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© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Building a ITSM Roadmap to the Next Generation Data Centre
William DupleyIT StrategistHewlett-Packard Canada
214 September 2007
The need for a next-generation data center
314 September 2007
• IT environment is too expensive to manage and maintain.
• IT takes to long deliver services• Too many applications, too much
customization and too many underutilized servers.
• Energy needs for power and cooling under scrutiny.
• Can’t implement new projects fast enough.• Compliance demands are increasing.
IT pain points
jm2
Slide 3
jm2 suggest we add this skide to set up the pain pointsJoanne McMenoman, 9/10/2007
414 September 2007
Next Generation Data Center Definition
“24x7 lights-out computing environment, based on standard building blocks, automated using modular software, establishing the supply chain for IT services.”
Business
Data Center
IT Services
514 September 2007
Data center
IT Services control room
Standard pre-set configurations of shared system resources
Application services
Infrastructure services
Information services
Remote data
centers
1. Enables a supply chain for delivering IT servicesNext Generation Data Center Goals:
Configure Order Provision Monitor Change
614 September 2007
WW Spending (US$B)
$0$20$40$60$80
$100$120$140$160$180$200 New server spending (USM$) 3% CAGR
’96 ’97 98 ’99 ’00 ’01 ’02 ’03 ’04 ’05 ’06 ’07 ’08
Many Servers, Much Capacity, Low Utilization = $140B unutilized server assets
Cost of mgmt. & admin. 10% CAGR
2. Enables reduction in Operational spendingNext Generation Data Center Goals:
714 September 2007
Only 10% or less of budget is left for innovation
Operations -Management and
Maintenance
65%
Migration and Upgrades
25%
Innovation and New Functions
10%
3. Increases the number innovation resourcesNext Generation Data Center Goals:
814 September 2007814 September 2007
Transforming to a next-generation data center
914 September 2007
NGDC Transformation Domains
Technology
&
Architecture
Management tools
& Processes
Culture & Staff
(IT Personnel)
Demand,
Supply &
IT Governance
Stage 1: Compart-
mentalized
Stage 2: Standardized
Stage 3: Optimized
Stage 4: Service
Oriented
Stage 5: Adaptive, Shared
Infrastructure
Transformation Maturity Stages
1014 September 2007
Technology & Architecture Domain
The technical infrastructure consists of the hardware, software, database, network and infrastructure application sets
Stage 1: Dedicated,
Project-Based
Stage 2: Standardized Technology
Stage 3: Consolidated, Virtualized,
Shared Infrastructure
Stage 4: SOA-
Compliant Infrastructure
Services
Stage 5: Adaptive, Pooled,
Automated Infrastructure
1114 September 2007
Enterprise Architecture(Central Repository of Application Eco-System Relationships)
•Centralized repository of standards for technology, method, and ownership
•Vehicle for driving IT Standardization, simplification and standards evolvement
•Vehicle for determining the best way to build a new system
•Universal Configuration Management Database
Stage 3: Consolidated, Virtualized,
Shared Infrastructure
1214 September 2007
HP Universal CMDB - Visualization
1314 September 2007
Datacenter power and cooling
Integrity blockProLiant block StorageWorks block
Pod (App server)Pod (App server)
Secure Network and Data FabricSecure Network and Data Fabric
Pod (Data server)Pod (Data server)
Capacity planning
Mapping
Capacity planning
Mapping
Mapping
Virtual server services
Virtual storage services
Virtual server services
Capacity planning
Datacenter service busDatacenter service bus
Datacenter power and cooling
Integrity blockProLiant block StorageWorks block
Pod (App server)Pod (App server)
Secure Network and Data FabricSecure Network and Data Fabric
Pod (Data server)Pod (Data server)
Capacity planning
Mapping
Capacity planning
Mapping
Mapping
Virtual server services
Virtual storage services
Virtual server services
Capacity planning
Datacenter service busDatacenter service bus
FC FC
7xxx Router
MGX
ONS 15540/15530
10 GE
MDS 9000
SONET/SDH OC-n / STM-m
10 GE
D1 Video
FC
iSCSIONS 15540/15530
10 GE
MDS 9000
SONET/SDH OC-n / STM-m
10 GE
D1 Video
FC
iSCSI
7xxx Router
Data Center IT Shared Services Catalog
Technology view
Next Generation Data Center ArchitectureStage 3:
Consolidated, Virtualized,
Shared Infrastructure
1414 September 2007
Service Catalog• Self service web
interface provides easy access to the catalog
• Search entire catalog or limited categories
• Navigate directly to specific service requests
• Catalog work flow including sophisticated approvals
Stage 3: Consolidated, Virtualized,
Shared Infrastructure
1514 September 2007
Management Tools and Processes DomainIntegrated Management Tools refers to any resource which provides sets of data, metrics and information used to manage or automate the infrastructure. The processes referred to those are required by the IT Organization for planning and delivery of all IT infrastructure services.
