IT SERVICE MANAGEMENT & INTERNAL CLOUD

Transcription

1 IT SERVICE MANAGEMENT & INTERNAL CLOUD MILAN

2 IT Cloud Definition by NIST (USA national institute for standards) A model for enabling convenient, 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 Cisco Innovation Award Most Innovative Hosted/Cloud Service Large Hosted Finance Application Services Cloud for the EMEA Region

3 ITSM & CLOUD AGENDA The Drivers for Internal Cloud Agile business development and Cloud IT/ ITIL / ITSM changes for the cloud ITSM processes in Internal Cloud ITIL Process Changes Strategy, Design, Transition, Ops What Happens after Cloud? Summary, Q&A

4 ABOUT EURONET EEFT Host-to-host connections to more than 100 bank customers and card organizations Operates largest independent nationwide shared ATM network in India Driving ~ 51,000 e-pos terminals More than 100 ITM software customers Launched first SEPA compliant cross-border acquiring solution in Europe

5 WHAT IS DRIVING THE CLOUD? Companies Execute Business Model* IT is aligned or better, is driving part of that model ITSM is part of IT service provisioning We align, design, execute and improve IT processes for KNOWN business model Start-Ups Search for Business Model* In Many Cases You Don t Know Your Customer NOR Your Product Start-Up is DESIGNED to search for scalable and repeatable business model Start-Up needs DIFFERENT tools and processes than companies * lean start-up quotes steveblank.com (c) 2011 Processes4IT.com

6 WHAT IS DRIVING THE CLOUD IN EEFT? We got to keep the data inside = internal solution (credit card holder data) Avg. 9 prod releases per day, up to 10 infrastructure changes Pipeline of 50+ business and 40+ IT projects, need extra fast capacity Other mass productions, e.g. PCI -consolidate and protect 9 small-medium data centers (130 physical servers) We asked the business: Security and Compliance, Scalable, Simple, Repeatable, Temporary, Time To Market, First To Market, Quick Changeover, Tiered Service, DR.

7 IT PERSPECTIVE simplify Agile provisioning for secured & office applications/infra infrastructure consolidation

8 THREE PHASES TO A WORKING CLOUD 85% virtual Enterprise SAN Basic Incident, Change, problem and PMO. Trained over 40 people in ITIL and cloud tech mgmt 5 iterations to Change Mgmt Quick OLA changeover Utility financials a must Single quality framework across lifecycle is a must Built 50 servers a month on average. Delivered on time and on budget, BUT we rarely hit any capacity first time right.

9 LEAN/AGILE SERVICE STRATEGY Need More Agile Service Strategy Processes Weshould not build what we know customerswill buy We offered capacity, customers want utility Iterations with customers skyrocket, that s an effort Adopt Lean Customer Development for Cloud Structured Relationship Management, IT in driving seat Most new IT services fail because they don t have customers. Your Service Strategy is all about customer validation. Even if your cloud is an internal one.

10 ITERATIVE DESIGN AND RELEASE Service Design and Transition are they now ONE? We saw Design and Transition blur. Business wants to be first on the market with minimal viable product. IT responds with minimal viable service design and transition in production in one go, and do it again. Still need to ensure processes, compliance and security. I was told these are unbelievable requirements. Many processes are designed for predictable environment and we re in another game now.

11 MAJOR CHANGES IN ITSM OPERATIONS

12 FACTORY IT FOR OPERATIONS IT Service Operations should FLOW Production KPIs visualized (process KPIs extra important). Business Service Management becomes tool for IT operations. Lean and ITSM go hand in hand, recognize waste. Capacity and Financial Management in Operations Pull system requires 24x7 capacity management Dynamic Resource Allocation, but don t Set and Forget Financial KPIs Standard Work & Automation Cloud volumes would lead to standard work. Automation has to be error proof and monitored. Continuously Improve Competition with market leaders, sooner or later.

13 YOU GOT YOUR CLOUD, WHAT S NEXT? Iterate your offering e.g. capacity to utility Move all of your IT offering to internal cloud (is it wise?) Leave secured systems in internal cloud, move commodity to external SaaS Many options open up for continuity and DR Partner via Cloud (supply chain?)

14 APPENDIX

15 GO TO SAAS FOR ITSM Value + No bandwidth for full ITIL v3 stack, but we need it! 16% $ growth in 2011 Business driving more changes in core competences Must connect easier in cloud (SOA, partners, suppliers, monitoring) (c) Gartner Risk +

16 APPENDIX Contact information Connect Useful Links Lean Business Development Lean principles in general