Accenture Cloud Enterprise Services

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1 BMC User Forum 2011 Accenture Cloud Enterprise Services Martin Jureit, Accenture GmbH Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

2 Agenda Accenture Cloud Enterprise Services CES Service Framework CES Architecture CES Flexible Delivery Model Accenture & BMC Alliance 2

3 Need for an Integrated Solution As enterprises move increasingly toward multi-sourced IT operating models, with a larger portion of services targeted for cloud, service integration becomes a priority. If governance was a challenge in the past, cloud introduces new and more complex risks Potential to let technology overwhelm IT strategy losing sight or alignment to the business Service integration ti and interoperability becomes critical to achieving true benefits of cloud Without t the proper strategy t and controls, end users take over defining IT infrastructure 3

4 Cloud Enterprise Services Cloud Enterprise Services (CES) provides service integration with consistent end-to-end service management and governance over a mixed vendor infrastructure of cloud and traditional services One stop shop. Enables environment interoperability and governance across cloud and traditional IT Supplier and Platform Agnostic. Works with the your existing tools and providers Transparent Service Management. Enables oversight and visibility ibilit of usage across services Policy Enforcement. Enforces policies such as data location restrictions and other governing factors Flexible End to End Services and Delivery Models. Managed service, as well as private delivery models available 4

5 Realization of CES Cloud Enterprise Services (CES) is realized based on well-established and known service delivery principles. Aggregate. Traditional IT and cloud services are offered through a centralized service catalog using an app store model Integrate. Accenture and third party ecosystem services are pre-integrated into the catalog Automate. Services are automated and orchestrated to the fullest extent possible using an integrated orchestration framework Manage. Centralized service request management, provisioning, dynamic policy management, monitoring, metering, and usage based chargebacks 5

6 Storefront Portal and Service Catalog A single web-based storefront provides end users with the tools needed to provision and manage their cloud services from a single dashboard Scalable service catalog. Services are displayed through a single, scalable, userspecific service catalog Service item management. Users provision and manage requests and services through the portal Dashboards and consumption-based reporting. Dashboards and reports provide users with access to information including metering and consumption data Aggregated g alerts and incident management. Integrated incident and request management provides users with realtime alerts, incidents and requests 6

7 Agenda Accenture Cloud Enterprise Services CES Service Framework CES Architecture CES Flexible Delivery Model Accenture & BMC Alliance 7

8 Services Framework Integrated cloud services framework aggregates g core functions including service provisioning, automated workflows, monitoring, and metering across IT services Service Catalog Public & Private Cloud IaaS PaaS SaaS BPaaS Core Enterprise IT 8

9 Environment Provisioning Service The services framework provides access to a broad ecosystem of services and providers, coupled with consistent service management and governance Server Provisioning: Provides provisioning and monitoring of virtual servers with the ability to deploy standard configurations. Includes the ability to stop, re-start, delete virtual servers and modify their attributes. Storage Provisioning: Provides provisioning for storage including local attached storage for virtual machines. Includes the ability to easily alter storage levels. Network Provisioning: Provides provisioning for virtual networks (VLAN) to enable virtual servers to communicate. Includes the ability to modify ACL rules and provision/manage IP addresses. Service Catalog IaaS Environment Provisioning Service Systems Management Storage Management Disaster Recovery Other Services PaaS, SaaS, BpaaS, and Traditional IT Hosting Providers NTT America Public Cloud Other NTT Locations Amazon Accenture Internal Private IaaS Accenture Infrastructure Platforms Accenture Managed Client Cloud Other Hosting Partners 9

