Using HP Operations Orchestration to Industrialize Service Delivery

B5417 – Using HP Operations

Orchestration to industrialize

service delivery

Bhaskar Pal

December, 2014

3Copyright © 2014 Capgemini. All Rights Reserved

B5417 – Using HP Operations Orchestration to industrialize service delivery | Bhaskar Pal | November 2014

Agenda

About Bhaskar

About Capgemini

Challenges, Requirements, Driver Solution

Why HP Operations Orchestration

Next Steps



Bhaskar PalHead – Software, Tools & Automation, Data Services

Over 20 years of experience across EDS, HP, HCL, IBM

Setup large offshore delivery centres as well as greenfield services

Driven high degree of industrialisation across global delivery models

Responsible for standardisation of DS tools across our deliveries

Drive industrialisation through effective use & mix of tools

Support growth using tools to drive non-linear expansion of delivery teams with scale

About Capgemini



About Capgemini

Revenue 2013: €10,092 million

Operating margin €857 million

Operating profit €720 million

Profit for the year attributable to shareholders €442 million

Net cash and cash equivalents €678 million

Cap Gemini S.A.” is a member of the CAC40, listed in Paris

ISIN code: FR0000125338

Note: Our brand name is “Capgemini” but the name of

our share on the stock exchange is “Cap Gemini S.A.”

Reve

nu

e b

y in

du

stry

12%

22%

5%

22%

8%

17%

14%

Energy, Utilities

& Chemicals

Financial

Services

Others

Public Sector

Telecom, Media &

Entertainment

Customer Products,

Retail, Distribution &

Transportation

Manufacturing,

Automotive & Life

Sciences

Reve

nu

e b

y b

usin

es

s

4.5%

40.6%

40.1%

14.8%

Consulting

Services

Technology

Services

Outsourcing

Services

Local Professional

Services



Our Global Presence

Desktops Managed >1m

Deskside Support(users) >1m

Network Devices Managed 200k+

Helpdesk Services (users supported) >1.6Mn

North America

Toronto x 3

Marlborough

Manassas

Dallas

Phoenix

Brazil

São Paulo

Argentina

Buenos

Aires

France

Paris x 5

Prosodie x 5

Brazil

São Paulo

UK

London x2

Rotherham

Bristol

Swindon

NL

Amsterdam x 2

Almere

Spain

Madrid

Finland

Helsinki x 2

Poland

Krakow

Katowice

Opole Eastern Europe

Krakow, Poland

Katowice, Poland

Iasi, Romania

Central Europe

Germany x 7

Switzerland x 2

India

Kolkata

Mumbai

India

Kolkata

Mumbai

Bangalore

Hyderabad

China

HuaQiao

China

Guangzhou

8 IMOC and I/F

Support

7 Global Service

Desk

39 Data

Centers

IS, 17%

Group, 83%

In 2013 the Infrastructure Services

revenue was 17% of the groups revenues

Mainframe MIPS 92k

Physical Servers 25k+

Managed Storage (Petabytes) 26

Operating System Instances 70k+

$ IS Revenue

2011 $2,255

2012 $2,093

2013 $2,272

$0

$500

$1,000

$1,500

$2,000

$2,500

$K

Reve

nu

e

Infrastructure Services $2,272k Revenue

in 2013



Infrastructure Services resources around the World

Brazil

Canada

United States

Mexico

Argentina

Chile

Guatemala

Colombia

All over Europe

Australia

People’s Republicof China

India

Singapore

Philippines

Taiwan

Malaysia

Vietnam

UnitedArab Emirates

Group workforce

>13, 104Working offshore

7,072

UK & Ireland2256

France815

Benelux752

Nordics333

North America1050

Poland & Romania 2,307

France & Spain 1,367

India4,826

Drivers



Our Tools & Technology footprint



Opportunity

Huge repository of validated work instructions ready for automation

Extensive virtualization across clients allowing provisioning through the hypervisor layers

Automation of various tasks through different tools that can now be integrated into an automated process flow

Prevent incidents through better event management

User Lifecycle Mgmt. User Provisioning

User Account Deletion

Asset Creation / Modification / Deletion

(E.g. mailboxes)

Server Lifecycle Mgmt. Server Provisioning

Patching incl. pre- and post checks

System Decommissioning

Maintenance / Housekeeping Tasks

Incident Resolution

Event Response

Standard Changes Auto-Resolution

Remediation Support

Solution



Solution Requirements

Should meet the IT maturity curve of different

customers, currently, at different levels

Should fit in with existing tools deployed within

existing and new client environments without

compromising on functionalities

Enhance the efficiencies achieved through our

existing Rightshore® and other industrialization

strategies

Significantly incentivise clients to standardize

Must be rapidly deployable for onboarding new

clients

Minimum retraining needs for delivery teams

Seamless & unified console abstracting the

underlying technology / product differences

Real-time view of efficiencies being achieved

Ability to further unify and industrialize our L1 teams

across technology domains

Business Operational



Product Requirements

Robust security architecture granular to a client level while

providing leveragability across enterprise

Ability to make on-the-fly execution choices / decisions based

on CI + account information reducing no of workflows required

globally

GUI based, easy to build workflows for automation Execute using prevalent shells like Perl, VB etc.

Integration with multiple tools deployed in our environment Configurable and minimal network changes to deploy

Integrateable with future technologies e.g. REST, Chef,

Docker, Osv, LXCNo changes required on client infrastructure to be managed

Scalable & tiered Architecture Single tool that reuses our existing investments on tools

Works through our multi-layered global management network HA, cloud-enabled, RBAC etc.



