Download - Martin Yates - BB2838 - Overcoming the challenges of managing a heterogeneous cloud environment
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Session BB2838
Overcoming the challenges of managing a heterogeneous cloud environment
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Overcoming the challenges of managing a heterogeneous cloud environmentMartin YatesTechnology Services Support Business Development
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
My background
Title/OrganizationPortfolio and Product Support Management
IT industry experience• Mission Critical Business Development
Manager• IT Best Practices Workshop program
development• Mission Critical Workshops program
manager• IT Service Management Assessor
Professional information• Distinguished Professional of Service
Management – priSM Institute and ICSM• ITIL Expert in IT Service Management• Bachelor of Computer Science – Massey
University
Years at HP15
Current responsibilities• Services development for Cloud,
Converged Infrastructure and Integrated Systems
• Sales enablement and delivery readiness• Knowledge transfer and training• Design and leadership of the “Always On
Support Simulation” program
Name: Martin Yates E-mail: [email protected]
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
Agenda
1. Business demands and IT challenges2. What you need to do 3. What you need from your support provider
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
The business demands driving IT to the cloud
Improve business agility
Speed innovations
Accelerate time to value
Deliver choice
Reduce costs
Develop once, run anywhere
Deliver the right services at the right time based on customer needs
Business users Developers Individuals
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
IT’s challenges in meeting those business demandsWhat you need to do:• Improve the quality and consistency of
IT services• Simplify IT operations and reduce
complexity• Drive out costs and redundancies• Improve operational efficiency
What you need from your support provider:• Provide a single point of accountability• Manage interoperability issues faster• Improve service levels across the
support ecosystem
Business Users Developers Individuals
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
What you need to do
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
Improve the quality and consistency of IT servicesMaintain a coherent service management framework for end-to-end cloud operation• Physical server builds and naming conventions • Automated provisioning and decommissioning• Proactive measures to prevent failure• Reactive procedures to rapidly restore service
Change is a constant in a cloud and so is continual improvement• Monitor and measure cloud operation against SLAs• Identify and fix quality and efficiency gaps• Make continual improvement fundamental to the way you work
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
Simplify IT operations and reduce complexityControl the interlocked web of software in your cloud• Every layer of the cloud has a great volume and variety of software• Keep track of each IT asset and all of its dependencies• Maintain up-to-date documentation and tracking to ensure software license
compliance
Establish and consistently apply security policies, processes and tools• Business groups with different security needs share resources• Employ frequent auditing and active management • Include back-end activities that require more control in a cloud
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
Drive out costs and redundancies
Define the respective roles of IT and users (developers)• Establish standards and procedures that allow flexibility• Negotiate policies for handling exceptions• Specify respective responsibilities
Enable users to access resources on demand• Synchronize provisioning with your clients’ projects and programs• Collaborate in joint planning through close relationships with clients, IT vendors and
procurement• Understand and project demand by metering and analyzing actual usage patterns
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
Improve operational efficiency
Design a resource allocation strategy• Conduct a business impact analysis• Develop risk mitigation and service continuity plans
Adopt and apply automation standards• Determine which procedures are manual and those than can be automated• Establish thresholds on automatic provisioning
Manual procedures and reactive incident resolution • Adapt manual procedures to interact with the automation layer• Enable intervention without disturbing automated processes
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
What you need from your support provider
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
Provide a single point of accountability
Know ME and let me get my support when, where and how I want it
My business runs 24x7 yours should too
The first person I talk to owns my call from beginning through to resolution
Give me access to your best people without me having to escalate
Provide high quality technical assistance across my converged infrastructure
Know my complete end-to-end environment so I don’t have to answer 20 questions
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14
Manage interoperability issues faster
Multi-vendor support by design
Support more than just hardware, support integrated platforms or better yet, my complete environment
Collaborate with my other vendors
Monitor my environment continuously and give me access to what you are seeing
Provide real-time event notification
Give me access to your knowledge database so I can resolve routine issues myself
Risk mitigation, interoperability, no finger pointing
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15
Improve service levels across the support ecosystemAnticipate problems and resolve them proactively
Monitor and report on my software and firmware revision levels
Proactively advise me of corrections that need to be made and how to apply them
Proactively discover my configuration so I never have to tell you what’s changed
Look for trends in my support calls then identify and resolve underlying problems
Bring me best practice advice tailored to my IT environment and my business
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16
To overcome the challenges of cloud managementWhat you need to do:• Improve the quality and consistency of
IT services• Simplify IT operations and reduce
complexity• Drive out costs and redundancies• Improve operational efficiency
What you need from your support provider:• Provide a single point of accountability• Manage interoperability issues faster• Improve service levels across the
support ecosystem
Business Users Developers Individuals
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
Enabling an agile business with services to help operate and evolve the modern datacenter
HP Datacenter Care
• Simplified support via a single point of accountability
• Proactive to avoid Problems and optimize performance
• Flexibility to support your multivendor IT environment
• Improved management of interoperability issues
Assigned
Account Team
Flexible reactive support
Seamless support
experience
Tailored proactive services
Primary service
provider
Improved
ROI
Single point
of
accountability
Redu
ced
com
plex
ity
Ope
ration
al
efficien
cy
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18
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After the eventVisit these demos
Find out more
Attend these sessions
• HOL2114: Managing an ‘Always On’ infrastructure and winning the race to results! Thursday 10 AM, Sands 404
• MR: Datacenter Care services, Converged Cloud Pavilion, Discover Zone
• KF: Always On Support services, Services Pavilion, Discover Zone
• Contact your local Technology Services sales rep
• Visit the Always On Support website at: http://h17007.www1.hp.com/us/en/whatsnew/proliantgen8/always-on-support.aspx Your feedback is important to us. Please take a few minutes to complete the
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