master the cloud: supporting the cloud
DESCRIPTION
Clouds can and do crash as recent examples have shown. Most of the literature and advice deals with building and implementing a Cloud environment. However, customer surveys show that the number-one challenge customers see in Cloud computing is managing and operating a Cloud. In this session, we will cover key best practices and show you how HP can "support" customers running their clouds with newly created services. We will also show you why Cloud management and operation needs to be addressed at the very beginning of any Cloud project—not at the end.TRANSCRIPT
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Master the Cloud:Supporting the CloudAndreas ScheelDecember 11, 2013
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What is Cloud in simple terms?
• No need to own SW or HW assets• No need to integrate or maintain service• Orders when needed, pays for use
• Owns and manages all of the IT assets• Assumes functions, cost and risk of the
service components
Service Provider
Service Consumer Cloud Service SLA
Deliver IT functionality as a service + aligning IT to deliver business outcomes
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Cloud will bring …
What to expect from a Cloud ?
Paradigm shift for IT and businessIT as a service IT Service ManagementIT managing IT services, not hardware and software• End-to-end strategy, design, deployment, operation, improvement• IT management at device or system level not sufficient
IT benchmarked on achieving SLAs and cost• Service level agreements at end-user level• Funding and costing per service
IT competing with external IT service providers
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Cloud will bring …
What to expect from a Cloud ?
High degree of IT service automation• Benefits of Cloud require automation• Also initial higher risk of disruption
IT skills shortage• Fewer IT staff but more strategic roles• New roles in IT with different skills
Complex and very dynamic environments
Hard to predict demand• The business loves it (if it can be met)• The IT department does not
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With increased complexity, prevention of disruption is more important than ever
What may disturb your Cloud solutions?
10%
90%
Technology: Tools and infrastructure
Process: Lack of service management best practices and continual improvement
People: New or unfamiliar roles and responsibilities, skills and education, mistakes
Culture: Values, norms and experiences
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What analysts are saying
Supporting the Cloud
Challenges• Reduced level of visibility• Easy to re-introduce single points of failure• Overpressure to automate increases hidden
risks• Device sprawl is unmanageable and costly• Support flexibility to cover the entire (always
changing) environment
Go to: http://www.accelacomm.com/acc/hp/0/50221184/
IT briefing center
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Clouds can and do crash
AmazonApril 21, 2011August 7, 2011June 14, 2012December 24, 2012
Microsoft
February 29, 2012March 12, 2013
VMware
May 2, 2011…twice in a row!
Despite HA everywhere and “designed with backups to the backups' backups”
Whatever the cause, most clouds will be business critical to someone
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Clouds can and do crash
MicrosoftMarch 12, 2013
• Cloud services (incl. Outlook)• Cause: Firmware updates• Effects: Overheating• Outage: “unexpected” downtime 16
hours !!• Business impact: 16 hours for
consumers• Recovery: HW, SW and lot’s of human
intervention
“Outages are something we take very seriously and invest a significant amount of our time and energy in doing our best to prevent”
Firmware upgrade causes heat spike then outage for nearly 16 hours
Whatever the cause, most clouds will be business critical to someone
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What you need to do
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Segmentation of IT applications / IT services into criticality levels
IT services defined and aligned with the business
Business processes
IT services
IT infrastructure
RiskQualit
yCost
Agility
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Proven approach for reliable IT service deliveryBuild it right• Solution design in line with requirements• Balanced approach using technology,
people and processes, and support partnerships
• Fit for purpose and fit for use (Specs vs. SLAs)
Keep it right• Keep it running
– Proactive approach– Avoid or minimise downtime
• Fix it fast– Quick incident resolution– Minimise the duration of a failure
• Continually improve
IT services defined and aligned with the business
Build it right
Keep it running
Fix it fast
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Adopt an IT Service Management FrameworkMaintain a coherent service management framework for end-to-end cloud operation
The benefits• Structure for a highly dynamic
environment• Structure for better IT alignment with the
business• Structure for mature IT service delivery• Structure to measure IT and prove its
value• Structure for continual improvement
Apply and manage
Cloud is “IT as a service”
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Provisioning and demand, manage and operate
Make use of tools and automation
Use tools to monitor and manage your operations• Real-time monitoring and measurement against SLAs• Faster response to service disruptions with up-to-date configuration information• Know your tools
Adopt and apply automation standards• Determine which procedures are manual and those that 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
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Samples of ITSM frameworks and best practicesRely upon best practice frameworks• ITILv3® (IT Infrastructure Library), CobIT® (Control Objectives for Information and
related Technology), CMMI® (Capability and Maturity Model Integration)…
Adopt and adapt principle• Learn from others, but adapt it to match specific situation: whitepapers, advisories
etc.