Desired Outcomes

Abstracted from environmental

complexities

Intuitive decision making needing lesser

operator interventions

Minimum operator effort / intervention

Lower footprint across the infrastructure

Lower complexity despite multiple tools

& technologies to work with

Segregated repositories

Role based access control

Action masking from operators

Managed device logon masking from

operator

Enables legacy products to interact with

SDx through events

Provides the benefits like auto-scaling

etc. even with existing legacy

infrastructure

Single orchestration platform spanning

across traditional DC and cloud

Reduces Concept to reality timeframe

through policy based management

Standardization Platform Efficient Secure

Bridge for Software defined… Bridge across legacy & cloud



Reference Model

Workload Automation

(Job Scheduling)

Infrastructure

Interface Integration

(executes a single function on a single infrastructure element)

Runbook Automation

Executes one or more tasks on one infrastructure system / element (E.g. Admin Scripts, RBA tooling)

Low-level IT Process Automation

Executes combined tasks (~activity) on different systems, or a complex task on one system (E.g. like Patching, Provisioning)

High-Level IT Process Automation (Orchestration)

Controls processing order of activities and tasks. (E.g. complex ITIL processes. integrating ITIL tools)



Automation Layers

Provisioning

RBA Low-level ITPA

Patching

High-Level ITPA

Network Network PatchingNetwork

ProvisioningMaintenance

OS OS PatchingMaintenance OS Provisioning

Device Device ProvisioningMaintenance, Self-registration Software Patching

Server Maintenance Server Provisioning Server Patching

Storage StorageProvisioningMaintenance Storage Patching

Security Security ProvisioningMaintenance, On-boarding,

password resetSecurity Patching

Virtual Machine Maintenance VM Provisioning VM Patching

Application Tech. Appl. Maintenance Appl. Provisioning Software Patching

Asset/CMDB Update CMDB Capacity Monitoring AM & Capacity Planning

Configuration Coordinate compliance and changeAuto-Discovery, Dependency

MappingChange Management

Device LCM

Appl. LCM

Service Orchestration

Event Mgmt Auto-ticketing Incident-resolutionIncident Mgmt., Problem

Mgmt.

Service catalogue / app

store

Service Desk Service Desk Integration Report creation, publishing Service Coordination Policies



Integration Requirements

Provisioning

RBA Low-level ITPA

Patching

High-Level ITPA

Network Network PatchingNetwork

ProvisioningMaintenance

OS OS PatchingMaintenance OS Provisioning

Device Device ProvisioningMaintenance, Self-registration Software Patching

Server Maintenance Server Provisioning Server Patching

Storage Storage provisioningMaintenance Storage Patching

Security Security ProvisioningMaintenance, On-boarding,

password resetSecurity Patching

Virtual Machine Maintenance VM Provisioning VM Patching

Application Tech. Appl. Maintenance Appl. Provisioning Software Patching

Asset/CMDB Update CMDB Capacity MonitoringAM & Capacity

Planning

Configuration Coordinate compliance and changeAuto-Discovery, Dependency

MappingChange

Management

Device LCM

Appl. LCM

Service Orchestration

Event Mgmt Auto-ticketing Incident-resolutionIncident Mgmt., Problem

Mgmt.

Service Desk Service Desk Integration Report ceation, publishing Service Coordination

Serv

ice

Pro

vis

ionin

g

Serv

ice

Orc

hestra

tion

IBM Tivoli

Monitoring

BMC Remedy

BMC Remedy

BMC AtriumIBM Tivoli

Discovery

VMware vCenter

Microsoft Active

Directory

EMC SRM

HP Insight Control

Cisco Works

IBM Tivoli

End Point Mgmt

COTS Example

Oracle OEM…

IBM Tivoli

Provisioning Mgr

Cisco OpMgr

EMC SRM

Microsoft Active

Directory

VMware vCenter

IBM Tivoli

Provisioning Mgmt

IBM Tivoli

Provisioning Mgmt

IBM Tivoli

End Point Mgmt

BMC Atrium

IBM Tivoli

Monitoring

BMC Remedy

BMC Remedy

BMC Remedy

Business Objects/

Cognos

Cisco OpMgr

IBM Tivoli

Provisioning Mgr

EMC SRM

VMware vCenter

IBM Tivoli

Provisioning Mgmt

IBM Tivoli

Provisioning Mgmt

IBM Tivoli

End Point Mgmt

IBM Tivoli

Provisioning

Mgr

Cisco OpMgrEMC SRM

BMC Remedy

BMC Remedy

BMC Remedy

Asset Mgmt

BMC Remedy

Asset Mgmt

HP

ALM

VMware vCAC

Microsoft

SkySight

IBM

Rational

VMware vCAC

Microsoft SkySight

The information contained in this presentation is proprietary.

Copyright © 2014 Capgemini. All rights reserved.

Rightshore® is a trademark belonging to Capgemini.

www.capgemini.com

About Capgemini

With almost 140,000 people in over 40 countries, Capgemini is one of the world's

foremost providers of consulting, technology and outsourcing services. The Group

reported 2013 global revenues of EUR 10.1 billion.

Together with its clients, Capgemini creates and delivers business and technology

solutions that fit their needs and drive the results they want. A deeply multicultural

organization, Capgemini has developed its own way of working, the Collaborative

Business Experience™, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com.

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