Stage 1: Project-Based Management Tools & Information
Ad Hoc IT Processes
Stage 2: Standardized Tools Standard IT Processes, ITIL
Stage 3: Integrated, Tools & Information
Collection Consolidated, Rationalized, IT Processes
Stage 4: Service-Based Management
Service Centric, Integrated IT Processes
Stage 5: Policy-Based, End-To-End, Management
IT Processes Automated & Integrated with Business Processes
1614 September 2007
ITIL V3
ServiceDesign
Service
ITIL
ServiceStrategies
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
Stage 2: Standardized Tools Standard IT Processes, ITIL
1714 September 2007
ITILv2 & ITILv3
• ITILv2 contained “10 processes” in the two core books
• ITILv3 contains “27 processes” across the 5 core lifecycle books
Optimizing Service Support and Delivery
IncidentManagement
ProblemManagement
ChangeManagement
ConfigManagement
ReleaseManagement
Service LevelManagement
IT FinancialManagement
CapacityManagement
IT ContinuityManagement
AvailabilityManagement
IncidentManagement
ProblemManagement
ChangeManagement
Service LevelManagement
AvailabilityManagement
IT FinancialManagement
CapacityManagement
Asset &Config Mgmt
EventManagement
OperationsManagement
KnowledgeManagement
ServiceCatalog
ManagementRelease & Deployment
Mgmt
DemandManagement
ServicePortfolio
Management
StrategyGeneration
InformationSecurity
ManagementService
ContinuityManagement
SupplierManagement
Validation &Testing
TransitionPlanning &
Support
AccessManagement
ServiceEvaluation
RequestFulfillment
ServiceImprovement
ServiceReporting
ServiceMeasurement
1814 September 2007
1. Integrated ITIL Processes Tool architecture
IT Operations
Focus
IT ProcessFocus
BusinessExternalFocus
Point Tools Consolidated / Integrated Service Perspective
Instrumentall
elements
Consolidateacross
silos & addperformance
Manage key applications,
define IT serviceviews
Businesslevel
reporting
Problem & changemanagement
ImplementCMDB &
SLMIncidentmanagement
Configurationmanagement
Release toProduction
Stage 3: Integrated, Tools & Information
Collection Consolidated, Rationalized, IT Processes
1914 September 2007
2. Continuous SOX Compliance & Security Monitoring and Management
Stage 3: Integrated, Tools & Information
Collection Consolidated, Rationalized, IT Processes
2014 September 2007
3. Integrated Storage Management within Data Center Modules
Host Volume LUN Zone1 2 3 4
5 Job
Stage 4: Service-Based Management
Service Centric, Integrated IT Processes
2114 September 2007
4. Integrated Capacity Planning within Data Center modules
Stage 4: Service-Based Management
Service Centric, Integrated IT Processes
2214 September 2007
5. Real Time Business Incident Impact analysis
“A business process problem exists”
Business Process Performance Dashboard• End user experience views• Business process availability• System performance• SLA adherence
IT Service Viewmaps IT resources to business process step they support
-> quick isolation and resolution of problems
Business Process Viewview into the business process flow, quantify the dollar impact of a IT service degradation
Processes Automated & Integrated with Business Processes
Stage 5: Policy-Based, End-To-End, Management
IT Processes Automated & Integrated with Business Processes
2314 September 2007
BTO and ITILv3
APPLICATIONSSTRATEGY
Project & PortfolioManagement
Center
QualityCenter
SOACenter
PerformanceCenter
OPERATIONS
Universal C
MD
B
Business Availability
Center
Operations Center
Network Management
Center
Service Management
Center
Change and Configuration
Center
Identity Center
BSM ITSM
ITIL v3 (Service Management) ITIL v2 (ITSM)
Demand ManagementIT Financial ManagementService Portfolio ManagementStrategy GenerationAvailability ManagementCapacity ManagementInformation Security ManagementService Catalogue ManagementService Continuity ManagementService Level ManagementSupplier ManagementChange ManagementService EvaluationKnowledge ManagementRelease and Deployment MgmtAsset and Configuration MgmtService Validation and TestingTransition Planning and SupportAccess ManagementOperation ManagementEvent ManagementIncident ManagementProblem ManagementRequest FulfillmentService ImprovementService ReportingService Measurement
2414 September 2007
Culture & Staff (IT Personnel) Domain
Culture & Staff refers to the IT organizational structure and their roles and responsibilities, management style, work environment, focus, and training.
