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


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]

mailto:[email protected]


Agenda

1. Business demands and IT challenges2. What you need to do 3. What you need from your support provider


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


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


What you need to do


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


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


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


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


What you need from your support provider


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


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


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


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


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


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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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