Review of the IT Industry - Part I

Transcription

1 IT Service Management? After the Economy crashed? Lukas Bosshard Customer Solutions Architect Fachkommission der Informatikdienste der KFH Luzern, 23. November 2010

2 Overview The economic environment and other changing factors IT s answers part I: Virtualization and Automation IT s answers part II: Service Assurance Case Study: Universität Bern 2 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

3 IT Pressures The New Normal Demand is outpacing IT budgets and resources as well as traditional means of delivery Previous Steady State Recession and Credit Crisis Business IT Demand Growing Alignment Gap New Normal IT Budget and Resources Bottom line : IT Needs a Game Changer

4 What the Customer and Users Expect IT as a service Inexpensive, pay as you go, pay for what you use Ubiquitously available Reliable Choice of providers

5 IT is Not Alone What Other Industries Have Done? Key Elements Examples How Other Industries Overcame Similar Challenges Toyota Walmart Apple Factory change-over from hours to seconds SPEED Supplier performance management COST Central design with sourcing from multiple suppliers AGILITY The Common Thread: Supply Chain Management Obsession with reducing time-tomarket Sourcing based on cost and performance Reliable use of both internal and external suppliers

6 New Technologies and Consumption Models Enable the Management of IT as a Supply Chain Game Changer #2: Cloud Computing offers choice and simplicity without capital investment External / Shared Resources IT Demand Game Changer #1: Virtualization & Automation dramatically improve efficiency and agility Dynamic Service Supply Chain Virtualization Automation Internal Resources IT Service Supply Chain Management: The management of interconnected products and services involved in the delivery of IT services to end users

7 Introducing CA Technologies #1 Management Software Vendor according to Forrester Research 1 $4.5 billion annual revenue and strong profit Customers in virtually every country, including majority of Forbes Global 2000 CH: Kloten and Morges Key technology alliances with major hardware, software and services partners customer-focused innovation driven 500 issued patents and 1000 pending patents ~$500 million and ~5000 people annually on designing and supporting software 30+ years in business managing complex heterogeneous environments Source: Forrester Research, Inc., Who s Who in IT Management Software 2.0 by Jean-Pierre Garbani and Thomas Mendel, August 12, CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

8 On Ramps to Dynamic Service Supply Chain Internal Physical/ Virtual Applications/ Data Mainframe/ Distributed Budget/ People Resources PaaS IaaS SaaS Agile development Strategic demand Portfolio analysis PLAN SECURE PROVISION ASSURE SUPPORT Strategic Operational Tactical DYNAMIC MANAGEMENT of Virtual + Physical + External Measure services Identity Access Data Automate & orchestrate Compose & assemble On-demand elasticity Analyze sourcing Discover, monitor Root cause, recover Service level contracts COMMON SERVICE VIEW Incident & problem Change & release Service catalog Asset Service consumption Service cost COST Measure supply chain SUPPLY Composite Services DEMAND OPTIMIZE Service Consumer MSPs External

9 On Ramps to Dynamic Service Supply Chain Extending Core Competencies of CA Technologies Internal Physical/ Virtual Applications/ Data Mainframe/ Distributed Budget/ People Resources PaaS IaaS SaaS MSPs External PPM Agile development Strategic demand Portfolio analysis PLAN SECURE PROVISION ASSURE SUPPORT Strategic Operational Tactical DYNAMIC MANAGEMENT of Virtual + Physical + External Measure services Security Identity Access Data V & SA Automate & orchestrate Compose & assemble On-demand elasticity Analyze sourcing* Service Assurance Discover, monitor Root cause, recover Service level contracts COMMON SERVICE VIEW V & SA (Srvc. Mgt) Incident & problem Change & release Service catalog Serv Level Mgt (Oblicore) Asset COST Measure supply chain Service consumption Service cost SUPPLY Composite Services DEMAND OPTIMIZE Service Consumer

10 Virtualization and Automation

11 The Virtualization Promise Reductions in hardware costs, floor space, power & cooling but still lots of work! 1 admin for physical machines vs. 1 admin for 100s of VMs U.S.Veterans Admin. reduced server space in hospitals by 50% Every change requires massive amounts of configuration BOTTOM LINE: IT still Needs a Game Changer 11 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

12 Automation phases Virtualization phases Projects & initiatives Benefits of Virtualization and Cloud Computing are numerous Lab automation P-to-V migration Assurance Continuity Application assurance Configuration control Automatic provisioning Capacity management Resource pooling Process automation Integrated security Private cloud Private/hybrid cloud Service automation Service assurance ITIL processes Dynamic Datacenter Server Consolidation Using scripts or vendor tools Somewhere here or here? Infrastructure Optimization Multi-vendor support Patching Compliance Configuration management Provisioning Dependency mapping Configuration standardization Automation and Orchestration Application deployment Process orchestration Self-service Chargeback Dynamic resource allocation Application portability 12 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

13 Automation Example Use Case: Dynamically add Computing Capacity to run End of Month reports 1. Multiple end-users request end-of-qtr reports 2. Increased workload triggers Add More Capacity workflow 3. Execute Reconfigure Resource Pools workflow WORKLOAD AUTOMATION PROCESS AUTOMATION SERVER AUTOMATION VIRTUAL AUTOMATION 5. Run Reports 4c. Provisioning Complete 4a. Add/Remove Phy servers 4b. Add/Remove VMs CONFIGURATION AUTOMATION Resource Pool\ Private Cloud 4d. Verify Configuration 13 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

15 But what about the Availability of the Infrastructure? Without a rock-solid, reliable Infrastructure Management, all these solutions are not able to fullfill the customer s needs. 15 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

