VMware vcloud Architecture Toolkit Operating a VMware vcloud

Transcription

1 VMware vclud Architecture Tlkit Versin Octber 2011

2 2011 VMware, Inc. All rights reserved. This prduct is prtected by U.S. and internatinal cpyright and intellectual prperty laws. This prduct is cvered by ne r mre patents listed at VMware is a registered trademark r trademark f VMware, Inc. in the United States and/r ther jurisdictins. All ther marks and names mentined herein may be trademarks f their respective cmpanies. VMware, Inc 3401 Hillview Ave Pal Alt, CA

3 Cntents 1. Overview Audience Scpe vclud Operatins Framewrk Organizing fr vclud Operatins vclud Center f Excellence Rle f vclud Center f Excellence in Standardizatin vclud Service Management vclud Operatins Management vclud Infrastructure Management vclud Service Management Service Catalg Management Service Level Management vclud Operatins Management Cnfiguratin Management Orchestratin Management Availability Management Cntinuity Management vclud Infrastructure Management Security and Cmpliance Management Capacity Management Perfrmance Management Mnitring Appendix A: vclud Directr Cell Mnitring Appendix B: Cmpliance Cnsideratins Appendix C: Capacity Planning Appendix D: Capacity Management Appendix E: Integrating with Existing Enterprise System Management Appendix F: Business Cntinuity

4 Appendix G: Upgrade Checklists List f Figures Figure 1. Clud Cmputing Layers... 8 Figure 2. vclud Operatins Framewrk... 9 Figure 3. vclud Operatins Framewrk Mapped t Service Layers Figure 4. vclud Center f Excellence Ecsystem Figure 5. Service Catalg Evlutin Figure 6. Example Organizatin with Public vclud IaaS and Private vclud PaaS/SaaS Layers Figure 7. Cnfiguratin Management Interrelatinships Figure 8. Architectural Example Drawing Figure 9. One Primary Functin per Server Figure 10. Lg Cllectin in the vclud Envirnment Figure 11. Architecture f vclud Cmpnents and Lg Cllectin Figure 12. Infrastructure Layers Figure 13. vclud Directr Extensin Overview Figure 14. vcenter Orchestratr as a vclud Directr Extensin Figure 15. vcenter Orchestratr AMQP Subscriptin Plicy Figure 16. Credential Management Wrkflw... 86

5 List f Tables Table 1. Public Catalg Benefits Table 2. Sample vapp Offerings Table 3. vclud vapp Requirements Checklist Table 4. MBeans Used t Mnitr vclud Cells Table 5. Audit Cncerns Within the vclud Table 6. vclud Cmpnent Lgs Table 7. Other Cmpnent Lgs Table 8. vsphere Hst Variables Table 9. Determining Redundancy Overhead Table 10. Netwrk Capacity Planning Items Table 11. Capacity Mnitring Metrics Table 12. Organizatin Virtual Datacenter Units f Cnsumptin Table 13. Recmmended Organizatin Virtual Datacenter Capacity Threshlds Table 14. Sample Organizatin Virtual Datacenter Resurce Allcatin Table 15. Organizatin Virtual Datacenter Trending Infrmatin Table 16. Organizatin Virtual Datacenter Capacity Trending Variables Table 17. Sample Organizatin Virtual Datacenter Trending Infrmatin Table 18. Apprve a vapp wrkflw Table 19. Recmmended Prtectin Plicies... 88

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7 1. Overview prvides practical peratins-fcused, rganizatinal, prcess, and supprting technlgy cnsideratins and guidance based n the vclud Operatins Framewrk. The gal is t prvide custmers with the infrmatin they need t realize the benefits f prceeding alng the jurney f VMware vclud adptin and prviding Infrastructure-as-a-Service (IaaS) using a servicefcused, cmprehensive peratinal framewrk. Bth service prviders and enterprises can use the guidelines in this dcument, with sme variatins depending n pint f view. The dcuments, Architecting a VMware vclud,, and Cnsuming a VMware vclud are designed t wrk tgether thrughut the lifecycle f a VMware vclud cmputing implementatin with VMware technlgies. By using all three dcuments tgether, cmbined with a private r public service definitin, yu can gain a cmprehensive view f VMware vclud cmputing. Architecting a VMware vclud prvides best practices, design cnsideratins, and design patterns fr cnstructing a vclud envirnment frm its cnstituent cmpnents. includes best practices and cnsideratins fr perating and maintaining a vclud envirnment. It cvers the peple, prcess, and technlgy invlved in running a vclud envirnment. Cnsuming a VMware vclud cvers the varius cnsideratins fr the cnsumer when chsing t leverage vclud cmputing resurces. This dcument is nt a substitute fr VMware prduct dcumentatin, nr des it prvide detailed implementatin prcedures fr installing a vclud. 1.1 Audience This dcument is intended fr, but nt limited t, IT persnnel respnsible fr r invlved in the service, peratins, and infrastructure management f ne r mre vclud instances t deliver Infrastructure as a Service. It is assumed that the reader has knwledge f and familiarity with VMware vsphere cncepts. 1.2 Scpe This dcument fcuses n cnsideratins fr perating a vclud frm the perspectives f the rganizatinal structure, service management, peratins management, and infrastructure management.