Stage 1: Technology
Focused
Stage 2: Departmental
Teams
Stage 3: Cross
Functional Expert Teams
Stage 4: Service Focused
Stage 5: Business Process Focused
2514 September 2007
Global IT Organization StructureCIO
IT Planning, Administration & Governance
Global Telecom. and IT Security
BU #1 Solutions & Systems
Operational SupportCTO, Finance, Legal
BU #2 Solutions& Services
Operation, Infrastructure& Architecture
Global Development & Support Solution Centers
Data Management Corporate HR & Legal Process Systems
Finance & Administration Process Systems Supply Chain Process Systems
Stage 3: Cross
Functional Expert Teams
Characteristics of Stage 3:• Roles and Responsibility standardized across enterprise• No Shadow IT• Staff performance metrics tied to SLA
2614 September 2007
Continual Service ImprovementIT People Skills
Historic ITSM Role• ITIL Process Definition• ITIL Training• ITIL Implementation
New ITSM Role• IT Lifecycle definition• IT Lifecycle implementation• IT Lifecycle/Process improvement• Process improvement intervention
specialists (Six sigma method))
Stage 4: Service Focused
2714 September 2007
Maturity of the IT function
Maturity of the ITFunction
StrategicPartner
ServiceProvider
TechnologyProvider
Stage 3IT Service
ManagementITSM
• Focus: Supply / Demand• IT as a service provider• IT as an expense to control• IT is separable from business• IT Service Design & Delivery Value Chains
Stage 1IT InfrastructureManagement
ITIM • Focus: Stability / Cost Control• IT are technical experts• IT concerned with stability and efficiency• Budgets are driven by external benchmarks• ITIL Processes
Stage 5Business Aware
ManagementBPA
• Focus: Positioning IT to meet future business challenges• IT is fundamental for business growth• Budgets are driven by business strategy• IT managers are business problem solvers• IT Customer Transformation Value Chain
Time
Stage 5: Business Process Focused
2814 September 2007
Supplementary:ISO/IEC 20000,IT Governance,
Mgmt of Change, etc
HP ITIL curriculum for all skill levels
ITIL Manager courses and certification
Full curriculum path and course details located at:http://www.hp.com/education/sections/itsm.html
Basic Advanced
ITIL Practitioner courses and certification
ITIL Foundation courses and certification
ITIL Awareness
courses
2914 September 2007
Blended learning
Self-learning Material
Distance Learning, Virtual Classroom
Training
• PPS• Books,
manuals • Quick
Reference Cards
• Basic content in individual modules or entire courses
• Pre-testing to assign learning modules
• Web-based prep for certification testing
• Update training and deltas
• Specialist seminars and reunions
Customizedclassroom training
• Workshops• Teamwork• Awareness generation
Real worldSimulations &
Gaming
Virtual Labs
• Hands-on labs from anywhere
• For face-to-face and virtual training
Web-basedTraining
• Floor walking• Coaching• Mentoring• Expert forum
Personal Support on
the job
informal/on-the-job formal
• Instructor-led• Course materials
Learning Solutions
3014 September 2007
Demand, Supply & IT Governance Domain
Demand and Supply refers to the classic economics concept of demand for infrastructure and infrastructure services by the business and the supply of those by the IT Organization. Governance is the set of processes, authorities and decision framework that determines how all major IT decisions are made,
Stage 1: Manage to
Project Resources &
Budget
Stage 2: Centralized
Policies, Supply
Constrained
Stage 3: Centralized Governance
Stage 4: Supply
Driven by Service Demand Forecast
Stage 5: Real Time
Alignment of Supply to Demand
3114 September 2007
BUSINESS
PLAN DELIVER OPERATE
Service Driven Operations
Consolidated service desk
Asset Management
Procurement
Service request management
Quality Assessment
Consolidated Operations
Portfolio Mgnt
Business Service Management
Program Mgnt
Con
figur
e &
Pro
visi
on
Serv
ice
Dep
ende
ncy
Map
ping
BUSINESS
PLAN DELIVER OPERATE
(New) Service Lifecycle & Integrated Portfolio Management
Stage 3: Centralized Governance
Stage 3 : Business based Stage 5 : Enterprise based
3214 September 2007
Exp.
