how are service providers helping their customers to deliver IT as a Service?

Peter Glock – Orange Business Services 18 May 2011, presentation to Europe Future Internet, Budapest

2

contents

1. what our customers are experiencing

2. what does the future look like for end users

3. an example of how IT is changing the way it

provides services

4. what behaviours are we seeing in the network space

to support these services

5. what can service providers do to support their

customers

3

the changing role of IT and the IT department

“for an organization that has already optimized IT internally, the main route to further reduce IT costs and contribute to the business profitability is to turn to cloud computing provided externally”

– many customers aim to remove operations from the IT department by mid-decade

– IT has to manage the consumerization of IT i.e. the will for users to work anywhere, at any time, and with any device

what will the future looklike for your users?

5

what the future will look like

users become consumers

the IT department needs to provide a homogeneous set of applications anywhere, any time, from any device

the future is hybrid: these applications come from different places: internal and service provider, public and private cloud

how can you get there?

7

cloud computing transforms your IT delivery model, technical impacts are only one part of the challenge

a transformed delivery model,

from ICT solution to service provider

what impacts on my internal organization?

business alignment & service offerings

skills & competencies suppliers relationship

what impacts on my technical existing

environments? infrastructures

(networks, platforms, data centers)

IT applications virtualization security &

performance

what benefits can I truly expect?

business improvement

economies (TCO, RoI) regulatory

compliance be greener

how to define my target and how to

measure and control? architecture (public,

private, hybrid) service management

level commitments and

SLAs

where do I start?

how do I integrate with my legacy IT?

how do I reach mytarget?

8 presentation title

a typical cloud customer journey

DESIGN IMPLEMENT MANAGE & OPTIMIZE CLOSE

4 5 6architecture design transition service management reversibility 7

Target ICT architectureTransition scenarioBusiness model SLA definition

Project portfolioTransition implementationGovernance dashboardCommunication & training

Project managementOperations & supportCustomer careCapacity management

Services closingServices transfer outContinuity ensuring

commercial proposal accepted

Interviews/workshopInformation analysisScope definitionExecutive meetingAgreement to continue

Discovering toolsTechnical assessmentBusiness impact analysisGap analysis

Feasibility demonstrationCritical success factorsImprovement

1 2 3cloud readiness assessment

specific assessments proof of concept

ASSESS DESIGN IMPLEMENT MANAGE & OPTIMIZE

commercial proposal

RFIcustomer

needs

9

cloud readiness assessmentdomains

demand managementincident managementmonitoring / reportingcapacity management

service management

security constraintsdata protection

identity & access management

security policy

regulations & lawscommitments & SLA

hosting contractsoutsourcing contracts

critical business processcritical competencies

IT carbon footprintbenefits & costs

business & HR impacts

contracts analysis

LAN & WAN mobility flow rates

protocol filtering

network map

servers & workstationsDB, middleware & OS

licenses application performance

virtualization eligibility

applications inventoryapplications lifecycleapplications interlink

volumes of data

critical applications map

10

example - data center consolidation in Asiabeyond consolidation, a true IaaS transformation

• consolidation of 4 Datacenters into 1 regional Datacenter in Singapore

• transformation from DIY IT management to Cloud IaaS Service Delivery

• DC Consolidation and Transition professional services

• a consistent service catalog + a « pay per use » pricing model

• managed services for virtual and physical servers + storage/backup services

• a self-provisioning portal

• adapted SLA (Bronze, Silver, Gold)

scope

client benefits Orange solution

• operational costs reduction

• state of the art DC infrastructure without having to invest

• improved & standardized SLA in Asia

• smooth transition to reduce risks

11

integration and customization of multiple elements to deliver an applications catalogue

OrangeNetworks

Orangeaccess

Orange Private Cloud Customer Private Cloud

Public Cloud

by ORANGE

PrivateApplications

Store

12

let’s not forget the network

users don’t care if it is the Cloud provider, the network provider, or the end point service provider that is at fault, it should ‘just work’

many applications need tightly defined network performance (voice, video…)

differentiation of performance required for interpersonal, person-to-machine and machine-to-machine applications

for some applications and/or some situations, the ‘dumb’ internet is good enough

for some, an end to end SLA is required

we see several behaviours…

13

…let’s not forget the network 2

Cloud providers fight to connect at the ‘best’ Tier 1 peering points, globally

customers procure public Cloud services then connect via private networks with network SLA if/when/where the public internet is not sufficient

interconnects between Cloud service providers and application aware network service providers

network service providers provide Cloud services directly

network service providers act as integrators in Build, Operate, Transfer projects to create a Private Cloud to their customers

network service providers provide (private/public/hybrid) Cloud services as a managed service

14

the question is not “which is the best way?” but “how can I get the best mix of all the options?”

conclusion

cloud computing can help transform IT departments to support business objectives

it’s a journey, service providers can help you navigate your way from consulting, through integration, into managed services

hybrid infrastructures will be the normal way of providing service in the future

the network is a vital part of delivering service to the end user

benefit from the experience of the service providers you already do business with

thank you

Orange, the Orange mark and any other Orange product or service names referred to in this material are trade marks of Orange Personal Communications Services Limited. © Orange Personal Communications Services Limited.

France Telecom Group restricted.