8 2. Clud cmputing is an apprach t cmputing that leverages the efficient pling f n-demand, selfmanaged virtual infrastructures, cnsuming them as a service. The NIST standard defines three such service layers within a clud. Key clud cmputing principles, alng with the service layer paradigm are illustrated in Figure 1. Figure 1. Clud Cmputing Layers VMware defines the existing service layers as: Sftware as a Service (SaaS) Business-fcused services presented directly t users via a service catalg. Platfrm as a Service (PaaS) Technlgy-fcused services presented fr applicatin develpment and deplyment presented directly t applicatin develpers via a service catalg. Infrastructure as a Service (IaaS) Services prviding infrastructure cntainers fr varius uses in rder t prvide better agility, autmatin, and delivery f cmpnents. Additinal service layers will be added as ther services, such as Desktp as a Service, becme a reality. Cmpanies embark n the jurney t adpt clud cmputing t realize increased quality f service, business agility, and perating cst efficiency. Quality f service is achieved by prviding standardized service fferings with assciated availability levels and service management. Custmers can expect the prvisin f a reliable VMware vclud service with predictable service levels s that end users are prvided with the service they require in the manner they require within expected timeframes. T prvide standardized, repeatable service, IT must intrduce their wn peratinal efficiencies t make sure that they are in cntrl f the underlying infrastructure and applicatins, but are nt restricting their use by ver-managing it.

9 Business agility is achieved by changing the way that IT thinks abut managing services. Sme enduser cntrl must be prvided s that IT des nt becme a bttleneck when prvisining services, but IT must retain sme cntrl t prevent the envirnment frm becming unmanageable. T prvide business agility and speed t market, autmatin is key t the success f the vclud. Autmatin f time-cnsuming, errr-prne, and cmplex tasks is recmmended t prvide the reliable, rapid service expected frm the vclud. Increased cst efficiency can be realized by decreasing peratinal expenses. T achieve this, the current peratinal cst and burden f managing IT (apprximately 70% peratinal expenses and 30% capital expenses) must change, especially as IT becmes mre like a service prvider prviding Infrastructure as a Service. Reducing peratinal expenses can nly be accmplished by enhancing IT peratinal prcesses fr clud cmputing, implementing the tls t supprt and autmate the enhanced peratinal prcesses, and ptimizing the rganizatinal structure t mst effectively align with managing the clud cmputing infrastructure and IT services ffered. 2.1 vclud Operatins Framewrk The underlying VMware vclud Operatins Framewrk within which rganizatinal structure and critical prcesses can be defined is shwn in Figure 2. Figure 2. vclud Operatins Framewrk

10 The vclud Operatins Framewrk cnsists f the fllwing layers: vclud Business Management Addresses the surce f business drivers and requirements fr vclud services t be ffered, alng with management f the businesses r line f business cnsumers and its supprting prcesses. vclud Service Management Cnverts the business drivers and requirements int vclud service definitins, manages service develpment and transitin, creates and reprts n Service Level Agreements back t the business and its cnsumers, and manages the service catalg lifecycle. vclud Operatins Management Defines, develps, and delivers standardized IT Service Management prcesses and tls t supprt them, t manage the peratins and delivery f vclud services. vclud Infrastructure Management Architects, deplys, and manages the underlying vclud infrastructure upn which the vclud services are deplyed and delivered. These layers are required regardless f the specific vclud service layer being addressed. Figure 3. vclud Operatins Framewrk Mapped t Service Layers

11 3. Organizing fr vclud Operatins One f the truly transfrmative aspects f vclud cmputing is its impact n the IT rganizatin. By definitin, vclud cmputing prvides n-demand service delivery. As a result, the IT rganizatin has t becme service-driven. Delivering a vclud-based service impacts all three layers f the VMware vclud Operatins Framewrk: vclud Service Management, vclud Operatins Management, and vclud Infrastructure Management. The VMware apprach t addressing this impact is t use the vclud Center f Excellence (vcoe) mdel. 3.1 vclud Center f Excellence The vclud Center f Excellence mdel is an extensin f the VMware Center f Excellence mdel that has been used by many rganizatins f varius sizes t facilitate the adptin f VMware technlgy and t reduce the cmplexity f managing a VMware virtual infrastructure. The vclud Center f Excellence mdel defines crss-dmain vclud Infrastructure Management accuntability and respnsibility within team rles acrss an rganizatin. These team rles enable an rganizatin t cnsistently measure, accunt fr, and imprve the effectiveness f its vclud infrastructure management even if its IT Service Management rles and respnsibilities are distributed acrss multiple IT functinal areas. The vclud Center f Excellence mdel als invlves the practive inclusin f vclud Infrastructure Management champins wh represent related functinal teams that are critical t prviding vclud Infrastructure Management in supprt f vclud service fferings. The vclud Center f Excellence is a fcused virtual team f vclud Infrastructure Management specialists and an ecsystem f related functinal grups which, taken tgether, frm a vclud Center f Excellence extended team as shwn in Figure 4. It serves as the fcal pint fr all decisins invlving vclud Infrastructure Management, including infrastructure architecture, implementatin, and management. The team is tasked with creating, reviewing, and publishing vclud Infrastructure Management guidelines and dcumentatin, as well as effecting plicy and prcess change fr internal use. T reach an peratinally mature level, yu must establish a frmal vclud Center f Excellence with aligned rles and respnsibilities.