LegendLegendIT Systems Review Board Funding & Prioritization Decision Point
Exp. Exp. Cap. Cap. Cap. Exp.Funding
MonetaryCost
Phase OpportunityDevelopment Analysis Design Construction Implementation
Application Production
Support
Customer Engagement Project DeliverySupport
Process
Testing
Cap.
ProjectScoping
•Application Landscape•Scope – from charter
•BIM•Workflow Models•Tech. & Info Summary-Draft
•Implementation Readiness Summary
A
AA
A
Change Assessment Lead
External Environment
AMT
Domain Contributors
Domain Architects
ITO EA Program
Cross D
omain C
hange
N o
Yes
Ass
essm
ent L
ead
Not
ifica
tion
Task Assignm
ents
Y e s
N o
No
YesDomain Specific Change
No
Yes
AMT Approva l
Yes
Rejection/Issues/Request for Modifications
No
ExternalChange
Announced
ChangeIdentified
ChangeIdentified
ChangeIdentified
A c t i o nReq?
DetermineAffected
Domains
AssessChange(detailed
level)
AssessChange(detailed
level)
Select
ChangeAssessment
L e a d
I n i t i a t e
AssessmentPro ject
Assemble Results &
Recommendation
Assemble Results &
Recommendation
DomainChange?
CommunicateRecommendation
(EA Community)
ArtifactChange?
ChangeArtifact(s)
ChangeDomainStructure
Communicate
Recommendation(EA Community)
Dra f tChanges
Req AMTApproval?
ReviewProposedChanges
ChangeApproved?
AssessChange(highlevel)
A
•Tech. & Info Summary-Final
Draft
Final
Pathway to Production (P2P)
page 18© 2002 June 4th, 2002ITO Enterprise Architecture
External Services Providers
Application Landscape – WW HR SystemsEXAMPLE 1
H PPeopleSoft 8.1
CompaqPeopleSoft PS Ops. Data
Store (ODS)
Health
Benefits(Hewitt)
RetirementPlan
(Fidelity)
Stock Plan
Payroll(SAP)
Multiple Application Feeds Multiple Application Feeds
New Interface by Day 30 (Temporary) 15 min.
l ag
24 hrs. lag
Payroll(SAP)
DataWarehouse
(GEM)
GL, Cost Ctr.Codes (SAP)
SMTPAddresses(Exchange)
FacilitiesLocations
DataWarehouse
Recruiting Data(RecruitSoft)
InLine
@hp
EnterpriseDirectory
ContingentWorkforce
(Ext. Agencies)
ApplicationsReference File
ApplicationsReference File
Legend:
Asset being retired
Interface across Firewall
Existing Interface
New interface
EAI/Messaging infrastructure
Interface can be retired
Existing AssetData warehouse
Other data store or file
BLUE New asset
Core application
Satellite application
WHITE Intranet or Extranet
External service provider application
Existing Asset being changed
or
Existing Interface being changed
Interface being retiredo r
Project Architecture EnforcementStage 3:
Centralized Governance
3314 September 2007
Integrated Plan of Record Reporting• A consistent means of reporting results of progress
across projects for a business
Service
Stage 5: Real Time
Alignment of Supply to Demand
Stage 3: Centralized Governance
3414 September 2007
Operation & Mgmt
SIMServer
Operations Manager
Operation
HPIS
StorageEssential
VSE mgr gWLMmgr
GiCAPmgr
DNSDHCP
SG mgr
Management
NNM
RDP Ignite
=
DB01
vPar 02
AP02
vPar 03
web02
Blad
e
Hardware resource pool Disk Images on EVA4000rx7620rx7620Blade Server
EVA4000
Data
L4 Switch
vPar 01
vPar 02
vPar 03
vPar 01
vPar 02
vPar 03
Blad
eBl
ade
Blad
e
Blad
e
vPar 02
vPar 01
Web ServerOS(Win) + Agent + Apps
AP ServerOS(hp-ux) + Agent + Apps
DB ServerOS(hp-ux) + Agent + Apps
Oracle DB
Snap Shot
Snap Shot
Snap Shot
Snap Shot
Storage
EVA4K
Business 02
DB02
vPar 01Storage
EVA4K
Blad
e
vPar 03
vPar 01
Blad
e
vPar 02vPar 02
AP01
vPar 01
=
L4 S
witc
h
Blad
e
msecTAT
10005000Action
Scenario
Business 01
web01
EVENT
Blad
e
Snap Shot
web03
Blad
e
Action
Real Time Dynamic Resource AllocationSLO Threatened
SLA Management Stage 5: Real Time
Alignment of Supply to Demand
Stage 5: Real Time
Alignment of Supply to Demand
3514 September 2007
Order Receiver Stock Build Pre-Prod Production Decomm Dispose
ProcurementInterface RFID
Work Flow & Tickets
HPAsset CenterAsset Mgnt
HPService CenterConfiguration
MgntAMDB CMDBLinks Asset to CI to facilitate
Asset lifecycle synchronization
Asset Management Supply chain(Cross organization Process Integration and Automation)
Stage 5: Real Time
Alignment of Supply to Demand
Accounting Responsibility
IT Responsibility
3614 September 2007
