SESSION 703 Wednesday, November 4, 9:00am - 10:00am Track: Advancing ITSM

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1 SESSION 703 Wednesday, November 4, 9:00am - 10:00am Track: Advancing ITSM Optimizing ITSM for Cloud Computing Reginald Lo Director, Accelerate Management, VMware Session Description Organizations are launching their private clouds, consuming public clouds, and developing hybrid cloud strategies. In this era of cloud computing, IT needs to transform itself to deliver the agility the business demands and the continuous delivery required by DevOps. This session describes the organizational capabilities adopted by organizations with mature cloud computing programs, explaining how organizations can transform from a project-oriented approach to a service-oriented approach and how ITSM processes can be optimized for cloud computing. Attendees will discover what they need to deliver internal cloud services and become a service broker for external cloud services. (Experience Level: Intermediate) Speaker Background Reginald Lo is a certified ITIL expert and the director of Accelerate Management at VMware. He has helped hundreds of organizations adopt ITSM best practices. Reg was a reviewer for the ITIL 2011 edition and for TIPA, an open framework for assessing ITIL and ISO/IEC maturity.

2 Optimizing ITSM for Cloud Computing Reg Lo Director, Accelerate Advisory s Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Continual Improvement Best Practices for Organizing for the Cloud Questions & Answers

3 Reg Lo Introductions Director of Accelerate Advisory services at VMware ITIL Expert Reviewer for the ITIL 2011 books Member of the EDUCAUSE Catalog working group Helped hundreds of organizations with their ITSM journey Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers

4 Proactive Operations The Cloud Computing Vision is Characterized by Customer Self- Catalog Automation for Agility Cost Transparency Levers to Control Costs Broker Private Hybrid Public Standardized s Day 2 Self- Management Elastic Capacity Pay as You Go Why do we need to optimize ITSM for the Cloud? Are your ITSM processes agile enough for the Cloud? Can your ITSM processes handle a fluid and dynamic environment? Are your ITSM processes designed to support high-levels of automation and orchestration? Do your ITSM processes have an on-prem assumption?

5 Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers Portfolio / Catalog Defining End-to-End s Type of Offerings End-to-End Includes IaaS Windows Network (Firewalls, Load Linux Balancers, ACLs) Architected for Availability and Continuity Monitoring PaaS DBaaS ACLs Schema Cloud-Native-PaaS Monitoring Logging Environment-as-a- Integration with DevOps X aas Desktop-as-a- (DaaS) Designed for specific use cases

6 Today s Vicious Circle of Demand and Capacity Lack of Agility Creates Dysfunction Historically, time-to-provision was slow App Dev over provisions because Vendor wants to avoid performance issues App Dev wants to avoid lead time to provision additional capacity Over provisioning results in idle infrastructure Organization bears the cost Added Controls Slow IT Down More Approval gates are added to reduce over provisioning Architecture reviews are added because each environment is custom, versus being built with standard services A New Way of Running IT: Streamlining Demand and Capacity Management Project Portfolio Management Review and approve Infrastructure budget of project as part of the PPM process Cloud Provisioning Process App Dev can provision standard services without approval as long as it does not exceed approved budget Leverage the benefits of elastic capacity Capacity Optimization Use Cloud Management tools to identify overprovisioned servers Optimize work loads based on real-world data

7 IT Financial Management More steps in the path to maturity Unit Cost Transparency Show-back Charge-back Cost optimization across clouds isn t easy Private $/VM Hybrid Reserved vs On-Demand Costs Public $/CPU Hour Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers

8 Standard changes Optimizing Change Management If automation reduces risks, do we still need the same Change Management oversight? Provisioning Expanding capacity Automated availability and performance actions Installing physical infrastructure Launch a new X aas service or new capability Upgrading cloud management tools Normal Changes CONFIDENTIAL 13 Re-thinking Configuration Management How do you discovery CIs in the Public Cloud? Is periodic discovery not frequent enough for the Software Defined Data Center? Is it worthwhile tracking capacity bursts?

9 Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers Choosing a Request Portal Are the requestor of cloud services different to the requesters of end user computing services? Can the portal handle day 2 self-service cloud management activities? Single Portal Strategy Dual Portal Strategy

10 Broker Model Agility via automating delivery of personalized services Application Policies Abstraction to Model once deploy anywhere Applications Test Production VM s with Network Resource Pools Machine Policies Infrastructure Policies Development Public Cloud Personalize s through Business Policies Machine Policies Application Policies Reservation Policies Private Cloud Incident & Problem Management Cloud Operations Management Tools Greater resiliency Automation and simplification Problem Management Less Incidents manually entered Less Incidents Shift-left to less expensive resources Inputs into service design

11 Automating Event Management Event Hardware failure Automated Response Automatically activate VM on alternative infrastructure Automatically create Incident ticket in ITSM tool Malware detected Isolate VM using network virtualization Activate VM based on last good copy Automatically create Incident ticket in ITSM tool Conduct forensics on infected VM High CPU utilization Check policy for number of VMs, activate another VM to burst capacity Automatically create Incident ticket in ITSM tool Investigate cause of high CPU utilization Emphasis Shifting to Earlier in the Lifecycle Strategy Continual Improvement Design Any IT on Demand Unprecedented Quality Policy-Based Management Extensibility & Integration Operations Transition Management & Automation 20

12 Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers New Cloud Functions End-User Application Development NOC / Desk Cloud Tenant Operations Line of Business Cloud Infrastructure Operations Monitoring Tools 22

13 New Operating Model for the Cloud IT s Cloud Infrastructure s Physical Infrastructure s IaaS Definition and Costing Security Profiles SDDC Architect and Design Infrastructure Architect and Design Design, Develop and Release Compute PaaS SDDC Deploy Network DBaaS Cloud Tenant Operations Compute Profiles Policy-based Automated Provisioning Network Profiles SDDC Automate Storage X aas Cloud Infrastructure Operations Physical Infrastructure Operations Infrastructure Build Infrastructure Operations Storage Profiles Quality SLAs Customer Relationship Management OLAs SDDC Operate Asset Management OLAs Enterprise Management (Change Management, Desk, ) Strategy, Governance, and Business Management Program and Project Management New Cloud Roles SDDC/Cloud Leader SDDC/Cloud Architect Financial Analyst (shared) Owner (shared) Cloud Infrastructure Ops SDDC/Cloud Engineer Customer Relationship Manager Cloud s Portfolio Mgr SDDC/Cloud Developer SDDC/Cloud Administrator Architect Cloud Tenant Ops Policy/Blueprint Mgr SDDC/Cloud Capacity Analyst SDDC/Cloud Analyst Developer Analyst Administrator QA

14 Agenda Introductions Why do we need to Optimize ITSM for Cloud Computing? Strategy & Design Transition Operations Best Practices for Organizing for the Cloud Questions & Answers Thank you for attending this session. Please don t forget to complete an evaluation form!

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