12 Figure 4. vclud Center f Excellence Ecsystem As shwn in Figure 4, the vclud Center f Excellence ecsystem includes the ther tw layers f the vclud Operatins Framewrk, vclud Service Management and vclud Operatins Management. It als includes the ther cre IT teams: Enterprise Architecture, Facilities, Infrastructure (netwrk, strage, servers), and the Security team. The rganizatinal structure f Enterprise Architecture, Facilities, Cre Infrastructure, and Security are nt addressed in this dcument. 3.2 Rle f vclud Center f Excellence in Standardizatin In a traditinal rganizatin, IT is driven by multiple business units. The business units cntrl IT funding and each business unit (BU) can enfrce separate plicies and prcedures fr their infrastructure. This apprach leads t disjinted architectures and a lack f standardizatin. IT grups that supprt such an envirnment struggle t achieve agreed service levels, leading t end-user frustratin, IT supprt inefficiencies, and pssibly even financial liabilities. The implementatin f a vclud changes this paradigm. A vclud is built as a shared resurce that requires enfrcement f cnsistent standards acrss the entire IT rganizatin. T define and enfrce these standards, all plicies and prcedures assciated with the vclud shuld be driven by the vclud Center f Excellence team rather than frm business units. This shift pses a significant challenge fr rganizatins wh try t mve int a vcludapprpriate perating mdel. The vclud Center f Excellence needs t negtiate with different business grups and rely n executive spnsrship and supprt during this transitin. Mre rigrus standards need t apply acrss the whle rganizatin. One recmmended apprach is t align with the rganizatins phased develpment apprach, adding a new vclud architecture review and signff by the vclud Center f Excellence during the analysis and design phase fr all new prjects. Other recmmendatins include running vclud-specific assessments n applicatins that are being cnsidered fr migratin t the vclud. Assessments determine gaps and set expectatins with business units n expected changes. The key t success is the ability t balance agility t meet business needs with stringent enfrcement f defined standards within the vclud.

13 3.2.1 Layers f Standardizatin The vclud is a shared resurce running n infrastructure supprted by the vclud Center f Excellence and cre infrastructure teams. As the vclud Center f Excellence sets standards fr the vclud, cre infrastructure teams may develp standards fr the infrastructure that supprts the vclud. Fr example, the strage team may create standards fr hw new lgical unit number (LUN) strage is presented fr vclud cnsumptin. This layer f abstractin allws the strage team t have the flexibility t chse the mst cst-effective SAN vendr and, if required, supprt a multi-vendr envirnment Measurement with Industry Benchmarks Clud technlgy is evlving at a rapid pace. After a vclud is established within an rganizatin a cntinuus imprvement cycle needs t be set up annually t make sure that the rganizatin s vclud is nt lacking any current industry standards r benchmarks. The vclud Center f Excellence is respnsible fr running this assessment and presenting the results, including recmmendatins fr remediatin, back t the leadership team. 3.3 vclud Service Management vclud Service Management is critical t prviding vclud service fferings and is the entry pint int IT frm vclud Business Management. The fllwing are rles and respnsibilities that are invlved with vclud Service Management: vclud Service Prtfli Management: Manages the prtfli f vclud services and wrks with rganizatinal leadership t develp the vclud service ffering strategy used t determine what services shuld be included in the verall prtfli. Practively identifies and defines ptential vclud service fferings based n demand infrmatin gathered frm vclud Business Management r ther surces such as requests cming in thrugh the Service Desk. vclud Service Owner: Respnsible fr verall delivery f their vclud service ffering. Prvides the required infrmatin t Service Catalg Management t crrectly set up the service catalg ffering. Wrks with Service Level Management t review Service Level Agreements and Operating Level Agreements t make sure that they are achievable. Als, negtiates updated Service Level Agreements and Operating Level Agreements as the service ffering is updated. Leads develpment and enhancement effrts and wrks with vclud Service Develpment Management n their vclud service ffering based n new requirements frm vclud Business Management. Liaises between IT Business Management and vclud Center f Excellence. vclud Service Develpment Management: Defines a vclud service ffering based n the requirements prvided by vclud Business Management after it s determined that a particular vclud Service Offering is t be included in the vclud Service Prtfli. This invlves translating vclud Business Management requirements int requirements that are used by vclud Infrastructure Management t create deplyment templates. Manages any additinal effrts required t ppulate deplyment templates, such as wrking with Applicatin Develpment Managers wh may prvide an applicatin fr a vclud service ffering.

14 Wrks with vclud Business Management and Financial Management t determine a price fr a vclud service ffering, and determine whether multiple prices are apprpriate if the vclud service ffering is prvided in multiple service tiers. Creates, cllects, and maintains any vclud service ffering develpment dcumentatin. vclud Service Level Management: Defines the Service Level Agreement (SLA) assciated with a vclud service ffering r a tier f service such as prvided by a particular prvider virtual datacenter. Makes sure that the service levels are met thrugh crrespnding Operating Level Agreements with vclud Operatins Management and vclud Infrastructure Management. Regularly mnitrs and reprts n service level attainment. vclud Service Catalg Management Manages the vclud service ffering catalg and makes sure that all f the infrmatin cntained in the catalg is accurate and up-t-date. These rles and respnsibilities can be satisfied by a single persn r multiple peple. The decisin t emply ne r multiple peple depends n the number f vclud service fferings. If the number f vclud service fferings is large enugh t justify multiple peple, r as the number f vclud service fferings grws and multiple peple are needed, the recmmended distributin is: A single vclud Service Prtfli Manager. A single vclud Service Catalg Manager. A single vclud Service Level Manager. Multiple vclud Service Owners, each respnsible fr vclud service develpment and wrking with ther teams t make sure that the agreed vclud service levels fr their vclud service ffering r suite f vclud service fferings are maintained. As key members f the vclud Center f Excellence ecsystem, they als act as vclud champins. In this rle, they interact clsely and regularly with the vclud Center f Excellence as well as champining vclud t the business and ther teams with which they interact in the rganizatin at large. 3.4 vclud Operatins Management T realize the perating expense savings benefit ffered by vclud cmputing, vclud Operatins Management must be respnsible fr develping and executing standardized, autmated prcesses and tls ptimized t efficiently manage the peratins and delivery f vclud service fferings. The key terms are standardized, autmated, ptimized, and service. Thugh vclud cmputing des nt require a radical rerganizatin f hw ITSM peratins are prvided, it des require each rle t have: An unwavering service-riented fcus fr peratins resurces (bth peple and tls), as ppsed t the traditinal technical infrastructure fcus. The gal f standardizing and autmating the prcesses required t execute their respnsibilities t the highest pssible degree. An understanding f the impact vclud cmputing has n their area f respnsibility, and respnsibility fr ptimizing their area fr vclud cmputing. These requirements shuld be directly related t each individual s perfrmance gals.