10 Server Provisioning Details (Example) Server Provisioning gprovides provisioning and monitoring of virtual servers with the ability to deploy standard configurations Service Specifications Operating Systems Local Storage Machine Sizes Additional Services Included Additional Optional Services Available Description Ability to select server configurations through the portal Red Hat Enterprise Linux 5.5 (64Bit) Microsoft Windows Server 2003 SP2 Enterprise (32Bit) Microsoft Windows Server 2008 SP2 Standard (32Bit) Microsoft Windows Server 2008 SP2 Enterprise (32Bit) Microsoft Windows Server 2008 R2 Standard (64Bit) Microsoft Windows Server 2008 R2 Enterprise (64Bit) Default local storage: 10 GB (Red Hat), 16 GB (W2003), 50 GB (W2008) Ability to modify storage through the portal 1 to 8 CPUs with 1 to 64 GB of RAM Ability to modify CPU and RAM through the portal Systems Management - 24x7 support of the operating system and virtual servers, including patch management, antivirus and monitoring Custom Image Deployment and Snapshots ability to request snapshots with custom images and have configurations loaded to the catalog Application Technical ca Support (Coming soon) Database Administration (Coming soon) 10

11 Agenda Accenture Cloud Enterprise Services CES Service Framework CES Architecture CES Flexible Delivery Model Accenture & BMC Alliance 11

12 High-Level Core Architecture CES is built on the cloud portfolio of BMC Business Users IT Operators Storefront (BMC Cloud Lifecycle Management, Remedy ITSM and SRM) Policy Mgmt (PegaSystems PegaRules) Cloud Lifecycle Management for managing the workflow and service catalogue Remedy for Service Request Management Atrium for Configuration Management and Orchestration BladeLogic for Server Automation & Management ProactiveNet for Monitoring CMDB (BMC Atrium CMDB) Orchestrator t (BMC Atrium Orchestrator) Server/Network Automation (BMC BladeLogic) Monitoring (BMC ProactiveNet Performance Management) Public & Private Cloud Hybrid Traditional IT 12

13 Process for Self Provisioning A simple process enables virtual environments to be up and running in minutes for any kind of standard infrastructure request Manual Fully automated CES Portal Service Offering Service Catalog Maps to Service Blueprint Deployment Model 1 Deployment Model 2 Service Blueprint Deployment Model 3 1 Resources available in portal 2 Service Governor Resource Manager Makes Placement Decision (automated) Provisioning of Compute, Storage & Network Network Compute Storage Public Cloud 13

14 Agenda Accenture Cloud Enterprise Services CES Service Framework CES Architecture CES Flexible Delivery Model Accenture & BMC Alliance 14

15 Flexible Delivery Model Cloud Enterprise Services are available through two different delivery models, either as a managed service or privately deployed Managed Service. Multi-tenant solution provided by Accenture as a service where clients subscribe to services Private Deployment. Client dedicated solution deployed within a client s environment where client has private access to all services (Accenture can also provide managed services) Managed Service (Accenture Managed) Private Deployment (Client or Accenture Managed) Client A Client B On-premise Service C Storefront Portal Storefront Portal Service Catalog Se ervice Catalog CES Framework CES Framework Off-premise Service A Service B Off-premise Service A Service B Client A Storefront Portal Service Catalog terprise amework Cloud Ent Service Fra Off-premise Service A Service B Service C On-premise Service A Service B Service D 15

16 CES Implementation Approach Depending on current state of infrastructure, CES can be deployed at client site within weeks. Analysis Current State Setup & Configure CES Implement Services Register Services in Catalogue CES Operations ~ 1-2 week ~ 2-4 weeks ongoing Assess Install the Identify Add service Monitor and current CES required in service manage infrastructure components services catalogue services capabilities Configure Agreements Define Monitor and Analyze operational maturity Design operational model and connect to local infrastructure Embed into / extend operational processes with service providers (if external) Technical readiness of service policies and rules Manage service lifecycle manage resources Service improvement activities Copyright 2010 Accenture All Rights Reserved. 16

17 Agenda Accenture Cloud Enterprise Services CES Service Framework CES Architecture CES Flexible Delivery Model Accenture & BMC Alliance 17

