ITSMF UK. 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom. Tel: +44 (0) Fax: +44 (0)

Transcription

1 ITSMF UK 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom Tel: +44 (0) Fax: +44 (0)

2 Lance Mitchell Allen Systems Group

3 ITSM and the Cloud Are cloud implementations ignoring the rigours of traditional ITSM?

4 Lance's Background Allen Systems Group Barclaycard Change Delivery Family Tree Xenia Mason Greenfield Research Business Improvement Steria Systems Integration 2000 Savera Web-based Interconnect Billing SW Zoe Sophie Ben Taran Reife Ollie Marley Alfie Sema Group Telecoms CC & Billing SW Dave 1996 Denise Computer Associates Database and Dev Tools Pete Ingres RDBMS Tech Support and Training 1992 Lance Eurodania Scheduling Systems SW Development SLIM Systems Mortgage lications SW Development 1974 Military - Aerial Cartography -> Systems Analysis and Programming

5 Where are we going?

6 Technology is dominated by two types of people: Those who understand what they do not manage, and those who manage what they do not understand. Putt s Law Archibald Putt

7 ITIL and DevOps Working Together Progressive Operations Framework lication LifeCycle View Thursday, March 09, 2006 Construct Definitive Software Library (DSL) Build Process Software Performance Engineering lication Instrumentation (Capacity, Performance, Availability, Service Usage, Business Metrics) Error Handler & Logger Incident Data Capture Tools lication Tracing Capacity, Performance, Availability Database Data Archival Authentication & Authorization System Confidentiality Mechanism Operate Configuration Status Accounting & Audit Security Administration Security Audits DSL, Documentation and Data Backup and Recovery Disaster Recovery Planning Design Test Deployment Change Support Service Level Metrics Definition Component Failure Impact Analysis Maintenance Planning Environment / Hardware, Data and Vendor Redundancy Fault Tolerance Solution Development Known Error Database Event Response Guides Acceptance Testing lication Sizing Release Policy Service Catalog Service Level Definition Rollout / Rollback Process Support Plan Escalation Process Operations Guide Service Desk Training & Communication Release Readiness Review Change System Change Categorization & Prioritization Rules Change Advisory Board Integrated Change Calendar Configuration Plan Configuration Database IT Service Delivery Incident Database Incident Correlation & Trend Analysis Problem Prioritization Rules Capacity, Performance, Availability, Service Usage, Business Metrics & Support Statistics Reporting & Trend Analysis Analysis Optimize Service Level Requirements Business Impact Analysis Data Classification Capacity & Performance Modeling SLA Reviews Progressive Insurance All rights reserved.

8 IT Service Lifecycle Delivery Lifecycle Service Catalog / Request Release Automation Solution Landscape Demand Develop Deploy Portfolio Analysis Resource Mgmt Requirements Mgmt Chg & Config Mgmt Work & Project Mgmt Quality Release Control Release Vault Operate Incident Problem IT Config IT Change

9 lication Virtualization PMDB Secure Access Glossary (Terms and Metrics) and ITSM Governance Business Processes Abstract Reference Structure for connecting ITSM with the Cloud Environment Business Service Support & Service Delivery Infrastructure Integration and Automation Infrastructure Interfaces Software Asset + License PC / Laptops / Mobile Workflow / Process Automation Software Deployment Change IT Asset Finance for IT Services Chargeback Problem Server Provisioning Service Service Desk Incident Discovery & Dependency Mapping Service Catalog Federated CMDB Backup and Disaster Recovery Business Service Capacity Service Level Dashboards / Reporting Monitoring Supplier PC / Laptops / Mobile Reporting & Governance Clients Physical Servers Virtual / Cloud Distributed Mainframe Clients

10 Processes and IT Silos Event Mgmt Service Desk Asset/CMDB Configuration Virtual Security Storage Server Network Incident Response Monitor Service request Remove from Ops Manager Triage & diagnose Integrate service desks with data center tools Stop VM Retire CI Detach Storage Detach Network Adapter Create incident Change & Compliance Update request Update request Update CI and assets systems Coordinate audit, compliance and change Provisioning Virtual Service Orchestrate lifecycle management Clone new Update Test VM Deploy lications VM properties Patch, user on-boarding, password reset Provision, verify, manage & retire Provision, verify, manage & retire Provision, verify, manage & retire Verify lication Add to Ops Manager Create CI Update & close request Cloud Computing

11 Cloud Infrastructure Policy-based Governance End-to-End Security Identity & Access Orchestration & Automation Service Lifecycle Service Design Service Operations Cloud lications Processes and IT Silos Enterprise CMP Requirements To Enable Cloud-Based IT Operating Models vcloud Director, vcenter, MS System Center, Azure, EC2, Fujitsu, Terremark, Savvis, CSC, Dell, OpenStack, CloudStack, HP Cloud, Rackspace, others.

12 Policy-driven Governance an Enterprise Requirement Without Policies: With Policy-Driven Governance and Orchestration Governance and Lifecycle Wrong Permissions Unsecured Data No Audit Trail roval Delays Wrong Environment Policies control access to selfservice resources Policies optimize placement of workloads

13 Cloud Brings Industrialization of IT Less scepticism regarding Cloud => More willingness to outsource ITSM to a SaaS provider Lower cost to deliver services More transparent delivery timeline Highly predictable quality levels More self-service amongst user community More flexibility Easily accommodate ITIL framework principles

14 Automated Delivery When? When is the right time for your organization? What are the next steps?

15 ITSMF UK 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom Tel: +44 (0) Fax: +44 (0) Lance Mitchell Director of Solutions Engineers