1 SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture
2 Table of Contents Introduction Secure Multi-tenancy Architecture enterprise Requirements for Service Delivery BSM for Cloud Computing: Enabling the Solution »» Cloud Planning 5»» Cloud Lifecycle Management 5»» Cloud Operations and Optimization 7»» Cloud Governance 7 Summary about Secure Multi-Tenancy Cloud Computing »» A Secure, Virtualized Dynamic Data Center 8
3 Introduction Enterprises are beginning to evaluate approaches to cloud computing that offer potential operating agility and cost advantages. The Cisco, VMware, and NetApp Secure Multi-tenancy Architecture defines a validated design for a service-oriented infrastructure (SOI). This SOI is a solid foundation for virtualization and cloud computing. However, it is only the first step in the transformation of IT into a service organization. In order to move cloud infrastructure designs from the engineering sandbox into production, enterprises must apply comprehensive management practices for provisioning, operations, and compliance of IT services. Agile and cost-effective cloud operations for production services depend on advanced operating practices beyond the capabilities offered by the Secure Multi-tenancy Architecture. Without comprehensive service management, enterprises deploying production services using the Secure Multi-tenancy Architecture will not meet service level agreements (SLA), comply with governance requirements, or achieve the targeted business benefits. This will fail all stakeholders from customers and employees to shareholders. Business Service Management (BSM) from BMC Software provides a comprehensive and unified platform that simultaneously optimizes IT costs, demonstrates transparency, increases business value, controls risk, and assures quality of service. By breaking down the walls created by organizational silos and the limits of management tools, this platform enables organizations to dynamically manage IT as a service (ITaaS) based on the Secure Multi-tenancy Architecture. Automation relieves staff from routine and mundane tasks, while also reducing the time to deliver and maintain services. Agility is easily achieved, staff is more effectively employed, and SLAs and compliance are continuously maintained. 1
4 Secure Multi-tenancy Architecture Based on products from Cisco, VMware, and NetApp, the Secure Multi-tenancy Architecture is a set of infrastructure design guidelines that creates isolated security zones across a unified pool of infrastructure resources to protect corporate data and applications. The configuration of these infrastructure components is documented and validated for Cisco solutions at the compute and network layers, for VMware solutions at the hypervisor layer, and for NetApp solutions at the storage layer. Figure 1 illustrates the infrastructure stack. Figure 1 Secure Multi-tenancy Architecture Components The Secure Multi-tenancy Architecture is designed to meet four requirements: 1. Availability of computing, network connectivity, and storage resources 2. Secure separation for isolation of assets 3. Service assurance to meet performance requirements 4. Management of resource availability and rapid provisioning Meeting these requirements requires tools to cost-effectively manage the entire infrastructure as a cohesive service offering from a single pane of glass, while assuring compliance with enterprise policies and SLAs. 2
5 Enterprise Requirements for Service Delivery Because customers request and use services, not just infrastructure resources, IT must deliver and manage all components of a service as a cohesive whole. This means the entire technology stack ranging from network and storage infrastructure through application infrastructure to applications and data must be provisioned and monitored quickly from a single request for service. Customers also require speedy service delivery on demand, as well as termination of billing as soon as they stop using the service all at a cost that allows IT to compete with external service providers. The fundamental value proposition of virtualization and cloud computing is doing more with less. However, all too often, the added complexity of managing virtualized and cloud resources causes IT to lose control over the service environment even as the business needs increased transparency along with cost reduction and agility. Any enterprise that relies on information technology must adopt mature management and compliance processes to address the added complexity, or face unacceptable risks of application downtime, inefficient resource utilization, and potential theft of critical corporate information. Well-defined processes promote consistent SLA and governance compliance, but consume significant effort and time to execute consistently. Customers demanding fast service can pressure IT staff to cut corners or even go around IT completely to external service providers. IT must eliminate manual effort in fulfilling service requests in order to meet customer expectations for fast, cost-effective service delivery. Automating service delivery requires giving users an option to fill their own service requests, while freeing IT staff from mundane work so they can deliver new capabilities that help the business. Providing this selfservice option requires the IT organization to implement sophisticated process automation, and to shift IT staff work from manual provisioning functions to defining services that can then be automatically provisioned. Automated service request processes must bridge