15 The areas within vclud Operatins Management impacted by r impactful n vclud include: Prvisining Management. Change Management. Capacity Management. Availability Management. Perfrmance Management. Orchestratin Management. Event Management. Incident and Prblem Management. Cnfiguratin and Asset Management. Cntinuity Management. Due t the increased fcus n autmatin, in additin t the traditinal IT Service Management areas, ne new rle and assciated set f respnsibilities shuld be included. That rle is Orchestratin Management (r Autmatin Management). Orchestratin Management is a crss-dmain rle within vclud Operatins and the persn in this rle is respnsible fr: Being the rchestratin expert within vclud Operatins. Wrking with Enterprise Architecture t develp the peratin s rchestratin strategy. Wrking with the ther vclud Operatins rles t design, develp, test, and deply their specific prcess autmatin wrkflws. Develping and maintaining prcess autmatin wrkflw dcumentatin. Wrking with Event Management and vclud Infrastructure Management t establish wrkflw mnitring and, t the extent pssible, autmate respnses t events. Prviding Level 3 prcess autmatin wrkflw incident reslutin. Like the vclud Service Level Management team, members f the vclud Operatins Management team are key members f the vclud Center f Excellence ecsystem and als act as vclud champins. In this rle, they interact clsely and regularly with the vclud Center f Excellence as well as champining vclud t the ther teams with which they interact in the rganizatin. 3.5 vclud Infrastructure Management vclud Infrastructure Management is respnsible fr architecture, deplyment, and peratins f the underlying vclud infrastructure, and gains the mst by rerganizing. Traditinal Infrastructure Management is siled by infrastructure dmain with very little crss-dmain interactin unless required fr a particular prject r deplyment. Virtualizatin prvided the mst recent and cmpelling pprtunity fr Infrastructure Management t break frm this traditinal apprach. If Infrastructure Management brke frm the traditinal apprach, adapting t vclud cmputing shuld be reasnably straightfrward. If they did nt, they must nw break with the traditinal apprach t successfully supprt vclud cmputing. This rerganizatin takes the frm f the vclud Center f Excellence cre team. Generally, the vclud Center f Excellence encmpasses respnsibility fr bth the VMware vsphere and vclud layers f the infrastructure. Fr the purpse f the fllwing descriptins, vclud encmpasses the vsphere infrastructure as well. The primary rles fr members f the vclud Center f Excellence cre team are described in the fllwing sectins.

16 3.5.1 Executive Spnsr Prvides clear messaging, leadership, and guidance t the entire IT rganizatin and affected rganizatins abut the vclud Center f Excellence. Drives the crss-dmain alignment required fr establishing a successful, functining vclud Center f Excellence extended team. This level f spnsrship is key t breaking dwn rganizatinal barriers and mandating integrated prcess design and implementatin acrss the affected rganizatins. Crss-dmain alignment and integrated prcess implementatin are abslutely required t sustain a vclud infrastructure at the level required t supprt vclud-based service fferings and assciated service levels vclud Center f Excellence Leader Prvides leadership and guidance t vclud Center f Excellence members. Has a direct line f cmmunicatin t the executive spnsrs. Has visibility int the planned vclud-based service ffering prtfli as well as any prtfli changes. Is respnsible and accuntable fr making sure that the vclud infrastructure can supprt and cntinue t supprt the vclud-based service fferings and service levels. Actively prmtes awareness f the impact the vclud infrastructure has n service ffering and service level supprt and delivery. Facilitates integratin f the vclud infrastructure int existing IT Service Management prcesses. Crdinates and assists with planning vclud infrastructure initiatives. Prvides guidance t change management fr changes related t the vclud infrastructure; may authrize lw risk, lw impact changes t the vclud infrastructure. Facilitates develpment and maintenance f vclud infrastructure capacity frecasts. Manages the acquisitin and installatin f vclud infrastructure cmpnents. Maintains relatinships with the vclud Center f Excellence extended team members and prvides subject matter expertise t team members as required. Is invlved in managing vendr relatinships fr vclud infrastructure cmpnents vclud Center f Excellence Architect Respnsible fr develpment and maintenance f vclud infrastructure architecture and design dcuments and blueprints. Wrks clsely with strage and netwrk grups t architect and design vclud infrastructure extensins. Wrks with enterprise architects t make sure that the vclud infrastructure architecture is aligned with cmpany architectural standards and strategies. Respnsible fr architecting and designing the vclud layer in supprt f the planned vclud-based service ffering prtfli and any prtfli changes. Respnsible fr wrking with the IT Security team t make sure any architecture r design decisins address security and cmpliance.