Leverage upon industry standards• Smooth interaction of components, e.g. by implementing converged infrastructure
Avoid issues instead of fighting them• Proactively implement improvements or fixes to known errors
Use expertise to expand own capabilities• Increase knowledge and skills, fill gaps, continually align, continually improve
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In summary: processes of key importanceDemand Management
Identify trends of business and consumption of services and be prepared for future demand
Capacity Management Make sure your infrastructure is ready to meet future demand volumes
Configuration Management
Map your environment, maintain the information about the various items and their relationships of the cloud that may impact the services
Change Management Understand expected changes, their impact and protect your cloud from changes
Service Level Management
Negotiate, agree, monitor and report KPIs, SLA and OLA with your service consumers/providers
Incident ManagementEvents will occur, be ready to restore an IT service back to normal operational status as quickly as possible Take proactive steps to avoid incidents instead of dealing with them reactively
Problem Management Identifying the root cause of an incident is key to make sure you won’t face it again
Continual Service Improvement
Change is a constant and often comes with low predictability. Identify and fix quality and efficiency gaps Make continual improvement fundamental to the way you work
Financial ManagementIT as a service requires service based costing or pricing (for providers). Cloud consumers need Financial Management to decide their best sourcing options for IT services
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How to evaluate Cloud Service Level Agreements1. Understand roles and responsibilities
2. Evaluate business level policies3. Understand service and deployment model differences
4. Identify critical performance objectives5. Evaluate security and privacy requirements
6. Identify service management requirements7. Prepare for service failure management8. Understand the disaster recovery plan
9. Define an effective management process10. Understand the exit process
Source: “Practical Guide to Cloud Service Level Agreements Version 1.0”, Cloud Standards Customer Council, April 2012
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What your support provider should offer
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What your support provider should offer
• Broad experience with ITSM frameworks
• Single point of accountability• Multi-vendor support by design• Environment level support• Proven approach to reliable IT service
delivery • Large, deep pool of experts and
resources• Collaboration with other vendors
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HP Datacenter Care
What your support provider should offer
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The Cloud should be handled as an Ecosystem and requires
Service Management integrated approach more than
ever
Everyone talks about building Clouds HP also talks about operating and supporting Clouds
Helping customers with the challenges of Cloud
A few of many important questions for complex, virtual and highly dynamic environments• What are my critical business processes and
their points of failure?
• What service levels do I need (to meet high expectations of consumers)?
• How do I measure, if SLAs were met?
• What is the business impact of a major disruption?
• What can be done to prevent disruptions?
• How do I keep everything up-to-date & consistent?
• How do I upgrade components without breaching SLAs?
• How much utilisation is achievable withoutrisking availability?
• How do I make changes without failing?
• How do I handle hard-to-predict consumer demand?
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HP Datacenter Care for Cloud
Software Solution Management
Services
Converged Cloud Professional Services
HP Cloud Professional Services
Flexible Capacity ServiceOpex vs Capex
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Within the walls of the datacenter
Today: HP delivers a global, defined enterprise - grade experience
Traditional Private cloud
HP Datacenter Care
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Using an optimal mix of delivery models to achieve speed and agility
HP’s point of view: Hybrid service delivery
Public cloudManaged cloudPrivate cloudTraditional
BuildCloud services
ConsumeCloud services
A continuum of SLAs(Availability, security, performance,
compliance, cost)
HP Converged Cloud common architecture
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Leveraging resources outside the datacenter
It’s time to consume IT differently
Traditional Private cloud
HP Public cloud
XYZ
Orchestrated
workloads
Hybrid Support
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The world’s first comprehensive hybrid support experience
HP Hybrid Cloud Support
For customers who need• A single source of support and accountability
across the hybrid cloud ecosystem• Rapid access to hybrid cloud experts, tools
and best practices • Maximize responsiveness to critical IT issues
Customer benefits• Achieve SLA’s and an enterprise-grade user
experience • Reduced risk and improved TCO• Accelerate hybrid cloud adoption to deliver
agility, cost savings and speed to innovation
NEW
HP Datacenter Care experience – confidence to extend workloads to the cloud
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HP’s proven and solid Technical Services foundation
Support 1.7 million SAP users in 54 countries
SAP Partner of the Year
Delivered 100,000+ SANs worldwide
Customers in 90%+ of the Fortune 100
6,000 high-availability experts
48,000 Microsoft®-trained professionals
13,500 ITIL-certified professionals
7,600 network infrastructure and voice professionals
2,500+ ServiceOne partners
Highest mission-critical customer loyalty: 95%+
Designed 50 million square feet of data centers,
60+ greenfield data centers, and 60% of all LEED-certified data centers
Support available:
•24x7, 365 days per year
• Covering 24 time zones
• In 30+ languages
• HP presence in 180 countries
Deliver private cloud in 30 days
80,000+ customer touchpoints daily
1,000+ HP Converged Infrastructure and CloudSystem implementations
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How to be successful with a Cloud
Lessons learned
29
The need for proactive management practices and robust Service Management processesThe importance of skilled people and robust processes to a successful Cloud operationRecognition that you may need fewer IT people, but they have a more strategic roleThe need for IT to have collaborative partnership with its vendors
who can support the Cloud
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For more information
Attend these sessions
• What it takes to run and support business-critical ITBB2243
• Learn from the Masters: HP CloudSystem MatrixDF2246
• Why people matter DT2404
• How to test drive running Cloud servicesDT2245
• HP Cloud RaceToResults simulation
Visit these demos
• Make it SucceedDatacenter Care for CloudApp Management and EducationDEMO2213
• HP Cloud Professional ServicesNew HP Hybrid Cloud Design New HP Hybrid Cloud SupportDEMO2201
• Support for IT EnvironmentsHP Datacenter CarePrimary Service ProviderDEMO2306
After the event
• Contact your sales rep
• www.hp.com/services/datacentercare
• www.hp.com/services/proactivecare
• www.hp.com/services/lifecycleevent
• www.hp.com/services
• “We don’t need IT service management, we buy all our services from the cloud!”
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