organizational functions and multiple management tools to provision all the components required to deliver a given service. The run books that currently guide manual processes are a model for successful service delivery that, when developed into automated workflows, eliminates the manual effort responsible for long and inconsistent service request fulfillment times. In the self-service world, these run books will become well-documented, well-tested service designs within the service catalog offered to users. The individual service elements will be commoditized components that can accommodate fast, easy, and repeatable provisioning of new services, service changes, service scaling, or service recovery. These service designs comprise not only infrastructure components, but the OS and application infrastructure parameters, application architecture, and the application data required to provision a service or an increment of a service. Along with the individual service components, IT must create an infrastructure resource plan to assure appropriate resources will be automatically provisioned to cost-effectively meet the needs of each capacity increment and application tier. Self-service request fulfillment automation extends the four requirements of the Secure Multi-tenancy Architecture through the full service stack: 1. Availability Automates configuration of resources, application infrastructure, applications, and data protection to meet requested availability levels. 2. Secure separation Automates configuration of infrastructure resources in secure zones per the application tiering architecture, placing applications and data in the correct zones along with necessary inter-zone connectivity. 3. Service assurance Automates the provisioning of instrumentation in virtual machines, operating systems, application infrastructure, and in the applications themselves; also automates the provisioning of predetermined benchmarks in performance and capacity management system for automated provisioning or deprovisioning of resources to ensure service performance across variations in service volume demand or service impacting incidents. 3
6 4. Management Automates status tracking and assignment of all infrastructure resources across multiple resource sets and locations, including current use, availability for new service requests, and best fit to service-specific requirements. In addition to addressing these four requirements, service request automation ensures compliance with defined cross-functional processes and enterprise governance compliance. The automation enforces process rigor, eliminates manual effort, and prevents errors that cause outages and customer dissatisfaction. To accomplish these objectives, the IT environment must be easily and granularly managed from a single point of control. This requires defining, creating, and enforcing proven and auditable processes in areas such as self-service, change and release management, provisioning, and governance compliance. As a result of pressures to transform quickly to a new cloud-style operating mode, IT cannot afford to design and build custom infrastructures, but must deploy proven combinations of computing, networking, and storage resources, along with management software that enables them to define, maintain, and enforce best practices for service delivery, not just infrastructure. BSM for Cloud Computing: Enabling the Solution BSM from BMC provides a total solution for the policy-driven planning, provisioning, operation, optimization, and governance of the virtualized services delivered on the Secure Multi-tenancy Architecture. Using the same BMC technology relied on by corporate IT departments and service providers worldwide, BSM provides the tools and unified service management environment that enterprise IT needs to design, maintain, and manage virtualized and cloud-based services using the best IT management practices their customers demand. BSM deeply integrates with all components of the Secure Multi-tenancy Architecture to take direct, rapid action in response to customer service requests, as well as to react quickly to infrastructure changes and events, while maintaining secure isolation of customer environments and information. HR BU APP Figure 2 BMC BSM Manages Entire Service Stack on Secure Multi-tenancy Architecture 4
7 Cloud Planning Faced with the challenge of implementing cloud computing, many IT leaders start with questions, such as: What is cloud computing, and what elements of this model are relevant to my organization? What currently exists in my organization, and how compatible is it with a cloud model? What does the eventual service delivery and operations environment look like, and how do I get there? BSM for Cloud Computing is designed to guide you through these initial stages of cloud planning and adoption through:»» Accurate discovery and assessment of the existing environment»» Architectural and service design for the new cloud environment»» Capacity planning and financial modeling Armed with the results of these services, an IT organization can proceed with an accurate scope of the effort, a technical transition plan, a vision for their private cloud, and a plan for leveraging public cloud resources where and when appropriate. With BSM for Cloud Computing, the enterprise vision can be aligned with the IT plan, setting realistic expectations and positioning IT for success. Cloud Lifecycle Management IT and service provider experience has illuminated some of the more challenging aspects of managing the cloud from labor-intensive