17 Respnsible fr architecting r designing slutins fr vclud infrastructure integratin pints with extended team systems. Prvides subject matter expertise t supprt design, build, cnfiguratin, and validatin prcesses. Maintains awareness f VMware sftware patches and their impact n the envirnment. Develps and maintains peratinal guidelines fr the maintenance and supprt f the vclud infrastructure. Mentrs vclud Center f Excellence cre and extended team members. Assists with the incident and prblem management prcesses t reslve issues related t vclud infrastructure. Develps sftware and hardware upgrade plans. Develps and maintains the availability plicy fr the vclud infrastructure in crdinatin with Availability Management and Service Level Management vclud Center f Excellence Analyst Respnsible fr the develpment and maintenance f the vclud infrastructure capacity frecast. Respnsible fr the day-t-day capacity and resurce management f the vclud infrastructure. Wrks with the IT Security team t make sure that the vclud infrastructure aligns with IT security and cmpliance plicies. Initiates requests fr new vclud infrastructure cmpnents. Assists with Incident and Prblem Management prcesses fr issues related t vclud infrastructure capacity and perfrmance. Assists with Change Management prcess as applied t the vclud infrastructure. Respnsible fr maintaining the vclud infrastructure Cnfiguratin Management data. Respnsible fr validating billing metering data cllected fr the vclud-based service fferings vclud Center f Excellence Administratr Installs and cnfigures vclud infrastructure cmpnents. Executes the validatin plan when deplying new infrastructure cmpnents. Wrks with vclud Center f Excellence extended team members t cnfigure vclud infrastructure cmpnents. Respnsible fr auditing vclud infrastructure cmpnent cnfiguratin cnsistency. Develps and maintains vsphere and vclud internal user access rles. Creates, cnfigures, and administers vclud prvider-related bjects. Wrks with the IT Security team t implement vclud-related security and cmpliance plicies. Wrks with Service Level Management t determine maintenance windws fr the vclud infrastructure. Prvides Tier 3 supprt f the vclud infrastructure.

18 Tests and installs vclud infrastructure patches. Cnfirms that the vclud infrastructure is crrectly instrumented fr mnitring and lgging purpses. Respnsible fr wrking with ther teams t implement any required vclud integratin with their systems. Wrks with Orchestratin Management t implement the vclud infrastructure-impacting wrkflws. These rles and respnsibilities require a unique set f skills s, at a minimum, each rle shuld be filled by a different persn. The number f peple in each rle, with the exceptin f the vclud Center f Excellence Leader, depends n the scale and scpe f the vclud infrastructure.

19 4. vclud Service Management 4.1 Service Catalg Management The purpse f a service catalg is t prvide a clearly defined set f services available t custmers fr cnsumptin in a vclud envirnment. Ideally, the service catalg is ffered frm a ne stp shp where a custmer can select the services they require with minimal interventin r manual activity. An initial vclud service catalg shuld align with the vclud prvider s gals, but shuld aim fr simplicity while at the same time integrating with capacity planning and cst transparency. Regular reviews f the service catalg shuld be perfrmed with adjustments made in line with any increased functinality prvided by future releases f VMware vclud Directr (VCD), vsphere, r any additinal supprting prducts vclud Service Catalg Cmpnents The service catalg fr the vclud supprted by VCD ffers a number f different service cmpnents t the end custmer. The cmbinatin f all f these cmpnents creates the service as a whle. At a minimum, the vclud prvider must ffer: Organizatin This is the cntainer fr the custmer s IaaS with attributes that hld basic, default service cnfiguratin infrmatin. Typically, nly ne rganizatin cntainer is purchased per custmer. Organizatin virtual datacenters These are the bundaries fr running the virtual machines within the IaaS service. They are cnfigured with sizing infrmatin depending n the custmers requirements, and have an apprpriate SLA assigned t them. A minimum f ne rganizatin virtual datacenter is required fr a custmer t ffer a service, but additinal rganizatin virtual datacenters can be requested if required. In additin t these cre vclud cmpnents, it is pssible fr the vclud prvider t establish a standard set f fferings within the vclud service catalg t prvide vapps (standardized grupings f precnfigured virtual machines) and media (installable sftware packages) t end custmers. These fferings are gruped int the fllwing types f VCD catalgs: Public catalgs These cntain vapps and media (fr installatin f sftware) that are ffered t the end custmer by the vclud prvider. Organizatin catalgs These als cntain vapps and media, but are nly available within an individual rganizatin, and can nly be shared with individuals within that particular custmer rganizatin. Organizatin catalgs are created, cntrlled, and wned by individuals within the custmer rganizatin.

20 The benefits assciated with ffering vapps and media via public catalgs as part f vclud prvider s verall service catalg are listed in Table 1. Table 1. Public Catalg Benefits Qualities Supprtability Agility Descriptin By ffering a discrete set f services, it is much simpler t prvide a reliable demand pipeline and, in turn, prvide the capacity t supprt that pipeline. By prviding standardized vapps, it becmes simpler t manage the verall envirnment. Standard fferings prvide fr the simple selectin f virtual machine cnfiguratins (vapps) and enable quick prvisining using vclud Directr vclud Service Catalg Evlutin T imprve the vclud service catalg prcess and t help realize vclud benefits as many service fferings as pssible shuld be made available directly t the end user with autmated prvisining. Typically, in the virtualizatin wrld, the initial prcess fr prcurement f virtual machines fllws the mdel that is applied t physical infrastructure. Thugh this wrks, it is nt the mst efficient mechanism fr prviding services, and vclud benefits cannt be fully realized unless this prcess is changed. A lgical representatin f the evlutin f the vclud service catalg frm this current state t the desired end state is illustrated in Figure 5.

