Cloud Service Management

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1 Cloud Service Management History, state of the art, and challenges for the future Bryan Stephenson / September 21, 2012

2 About me Cloud Services Architect of the Software R&D team for HP Enterprise Cloud Services History Software engineer Software architect Consultant Solution architect Researcher 2 2

3 Agenda History and background State of the art The future 3 3

4 Rapid evolution Area Computing technology for developers One terminal to proprietary timeshare system, lab nodes Many open devices and cloud services Technology adoption path Office first, then home Home first, then office Communications within company, FTP, telephone, FAX, mail Plethora of options Multi-tasking No Yes Software team structure At one site Worldwide Software delivery Tapes sent on trucks SaaS or download Software/service support Expensive support contracts Free online forums Production cycle Months to years Minutes to months Developers Only did development DevOps System administrators Only handled operations DevOps IT Outsourcing Industry Very large and long deals Smaller shorter deals 4 4

5 Evolution of the web: from content to services The Web emerged as a global repository of content from HTTP to link content Web browser to traverse content The Cloud is the start of a global repository of services REST, AJAX, etc. to link and traverse services 5 HP Confidential

6 Traditional IT Internal IT Organization Lines of Business Hosted or Outsource d Value Sourced Service portfolio Value Delivered Accelerate growth Lower costs Mitigate risk IT sources services that result in the right business outcome 6 6

7 Cloud sourcing is a new option for IT Internal IT Organization Lines of Business Hosted or Outsource d Value Sourced Service portfolio Value Delivered Accelerate growth Lower costs Cloud Sourced Mitigate risk 7 7 IT sources services that result in the right business outcome

8 Cloud sourcing is a new option for lines of business also Internal IT Organization Lines of Business Hosted or Outsource d Value Sourced Service portfolio Value Delivered Accelerate growth Lower costs Mitigate risk Cloud Sourced 8 8

9 Seventy-two percent of CIOs believe that their business sees cloud computing as a way to circumvent IT - Forrester study for BMC

10 ITIL (Information Techinology Infrastructure Library) Widely-adopted library of best practices 10 10

11 IT Service Management IT Service Support Configuration Management Change Management Release Management Incident Management Problem Management IT Service Delivery Availability Management IT Service Continuity Capacity Management Service Level Management Financial Management Service Desk Function IT Service Management implements the ITIL practices to realize business value. It is the most critical issue for enterprise customers

12 Got ITSM? Source: 12 12

13 A plethora of cloud providers Cloud Compute Managed Private Cloud Enterprise Cloud Services SAP Dynamic Infrastructure Smart Cloud Enterprise Cloud Services Global Cloud Platform Symphony Dedicated Virtual Data Centre 13 13

14 What makes a service offering a cloud service offering? Audience participation Please think about what you feel are essential aspects for a service to be called a cloud service offering. 14

15 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? 15

16 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? Smart Cloud 16

17 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? 17

18 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? Enterprise Cloud Services 18

19 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? 19

20 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? Private Cloud Solution onpremise 20

21 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? Self-service scale up and scale down? 21

22 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? Self-service scale up and scale down? 22

23 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? Self-service scale up and scale down? Metered service (pay only for what you use)? 23

24 What makes a service offering a cloud service offering? Is it: HA designed into the application so cheap unreliable hardware can be used? APIs are used for service access? The consumer doesn t own the hardware? Self-service scale up and scale down? Metered service (pay only for what you use)? 24

25 Cloud Definition from NIST A model for enabling convenient, 5 essential characteristics on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction On-demand self-service Broad network access Resource pooling Rapid elasticity Measured service 25 Source: National Institute of Standards and Technology, USA

26 Cloud Definition from NIST - changed A model for enabling convenient, 5 essential characteristics on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction On-demand self-service Broad network access Resource pooling Rapid elasticity Measured service 26 Based on: National Institute of Standards and Technology, USA

27 Cloud Definition from NIST - changed A model for enabling convenient, 5 essential characteristics on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction On-demand self-service Broad network access Resource pooling Rapid elasticity Measured service 27 Based on: National Institute of Standards and Technology, USA

28 Cloud Definition from me A model for enabling convenient, 3 essential characteristics on-demand network access to configurable computing resources (networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort and no service provider interaction On-demand self-service Rapid elasticity Measured service 28 Based on: National Institute of Standards and Technology, USA

