning

activities

• Demand for new

services

• Managing the service

portfolio

• Demand modelling

• Subscriber / service

request catalogue

• Portal access

• Subscription /

entitlement

• Approval workflows

• Automated workflow

• Provisioning of

requests

• Cloud provider

integration

• Assurance of

delivered services

• Traditional service

operations processes

integrated into ITSM

processes

• Integrated CMS

• Service health

perspective

• Management

information on usage

• Provides data source

for billing activities

• Dashboard capability

throughout the

lifecycle


Production use...

Dev QA UAT Perf ... Prod

Approval process

SPOC

Asset management

Integration into SCM

Heterogeneous platform provision

Process governance

Chargeback

Workflow orchestration

Hypvervisor, Inf & OS management

Application build management

Service monitoring

IT financial management

Hardware and software asset management

Change and Configuration management

Source code management

Quality testing Development

Request approval and management

Service request catalogue

Service desk

Dis

cove

ry

de

pen

de

ncy

Configuration management system


Key challenges in building cloud service offerings

Siloed operating models

• Resources aligned to technical silos

• Project based organisation not service based

Internal adoption

• Change in operational model

• Change in service management

• Introduction of new roles and responsibilities - management of change required


Part I: Lessons learned

• Multiple routes to success

• Time scales

• End-to-end lifecycle coverage often requires a significant business change programme

• Automation benefits are real and match expectations, but are not the whole story

• Security and operational constraints can dominate exploitation in production environments

Automation

cloud

Top-down from service

catalogue definition

Bottom-up from existing

production processes &

organisation


Part II – Journey and Future

Goals ...


Multi-sourcing complexity Emergence of the “Service Integrator” within IT

SERVICES

Cost effective, predictable service usage

Visibility of the service portfolio

CIO

Compliance and security

Service assurance and quality

CHALLENGES

? Clear responsibilities and accountability

Service sourcing strategy

BUs

INTERNAL ORGANISATION

In-house applications

Private cloud services

Data centres

Workplace services

EXTERNAL SUPPLIERS

Hosted services

Cloud services

Outsourced services

Communication services

DEMAND


Service management of Cloud services

Service strategy • Service portfolio increasingly important

− Compare level of investment vs. value to determine appropriate sourcing models

• Increased focus on demand management

• Different charging & cost allocation approaches

“Customer-centric ITIL compliments customer-orientated Cloud computing”

Service design • Renewed focus on integration of services from multiple

suppliers into service packages

• Supplier management

− Contract language, conditions and SLAs

Service transition • Multi-source environment means an increased need for

structured transition planning

• Need for cloud service providers to integrate with key

processes (change, release & deployment)

• Speed of provisioning impacts change management

• Clarity of 3rd party roles and responsibilities

Service operation • Cloud service provision requires reliability and availability of

services and their underlying applications and infrastructure

• Requires continuous (and sometimes complex) monitoring

against agreed service levels

• Integrated processes to cope with the challenges of security

compliance, privacy, and access


ITIL and Cloud services “The Cloud hasn’t changed core IT management principles” 1

Service catalogue and request fulfilment • From the user perspective, this is increasingly the front end of IT

• A substantial set of changes must be pre-approved and automated to account for the dynamic nature of user demand and related delivery expectations

• Integration and Automation is a pre-requisite

Change management • Begins much earlier in the lifecycle

• Service portfolio management becomes a gatekeeper that decides which services will or will not be provided.

• Services and changes are provisioned near real time

• IT now allows customers to make changes, and the change advisory board (CAB) must decide how to implement control

• CAB’s membership will evolve and demand that changes are properly executed earlier in the cycle


Typical Journey


Automated Service Deployment


Part II: Lessons learned

• Service integrator function becoming an ever more important key role within IT

• Service integrator the natural home for management of cloud service providers

• Service management functions require enhanced automation support

• ITIL V3 and TMF excellent sources of guidance (and some history)

• Increasing role for service designers, enterprise architects to support the

end-to-end lifecycle


Part III - Closing comments and

discussion...


.... is it enough ?

Automation benefits

• Cost reductions and efficiencies

• Agility – services “on demand”, reduced time to market

• Resource pooling – optimised sharing of resources

• Ease of scalability

• Reliability

• Control & standardisation

• Proven ROI


Current opportunity Innovation enabler

But there are barriers to cloud adoption...

Cloud can help close the gap… • Speed innovation • Accelerate business processes • Reduce time to revenue

1. Goldman Sachs Equity Research, January 2011; 2. Source: IDC, Enterprise Panel Survey, November 2010

• Business is adopting cloud based services faster than IT

• 1-2 million est. Google Apps Premier Edition users

• 70K Enterprises on Salesforce.com

• Consumerisation of IT

Business

IT

• 70% CIOs have security top of mind1

• 75% CIOs demand high SLA guarantees for performance and availability2

• 63% Require integration of internal & external services2

• 79% concerned about lock-in2


Future: Retained IT as service aggregator?

Private

Custom Services

Cloud services

Enterprise experience + app catalogue

Marketplace for software, services & content

Process design & service composition

Benchmarking, Vendor mgmt, Service level mgmt, Risk mgmt

Design and execute processes Compose business services

Ubiquitous, collaborative workflows

Analytics & decision support

Users

Superior experience Ubiquitous, collaborative user experience across internal and 3rd party services

Service aggregation Integrations and workflows for IT processes

Service brokerage

Com

mu

nit

y

Internal apps & services

https://www.cerner.com/public/Cerner_3.asp?id=2776


Discussion Topics

• Integrating external service provision into hybrid environments

• Supplier governance and commercial relationships

• Understanding supplier performance and managing it

• Avoiding lock-in though “onboarding” rules for suppliers

• End-to-end service modelling and costing

• Security and compliance

• Is a Cloud service ever really a black-box?


Thank you

Documents

Software EMEA Performance Tour 2013 - Hewlett Packard · Automated PaaS deployment process with integrations to Service Assurance and Billing Key stages in Provisioning process Billing