Best practices for building a next-generation data center
© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
3714 September 2007
Steps to Success1.Simplify through standardization: Standard & consistent
data center architecture and design; standard hardware, tools, and infrastructure
2.Establish PMO for governance: Provides framework for how effort will be structured, who will make decisions
3.Go modular: Allows for fast build, flexibility, scalability, and efficiencies; isolates and separates risk
4.Break plan into bite-size chunks: Divide into cycles, engage proper expertise, identify clear goals & deliverables by quarter
3814 September 2007
Steps to Success, continued…5.Synchronize—timing is everything: Facilities must be
ready to receive servers; servers must be ready to receive applications
6.Define one set of processes: A properly documented single set of processes aligned to ITIL V3 model ensures desired outcomes, allows for automation
7.Actively manage and communicate change: Change management and well-executed communication strategy critical for success
3914 September 2007
HP S
OFT
WAR
E
ITSM Consulting Expertise
§ Consulting & Integration Consultants
– Lead writers of Service Operations
– ITSM Process Design Specialists
– Best Practices Consulting for Service Center Implementation
§ HP Software Professional Services
§ Deep technical expertise on HP software products
§ HP Solution Architects
§ Adaptive Infrastructure Maturity Model Planning
– Partner Ecosystem Consultants
§ Over 230 pre-sales and 260 post-sales consultants in AMX
HP is a leader in the ITIL space
4014 September 2007
Domains
Adaptive Infrastructure Maturity ModelM
etric
s
OperationalEfficiency –
Cost
Quality of Service
Speed of Change
An evolution based on business priorities
A “Maturity Matrix” for anAdaptive Infrastructure:
• Help define where you or your data center is today, and how best to progress to desired level of adaptive.
• Defines a step-by-step roadmap.
• With metrics based on best practice experience.
Technology &Architecture
Demand, Supply & IT Governance
Culture & Staff(IT Personnel)
Management Tools & Processes
4114 September 2007
Next Generation Data Center Transformation Roadmap
Technology & Architecture
1
Demand Supply & IT Governance
4
3
2
#
Culture & Staff(IT Personnel)
Management Tools & Processes
Domains
Projects
Stage :1 Compartmentalized Stage 2: Standardized Stage 3: Optimized
Urgent Priority
High Priority
MediumPriority
FuturePhases
Stage 4: Service Oriented Stage 5: Adaptive
IT Transformation Program Management office
Governance and Project Portfolio Prioritization process
Governance and Architecture Enforcement (PAR) domain
Governance and IT ServiceDelivery & Process Domain
Implement Enterprise Architecture Program
Enterprise ArchitectureValue Proposition Workshop
Implement Strategic and CMM ITSM Projects
ITSMAssessment
Implement operationalITIL processes
Implement IT Value chain and Service Catalogue
Measurement & Reward program
IT Organizationalmodel
Train staff on ITIL/ITSMConcepts
Design EnterpriseIT Management Architecture
Inventory of Existing Tools
Implement Enterprise IT Management Technology
Security Enforcement Technology Architecture
Security Policy and Governance
Security (SOX) continuous compliance reporting
Security Assessment& Gap analysis
Consolidation assessment
IT Shared Services Program
4214 September 2007
Delivering towards the next-generation data centerAdaptive Infrastructure
Cost of operations Speed of changeQuality of serviceInfrastructurerequirements
InfrastructureInitiatives
based on business priorities
Business outcomes
Optimize IT infrastructure
Businessrequirements
Automate IT service delivery
Adaptive Infrastructure solutions & key enablers
Security Virtualization AutomationManagementPower & Cooling
Systems & Services
• Unified Infrastructure Management • Service Management• Integrated Offerings• IT Shared Services• Flexible Computing Services• IT Consolidation
• Business Continuity & Availability• Data Center Services• IT Outsourcing
Manage IT infrastructure
4314 September 2007