29 State of the Art for Cloud Service Management 29

30 Cloud flavors Aspect Flavor: Private Public Managed Hardware owner Customer Provider Provider OS installation Provider / Customer Provider Provider OS monitoring / management Application Management Customer Customer Provider Customer Customer Customer or Provider Security Services Customer Customer Customer or Provider Examples IBM Private Cloud, HP ECS Private Cloud Amazon Web Services, HP Cloud Services IBM Smart Cloud, HP ECS Virtual Private Cloud, Rackspace Managed Private Cloud 30 30

31 Service Management in Public Clouds Integrated cloud management solu0ons Vendors of piece parts What is managed Infrastructure only All levels All levels Tradi0onal Management vendors Integrated solu7on? Yes No Only at infrastructure level Example vendors RightScale, Servicenow OpenQRM, CFengine BMC, HP, IBM 31

32 Service Management in Managed Clouds The whole point is to achieve enterprise-class Service Management Register hardware and software Manage security policies, patching, and service levels Rich monitoring, reporting, and support capabilities during operation IT Service Support Configuration Management Change Management Release Management Incident Management Problem Management IT Service Delivery Availability Management IT Service Continuity Capacity Management Service Level Management Financial Management Service Desk Function 32

33 Service Management in Private Clouds Can be as little or as much as the customer desires Generally are well-integrated with an IT Service Management solution Can build your own with available software 33 33

34 Service Management in Hybrid Clouds Typically the customer uses their own IT Service Management solution 34 34

35 Cross-cloud Service Management Early days for this, but some options today Rightscale has the MultiCloud Platform Servicenow and BMC have some capabilities Like Multi-supplier Management in traditional IT Outsourcing Team dynamics are very important for fast resolution of issues Inherent complexity of the environment is hard to handle 35 35

36 The Future of Cloud Service Management 36

37 A services supply chain is emerging It will be streamlined by standardization and integration Aspect Traditional integration Cloud integration Examples Accenture, HP, IBM Bungee Connect Cost Expensive Inexpensive Size potential Very large Moderate Complexity potential High Moderate Who creates Technical expert Business expert How created Write code Map graphically Timeframe Months to years Minutes to weeks A technologist in an enterprise who does not know much about business operations will be severely marginalized A business person who does not know much about technology will also be marginalized 37 HP Confidential

38 A Research Challenge Research is needed in how to manage hybrid service portfolios: Need a command and control center for services covering business-level strategies, requirements, services and spending Need a framework for managing service portfolios across many clouds 38 38

39 Research questions to build a service management framework* How do users influence the enterprise service portfolio? How are services monitored? How are relationships managed with service providers? How are incidents addressed across service providers? How are service level agreements monitored and enforced? How are the sourcing decisions for services made and validated? What is the right financial management construct to use for an on-demand service ecosystem? How can a return on investment be calculated from a multi-supplier? What are the implications on compliance and regulations that need to be met? How company s confidentiality requirements still be met when service providers subcontract to other service providers? * Leveraged from

40 Business Operations are Moving into IT Systems Business Rules Engines enable business experts to drive the service behavior Computer-actionable Business Process Models automate business processes Prediction: These will converge and evolve into very powerful systems 40 40

41 Research Challenges using BREs and Live BPMs Business Rules Engines need richer and better input data How can we understand the impact of a set of potential rule changes on multiple systems? Business impact, e.g. incremental revenue, cost, and risk Service operations impact How to find ways to enable business people to specify trade-offs of competing goals? 41 41

42 Prediction Facts: Ideas are very powerful Many new service ideas can now be realized very quickly Premises: Business operating environments with live BPMs will mature Prediction: It will be possible to create a large profitable business that has no physical assets on its books

43 What does that company look like? Traditional firm People work in an office Purchase productivity devices Use workgroup software and tools Build a data center No-physical-asset firm People work from anywhere People use personal devices they own Use online services Build service offerings in the cloud 43 43

44 The future in general Higher levels of integration between different systems, companies, and nations EU, Euro currency, WTO, NAFTA, The THX 1138 problem How to achieve the envisioned future without the people feeling like slaves to the machines? AI, Analytics, and other fields can help people make better decisions 44 44

45 Conclusion For the foreseeable future, robust Cloud Service Management for any sizable set of applications and services will require a large group of people with varied skills working well together, using a set of wellintegrated systems. Nearly always these people will be from multiple organizations. It will remain challenging for years to come. 45

46 Thank You 46 46

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