21 Figure 5. Service Catalg Evlutin In the Service Catalg current state, when a new service is requested, a Service Request is raised that is used t select and prvisin an ffering frm the service catalg. This request includes nt nly the utility (vapp r rganizatin virtual datacenter) t be prvided t the custmer, but als includes the required service level (this is prvided by the virtual datacenter in which the vapp is t be prvisined as well as any built-in availability features within the vapp itself). After the service has been rdered, the end custmer must wait fr staff t fulfill the Service Request fr the virtual machines that will prvide the service t be prvisined. T satisfy the self-service, n-demand attribute f vclud cmputing, the custmer shuld be able t cnnect t a prtal, select the required service ffering, and have it autmatically prvisined. This remves the manual task f selecting frm the service catalg, and als remves the delay in the prvisining prcesses. This prcess is shwn as the vclud Service Catalg target state in Figure 5. VCD prvides the ability t manage these requests frm the service catalg. Fr vapps, an rganizatin administratr can determine wh within the rganizatin has rights t request and prvisin vapps, thus prviding end-t-end self-service. With VCD, nt nly can the end user select and prvisin the vapp, but the user can als specify in which rganizatin virtual datacenter it is deplyed. Because rganizatin virtual datacenters are assciated with prvider virtual datacenters, the end user is effectively selecting the service level they require. The evlutin t the target vclud service catalg can be accmplished as fllws: 1. Cntinue with the Service Request prcess until the vclud service catalg is available n the prtal. 2. Enable apprpriate IT staff t perfrm vclud service catalg requests with autmated prvisining, including required apprvals, n behalf f the end user. 3. Add the ability fr end users t access the vclud service catalg and request services that result in autmated prvisining, including required apprvals, f the crrespnding vapps.

22 4.1.3 Standardizatin f vclud Offerings int the Service Catalg Standardizatin f the service fferings is essential t achieving a scalable, cst efficient vclud envirnment. Typically, cmpute resurce-based service fferings (CPU, memry, and strage) are a baseline fr vclud cnsumptin and shuld be standardized as much as pssible regardless f whether they apply t rganizatin virtual datacenters r vapps (and their assciated virtual machines). Cmpute resurces fr rganizatin virtual datacenters available in the service catalg shuld be standardized int varius sizes. Additinally, the required cmpute resurce cnfiguratins vary depending n the selected VCD allcatin mdel (Allcatin Pl, Pay-as-Yu-G, r Reservatin Pl), because attributes such as CPU speed and CPU/memry guarantee vary. Cmbining these tw cmpnents means the service catalg culd ffer a number f differently sized rganizatin virtual datacenters fr each type f allcatin mdel. Similarly, t create a vapp catalg item (public r rganizatin), there shuld be as much standardizatin as pssible. Initially, frm a cmpute resurce pint f view, standard sized virtual machines shuld be created t enable a pick list f machines fr vapp creatin. These standardized virtual machines culd vary in resurce size fr CPU, memry and strage; fr example, Standard, Standard Plus, Advanced, Premium, and Premium Plus. As a vapp cmprises a number f individual virtual machines, the apprpriately sized virtual machines can be selected frm the pick list during the vapp catalg creatin prcess. In additin t the basic cmpute fferings f the virtual machines within the vapps, it is necessary t develp the service catalg t include vapp sftware cnfiguratins. These culd be basic grupings f cmpute resurces r culd be expanded ver time t ffer mre advanced services. Sample vapp fferings are shwn in Table 2. Table 2. Sample vapp Offerings vapp 2-Tier Standard Cmpute 3-Tier Standard Cmpute, Advanced Database 3-Server Standard Plus Cmpute (nt necessarily tiered) Cnfiguratin 1 x Standard RHEL Web virtual machine 1 x Standard Windws Server 2008 Applicatin virtual machine 1 x Standard RHEL Web virtual machine 1 x Standard RHEL Applicatin virtual machine 1 x Advanced MySQL Database virtual machine 3 x Standard Plus Windws Server 2008 Applicatin virtual machine

23 4.1.4 Establish Service Levels fr vclud Services in the Service Catalg T prvide an apprpriate level f service depending n the vclud custmers requirements, services shuld be further differentiated by their crrespnding service levels. These service levels can be defined by ffering availability and recverability attributes such as Recvery Time Objective (RTO), Recvery Pint Objective (RPO), and incident respnse times. These attributes can be applied t the different cmpnents within the service catalg. Within a vapp, it is pssible t design fr different service levels via the virtual machines cntained in the vapp. Fr example, a vapp culd cntain multiple Web servers t prvide resilience in the event f server failure, and thus a lwer RTO fr the service. As virtual datacenters prvide abstracted physical and virtual resurces, different service levels can be defined by using (r nt using) the underlying hardware technlgy (server capabilities, strage array technlgies, strage prtcls, replicatin, and s n) and virtualizatin technlgy (HA, DRS, VMware vsphere vmtin, and thers). Taken tgether, the vapps ffered and the capabilities f the virtual datacenters n which they can be deplyed make fr a pwerful and cmplete vclud service catalg. 4.2 Service Level Management Service Level Management defines the SLA assciated with a vclud service ffering r a tier f service, makes sure that the service levels are met thrugh crrespnding OLAs, and regularly mnitrs and reprts n service level attainment Definitin f Service IT services can be defined as a set f related activities r wrkflws that serve a defined business purpse, supprted by a cmbinatin f peple, prcess, and technlgy cmpnents. Generally, IT services are ffered t users thrugh a service catalg Service Types Service types include business user services and technlgy services Business User Services Services are generally directly cnsumed by end users and are available as part f the rganizatin s enterprise service catalg Technlgy Services Technlgy services are nt cnsumed directly by users, but enable infrastructure autmatin that enhances an IT rganizatin's ability t better supprt business needs Service Interrelatinships T ptimally prvide vclud business user services, all types f technlgy services need t be seamlessly integrated. Generally, this is accmplished using a wrkflw engine called the rchestratin layer. Invking a business user service may autmatically trigger ne r a cmbinatin f technlgy services. The rules gverning these wrkflws need t be precnfigured and preapprved fr cntrl. They are als needed t prvide an agreed t level f service t the business user. This agreed t level f service is knwn as a Service Level Agreement (SLA).