provisioning to the ongoing support and fixes required. One key requirement of cloud computing is to layer on top of virtualization a scalable operational structure that delivers consistent service and addresses the needs of both the customer and IT. BMC Cloud Lifecycle Management delivers an operational model for the provisioning lifecycle and utilization of resources within the Secure Multi-tenancy Architecture. Every resource in the environment goes through a lifecycle that, when defined and appropriately automated, provides a seamless and predictable model for both customers and IT. BMC Cloud Lifecycle Management encompasses:»» Automated full-stack layered provisioning of Secure Multi-tenancy Architecture resources»» Service catalog»» Self-service portal»» Network containers and service profiles»» Measurement capabilities»» IT service management integration»» Service retirement and resource reclamation Automation of processes and tasks is the key role BMC Cloud Lifecycle Management plays in provisioning Secure Multi-tenancy Architecture resources to meet customers service needs. Provisioning automation tasks are directed to physical servers, hypervisors, virtual machines, network resources, and storage resources of the Secure Multi-tenancy Architecture to configure the resources allocated to the customer service request from policy-driven templates or clones. Pre-built templates and provisioning jobs facilitate rapid deployment of Secure Multi-tenancy Architecture and fast time to delivery of services. BMC Cloud Lifecycle Management goes beyond resource provisioning to incorporate the entire service stack in provisioning task automation. Provisioning of the OS, application infrastructure, applications, and application data is accomplished according to the application tiering design validated by IT development and operations. Secure Multi-tenancy Architecture resources are provisioned based on requirements established by IT in pre-deployment testing. This complete approach to service stack provisioning automation streamlines the customer experience in establishing or changing a service from a single request. 5
8 The service catalog holds the definitions of available services that are presented to customers via the selfservice portal for selection without the need for manual intervention. The portal presents a personalized view of service available to each customer, along with status and information regarding active and retired services requested previously, serving as the customer s single point of interaction with IT for all requests and reports. Figure 3 illustrates service configuration parameters, including server OS, network containers, and storage available to IT customers through the self-service portal and service catalog, as well as reporting on the customer s services. Figure 3 Self-service Portal Views Network containers define individual customer virtual network spaces within the Secure Multi-tenancy Architecture and simplify the enforcement of isolation between application resources and user communities, reducing manual effort and errors. Service profiles enable rapid configuration of Secure Multi-tenancy Architecture network resources, such as virtual routers, firewalls, load balancers, switches, virtual switches, and storage network switches, using standardized templates for different grades of service [i.e., Platinum, Gold or Silver]. Creating new or changing virtual networks within the Secure Multi-tenancy Architecture is accomplished using automatically built command actions that do not disrupt service to IT customers supported on the shared network resources. 6
9 BMC Cloud Lifecycle Management provides automated workflows that document the assignment of Secure Multi-tenancy Architecture resources and provision monitoring to help determine the role utilization plays in service costs and to aid with billing. Integration of workflows with IT service management applications of asset management and change management ensures accurate tracking of asset utilization, including software licenses, and reduces the impact of changes across the Secure Multi-tenancy Architecture environment. Accurate documentation of service provisioning, changes, and retirement facilitates fast and successful incident management at the IT service desk. Service retirement reclaims unproductive Secure Multi-tenancy Architecture resources and prevents resource sprawl with little or no administrative effort. Automatic notifications to customers and IT service managers before service expiration dates enable an orderly service decommissioning for the customer, or, via the self-service portal, extension of the service duration. With BMC Cloud Lifecycle Management, the dynamic nature of the Secure Multi-tenancy Architecture environment is well managed, accelerating provisioning and facilitating flexibility throughout the entire service stack. What s more, tangible results are achieved while maintaining a securely structured, controlled yet still dynamic service environment. Cloud Operations and Optimization A cloud computing environment is perpetually changing. New resources are provisioned, and old ones are retired; configurations are changed, and applications are moved. Add the presence of external cloud resources, and the management and optimization challenge grows even more complex. In a vibrant Secure Multi-tenancy Architecture environment, automated management is critical to delivering quality service to the business. Secure Multi-tenancy Architecture operations and optimization bring together operational workflows