18 Accenture and BMC Accenture & BMC drive operational performance and strategic competitiveness by embedding BSM technologies into core business and IT processes Key Facts 10+ years teaming with BMC Accenture is BMC s largest partner globally Accenture has implemented or runs BMC ITSM in support of over 4MM+ end users 80+ BMC related client projects delivered globally in the past 3 years for 40+ customers 2,100+ BMC-skilled professionals globally, in Accenture Delivery Centers and consulting Key solution areas (Service Management, Service Automation, Service Economics/IT Financial Mgmt) Accenture Innovation Centers Featuring BMC-Enabled Next Generation Datacenter & Operations Capabilities Murray Hill Chicago San Jose London Rome Sophia Awards & Analyst Recognition Ovum s global analysis ranked Accenture Technology Consulting ahead of all competitors on execution and strategy for IT cost reduction, ITIL & Green IT. (2009) Accenture co-authored the ITIL v3 volume Service Strategy. ITIL serves as the basis for BMC s BSM tool suite 18

19 Questions? Contact details Martin Jureit Thomas Hansen ASG IaaS Lead ASG Infrastructure Lead

20 Appendix Appendix Copyright 2009 Accenture All Rights Reserved. 20

21 ITIL Process Alignment and Integration Appendix Alignment and integration with ITIL processes enabling cloud services to be managed as traditional IT with the same best practices and controls Extending traditional ITIL processes. Enabling standard service management and service delivery functions to be extended to cloud services Consistent Framework. Consistent framework for delivery through industrialized ITIL processes and CobiT risk management architecture Enables Efficiencies & Compliance. Defined and documented processes enhance organization s ability to meet compliance requirements 21

22 Service Description Appendix Environment Provisioning Service (EPS) provides an end to end self-service capability for provisioning and managing virtual compute capacity Environment Provisioning Service Server Provisioning Storage Provisioning Network Provisioning Systems Management * Backup & Restore * Service Desk & Cross Functional Services Managed Hosting & Storage Server Provisioning: Provides provisioning and monitoring of virtual servers with the ability to deploy standard d configurations. Includes the ability to stop, restart, delete virtual servers and modify their attributes. Storage Provisioning: Provides provisioning for storage including local attached storage for virtual machines. Includes the ability to easily alter storage levels. Network Provisioning: Provides provisioning for virtual networks (VLAN) to enable virtual servers to communicate. Includes the ability to modify ACL rules and provision/manage IP addresses. Systems Management: Provides management of OS including patching and AV management services Backup & Restore: Provides backup and restore of local storage Service Desk & Cross Functional Services: Integrated support services provide 24X7 end to end support including escalation of tickets to appropriate resolver groups and hosting providers. Managed Hosting & Storage: Provide hosting and storage for cloud base infrastructure and cloud environments. 22

23 Storage Provisioning Appendix Storage Provisioning provides provisioning for storage including self-service of storage levels and backup services Service Specifications Storage Configuration Local Storage Additional Services Included Additional Optional Services Available Description Enterprise-class Storage Array/SAN for all the cloud virtual servers Array is configured with multiple RAID5 disk groups and redundant "hot spare" disks to provide storage availability and uptime 10 GB to 250 GB drives, with a maximum storage per server of 2.5 TB of local l storage and a maximum of 10 drives on a machine Ability to modify local storage levels through the portal Backup service providing de-duplication, compression, and delta based backup Ability to configure backup schedule Cloud File Storage Provisioning ability to request cloud file storage 23

24 Network Provisioning Appendix Network Provisioning gprovides provisioning and monitoring of virtual servers with the ability to deploy standard configurations Service Specifications Client Segregation IP Addressing Firewalls Additional Services Included Additional Optional Services Available Description Dedicated VLANs for each customer to logically separate customer traffic within the LAN architecture Fully redundant LAN infrastructure with no single points of failure using industry products Pi Private IP - Each Network created is assigned a entire class C private IP block from 10.xxx.xxx.00 to 10.xxx.xxx.255 Public IP - Each Network created is assigned a block of 7 Public IP addresses. Additional IPs can be added in blocks of 7 with a maximum of 256 IP addresses Ability to manage IP Addresses through the portal Each network comes with 3 default ACL rules, customers can replace these with their own ACL rules as needed through the portal Load Balancing ability to request VIPs Firewall Management ability to manage ingress and egress points in the cloud Intrusion Detection & Prevention - shared intrusion detection and prevention devices in the internet facing zone to monitor inbound traffic (Coming soon) Private connections to/from customer networks 24

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