24 4.2.4 Definitin f Service Level Agreement A service level is a predetermined agreement between the service cnsumer and the service prvider that measures the quality and perfrmance f the available services. SLAs can be f multiple types, frm measuring pure server uptime t measuring respnse time fr technlgy cmpnents, prcess wrkflws, users, and s n. There are services running at every layer f the vclud stack, s service cnsumers may be business users r internal IT grups wh access the vclud primarily fr technlgy and infrastructure services. In cases where SLAs are established fr base technlgy services that are nt cnsumed directly by business users, but are needed t make sure that dwnstream peratins and infrastructure cmpnents supprt the business users SLAs, these agreements are referred t as Operatinal Level Agreements (OLAs) vclud Layers and SLAs A typical vclud cmputing envirnment cnsists f multiple layers (IaaS, PaaS, SaaS, and s n.). Based n business requirements, every custmer chses hw t implement the vclud stack. Optins include creating a private vclud, using a public vclud prvider, r creating a hybrid vclud mdel in which bth private and public vclud resurces are used. The enabler fr this flexibility is the ability f an rganizatin t guarantee the availability and perfrmance at every vclud layer. This is achieved by signing SLAs externally with service prviders, and fr a private vclud, creating SLAs and OLAs internally Example The fllwing is a use case example fr an rganizatin with an IaaS layer hsted by a public vclud prvider, but PaaS and SaaS layers are maintained internally. Figure 6. Example Organizatin with Public vclud IaaS and Private vclud PaaS/SaaS Layers

25 Nte The SLAs listed are fr illustratin purpses nly and are merely a subset f the ttal number f SLAs created within an rganizatin in such a case. SLAs fr this example are: IaaS Layer: Uptime/Availability SLA signed with the external vclud service prvider. Netwrk perfrmance SLA signed with the external service prvider. Request Fulfillment SLA Measure f respnse time fr prvisining and access cnfiguratin requests. Restre time SLA. PaaS Layer: Uptime/Availability SLA fr develpment envirnment. Uptime/Availability SLA fr critical develpment envirnment cmpnents. Restre time SLA fr develpment envirnment. SaaS Layer: Uptime/Availability SLA specific t an applicatin. Applicatin respnse time SLA Measure f hw the applicatin is perfrming fr the business users. Time t reslutin SLA Time t recver an applicatin in case f a failure. Given this example, the fllwing are sme key takeaways: SLAs are relevant at all levels within a vclud stack. SLAs are required t prvide efficiency and accuntability at every layer, fr bth external prviders and internal IT grups. Managing SLAs within every layer als helps islate systemic prblems and eliminates delays. SLAs can be between external vendrs r prviders f vclud services r between internal IT grups. An rganizatin can chse whether t implement a private, public, r hybrid clud. At every layer, SLAs give rganizatins this flexibility by guaranteeing availability and quality f service. There are interrelatinships between SLAs set up at different vclud layers. A change in quality f service r breach f an SLA at a lwer vclud layer may impact multiple SLAs in a higher vclud layer. In this example, if there is a breach f a perfrmance SLA that results in the external vclud prvider s inability t supprt OS perfrmance needs, this breach has a ripple effect at the SaaS layer, decreasing applicatin perfrmance and respnse time fr business users. SLAs need t be cntinuusly managed and evaluated t maintain quality f service within a vclud. Business needs are cntinuusly evlving, resulting in changing vclud business requirements. SLAs must be cntinuusly updated t reflect current business requirements. Cnsider the impact f adding anther 1000 users t a particular applicatin. Given this new demand the applicatin criticality is increased and the applicatin is classified as missin critical. This business change means that SLAs supprting the applicatin may need t be updated t prvide increased uptime and availability. This may lead t increased demands at the IaaS layer, s SLAs with the external IaaS prvider may have t be expanded.

26 4.2.6 vclud SLA Cnsideratins Sme example vclud SLA cnsideratins are: Uptime/Availability SLA: Business hurs Fr what timeframe des the SLA pertain? These are generally divided int tiers depending n business criticality (9 t 5, 24 by 7). Are maintenance windws (cnfiguratin changes, capacity changes, OS and applicatin patch management) included r excluded frm availability SLAs? Single versus multi-virtual machine vapps D multi-virtual machine vapps need t be treated as a single entity frm a SLA perspective? End User Respnse Time SLA This is generally fcused n end-t-end respnse time as perceived by the business user. This may require implementing remte simulatrs t measure and mnitr respnse time. Recvery (system, data) SLA What Recvery Time Objectives and Recvery Pint Objectives need t be met? Are backups required? Is high availability required? Is fault tlerance required within the management cluster? Is autmated disaster recvery failver required within certain time parameters? Privacy SLA (data security, access and cntrl): D data privacy requirements (encryptin, thers) exist? Are there regulatry requirements? Are specific rles and permissin grups required? Prvisining SLA Are there prvisining time requirements?

27 5. vclud Operatins Management vclud Operatins Management includes Cnfiguratin Management, Orchestratin Management, Availability Management, and Cntinuity Management. 5.1 Cnfiguratin Management Cnfiguratin Management is a key prcess fr realizing vclud peratinal benefits. Cnfiguratin Managers track cnfiguratin items using a cnfiguratin management system Cnfiguratin Management Definitin Cnfiguratin Management is the prcess respnsible fr defining and maintaining infrmatin abut cmpnents f an IT service these cmpnents are referred t as cnfiguratin items (CIs) and are managed end-t-end thrughut their lifecycle. The gal f cnfiguratin management is t understand the histrical, planned, and current state f cnfiguratin items, their interrelatinships, and their impact n an IT service Value f Cnfiguratin Management in a vclud T fully realize the benefits f vclud cmputing frm an peratins perspective, cnfiguratin management is the key. The cnfiguratin management prcess is administered in an rganizatin thrugh a set f tls and databases cllectively knwn as a Cnfiguratin Management System (CMS). The CMS acts as the definitive surce f recrd fr all cmpnents and their interrelatinships within a vclud envirnment. The CMS prvides the visibility IT needs t manage the multilayered vclud envirnments. Cnfiguratin management is the enabler fr critical vclud functins, frm autmated prvisining, discvery, and maintenance, t helping effectively plan and implement changes in the envirnment. Figure 7 shws interrelatinships between a Cnfiguratin Management System and ther critical IT Service Management prcesses.