16 Service Assurance

17 CA Service Assurance Focus on services, make informed decisions, prioritize actions Real-time Service Dashboards & Console Service & SLA Reports Continuously improve quality, demonstrate results Actionable information to domain management teams Service Impact Analysis & Model-based Root Cause Service Oriented Architecture Intelligent Dynamic Service Modeling Build real-time end-to-end service models Integration with leading managers, easy extension 17 IM APM WA SM Data Sources CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

18 CA Service Assurance Architecture Application Performance Management Data Center Automation Business Service Analytics Integrated Workflow Integrated Workflow Dynamic Resource Allocation Web and Client-Server Applications Integrated Workflow Infrastructure & Workload Management Service Modeling, Service Impact & Root Cause Analysis Integrated Workflow Integrated Workflow Service Management Other Data Sources SDK Universal EI 18 Networks, Systems, Databases & Workload CA IT Supply Chain Management Overview CMDB Service Desk & CMDB Copyright 2010 CA. All rights reserved.

19 Business Service Dashboard Business services listed according to: Business Importance SLA Health Quality Risk Availability Real-time Service Status Indicators Quality level Risk to quality Historical Service Status Details Make informed IT management decisions and prioritize staff 19 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

20 Business Service Operations Console Imported Components for Service Models Service 1 1 Transactions Service Topology: real-time model, component relationships & impact Servers Databases Switches Component Detail: status, severity, impact & root cause Gives actionable information to domain management teams 20 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

21 Service and SLA Reports Quality Risk Availability Health (indexed values) Summary Top 10 Degraded High Risk Low Quality Service-affecting IT Assets 21 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

22 Case Study: CA Uni Bern Fritz Büttikofer, Universität Bern Christian Schneider, 4Tune GmbH

23 CA Spectrum Infrastructure Manager Service Availability Management Service Definition Service Monitoring Service Dashboard Service Reporting Service Impact Capture and Store Automated Tasks Configuration Management Audit Control Change Detection Policy Compliance Activity Reports Device Discovery Topology Modeling Fault Management Event Correlations Root Cause Analysis Events & Alarms Impact Analysis Remediation Integration Modules Device Monitoring and Management IP Services Monitoring and Management 23 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

24 CA Spectrum Key Capabilities World Class Functionality Best in class change-aware Root Cause Analysis Large patent portfolio in the areas of network management and event correlation Rapid Time to Value Industry recognized Operations Console enabling rapid Operator productivity Technology relationship mapping covering a wide variety of vendors, protocols and technologies Out-of-the-box self certification to enable rapid deployment of new services, products and technologies Increased Service Availability Management Service Availability management Dashboard with visibility across network, systems, applications, etc Provides insight to the health of the critical services and applications 24 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

25 CA SPECTRUM NFM Virtual Host Manager Topology View 1) Virtual Center 2) Physical Switch 3) ESX Server 4) Virtual Switch 5) Virtual Machines 25 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

26 Uni Bern Knoten im Intra-Netzwerk: [6000 Wintel, 3000 Mac, 2000 UNIX, 800 Prn.] Knoten im Public-Netzwerk ca. 120 Gebäude, über 30 Aussenstellen 26 CA IT Supply Chain Management Overview CORE-Netzwerk: pur Enterasys AccessRouters: cisco, LAN: 95% Enterasys - Seit 2005 Umbau zu Secure Networks Loadbalanced: Web, Proxy & Mail Copyright 2010 CA. All rights reserved. > 200 Kabelschränke > 20k Kupferlinks > 4k Glaslinks

27 CA Uni Bern Client-Server Web-GUI Root Cause Analyse Fehler-Korrelation Objekt-orientiert Verteilte Servers viele Add-Ons 3+1 Servers (SUN) 1 Test-Server Graph für Admins Web für Operators Alarmierung: Mail & SMS Report Manager Config Manager PATROL SPM Continuity 27 In Betrieb seit Ende 1990, Beta Tester, Referenz Site & freier MM Entwickler CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

28 Spectrum als Enterprise Manager IT Services Service Objekte Betriebszeiten Vereinbarungen Performance Probes cisco SAA NewTest Anwendungen und Datenbanken (SAP) CMS LMS Servers und Desktops Windows UNIX Patrol Spezielle Systeme USV Speicher Backup Drucker Netzwerk 28 Router Switch xwdm CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved. WLAN FW VPN

29 Virtualisierung Green IT Ablösung von dedizierten Intel-Servern durch hoch verfügbaren ESX Server... und die Umsetzung davon in OneClick 30 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

30 SAN Storage Im Zusammenhang mit einer ESX - Virtual Infrastructure sind Storage-Systeme (zb. Hitachi ASM1000) und SAN-Switches (zb. Brocade) im Einsatz Spectrum kennt den PortType: FibreChannel CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

31 Wireless Switching Mit einer stark steigenden Zahl an gleich aufgesetzten Wireless Access-Points macht eine Wireless-Switching Lösung (zb. von Enterasys [Trapeze]) grossen Sinn. 32 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

32 Verkehrs-Visualisierung Mit Spectrum haben wir Aladins Wunderlampe als wunderbares Enterprise Management Tool, welches mit allen Elementen direkt im Kontakt steht und auch alle Verkehrscharakteristiken kennt und es ist nicht möglich eine Visualisierung des Verkehrs zu sehen! Campus- Wetterkarte (mit Volumen, Fehlern und Flows!) oder Internet-Portal 33 CA IT Supply Chain Management Overview Copyright 2010 CA. All rights reserved.

33 Vielen Dank!