with configurations, service expectations, and capacity information. The BMC solutions make intelligent modifications to the operations to the Secure Multi-tenancy Architecture environment and service stack, escalating important larger decisions to your operations team. These solutions include:»» Predictive analytics for proactive performance management»» Ongoing, real-time discovery of environment changes»» Up-to-date service impact visibility and change impact analysis»» Capacity modeling and automated resource adjustments Secure Multi-tenancy Architecture management is not about nailing down the environment and restricting change, but rather about enabling flexibility with controlled change. By marrying operations and optimization with the flexibility of the Secure Multi-tenancy Architecture environment, the regular rhythms of utilization peaks, configuration changes, provisioning, and decommissioning can become part of the ebb and flow of the service environment. Cloud Governance IT seeks to optimize the use of resources and assets in their service environment from servers, networks, and storage to applications infrastructure, applications, and software licenses. IT is also held to standards of compliance, security, and governance by both regulators and the business which must be audited and monitored. BMC elevates the operations of Secure Multi-tenancy Architecture beyond just streamlined functionality into the realm of IT best practice. Policy-driven automation enables compliance to be enforced while executing routine tasks for provisioning and changes whether for process, security, regulatory or industry-derived best-practice policies. Constant monitoring detects policy violations that initiate automated remediation and documentation of the event to yield closed-loop compliance management. Compliance is closely maintained with minimum effort and compliance is immediately reportable. 7
10 With Secure Multi-tenancy Architecture governance in place, IT delivers superior value through virtualized and cloud computing services and can prove its use of resources is responsible and aligned with customer requirements. Working together, the Secure Multi-tenancy Architecture and BSM solutions from BMC provide predictable service delivery, reliable and secure operations, and the agility to meet changing market needs along with lower capital and operating expenses for both IT and its customers. Summary In just a few short years, the emergence of cloud computing has sharply reduced the amount organizations are willing to spend on IT services, while awakening them to the benefits of a pay-as-you-go model for buying compute, network, and storage resources. To serve this new demand, IT must be able to provide enterprise-grade reliability, security, and performance, as well as assure the business that they are following the best practices in secure, auditable IT management. Key Benefits»» Design and build an internal cloud infrastructure that best meets the needs of your business»» Deliver superior service levels, while also ensuring the greatest utilization of underlying resources»» Enable full-stack layered provisioning for rapid, automated resource allocation»» Optimize capital expenditures through integration with public clouds The service-oriented infrastructure from Cisco, VMware, and NetApp provides the compute, network, and storage foundation IT service providers need to serve this demand, while BSM for Cloud Computing from BMC allows them to manage the Secure Multi-tenancy Architecture for enterprise-grade security, reliability, and performance throughout the entire service stack. Together, these platforms deliver the secure multi-tenant environment that not only isolates data, applications, and user communities, but also meets the full range of service delivery automation, operations management, and governance needs for successful IT cloud service offerings. About Secure Multi-Tenancy Cloud Computing A Secure, Virtualized Dynamic Data Center NetApp, Cisco, and VMware have partnered to create a unique service-oriented infrastructure (SOI) that includes all server, storage, and networking hardware and software to facilitate sharing, reuse, and dynamic resource allocation. SOI minimizes the risk of transitioning to a cloud infrastructure, while also delivering the advanced capabilities you need to succeed. NetApp, Cisco, and VMware have brought together years of combined experience to create a multi-tenant SOI in which separate applications or customers can share the same server, storage, and networking infrastructure with complete isolation so sensitive information is never compromised. The individual technologies are by themselves the best the industry has to offer. Together, they offer unique synergies that greatly simplify the deployment and management of IT infrastructure and applications with:»» Unmatched end-to-end security and isolation in virtualized environments»» Simplified, unified architecture»» Lower cost»» Greater business agility»» Less risk 8
11 Business runs on IT. IT runs on BMC Software. Business thrives when IT runs smarter, faster, and stronger. That s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC provides a comprehensive and unified platform that helps IT organizations cut cost, reduce risk, and drive business profit. For the four fiscal quarters ended June 30, 2010, BMC revenue was approximately $1.92 billion. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners BMC Software, Inc. All rights reserved. *169812*
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