28 Figure 7. Cnfiguratin Management Interrelatinships The fllwing sectins prvide a detailed review and explain hw cnfiguratin management supprts a vclud in an IT rganizatin Cnfiguratin Management in Relatin t Orchestratin and Prvisining in a vclud In the vclud envirnment users request new resurces (virtual machines, vapps) that are prvisined directly frm the service catalg. The enabler fr this autmated prvisining is the CMS. After a request is received frm a user via the service catalg the rchestratin engine interacts with the CMS. Fr example, t cnfirm available capacity, it determines cnfiguratin data fr prvisining as well as access and security restrictins, and cmmissins the new virtual machine. The CMS is then infrmed f this new virtual machine and begins its lifecycle management.

29 Cnfiguratin Management in a Multilayer Envirnment A vclud envirnment, as ppsed t a traditinal IT envirnment, is built f independent vclud layers. These layers can be built internally r created by the use f internal and external service prviders. T manage this new dynamic envirnment, the CMS rle becmes even mre critical. The CMS needs t have capabilities t expand and understand all f the internal and external cmpnents f an IT service. Therefre, a CMS needs integratin and recnciliatin abilities with multiple surces and needs t be service-centric t shw dependencies fr hw different cmpnents (internal r external) can impact an IT service Cnfiguratin Management Needs t Be Self-Aware A vclud envirnment is dynamic. The mbility f wrklads and resurces within the vclud makes tracking cmpnents a challenge. A CMS platfrm fr a vclud needs autmated discvery and mapping functins t make it self-aware. Tighter integratin with virtual vclud infrastructures allws fr real time views f a service t be created. This allws the IT rganizatin t rganize their vclud infrastructures better with mre predictive planning capabilities Cnfiguratin Management in relatin t Change Management A vclud has dynamic functins that require their wn set f change cnsideratins. These changes need t be preapprved by change management, and stred as cnfiguratin data within the CMS t be used by the rchestratin layer t execute. CMS als remains central t the change management prcess itself, prviding the visibility required by the change advisry bard t access the impact f a change in the envirnment Cnfiguratin Management in Relatin t a Service A CMS needs t be service-centric, with graphical views shwing IT service dependencies. The CMS shuld als be used t stre service-related infrmatin such as expected service levels and key stakehlder infrmatin. As IT rganizatins evlve t be mre service riented the CMS rle in relatin t service-related data increases. It will include nt nly cmpnent infrmatin, but infrmatin abut service dependencies and tls that enable utage simulatins t understand impacts. The CMS is respnsible fr predictive and trending analysis f nt nly technical cmpnents, but fr an IT service as a unit Cnfiguratin Management in Relatin t Physical vclud Infrastructure A vclud is cmprised f multiple service layers (SaaS, PaaS, IaaS, and pssibly thers). All f these vclud layers are supprted by a set f cre physical infrastructure cmpnents (server, strage, netwrk, and s n). As the vclud autmatically allcates resurces, the CMS needs t understand the impact f the changes t the physical cre infrastructure. The rle f the CMS within the capacity management functin is t prtect against ver-allcatin f resurces in rder t maintain stability and quality f service within a vclud vclud Cnfiguratin Management Cnsideratins As the vclud cntinues t evlve s des cnfiguratin management. Newer cnfiguratin management systems are emerging in the market. Organizatins that are mving t a vclud mdel need t cntinuusly reassess the capabilities f existing cnfiguratin management systems in relatin t the vclud. Opprtunities fr prcess imprvement and autmatin need t be reviewed during every assessment iteratin. The fllwing are sme cnsideratins t help evaluate CMS capabilities:

30 vclud-aware cnsideratins fr a CMS: Is it capable f mdeling lgical business services within a vclud? Des it understand bth physical and virtual cmpnents? Can it map dependencies between cmpnents? Can it aut-discver applicatins? Des it have an understanding f vclud data mdels? Fr example, prvider virtual data centers, rganizatin netwrks, vapps, and s n. Flexibility and cnfiguratin cnsideratins within a CMS: Des it have a dashbard that displays IT services and their cmpnents? Can it integrate with multiple data surces thrugh pluggable cnnectrs? Des it have a recnciliatin capability? Des is allw fr CI mapping? Des it allw fr dependency mapping? Can it manage the varius lifecycle states f vclud cmpnents? Fr example, Dev, UAT, Prd, EOL. End-t-end autmatin: Is it capable f integrating with rchestratin engines? Is it capable f integrating with vclud financial management and chargeback systems? Des it have built in cmmissin and decmmissin prcesses? Is it capable f integrating with Asset Management fr the allcatin and recvery f licenses? Typical vclud Cnfiguratin Items (CIs) The fllwing list is starting pint fr recmmended cnfiguratin items that shuld be represented in a CMS fr an Infrastructure as a Service vclud envirnment. VMware vcenter Server. vcenter Database. Datacenter. Cluster. Resurce pl/prvider virtual datacenter. Organizatin virtual datacenter. Organizatin netwrk. External netwrk. VMware ESXi hst. Virtual machine. Datastre.